topic Re: Horrible customer service from Sony in XPERIA archive

Horrible customer service from Sony

Tony2015 — Tue, 29 Sep 2015 13:16:14 GMT

I recently sent my Xperia M4 aqua in to fix a micro sd slot issue ( microssds would not stay in) and was provided a replacement handset. However to my horror the replacement handset had knife marks and deep scratches on the back of it, none of which were apparent on my phone. My phone I sent in for repair was kept in near pristine condition.

Upon informing Sony of this I was asked to send in pictures of the scratches. I first tried to do this from my google account but it would not deliver emails to questions.gb@support.sonymobile.com for some reason. I have now been using my hotmail account to try and send the pictures in, also including the reference of the case. However every time I do this, I get a generic response from someone called 'Stacey' saying the attachements are not coming through which looks like this:

Dear Sir/Madam,

Thank you for contacting the Sony Xperia support centre, regarding your Sony Xperia Handset

I do apologise but it seems we are still awaiting for you to send us the images as an attachment for us to be able to view them.

I am sorry for any inconvenience caused, if you do have any further queries please do not hesitate to get back in touch

For the latest news, information and product support please visit www.sonymobile.com.
Please use the below link for all our contact information.

http://www.sonymobile.com/gb/support/contact-us/

Please be aware that should you not respond within 5 days of this email your query will be automatically closed. Any further communications will not reach our support and a new query will need to be raised.

Kind Regards,
Stacey

Sony Xperia UK Customer Services

Being proactive I also hosted the pictures on my google drive account and shared a link in an email which anyone could view....still she says she cant view the pictures. I have also tried from two other accounts, my Yahoo account and another Virgin account, but still I get the same generic message.

I am starting to wonder if Sony employs Monkeys \ Robots \ Zombies rather than Humans to deal with customer service. Needless to say, I wont be buying another Sony product as long as I live, and will be warning everyone I know about this issue. Compared to Apple care (my wife has this) its a joke. Its no wonder Sony is not making any money from phones when they treat their customers with so much contempt. Can anyone advise on what I can do to escalate this?

Re: Horrible customer service from Sony

Thommo — Tue, 29 Sep 2015 14:32:03 GMT

I'll point out from the get go that I'm not Sony employed however have you tried calling them or and I know it's not the best option but print out the images and post a letter via recorded delivery

Re: Horrible customer service from Sony

Tony2015 — Tue, 29 Sep 2015 18:21:46 GMT

Thanks for your suggestion but everytime I call them or use the Chat feature they direct me to emailing the questions.gb@support.sonymobile.com address.

Re: Horrible customer service from Sony

Rickard — Wed, 30 Sep 2015 07:28:53 GMT

I'm very sorry to hear this.

When you send an email to questions.gb@support.sonymobile.com you should first get an auto reply from our email system with a ticket number. Are you getting these?

When i search in our systems for the email address you have used here at our forum we haven't received any emails at all from this address.

Re: Horrible customer service from Sony

Tony2015 — Wed, 30 Sep 2015 07:49:06 GMT

Yes I get auto replies regarding ticket number 1-21293873572‏ but everytime I send the pictures I get a robotic response that you have not recieved them, please advise what I can do.

Re: Horrible customer service from Sony

Rickard — Wed, 30 Sep 2015 08:09:34 GMT

I checked all your emails in that ticket and i'm not sure why but there are no attachments in the ones we've received.

But i downloaded them from the Google Drive link you shared and attached them to the ticket so now they should be able to see them if you contact them again.

Re: Horrible customer service from Sony

Tony2015 — Wed, 30 Sep 2015 08:14:37 GMT

Ok I have sent them another email telling them you have done this, we will see what happens.

Re: Horrible customer service from Sony

Tony2015 — Wed, 30 Sep 2015 14:57:06 GMT

I just recieved another email from Zombie Stacey -

Dear Sir/Madam,

Thank you for contacting the Sony Xperia support centre, regarding forwarding us images

I do apologise but we are unable to view files through the Google Drive, you would need to send the images as an attachment so we can view them.

I am sorry for any inconvenience caused, if you do have any further queries please do not hesitate to get back in touch.

For the latest news, information and product support please visit www.sonymobile.com.

Please use the below link for all our contact information.

Rickard Please could you Inform her or another Agent of what you have done so this matter can be progressed.

Re: Horrible customer service from Sony

Rickard — Thu, 01 Oct 2015 07:37:30 GMT

Seems like she missed the note i added in your ticket. I already left a note for them in it.

I don't have any way of contacting the agents in another country directly i'm afraid. But i will try to forward it to someone in your market who could contact the agent handling the case.

If you haven't heard from them in a day or two, could you perhaps give them a call, ask them to open your ticket (1-21293873572), and ask them to check the note and attachments in it?

Re: Horrible customer service from Sony

Tony2015 — Thu, 01 Oct 2015 07:51:39 GMT

I have directed them to view the notes, we will see if I get another generic response....

Re: Horrible customer service from Sony

Tony2015 — Tue, 06 Oct 2015 07:59:09 GMT

Still waiting for an email from Sony to give me instructions to return the phone

Re: Horrible customer service from Sony

Rickard — Tue, 06 Oct 2015 09:07:51 GMT

Sorry to hear that

I will try to get someone at your local support to contact you again.

Re: Horrible customer service from Sony

Rickard — Mon, 26 Oct 2015 09:18:55 GMT

Did everything work out with your phone? The last note in your case is that your local support arranged a new repair to fix it.

Re: Horrible customer service from Sony

Chuckie123 — Wed, 02 Mar 2016 19:22:24 GMT

I now have a horrible Sony Customer Service story. Purchases a Xperia Tablet 2 years ago, used it maybe 10 times. Decided to fire it up and use it but it wouldn't take a charge. After hours with Sony TS i decided to send it back for repair. I never received any communication from Sony that they received it or were woring on it until FedEx told me not to leave my house all day because I had to sign for what is now an $800 paper weight.

Sony says, "It has reciewed the functioning of the unit, unfortunately the defect is in the PCB so it is not able to undergo repairs to it. The mainboard is shorted"

I can assure you I didn't do that.

Out of Warranty, which I undertand, but no offer to give me a discount on a new tablet - nothing...just an address to write corporate.