Sony - Great Products but Sub Standard Service - Raj Wadhwani - ContactCenterWorld.com Blog
I have been a huge Sony fan for decades but have to say, the overall service I receive is, and has been for years sub standard. Recently I tried to get my laptop serviced in Orlando whilst on a business trip - went out of my way to see their backstage team only to find it was closed for lunch! I came across web pages with errors when browsing to buy some new laptops and told Sony - they told me they were testing. I was surprised a corporation like Sony tests pages live.
Yesterday I wanted to cancel an online order and was frustrated - the only way to cancel is to call - there is no email address or form and i had problems getting through to the contact center. Eventually I did reach an agent who was pleasant and helped me. After the call I was taken to complete a survey - I thought the questions were inappropriate for my call type and am curious how they use this data.
Anyway, Sony - I still buy your laptops - just purchased 3 new ones - but your service is poor. Take a look at how Apple service customers - they too have great products and amazing service!
Only time I ever experienced great service was with the PlayStation Group - they are brilliant (I used to train some of them in Europe so I know how great they are)
Publish Date: April 8, 2011 2:30 PM