Anyways I’ve had it with this terrible company and the lack of concern and support, they have taken advantage of us too long. Instead of recommending their products ( I am a computer tech) I am emailing all the clients I ever turned on the Sony products and I am apologizing for doing so.

The corporate culture they breed over there is sickening.

Well guess what???? I had the WORST experience with Sony TODAY! First of all new laptop 1500$ wouldn’t update or work, tried online support…their answer was to restore the whole pc! Im not slow I know pc’s its what I do the Bluray bay wouldnt open the screen was not working properly, Bluetooth wouldn’t connect to anything and it wouldn’t update no matter what I tried and it kept shutting itself off after 3 minutes of run time.

Well guess what??? Being a single mom who just lost her husband (fiance) to cancer last year before my daughter was born and myself being a cervical cancer survivor who was never supposed to have children (big shock when we found out I know) HAVE NEVER FOUGHT THIS HARD!!!

I got a call last week from Mark Scebeirras (or something to that effect) saying they figured out what was wrong they were going to wipe the hardrive and reinstall and it would fix the issue. I said fine I just cant afford to fail my online course and I would like it back in better working condition than what I got it please.

Then I got a call on Friday from Wayne asking me for my shipping and contact info that he was shipping it out!

Well HOLY CR$P today I got it in an old tattered box I had a sinking feeling so the Purolator girl and 3 people who were friends of friends of friends stopped by (Knights of Columbus thingy) and watched as I opened my package and CRIED!!!

The box had one tiny sheet of bubble wrap the Black Sony box was torn not closed properly and looked like it had been dragged behind a bus! I opened it and thats when the flood gates went…………my anal retntive nature of keeping everything pristine was gone, on my laptop was a scratch the size of THREE LOONIE LENGTHS the battery was left in (heavier) so I picked it up and it looked like someone had swiped it over and over on some hard dirtry surface the rubber feet were grey with dirt and 23 HUGE scratches on the bottom.

Now I took pics before I sent it out and it was pristine it only ever sat on a rubber laptop pedastle and had this static cling film (like you attach to windows)on the cover I BABY my electronics!!! I am a girlie nerd and take care of my things and I took pics as I packed it up and wiped it clean just in case I got blamed or my daughter who might miraculously at 10 months has learned to walk and type on my laptop!

I called Sony and spoke to Nathan at Customer Care at Head Office who told me to send the pics so I did. Now 5:30pm ish I get a call from Mark who basically ripped me a new one and after I explained everything to him and the people who were here and blah blah, he basically said “common now Melanie I was there the whole time and was there when they packed it up, I had my best tech guy working on it”.

Ok so then why did the guy who packed it need to call me for my info and WHY did I unpack it further an hour ago and find a dirty take out napkin and some kind of LIQUID squirted on my screen??? Is this how Sony Canada treats all their pc’s and laptops that come in for repair or issues under warranty???

Did I mention this laptop is less than a month old and the guy who sold me the laptop via the phone told me if I wasn’t happy with it or there was issues I could send it back????? Well guess what apparently this order was what Sony Canada calls a CTO order and I’m stuck! I am insulted and disgusted by the behaviour and treatment I have received thus far and the only nice person I have dealt with was Nathan today after I cried so hard I couldn’t speak! Poor guy I felt bad aftwards but I had my last straw break under my feet today when I received my laptop as I did.

I will let you know what happens and in the meantime I hope that Candice woman READS THIS!!!!

Frustrated and livid in Ontario!!!!

Yes, you can get human with tech support, but generally you just want a clean, quick fix to your issue and move on. Sales, on the other hand, is you either buying into that person or not – which seems less set up for a tech support issue.

Opportunities indeed…

One of the biggest opportunties for companies in social media is to create (and use) a “voice of the customer model” that knocks down the interdepartmental silos of customer resources. This basically means get the right info to the customer without the delays, finger pointing, disconnected systems and communications..

I am sure what you experienced is not unique- in fact many companies count on the peer support forums to alleviate inbound calls for support. I am sure there are several opportunities to embrace this while still making support options to customers directly.

Best of luck with the Vaio- it’s a nice rig!

Craig
.-= Craig´s most recent blog post …Welcome to SMW for 2010 =-.

See, THAT seems backwards to me, that they’re using chat for sales and not support. In my eyes, online chat is great for technical support and troubleshooting, but not good for sales. You need personality and human touch for sales, most of which gets lost in the medium of online chat. You just need logic and details for troubleshooting and support, which online chat delivers well.
.-= Tim Jahn´s most recent blog post …Flashpoint Academy =-.