REVIEW: SONY Customer Service Saga Continues
Sony Couldn't Ship Us A Laptop Since February 14, Now More Than a Month
Mar. 28, 2005 12:00 AM
The order was placed on February 14, 2005 and we paid additional shipping charges to receive the computer on Friday, February 18, 2005.
We never recevied the computer as promised on February 18th, as a matter of fact, today, on Saturday, March 12, 2005, we still don't have the order in our office. (So we couldn't even start or product review on this model.)
In the past four weeks, Sony's toll free telephone menu was also changed to make the matters even worse and almost impossible to reach a customer service or a sales representative. After more than 30 minutes of trying to find a person on the phone, we were put on hold several more times, and every time the Sony representative who picked up the phone gave us more conflicting information than before. She often apologized that her system was very slow and busy (at 10 a.m. on a Saturday morning).
SONY Customer Service Saga Continues
Sony Couldn't Ship Us A Laptop Since February 14, Now More Its Than a Month...
After our original story was published on Saturday, March 12, 2005, we wanted to be fair to SONY's customer service and we gave them another chance. We planned to do a follow-up story and tell our readers that our original experience was perhaps an exception and SONY's customer service indeed followed up on our new (repeated) order professionally and we finally received our laptop as promised, on time and in great condidition.
However today, on Monday, March 28th we realized that we still didn't have the computer we reordered for the second time on March 12th. Our second order for the same order was placed with an estimated delivery date of March 23rd or 24th, which was last Wednesday or Thursday.
Again we called SONY's customer service to inquire about the status of our second attempt to purchase a computer from SONY. After listening a long voice menu on the phone, a customer service representatiove finally answered our call and transfered to another customer service representative.
We were finally on the phone with Neill (Neill refused to give us his last name) at extension 7464. We asked Neill about the status of our order. He quickly replied "sir your credit card did not go through, you need to call the sales department and place a new order."
We said, "but Neill how is it possible, we used a corporate credit card with a one million dollar credit limit? And the nice lady who took our order on the phone on March 12th made sure that an authorization was issued before we ended our conversation. We have an order confirmation number. Wouldn't you try to contact the customer and let them know in such a case? Is SONY not interested in selling their products?"
Neill replied, "Sir it's not our responsibility to deal with your bank. You need to sort out your credit card problems on your end."
"We don't have a problem with our corporate credit card. What do we need to do now?," we asked.
"We shipped the warranty to the computer, you should receive it soon. That went through OK."
We don't know why SONY sold us and shipped a warranty documentation (for the second time) for a computer we still don't have, and doubt that we will ever have.
Once again we asked the customer service representative if we could talk to a supervisor. Neill kindly answered our question that SONY supervisors do not take phone calls. If we leave our phone number, his supervisor will return our call. We left our phone number and after four hours, no SONY customer service supervisor returned our call.
Now, would you attempt to place the same order for the third time and wait two more weeks for SONY to build your computer and hopefully deliver it? That's the question we are faced with... Or shall we just call DELL and buy our laptop from DELL with their well-known customer service experience.