Horrendous Customer Service

[juniormarbles]

It's been a month since Sony issued an RMA and acknowledged a warranty claim for my defective "Style Cover" (a $60 item).

I have received no written update when I can expect a replacement, or what the hold-up is. Repeated calls to the "Xperia Customer Service" yield the same frustrating result:

1. There is insufficient documentation available for the lowest level of telephone help, so I have to tell the whole story over and over, repeat the story, RMA and tracking numbers

2. I have to wait on the phone, sometimes as long as 30 minute, for the rep to "research the issue"

3. I always get the same maddening answer at the end of each conversation: "we cannot tell you where the case stands because we cannot communicate with the repair center to give you an update, only supervisors can. I will escalate the case, and you will hear from a supervisor in a couple of days."

Nothing ever happens after these calls. No communication from Sony.

How can a company which tries so hard to be the leader in the high-end Android phone segment have such a horrible customer service and get a way with it?

Does Sony not understand how much a lack of customer communication, follow-up, and resolution sullies its reputation?

"What would you do in my shoes?" I asked the customer service rep who picked up the phone today His answer: "I would not buy another Sony product."

[Uliwooly]

@juniormarbles

I'm sorry to hear that, this is a user based forum so you will have to contact Sony directly 

http://support.sonymobile.com/global-en/contactUs/

with that said, have you requested to speak with a supervisor? 

[juniormarbles]

I have asked numerous times to speak to a supervisor or customer help with decision-making abilities, but with no success. The system designed by Sony Customer Service (and other companies) shields the company from letting customers have direct access to decision makers.

I have, since I wrote this, found several forum posts and android blogs which report similar experiences of frustrating, inefficient Sony customer service. I cannot understand why a company jeopardizes customer loyalty for their $600 phones by its nightmarish failure to process the warranty exchange for a $60 accessory.

[Uliwooly]

@juniormarbles

I'm sorry to hear that, perhaps @Rickard could comment on this.

[Haffiman]

I have a general rule in 'cases' like this: do all communication in writing, do not call until the day come when you can print out the conversation for documentation. 

[Uliwooly]

@Haffiman

I second that 

[juniormarbles]

I tried to generate an email trail, but this is what I got:

Thank you for contacting the Sony Xperia™ Contact Centre. Your question has been registered and the reference number is 1-20574728221.

Please do not respond to this mail since it will not be delivered to any recipient.

For future emails concerning this case please include the following line in the message subject field: 1-20574728221

An absurd position for the customer:

Though I am asked to include a reference number for future correspondence, my mail will not be delivered to any recipient! (no alternative email address was provided).

Sony makes it really hard to maintain a positive impression of its warranty/customer service.

[Rickard]

I'm very sorry to hear that it's taking time to get your Style Cover replaced 

As warranty and repairs is handled at a local level by the support team in your country it's not possible for me to see the status of your case. I can see that your local support team have escalated your case to a supervisor though. This was done on the 11th and the reference number for this is 1-21305272825. I'm afraid there's nothing more i can do from here in this case other than hope that they can resolve this quickly.

But if you (or your local support team) haven't already, i do recommend that you also check with the shipping company you used that your package has been received at it's destination so that it's not lost in shipping.

The email you received is an autoreply from our system confirming that your email has been received. What it means to say is that you should not reply to the autoreply.

[juniormarbles]

 i do recommend that you also check with the shipping company you used that your package has been received at it's destination so that it's not lost in shipping.

I followed Sony's advice and sent the package with signture confirmation. My tracking confirmed Sony's receipt of the defective unit on 8-17-2015. I was also told repeatedly by support staff that my old unit had indeed been received, and a new one would be issued.

So there is still absolutely no excuse for Sony why a new unit has not been issued and sent out, and why I have received no confirmation or other communication from Sony. I am glad that YOU have that information available, but I would be much happier if I would have it, too.

P.S.: I am not clear what you mean by "handled by a local team in your country? We are talking abou the U.S., one if not the biggest markets for Sony.

[Rickard]

I suspected it was already checked and it was not meant as an excuse. I thought it was best to mention so that it's not something that has been overlooked as it's taking so long.

With local support team i mean the Sony Xperia support in your country. All warranty and repairs are handled at a local level by the support team in your country/market. It's not possible for us who work here on the global forum to see status in service cases i'm afraid. I can only see the notes made by the local support team when you have been in contact with them. They have created a case for you and assigned it to a supervisor but more than that i can't see.