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09/25/2007 06:57:13 PM · #1 |
I do not put up with shoddy customer service. I will be FIRST in line to complain to any manager when I get bad service.
However....I also will be first to give credit for excellent customer service. So I wanted to share an excellent experience with SONY's customer service.
My 717 started having intermittent problems about 3 weeks ago and finally just wouldn't take a photo. I wasn't sure if SONY was still dealing with the sensor repair issues, but I figured I'd call them first before taking it somewhere to be repaired.
I waited perhaps 30 seconds for a customer service rep who spoke clearly, slowly, and knowledably and quickly discerned that yes, I needed to send them my camera for a repair, free of charge. I was on the phone with him for less than 5 minutes. I purchased this camera used off of Ebay last year.
Within 5 minutes, I had an email with the UPS shipping label. I packed it up and shipped in out on the 16th.
Along with the label, I received the tracking number so I could keep track of the progress. I received an email from the repair center when the item was received by them and another email when it was sent out. I received the camera today - 9 days later after I sent it in - working just fine! Along with the camera was information on how to check out the item to make sure it was working properly and who to contact if I had any problems whatsoever. It also said to hold on to all the information because all of their repairs are covered by a 90 day
warranty.
All in all, I was VERY impressed by the service received. |
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09/25/2007 08:13:28 PM · #2 |
I have to admit that when I was using Sony...I always had fantastic service from them. I bought from them direct and they just couldn't do enough for me.
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09/26/2007 03:38:45 PM · #3 |
| What's most surprising is that they would honor the warranty of something bought off eBay. |
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09/26/2007 10:37:33 PM · #4 |
Originally posted by Creature:
What's most surprising is that they would honor the warranty of something bought off eBay. |
Well, it wasn't really a warranty issue. They had some bad sensors (I think it was the sensors) in not only some of their own cameras, but in some other electronics they provided it for. After numerous cases of this thing going bad, they set up a free repair program not dependent on the status of the warranty. I think I read someplace that the opportunity to send in a unit for repair ends in October, but I could be wrong. The issues been around for quite some time now, so I'm glad mine quit while they would still do something about it. |
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