I’m sure you’ve heard of that great big ol’ company called Sony, but I bet you havn’t been through customer support like this one! Here’s my story. Its quite interesting actually.
So, as you know, I have been waiting for my Windows 7 upgrade kit for about 3 weeks. It was coming from Sony and not directly from Microsoft.
It finally arrived yesterday, but it was the wrong disc. I don’t know which knob they put in charge, but there you go. The disc I was sent was to analyse your computer – and thats all. It doesn’t install Windows or anything. Its as useless as a brick! lol
There was nothing I could do with it, so I called up Sony VAIO Link and after a 5 minute hold, I got through to a gentleman. He listened to my problem which was quite a long explanation – he said I have the wrong number and he gave a number – claiming it is the right one.
So I call this number up. After another short hold, I got through another gentleman and he sounded American. I told him that I was told to call this number instead and then I explained my problem to him. He said I was through to the right person/company, but he couldn’t arrange a exchange. Once again, this gentleman told me I am through to the wrong deptartment and I should call Microsoft – because maybe something is wrong on their side.
Sony CustomerHelpLine closes at 6PM and it was rapidly reaching 6PM.
I called Microsoft and they said that the management of sending out the Windows 7 discs are not in their hands as they have distrubuted them to vendors already. They advised me call Sony again and ask them for the right number.
I did this and I got another number. This time I got through to a woman and she sounded polite. She knew what I was talking about and she was ready to help. She put me on hold while she contacted managment and after a 2 minute hold , she returned. She told me she would give me a number to Sony’s Windows 7 helpline.
Once more, I rang this 2 more new numbers. I got through a gentleman and he said this was wrong the number AGAIN and he would transfer me himself. I was glad to accept the transfer as I was getting tired pushing numbers! I got through to a Woman and she understood the problem quickly.
I am now having the correct discs sent out while I must return the useless/brick disc.
So many numbers for 1 problem. It was riduculous!
I hate customer support like this. PlayStation has support like this also. It’s horrible customer support. But not every helpline is terrible! Just Sony’s.
Last note, From the woman, I also got the email to the head of department of Customer Care at sony. I sent them this email. I spoke the truth and nothing but the truth;
Now I see why Sony’s tagline is “Like.No.Other.” It’s because they really are like no other. They have to be different, with bad customer support.
Timeframe: Close to 50 Minutes. Put it this way, Sony’s customer support closed when I was done with them 😉
But dont get me wrong! I love Sony products, just the support is rather poor.
Have you had simular bad customer support?
– Mr Fun