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I have always been a fan of Sony products and have been quite actively purchasing the same. This all seems to be changing since I, for the first time had the need to get some customer service due to the product malfunctioning.
I recently bought a Bluetooth MW600 in the month of May, 2011. Initially it worked fine but very soon it started giving trouble. First one ear plug stopped working, then the other and finally the Bluetooth itself stopped working. Unfortunately when the first ear plug stopped working, I thought I saw that the wire to that ear piece got borken somehow so did something which I could have avioided; cut the wire towards one earpiece and try and join the wires again. Unfortunately it did not work. Within a day or two of that, the second earplug stopped working. Soon I realised that the problem was with the entire piece so went to the Service centre where they agreed to take in the Bluetooth but not the headphone. On my arguing that although this is tampered according to the strictest norms, they should appreciate that even the non tampered ear plug is not working thus give me a solution. They said it was not in their hands and requested me to talk to Sony Ericsson Support Centre. I spoke to someone who put me onto a gentleman called Rohin. This person claimed to be a senior resource and promised to call me the next day.When I did not hear from him for over a week, I tried calling him but he never came on the line but I was told that he will call back. Finally today some otheor person Mr. Dheeraj Joshi told me in plain words that this cannot be done. It is rather sad that a company as large and renowned as Sony has to get down to the level of using techincal words to hide poor quality. I am attaching the pictures to show that the headphone was simply cut in one plug and that if it was alright than the other ear plug should have been working.
The second case is that After the bluetooth I bought an Xperia X 10. Along with the phone the headphones I got were the button type which are typically one of the better Sony Headphones. Unfortunately these simply do not fit my ear. Thus even without using them, I requested Mr. Rohin and then Mr, Joshi to at least change these headphones to behind the ear clip ones as at least then between the two headphones, one will be the kind I can use, specially since I do long distance running but again I got a negative answer.
I have in the past had expereinces of Service centres of some large companies but must say this is by far the worst. I do hope Sony seniors are listening and they can step in and redeem their value in my eyes if they think an individual customer is important.
Thats good idea !
They are really helpful.satisfied with their help.
YES i too agree that the customer care service is very supportive.They give solutions which are really helpful.
SE Cust. Service in our country is very good. They give us a 2 year warranty and they help us with our phones.
this is great thanks so much
there is very pleasant customer care service......
Pathetic in their knowledge base, the new staff don't seem to be trained any longer these days.. always pass the buck, never a clear response, never a proactive communication with their technical staff ( or even forwarding necessary emails, questions, etc) Look up their website and thats poorly designed when it comes to a search for answers to your questions ( though not quite the same when it comes to marketing aspect of the phones ....
Just simply too slow to act ! been a SE user for long and am really disappointed !
Asked for a few patch files to be created but not even a word in response from their tech team how hard is it to create a few meaningful aps like BTFM ( who uses hands free these days? ) why the inflexibility with pre-loaded software?? fine have it on if it means commercial viability but don't treat the customer like dirt! surely they should be respecting the customers' free will to remove aps not required ? but thats not how it works in SE anymore........
I've never had any bad experience with SE Customer Service so far so yes I'm satisfied with their support
Sony ericsson support is pretty good to me so far