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2014-12-04
1/5
"Middle Eastern proverb: after I have your money, you are of no value. That is how I feel regarding Sony customer service after a purchase of a "flagship" product from them. It was indicated that the time of sale that product would be available for delivery usually within two days. I am 13 days into this fiasco, and I finally get a call from a shipper that the product is available for delivery. Prior to that, I called 4K customer service, talked with Christina, Ellen, Joy, Carlos, and finally the initial salesman Chris. After better than an hour of screwing around with these folks, the call was "dropped" twice (which indicates to me that I was hung up on) I have been offered consideration for future purchases only for my "trouble". If Sony can get it right in the first place, why would I want to continue to do business with them?
In trying to understand the convoluted nature of the situation, after being sent a tracking type e-mail by CEVA, which states that the order was received on 21 November, finally shipped on 25 November, and finally arrived at the local dock on 2 December. Upon further inquiry, I find that the product was shipped from Carson California, stopping in Atlanta, then to Dallas, where it was unloaded and set on a dock there for two days and for reasons unknown to me missed delivery date indicated via e-mail by CEVA by two days. Upon inquiry to CEVA, the call taker said that which was depicted in their e-mail to me regarding phone and e-mail contact with me had been outsourced to India. She did say that the contacts were "alleged". I have received zero contact by anyone other than the local folks in Tulsa.
It is my feeling that not only has Sony dropped the ball, but refuses to give assent to the fact that not only have I been inconvenienced, I have specifically had to take time off from work for two days to facilitate the delivery of this product. The best example I can give of this companies "customer no service" is the interaction I had with customer service representative "Carlos", in which as he was trying to transfer me to a supervisor, actually laughed on the phone about the situation. This is the type of service one would expect from someone other than a company representing a "flagship" product.
It would be my suggestion for anyone considering a purchase, to not buy directly from Sony for the above captioned reasons.
Dennis Dvorak
Order number: 0004300035758804"
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Broadway Photo / A&M Photo World, Regal Camera, Prestige Camera, Preferred Photo, Royal Camera, bway
2009-09-09
1/5
"Addendum 09/16: THIS HAS GONE FROM BAD TO WORSE; received a call from "Brian" from Broadway photo after posting a complaint on this site. I told this person specifically what I wanted as a resolution to this situation. At no time during the conversation did I feel that he was even listening to what I might have to say. There was two offers of "product" which I did not have a use for, and as a result was told that there was a certain amount as a maximum that he would allow. It became obvious to me that this person as representative of Broadway photo had no interest in anything other than having the altar or remove the negative feedback on this venue, which I considered insulting.
Since that time, I had to specifically request a delineated bill from these folks, even though they had my e-mail address, and my credit card had been charged 12 days previous to this request. I then called AM home delivery for an update on delivery and was assured that I would receive a call Sunday night confirming Monday delivery. At 6 PM Sunday, I phoned these folks, and was told that delivery had been rescheduled for Wednesday, and that there was nothing that they could do about it. What I then informed them that it was my intention at that point to cancel the order, and/or refuse delivery if it showed up at any point other than Monday, 15 minutes later I got a call back saying that because they did not want to lose my business, delivery would be made as promised. Delivery was then made on day 20 (delivery was promised from 7 to 10 days).
Again, Excuses, yes. Service, no. I'm reminded of a Middle Eastern proverb: after the sale is made, the customer is of no sixteenths value. I'll not order from these folks again.
(original post)
Ordered Mitsubishi LazerVue from these folks. Between the time of the initial contact with "Eric" and an exhaustive conversation regarding price, delivery, etc. (approximately 4 hours) I decided to order. At that time I was told that the price had gone up $400. I was told by the representative that he would stay with original price, but insurance would be 4%. I was then promised a delivery of 7 to 10 days. On day 13, I inquired as to why the product had not been delivered, and was assured that they would expedite the matter and advise me of the results of their efforts. On day 14 I again called and was told that delivery may be made on day 19. In every instance where there was a problem, it always seemed to be that I needed to be transferred to someone else, and/or it was someone else's responsibility. Excuses, yes. Service, no. I'm reminded of a Middle Eastern proverb: after the sale is made, the customer is of no value. I'll not order from these folks again."
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