What is there to say about Sony Customer Care that has not been said before. The telephone menus lead you round and round in a loop, no-one wants to take ownership of the problem even when told the Sony product sent out did not work and was, accordingly, not fit for purpose. In the end, after banging my head several times against a brick wall, inspiration - phoned their head office at Weybridge. Really nice lady answered phone and agreed not to put me through to another sub-continent and at long last I spoke to someone who was prepared to do something, not what I wanted mind, but something. Please multi-national companies do take note of complaints about your customer care services. I am not writing this because I have nothing better to do - it is just so frustrating to spend the best part of 3 or 4 hours on the phone getting nowhere. Never mind about the customer always being right, just get us through to someone who will not give out yet another number to ring after stating "it's nothing to do with us"
i bought a new Sony bravia kdl-46w905a on the 23 may 2013 from day 1 the tv had a fault with apps and software.i phoned the sony uk help line and was told to try a factory reset and they would call back.did as i was told and no call back.so is sent them an email and after a few days they replied and said to try a few things which still did not work.another phone call to there support help line and was told again to do a factory reset and they would phone back but no call back and still the same problems.email after email and still no solution,THEN THEY SENT ME THIS SOLUTION AND I QUOTE FROM THE EMAIL "If the issue remains, we advise of trying a different Internet Service Provider for testing if possible" i fell of my chair laughing they had suggested i change isp ha ha ha ha so i told them the tv was faulty and needed a repair,i was then told that it had not been logged as a fault and i would have to pay for the repair my self.i'm furious they have 1500 quid of my hard earned cash and the tv is faulty and they want me to fork out for a repair !!! well i wont be paying anything as the tv is less then 3 months old and still under warranty.then there is the issue with the free Sony experia smart phone.ive had to make phone call after phone call and today i have been told its been sent back to France and they don't know why !!!this made me laugh,this how strange Sony are i live in jersey in the channel islands and the phone was sent from France so instead of sending the phone from France straight to jersey the phone has been sent to the UK and then from the UK to jersey !!! i don't hold any hope on getting that free phone as that's as useless as there customer care of lack of it useless beyond all belief.if your looking for good customer care avoid Sony at all costs. If and when this issue is sorted out I'm selling the TV and moving on to Samsung goods as there customer care is fantastic, and they offer solutions that work and not rubbish like CHANGE ISP !!!! I've now cancelled my pre order for a ps4 as well. I WILL never buy anything from Sony again ever.i will now be getting in contact with a well known consumer magazine and also the trading standards
I purchased a refurbished Television from the Sony Outlet Store and Sony took the money immediately from my credit card and even sent me a email stating they were processing my order.
The item then went to dispatching in my account status before changing to out of stock where it stayed for a week before I rang up asking what was happening. I was told that the item was sold to another customer, as two had been purchased at exactly the same time. I was not told any reasons why or how this could of happened other than they would refund my purchase. I refused a refund and after another 3 weeks of waiting they finally shipped the order mysteriously overnight from an item returning back in stock.
Unfortunately the good news ends there as the item they shipped had obviously been dropped prior to delivery as it had a damaged screen and numerous scratches and dents on the back.
I am now in the process of negotiation to try and get this damage repaired but I have been told as its accidental damage it will not be covered under the warranty free off charge!!. This is despite the fact that it was shipped in that condition by Sony. The box was not damaged at all so the item was not dropped by the courier it was shipped as refurbished in that condition by Sony hard to believe I know but true. They have of course offered my money back again but this leaves me in the position of no Television and 2 pairs of expensive Sony 3d glasses I purchased when I expected the Television was being delivered.
Would I buy from the Sony Outlet again? No chance from the experience of their customer service and the poor condition of the supposed refurbished product they sent to me. Other people may of had a pleasant experience but unfortunately not me.
My sons sony eriksson vivaz smartphone had broken twice in the last year. The charging socket comes loose from the motherboard with normal use. Contacted the phone provider who told us to call sony direct. After numerous phonecalls costing me a small fortune in call charges we're still no further. Poor customer service and poorly made phones.
Ordered a £750 laptop online. Contacted sony countless times to check on my order as I had not received any confirmation of my order ( phoned about 8 times in 3 weeks). My email address was incorrect, was promised it would be updated each time I spoke to someone they assured me it was being taken care of. I emailed customer services to complain when I still had not received any emails or order details, never heard back from them. Chased and chased by phone, was always palmed off and told everything was in order. Complained bitterley to one of the telephone representatives, he never apologised. He told me he would chase up customer services as to why they had not replied to me. Strangely enough, never ever heard anything.Bit of a recurring pattern developing! Once the laptop had arrived, I somehow received a computer generated email as to the 'level of service' I had received. I gave it to them with both barrels, submitted my phone number for somebody to call me back when prompted to as I had scored them so low. Guess what.......Sony silence...I think the whole corporation is run by robots....actually robots would probably treat me with more respect. I have received ten times better service from a £10 toy order for my kids! I am only rating them 2* because actually the laptop is excellent! However I don't think I will ever order a Sony product again. It's a shame because in the past I have owned tvs, mobile phones and laptops. It is no wonder they are losing billions, the arrogance is quite something!
but very poor customer service! Samsung here I come. have ps3, Sony lap tops x2, Sony all in one PC, Sony amp, cd player, Sony mp3 player. But now after the horrible customer service I will tick to Samsung. the customer service actually hung up on me.
Well we bought a TV from the Sony store everything was fine, great & the service brilliant. However the TV was late being delivered and it was damaged. They took for ever to come and pick it back up from us i.e. two weeks over the four weeks delivery!!
It's ok if you've already got a TV but we've only just moved to the UK so we didn't have an existing TV. We called Sony and asked if they could sort out the issue but they said they were unable to help!!
Seems like the store people are being let down by the delivery which isn't good for them. Everything is sorted out now but I wouldn't go through the process again..
Having been an avid Sony customer for many years, my recent experience with their Customer Support Service Department has left me feeling incredulous and disgusted. I recently purchased one of their top range computers. A problem when trying to view pre-recorded videos in the Windows Media Centre quickly became evident. To cut a very protracted situation short, suffice to say, that Sony said it was an issue for Microsoft. Microsoft said it was an issue for MSN. MSN said as the fault lay with a pre-installed programme, it was the responsibility of the computers' manufacturer. When I again contacted Sony, they completely refused to accept liability and referred me back to Microsoft and MSN. Sony have not only abrogated there responsibility, but have also lost a loyal customer. After countless expensive telephone calls, I am no nearer to a solution. Buyer Beware!
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