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Annoying Web Chat With SONY! - Raj Wadhwani - ContactCenterWorld.com Blog

Annoying Web Chat With SONY!

So I was on one of SONY's website and had a technical support question and was trying to find my solution.

I got excited when I saw this


So i decided to use this and here is a transcript


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Content continues ….

Travis G.: Thank you for contacting Sony Creative Software.  My name is Travis G..  How may I help you today?
raj wadhwani: I have vegas pro 11
raj wadhwani: and am still trying to figure what format my raw videos need to be in to import at decent quality
raj wadhwani: they are output as avi from my sony professional hard drive video camera
raj wadhwani: but seems i have to convert avi that correct?
Travis G.: Your camera creates AVI videos and you are unable to import them into Vegas?
raj wadhwani: correct - its a sony NX video and wont import
raj wadhwani: import
Travis G.: This appears to be more of a technical support-related issue.  We do not handle technical support requests via web-chat.   Therefore, please click this link to lodge a technical support incident..

raj wadhwani: this is crazy - to get to you i read this
raj wadhwani: Chat with a member of our support team
raj wadhwani: how silly is that!!
Travis G.: We handle sales questions and registration assistance via chat, not tech support.
raj wadhwani: how stupid - you should not be promoting this as technical support!!!!!!!!!!!!
Travis G.: "Chat is available for general support, sales questions, and registration assistance." This is exactly what it says here:  https://www.custcenter.com/app/chat/chat_launch
Travis G.: It does not mention tech support.
Travis G.: Is there anything else I can help with today?
raj wadhwani: it mentions support - NOT SALES!
raj wadhwani: what you are doing is not support that's clear!
Travis G.: Is there anything else I can help with today? 
1 minute elapsed as I copied this then...
Travis G.: Since I have not received a response in quite a while, I am going to disconnect this chat.  Thank you for contacting Sony Creative Software.  Have a great day! Travis G. has disconnected.

So for those who use Chat - don't promote it as support if its not and it would have been nice to get an apology from Travis that I it does say support. he could have easily said sorry, I understand and would like to help but the folks in the know are ... here is a link

Overall very unhappy and I spend a lot on Sony Technology, in fact if you visit my home you would think it could be a Sony Showroom and this is the service I get! :( 

 

 

 

Travis G. (Responding)
Travis G.: Thank you for contacting Sony Creative Software.  My name is Travis G..  How may I help you today? raj wadhwani: i have vegas pro 11 raj wadhwani: and am still trying to figure what format my raw videos need to be in to import at decent quality raj wadhwani: they are output as avi from my sony professional hard drive video camera raj wadhwani: but seems i have to convert avi that correct? Travis G.: Your camera creates AVI videos and you are unable to import them into Vegas? raj wadhwani: correct - its a sony NX video and wont import raj wadhwani: import Travis G.:

This appears to be more of a technical support-related issue.  We do not handle technical support requests via web-chat.   Therefore, please click this link to lodge a technical support incident..

raj wadhwani: this is crazy - to get to you i read this raj wadhwani: Chat with a member of our support team

Publish Date: March 14, 2014 11:23 AM

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