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Perfect example of Sony-Bile (Reply to this comment)
by aaronn73
I purchased my second PS3 and blue ray remote from Sony Style approximately two weeks after my first failed PS3 purchase. I felt that due to circumstances surrounding the previous purchase, that if I called they would give me free expedited shipping. The customer service rep at Sony Style was also convinced that I should receive the shipping, and was happy to escalate the matter. The rep explained that I would receive a response from the escalation department within 24 to 48 hours regarding the request. I never received the response, and about a week later, my PS3 arrived. I opened the PS3 box and discovered that the Dual Shock 3 wireless controller was missing, so I called customer support. They would not provide me with assistance until I contacted the appropriate department. After being transferred to multiple incorrect departments, I reached the correct department. To receive the controller I was told I had to fax a bunch of information and a copy of the original receipt. I was also informed that it would take roughly two weeks for the controller to arrive. I did not want to wait that long, so I called customer service, asked for an exchange, and explained the delay in getting the controller. The rep informed me that the exchange would take the same amount of time. I was shocked that a process utilizing a next day air shipping service could take two weeks. The rep then treated me to an explanation of said process, which I will not go into here. It will be sufficient for me to say that Sony Style requires that all customer service related issues be routed through departments other than customer service and that each of these departments takes between one and five business days to complete their job. Ultimately, for my inconvenience, the representative offered me 5% off the order. I choose to take the 5% and wait for the missing controller to be mailed to me.
After receiving the controller and setting up the PS3, the picture began to intermittently not display. Therefore, I called technical support. Tech support determined it was defective and provided me with an event ID. I then contacted customer service and gave them the event ID. They guaranteed next day air upon providing a Fed Ex tracking number. When I called back with the tracking number, the representative told me that they do NOT provide exchanges they only provided returns. He said that either I would need to wait for the product to arrive at Sony Style and a credit to be applied to my account before I repurchased it or I could incur the additional cost of purchasing a replacement immediately. He then offered to transfer me to sales if I chose the second option. I suggested that he/she must be mistaken because more than one rep has informed me of the option to exchange the product. Since he was unwilling to consider the possibility that he was incorrect, I asked to speak with a manager. He asked me to hold, several minutes later, he returned to the line and told me that I was being transferred to the department that handles exchanges. I was transferred to the SALES department; they do not handle exchanges. The salesperson I spoke with performed a three-way call with customer service to find out why I had been transferred to their department. The rep that he spoke with informed him of what the previous rep had written in the notes “customer service does not provide exchanges.” (why then, did this rep transfer me to the department that handles exchanges). After getting off the phone with the salesperson, I called back to customer service and asked for a manager, the person that I spoke with was happy to put me in contact with his manager and while I was holding, he tried to resolve my concern. Here is the amazing part: he told me that Sony Style DOES have an exchange process. This process is provided through the escalation department and the existence of this exchange process was documented in the notes for my case.
The rep said he would give the tracking number to the escalation department and I should expect a response within three to five business days. This response, he said, would contain a Fed Ex tracking number for my replacement. I did not receive communication from the escalation department. Thus, I called customer service and the rep was more than happy to send the concern (that I did not receive a response from the escalation department) to the escalation department, he also indicated that a response would be received within 24 to 48 hours. I waited 72 hours before calling back and requesting a manager. This manager fully understood my concerns and wanted to do everything possible to make sure that I would somehow be compensated for the inconvenience. He said he would personally speak with an escalation department manager and that I should expect a response from the escalation department within 24 to 48 hours. Within 48 hours, I had a response from the escalation department. Here is the message:
Response (Marta L) 10/27/2009 08:33 AM
Dear *****,
Thank you for shopping with Sony Style.
I apologize for the difficulties you experienced with your Sony Style order. We have received your item on 10/21/2009, and the receiving warehouse will process a refund within 7-10 business days and the credit will be applied to your account within 1-2 billing cycles.
As the refund process is in effect to replace the item will need to be done through the means of placing another order for the desired item.
Thank you for choosing Sony Style!
****
Sony Style Customer Care
After receiving this email, I called customer support and spoke to a manager. He had the gall to claim that by providing a credit to my account I was being compensated. After over an hour on the phone with this manager, I negotiated a small compensation for the extreme inconvenience that I experienced. This is the last purchase I will make from Sony Style, their customer service is atrocious, and the quality assurance of the products they sell would not meet the standards of other reputable e-commerce sites.
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Oct 29 '09
10:24 pm PDT
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Not so much (Reply to this comment)
by pwoods101
I found the shopping & buying experience to be less than desirable. I was shopping for a popular Sony ebook reader, so I decided to go right to the main Sony online store. I found that the product description was far less informative that the other etailers. The product was on back order at SonyStyle, yet available at other stores. Anyway, I decided to order on SS, and give them a few days to ship. After three days, I received an email saying that the product should ship today. Another week goes by, still no shipment. I called to cancel, but was told their "system" was down and to call back later. I called back 5 hours later, and the system was still down. I called the next day, and even though the status said it had not shipped, the operator could not confirm. I just canceled the order, placed an order with my usual etailer and the next day I had my ebook reader. Sony needs to work on the website, and their customer service call center which I think is in South America? Anyway, oddly enough, SonyStyle may not be the best place to order a Sony product.
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Sep 10 '09
6:18 am PDT
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Accurate Appraisal! (Reply to this comment)
by mckennatime
I had to use this site several times in December and I had similar problematical experiences.
* Sonystyle.com: to be used as a reference only!
Mc Kenna~
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Jan 06 '02
8:34 pm PST
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Re: I'm becoming more and more opposed to online shopping (Reply to this comment)
by search66
I agree... I rarely shop online unless I have to. I do most of my research online, and then go to Best Buy (or wherever). But, in this case I had no choice.
Oh well...
-66
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Dec 27 '01
1:53 pm PST
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I'm becoming more and more opposed to online shopping (Reply to this comment)
by oneazn2nv
I did a lot of online purchases through reliable places, like amazon.com as well as new stores. The thing I eventually learned. GO Local retail. You get instant gratification and you don't have to put up with orders not coming in.
To all those at amazon.com and sonystyle a big screw you. I've lost at least $120 on amazon's site.
-oneazn2nv
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Dec 27 '01
4:59 am PST
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Yikes! (Reply to this comment)
by erinrounds,  in Online Stores & Services
I would have thought a big electronics company of all things would have a cutting edge web site. Thanks for the heads up and the good review. :)
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Dec 14 '01
4:52 pm PST
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Re: Outstanding! (Reply to this comment)
by search66
Thanks thanks. I was hoping not to let me horrible experience deter from the true "review" part of the opinion.
Many times writers will write solely on their experience, but fail to point out factual information. It's hard to do, but beneficial to everyone in the end.
Thanks for the comment, and happy holidays back at ya!
-66
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Dec 13 '01
10:43 am PST
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Outstanding! (Reply to this comment)
by mrkstvns
This review should serve as a model to other writers in the online stores category. You've really touched on things that make a difference to customers and you thoroughly deserve a "VERY HELPFUL" rating, because that's exactly what this review is...
Happy holidays!
Mark
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Dec 13 '01
10:35 am PST
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