topic Re: Complaint about sonymobile.com / moduslink in XPERIA archive

Complaint about sonymobile.com / moduslink

eggyboff — Sun, 26 Jan 2014 16:14:42 GMT

I was told that I should probably post my query here since it can't / won't be dealt with at http://community.sony.co.uk/t5/General-chat/Complaint-contacts/m-p/1510102#U1510102

I placed a pre-order for the z1 compact with free smartwatch 2 (it doesn't say it now but I'm sure it did say this offer runs out 31st January). I made mistakes when placing the order - somehow I mixed up my delivery and billing addresses and didn't read the t&cs. The payments page said that credit cards wouldn't be charged until dispatch but there was nothing about paypal and I wrongfully thought that it would apply to that payment method as well.

I noticed my addresses mistake right away and tried to contact them to get the addresses changed. It took 5 days before I was told that they had changed the addresses for me. 45 minutes later, I was told that the only way the addresses could be changed would be for me to cancel the order and place it again.

It was then that I checked my bank account and found that they had already taken payment for the phone and made me go overdrawn at the bank. I was also told that it would take at least 10 days to get the refund. I haven't got £900 (especially now) so I said to cancel the order.

The next day, I received an email telling me that they were out of stock of something so they were cancelling my order. 2 hours later, I got an email telling me that a paypal refund had been created. I finally thought that I was going to get my money back.

The next day, after not getting my paypal refund, I spoke to somebody through chat ("Daniel") who told me that "...refund processes can take a while... we cant control the time frame..." I've never heard anything so ridiculous. Only 2 weeks ago, I bought something through ebay using paypal. The shop I bought from responded within 5 minutes to tell me that they couldn't fulfill the order and cancelled the after-delivery charge without any money leaving my bank.

I have tried phoning the 08705 number but gave up after 10 minutes waiting for an answer and I've emailed twice without response. It seems that the only method of communication that works is chat, and when I say "works" I don't mean that it gets me anywhere. So, I started a paypal dispute which they also haven't responded to.

I expect to get my money back from paypal, eventually, and I'll treat this as a lesson learned.

I don't think it would be unfair to call everybody involved in my case a thief - "A person is guilty of theft if he dishonestly appropriates property belonging to another with the intention of permanently depriving the other of it" (UK law)

After reading many of the comments and the lack of responses from anybody within Sony, I can't expect this to solve my problem but I hope that this might make people think twice before buying Sony products again.

Re: Complaint about sonymobile.com / moduslink

_alexdon_ — Sun, 26 Jan 2014 16:18:54 GMT

I am sorry for your issue,,you could contact xperia care about this:

http://www.sonymobile.com/global-en/support/contact-us/

Re: Complaint about sonymobile.com / moduslink

eggyboff — Sun, 26 Jan 2014 17:06:48 GMT

How much did you read of what I wrote?

Re: Complaint about sonymobile.com / moduslink

_alexdon_ — Sun, 26 Jan 2014 17:08:53 GMT

All of it.

Re: Complaint about sonymobile.com / moduslink

eggyboff — Sun, 26 Jan 2014 17:27:51 GMT

Just to be clear, I have tried every single one of the three options available to me by clicking on the link you have provided. Option one - chat, option two - phone, option three - email.

What I asked for on the other forum (mentioned in my first post) was some method of contacting somebody within Sony that wasn't a ModusLink / sonymobile.com employee since they are the problem and are not will to respond to emails or sort the problem out.

Your link, leads me only to ModusLink / sonymobile.com contact details.

Re: Complaint about sonymobile.com / moduslink

_alexdon_ — Sun, 26 Jan 2014 18:16:59 GMT

Ok,you can wait for a sony staff member to post,but I tell you from now,you will be sent to contact Xperia care.Also,you could try contacting Johan,one of the community managers.

Re: Complaint about sonymobile.com / moduslink

eggyboff — Mon, 27 Jan 2014 09:49:24 GMT

I've finally got my refund!

It took a week for Sony to refund through Paypal and it took 15 seconds to transfer the money to my bank.

Sony have absolutely no valid excuse for making me wait for my refund and if this is how they treat people who are trying to buy things from them, I'm glad I don't need support for something I've actually managed to buy.

Re: Complaint about sonymobile.com / moduslink

_alexdon_ — Mon, 27 Jan 2014 19:02:38 GMT

Well,good for you.