topic Re: Complaints department in Other TVs

Complaints department

apashu — Mon, 02 Jul 2012 14:26:35 GMT

Anyone knows the SLA for answering complaints? I logged a complaint last Thursday, 28.06.2012 and yet no answer.

I'm extremely frustated and lost any confidence in the Sony brand quality or customer services considering my TV (still under warranty) is in the repair shop for investigation a 3rd time in the last two months ... having 2 LCD panels replaced already and it's still broken

I never thought it could be so bad ... but now I feel robbed by Sony after spending over £1000 on this TV which sits more in the repairing shop.

Re: Complaints department

apashu — Tue, 03 Jul 2012 10:53:29 GMT

Today I spoke with someone from Customer Services - systems were down so no joy. At least they took my details and someone will follow up.

SONY, I really hope this will end up well othwerwise lots of negative publicity will follow.

Complaints department

comaxwe93 — Wed, 20 Mar 2013 09:58:16 GMT

I'd like to know who you raised the Complaint with as I am looking to raise a complaint relating to a missing component from a recently purchased tv from Sony Online. TV has come missing two components the bracket for fixing the tv to the stand, and the batteries for the handset - all of which are supposed to be included according to the packaging. Contacted the support line who were all supportive and understanding but could only offer

1) I (yes me!) require to purchase the missing part from the Sony Online spares at a cost of £50 with no guarantee of being reimbursed. OR

2) The whole tv is returned (via courier) and I get a full refund as no similar model of tv's are in stock.

I appreciate that this is the process customer services have ot follow but it would seem that there is no room for common sense to intervene to arrange the shipment of the missing part in order to retain the sale of a tv.

As it stand Sony are to lose the sale of the tv and have the expense of two couriers all over a missing £50 bracket. I just cannot get my head around this.

So if anyone out there knows of the Complaints department or a department other than Customer Services who may be able to assist the information would be gratefully received.

Message was edited by: comaxwe93

Spell checked.

Re: Complaints department

Thalamus. — Wed, 20 Mar 2013 10:26:27 GMT

Hi comaxwe93,

welcome to Questions & Answers..:smileyhappy:

I have passed your comments on to one of our contacts in Sony, in the hope that you'll receive a more favourable reply, as soon as I get any information I'll update this thread..

Re: Complaints department

comaxwe93 — Wed, 20 Mar 2013 12:19:47 GMT

Thanks a million Thalamus for taking the time and effort to relay this. Hopefully something positive will come of it.

Re: Complaints department

Thalamus. — Wed, 20 Mar 2013 20:10:40 GMT

You're welcome, fingers crossed..

Re: Complaints department

comaxwe93 — Fri, 22 Mar 2013 19:19:22 GMT

Thalamus - I received an email from a Customer Relations Officer willing to help. I also recived notification abck from the Customer Support team on Wednesday that they have agreed to send my the part, so I waiting on it being delivered. Fingers crossed this has a happy ending.

Re: Complaints department

Thalamus. — Fri, 22 Mar 2013 21:04:29 GMT

Excellent news, I hope everything goes smoothly for you this time..

Re: Complaints department

Thalamus. — Thu, 28 Mar 2013 16:32:21 GMT

Hi comaxwe93,

just checking if the missing parts that you required have arrived ok..:smileyconfused:

Complaints department

comaxwe93 — Thu, 28 Mar 2013 22:10:36 GMT

No, parts have not arrived as yet. Contacted the Customer Services team who insist they have been dispatched however they have no tracking reference, nor idea when they will arrive. Beginning to get a bit sick of this...I have a TV which I cannot use...

Message was edited by: comaxwe93

spelling

Re: Complaints department

Thalamus. — Thu, 28 Mar 2013 23:09:48 GMT

Oh, I was expecting good news, let me see if I can get any info on what's gone wrong..

Re: Complaints department

samkm17 — Mon, 15 Apr 2013 17:47:07 GMT

I am also looking for help with contacting the Complaints department. I have an STR-DN1030 which I took in for repair 8 weeks ago, when it was less than 2 months old. It is still not fixed because they are still awaiting a part which was on back order till 7th April.

I thought that this was an unacceptable length of time to wait for a warranty repair, so I contacted the customer services department to request a replacement. They assured me that the parts were available and would be couriered to the repair centre asap, but this didn't happen.

I then submitted a complaint via the website 2 weeks ago. I did get a callback, although not within the promised 24 hours, and unfortunately by then I was away. He promised to contact the repair centre and get back to me, but hasn't. I keep replying to the emails to ask for an update and get promised a callback from the manager within 24 hours, but I have had nothing. The repair centre still hasn't got the part.

The case number is 8341131.

I just want a replacement or a refund straightaway.

Re: Complaints department

jo1977 — Sat, 11 May 2013 20:21:17 GMT

Would also like some help, please

Bought a laptop SVE1713C5E on Feb 2013 which is still not been listed by Sony for accessories, althought bought by me Feb 2013 almost certain I was not the first to buy this laptop so problem has been going on for a longer period of time.

Bought a two year extended warranty by phone as laptop is not listed, waste of time as can't activate because you've guessed laptop not listed.

Sony support on numerous occasions have said it's fix when it's not, last week was told would be up and running in 48hrs another brush off.

Re: Complaints department

jo1977 — Mon, 13 May 2013 22:18:10 GMT

Received a phone call from Sony today my laptop have now been listed on their system.

Unsure if it someone from Sony reading this thread or it was my phone calls/email to Sony direct.