topic Re: Official Complaint in General chat

Official Complaint

Taylorraz — Wed, 16 Jan 2019 07:33:15 GMT

I have recently spent nearly £4000 on Sony products and received to worst technical support and customer service ever, I really want to make an official written complaint, but can not find any email or postal address to do this, can anyone advise?

Re: Official Complaint

jumpsuit — Wed, 16 Jan 2019 08:23:24 GMT

Hi @Taylorraz and welcome to the Community

Just in case we may be able to help, what type of technical problems have you been having?

If you want to complain you could try using the contact details Here

or perhaps write to head office in the UK, details here

Hope this helps.

Re: Official Complaint

Taylorraz — Thu, 24 Jan 2019 06:39:41 GMT

Hi Jumpy

thank you for the offer, but it’s to late now, we recently purchased AF8 65” HT-ST5000 and X800 Blu-Ray

we had constant issues with loss of sound and also being able to watch Netflix thru the X800, the loss of sound would happen both on a DVD and thru only the Movie Chanels on sKy.. after over 2 weeks of talking to Sony technical and being advised of several things to try including buying brand new HDMI leads to replace already new expensive HDMI Leads the last advice was they would escalate it which could take a further 48 WORKING hours, sorry spending £4000 deserves better customer service especially since we have been loyal Sony customers for over 20 years, we are now looking at alternate brands

sorry rant over

Re: Official Complaint

jumpsuit — Fri, 25 Jan 2019 12:26:52 GMT

Hi again @Taylorraz

No worries, I can understand your frustration.

How long ago did they escalate it and have you had any response?

Re: Official Complaint

Taylorraz — Sat, 26 Jan 2019 07:54:46 GMT

Hi Jumpy, it was after approximately 2 weeks of constant calls and attempts to resolve the issue they decided to escalate the situation and informed me that could take up to 48 WORKING hours ( 6 days) for someone to get back to me, in my opinion after spending nearly £4000 on Sony products and being so frustrated with the issue was not acceptable and as I was within my 28 day period of buying the products I decided it was the right decision to return ALL the products for a full refund the adviser just closed the case.

the escalation of 48 working hours would had taking the problem to 30 days on NEW Products ???

is this the way Sony work?