topic Re: Sony customer services appalling in Alpha & NEX interchangeable lens cameras

Sony customer services appalling

Oxford10 — Wed, 10 May 2023 03:49:45 GMT

I have a problem with my Sony A77 MK2 camera which is currently with Sony for repair.i have a 5 year warranty with the company I bought it from, but Sony won't recognise it.

I was given an estimate to repair it for nearly £340. I was told if I want to pay by credit card to phone them. I have been trying for over a week to phone them, but it is permanently engaged on both customer service numbers. I emailed them and it was initially ignored.

Last week l finally found a number for technical support. To begin with her attitude was that I'd just have to keep ringing the other numbers myself. I finally managed to get her to agree to send an internal email to customer services.

I finally had a reply last Thursday, but despite asking them for a direct number that I can contact them on to pay by credit card, there was no mention of how in ould pay for the repair. I sent them another email, but once again that has been ignored. The trouble is, it says in the repair estimate email that you only have 3 weeks to pay for the repair otherwise the estimate is void. So they have my camera and I have no way to pay for it or be able to speak to them. I have never had such appalling customer service from any company

Re: Sony customer services appalling

danardeng — Wed, 10 May 2023 04:40:24 GMT

You have an official sony warranty, or a general extension with market where you had bought (that usually are insurance with his repair center)? Have you tried to contact the market?

To contact sony the only way i know is through the site https://services.sony.co.uk/supportmvc/en/Contact/Email?cat=cameras-camcorders1&tab=Tips

Re: Sony customer services appalling

Oxford10 — Wed, 10 May 2023 16:20:04 GMT

Thank you for your reply, I have finally heard from Sony today. They have agreed to reduce the invoice, but have had to pay by bank transfer instead of preferred credit card as I can’t phone them

Re: Sony customer services appalling

Lord_viridis — Thu, 11 May 2023 09:35:54 GMT

Extended warranties are serviced by the seller.

For the standard warranty period, go to sony.

After that for the extended period, you go to the merchant.

Re: Sony customer services appalling

Anonymous — Thu, 11 May 2023 12:19:57 GMT

Yea I agree with the above regarding that you need to check who should honour the extended warranty and whether it's the retailer or the manufacturer AKA Sony.
And I was kinda confused as you mentioned different parties, which emails have you been using? And what's the name of that service centre you sent the camera to?

Re: Sony customer services appalling

Oxford10 — Thu, 18 May 2023 01:19:28 GMT

Hi,

Sorry for the late reply. For some reason it wouldn't let me log into my account for the last few days, hence not being able to reply.

Service centre is on Wales. I've finally heard from them They're now waiting on the parts which they say are on order. They're very slow.