Poor Sony Customer Service

[[buck]]

Hello!

I just though i'd sure my experiences regarding customer service from a few major DVDR brands.

About 2 weeks ago, I sent Sony Canada, via regular mail, a single poorly bonded SONYD11 (with air bubbles at the hub), following the instructions provided on the packaging.

Today, I recieved an email from a "Senior Marketing Coordinator" of Sony Canada. He apologized for the defective media, and asked me to send the remaining 24 discs from the 25-pk it came from.

Unfortunately, I only have 10 discs left. The rest were either thrown in the garbage, given away to friends, etc. I replied to his email asking if it would adequate if I send the remaining 10 discs in order to get a 25-pk as replacement, and to my HUGE surprise, he replied that "to send you a 25-pk DVD+R spindle, yes, we need a whole thing back."

This REALLY caught me off guard because he was very courteous, and even stated that he realizes that shipping a 25-pk would probably cost more than the spindle itself. I really can't believe how stingy Sony is. Anyway, he is now sended me a single disc to replace the defective one I sent him.

I'd like to contrast this with the service i've recieved from Maxell Canada. About 2 months ago, I sent Maxell a defective 8X DVD-R (similar problem) and 2 weeks later I found an overnighted FedEx package on my doorstep. Inside it was a 100-pk! Now that is customer service!

I'd also like to note I haven't heard back from Fujifilm Canada regarding a defective RICOHJPNR01 disc I sent them 2 months ago... but i'll give them the benefit of the doubt as there's always a change it could have got lost in the mail, etc.

I really don't see a reason to pay the typical Sony premium for service like this. There was a time when Sony was known for their excellent products and excellent service.

Cheers guys.

[Scour]

Hello!

Lol!

Very interesting

Looks like Sony is in trouble and want to save money. But i doubt that people will buy Sony again, when the support is like this, so I guess that Sony take the wrong way for a better future

[[buck]]

Hello!

Lol!

Very interesting

Looks like Sony is in trouble and want to save money. But i doubt that people will buy Sony again, when the support is like this, so I guess that Sony take the wrong way for a better future

I was pretty floored when the guy told me that 10 discs wouldn't enough... i've heard good things about Sony support in ths US. I believe they pay shipping both ways, but I guess not here in Canada.

[Advenger]

I stay away from Sony any more. All they do is invent incompatable standards that tie you to thier products. Like memstick , psp portable firware that constanally changes to keep others out. They are the king of priporitary standards!

[dolphinius_rex]

I stay away from Sony any more. All they do is invent incompatable standards that tie you to thier products. Like memstick , psp portable firware that constanally changes to keep others out. They are the king of priporitary standards!

Don't forget those damn CD-Rs.... what were they thinking?!

[MediumRare]

Don't forget those damn CD-Rs.... what were they thinking?!

They had Philips to keep them honest on that one.

G

[dolphinius_rex]

Don't forget those damn CD-Rs.... what were they thinking?!

They had Philips to keep them honest on that one.

G

What about HD Content then? Literally a strong majority of TV shows and movies shot in HD are done on Sony engineered video products. In fact, I'd go so far as to say nearly 100% of them are.

What people don't realize is that Sony is a HUGE technology provider, who is completely taken for granted. Yeah, they've made some bad choices, and put out some stupid formats... but you know what? A *LOT* of other companies have too!! Look at Verbatim and DVD-RDL!! Look at JVC pushing for DVD-RWDL!! What about those self destructing DVDs?? What about those stupid DivX format players that completely bombed (not the codec DivX!). Even 32x CD-RWs were kind of a bomb! And let's not forget those incredibly lame TruX CD-ROM's which used multiple lasers to read a CD back at incredible speeds... and had a lifespan of a year or so, before they died, usually taking the CD in the drive at the time WITH them.

There's a LOT of crap that has appeared on the market. At least Sony is pushing the envelope, and usually even their lame formats have at least SOME use and support (like MiniDiscs).

You know the REALLY sad thing? I don't even LIKE Sony that much.... but I can at least respect their positive efforts.

[[buck]]

Just a little update... after bitching at Sony about their crappy customer service in comparison to Maxell, they said they'd send me "25DPR47LS3 x 1 pc" aka a 25-pk. We'll see if/when it comes.

[Scour]

Just a little update... after bitching at Sony about their crappy customer service in comparison to Maxell, they said they'd send me "25DPR47LS3 x 1 pc" aka a 25-pk. We'll see if/when it comes.

Wow

[[buck]]

Just thought I'd update you all on how things turned out...

Sony ended up sending me a 25pk. No complaints.

Just today, after about 2 months of waiting, I found an evelope from Fujifilm with a single Fujifilm 8X DVD+R (RITEKR03) as replacement for the defective RICOHJPNR01 I sent them. I can't say I'm too impressed. 2 months to send me a crappy replacement?

Oh yeah, I forgot, for whatever reason Fuji actually *sent back* the disc I sent them, along with the replacement... don't ask me why.

[[buck]]

And yet another update... Sony sent me replacements for 3 RICOHJPNR01 that went bad after 6-12 months. I only send them the defective discs 1.5 weeks ago, too.

If I had to rate Fuji, Sony, and Maxell on their warranty replacement, I would give:

Maxell an A+
Sony a A-
Fuji an F+