topic Re: terrible customer service in General chat

terrible customer service

pollarj — Sun, 16 Nov 2014 10:16:49 GMT

I would seriously thing about it before ordering from sony. I ordered a TV that was faulty. I phoned up and they said that was fine they would arrange collection and a replacement would be sent out upon receipt of the return. The couriers would be in touch. Well almost 2 weeks later still no call from the couriers. I phoned Sony multiple times and keep getting told that they are having problems with there couriers. I asked if I could speak to them and arrange collection myself and they said no this was not possible. I phoned up last on Wednesday and was told the problem was resolved with the couriers and they would be in touch. Its now Sunday and still no call. Really how difficult can it be? I think the customer services quite unhelpful and dismissive of my issue when I phone. Anyway anyone thinking of ordering be aware that if you have to return for any reason you could be in for a long wait. In the hope that anyone from Sony monitors this my order is 303633467. Also I don't see the point of having an email address that you fail to respond to.

Re: terrible customer service

Simon-H — Sun, 16 Nov 2014 12:27:18 GMT

Hi there pollarj

I have escalated this message to Customer Support at Sony to try and get this looked into for you.

Someone should be in touch with you as soon as possible.

Regards,

Simon H - Community Manager

Re: terrible customer service

alwilde16 — Tue, 18 Nov 2014 14:17:43 GMT

It's hard to believe such a large company as Sony doesn't care about how their dedicated customer base percieve them. They really do not care what their customers think of them.

Re: terrible customer service

Soidogbob — Sat, 22 Nov 2014 16:41:17 GMT

why does us/canada have online support but europe has an email address?

No reply no use and no soultion to my terrible machine.

Re: terrible customer service

pollarj — Thu, 27 Nov 2014 13:37:05 GMT

Its still ongoing, I phoned them last week and was told it had been escalated. I phoned again today and was told that they are having issues with the couriers. I asked to speak to a manager etc none available. So I am still no closer to resolving this. I have never had such bad service in all my years of buying things. Its 1 day short of a month since I bought the TV. I just wish I had never ordered this and gone to someone like John Lewis.

Re: terrible customer service

Thalamus. — Thu, 27 Nov 2014 14:51:42 GMT

Hi pollarj,

Have asked one of our contacts within Sony to investigate your case, if we get any information we will post it in this thread..

Could you ensure your contact details in your Community profile is upto date as they may need to contact your direct..

Re: terrible customer service

pollarj — Thu, 27 Nov 2014 20:36:07 GMT

Thanks. I don't hold out much hope. I was promised a call back by a manager today but of course that didn't happen. I honestly believe Sony do not care for their customers in any shape or form. It amounts to theft holding onto my money and giving me a tv that is useless sat in a box in my hallway. They should be made to pay me for storage.

Re: terrible customer service

MK_Slinky — Fri, 28 Nov 2014 03:04:03 GMT

As a word of caution, when the courier does collect your dead TV make sure he gives you a collection note or something to prove he has taken it away. I read a similar post to yours the other night whereby a customer was given no such note! The courier company promptly lost the package in transit leaving the customer in a very awkward situation.

Don't accept no for an answer, you must do this or it is your word against their's if it goes missing!!

Re: terrible customer service

pollarj — Fri, 28 Nov 2014 09:28:51 GMT

Thanks for the tip. It doesn't seem that I am alone with my troubles with Sony. Shame as they make good products but its not worth the hassle if anything goes wrong

Re: terrible customer service

MK_Slinky — Fri, 28 Nov 2014 11:53:49 GMT

You're welcome!

No you're certainly not alone, the trouble is we seem to see lots of similar complaints on these forums. Like you say it's a shame and yes Sony do make some nice products but customer service always seems to let them down. I really wish they could get on top of that one!

Re: terrible customer service

pollarj — Fri, 28 Nov 2014 14:04:10 GMT

Needless to say I have still had no contact from Sony. I could phone them again but it would be half and hour at least wasted.

Re: terrible customer service

pollarj — Mon, 01 Dec 2014 12:06:54 GMT

They certainly don't do anything with any sense of urgenency. Still no contact, tommorow it will be 4 weeks since I phoned them to arrange collection. I will have to give them another phone call to be told the same old nonsense.

I will probably follow up with a phone call to citizens advice as I am obviously going to have to take it else where to progress any further

Re: terrible customer service

MK_Slinky — Mon, 01 Dec 2014 15:27:07 GMT

Perhaps Thalamus can chase this up again for you?

Citizens advice is an option, you can contact them online here: Call the Citizens Advice consumer helpline

Having gone through a very similar situation a few years ago might I suggest that you sit down and create a diary of events.

For example:

1.Date of purchase & Price Paid

2.Where purchased

3.When the problem first arose

4.Describe the problem/s in simple easy to understand terms

5.Who you have contacted about this problem (give names/job titles if possible) and on what dates

6.What their response was if any

7.How many times you have since contacted them

8.Plus anything else which you think would be useful to note, video of the issue, photographs, emails from Sony

Once you have this information written down keep updating it with any new evidence. It is much easier to prove neglect by a company if you have all the facts written down. You will also need this information should you speak to the Citizens Advice or pursue legal action.

Hopefully it won't get this far but it's useful to keep this diary, either way it's better to prepare now than leave it until the last minute.

Best of luck!

Re: terrible customer service

pollarj — Tue, 02 Dec 2014 15:28:34 GMT

Thanks. I think thats my next step. I appeal to people from Sony if you read this. Please can you escalate again. Its been 4 weeks since I arranged my return. One more phone call may be on the cards. It will be a waste of time though

Re: terrible customer service

Thalamus. — Tue, 02 Dec 2014 19:29:52 GMT

@MK_Slinky wrote:

Perhaps Thalamus can chase this up again for you?

Was already chasing..:smileywink:

@pollarj wrote:

They certainly don't do anything with any sense of urgenency. Still no contact, tommorow it will be 4 weeks since I phoned them to arrange collection. I will have to give them another phone call to be told the same old nonsense.

I will probably follow up with a phone call to citizens advice as I am obviously going to have to take it else where to progress any further

Not an answer unfortunately but I can confirm that this has been raised up a few levels now, so hope for some feedback soon..

If you do hear anything before me could you update ths thread please.?

Re: terrible customer service

Thalamus. — Tue, 02 Dec 2014 20:56:57 GMT

@pollarj wrote:

I appeal to people from Sony if you read this. Please can you escalate again.

Just to avoid any possible confusion - users with a title Expert are not Sony employees but that doesn't mean that we can't try & help..:smileywink:

Re: terrible customer service

pollarj — Tue, 02 Dec 2014 23:07:28 GMT

Thanks, appreciate the effort. I am wondering how many levels they have. 🙂

Re: terrible customer service

pollarj — Wed, 03 Dec 2014 13:19:57 GMT

So I phoned them again today. I asked to speak to a manager, none available. Standard response of we will email ukmail and you should hear something within 2 days. There seems to be nowhere to go with them. They guy said I could email in a complaint. This is the same company that never resonds to email. I have already emailed in a complaint.

Anyway phoned citizens advice and took the first steps. Will phone my credit card company later as they are jointly responsible. Thanks everyone for advice/help.

Re: terrible customer service

Thalamus. — Wed, 03 Dec 2014 17:17:08 GMT

@pollarj wrote:
Thanks, appreciate the effort. I am wondering how many levels they have. 🙂

From what I can tell there a serveral levels in each department..

Re: terrible customer service

Thalamus. — Wed, 03 Dec 2014 18:02:36 GMT

pollarj wrote:

Anyway phoned citizens advice and took the first steps. Will phone my credit card company later as they are jointly responsible. Thanks everyone for advice/help.

Thanks for the update, I'll keep trying to get this resolved best I can from my side but if you come to another arragment with your CC company & want me to stop could you kindly let me know please..