Sony Ericsson un-ethical support comments

Hi:
I thought I'd share my experieince with the support desk wtih you. Here is a letter I sent them for reference and background.
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Dear Sony Ericsson Suuport
I would like to relay my recent experience with the Sony Ericsson helpdesk. I've had some trouble getting a 6 month old phone repaired. I've now made three attempts to do so. After the first attempt the phone was returned un-repaired and not only that it had been further damaged by the repair company Flextronics which is the repair depot in Canada (Ontario at lease). I returned the phone complaining about the additional damage done during the first repair and they continue to return the phone un-repaired. I relayed this information to the Sony Ericsson helpdesk and they provide me an RMA for a third repair attempt. Once again the phone was returned un-repaired. I inquired about this May 28 with the helpdesk and they indicated there was nothing further they could do. And the most shocking part of all, was that the helpdesk manager on shift at the time of my call, about 17:30 EDT, told the associate I was dealing with that I should make a claim for damages against the courier company (Purolator) that shipped the phone. To me this is a huge ethical problem and passing the buck to some company who has no involvement with this issue. At the very least all I wanted was my phone to be returned to the state that I submitted it in. This means that Flextronics repairs the additional damage they caused. After this treatment and un-ethical behavior, I have a very different opinion of Sony Ericsson which I will be sharing with everyone that I know and Purolator. I do expect a response to this message and action taken to change the behavior of the company's staff. This is not how a reputable firm does business in this world.
I will not be purchasing any further Sony Ericsson products in the further.
cc: Purolator

Well, this seems to be rather unfortunate for you... Sony Ericssons are indeed very nice quality phones 90% of the time. It's just when it comes to actually contacting Sony about a problem that things tend to get rather unreasonable. Bottom line is, Sony Ericsson are one of the top companies to buy a phone from... if the consumer is capable at handling the problems that may occur - which let's face it, only a minority are...

OK my friend, maybe they make very good cellphones, but what good is it when you don't get the service from the company that you are buying from? The guy is right, I mean is multimillion dollar company and they can't do anything for the guy? One phone? Remember, the quality of the phone is s%$# without a good service from the company. You know what? I'm gonna copy and paste this and keep it just in case, and maybe even spread the word. The best advertisement comes from you very own clients, and if they can't handle dealing with somebody that purchase one of theyr phone, then it's not worth it. I have a Z550a Sony Ericsson, I like my phone very much, one of the best, I'll say, and I was thinking of buying another Ericsson, different model, hell, but reading this, I'll buy another brand, because I know now that I'm going to be having problem with Sony from the moment I call, that they are not going to do anything for me if my phone breaks. dschultz, I agree with you men, first time that write something like this, and I know how you feel. Fight for your rights and never give up.

Well I can see where you're coming from and I do agree with you 100% that Sony are fairly unreliable most of the time. The thing is, as long as people are still purchasing their products and they get their shares out of it, that's all that really matters to them - look at Microsoft, they have possibly the worst customer service I've ever known... but then look how many people are running a copy of Windows right now....

I will be reasonable though and say that in some instances, Sony are able to help out with some problems and do a very nice job of it at that on the occassion. If they wanted to rule out customer service altogether, they wouldn't have all the support lines in the first place. I once had assistance from them when I needed help with setting up my phone for e-mail and they were a great help. I can also honestly say that even if there wasn't any customer support at all, I would still buy their phones and so would many other people I know. I won't deny that a lot of people experience very poor service with Sony and that by all means it dosn't do their company any justice at all...

Do remember though that this is just oner persons opinion. If I were in his shoes, I personally would still buy Sony Ericsson as I have never had any phones like them, both in quality, and design. It's a hard one to judge, but I'm personally gonna give Sony the benefit of the doubt on this one. They are a pretty bad company, but their products are in almost all instances of very satisfactory quality and since it really is the product that counts before the service, it's had most people satisfied.

Now that is the truth there, also remember that it depends on the person behind then desk. I believe that the best phones are from Sony, and I'm sure that not all of the phones have any trouble at all, and maybe that's why most people are stisfy with the quality of the phone, I am satisfy with the quality of my phone. And yes, there are also other ways to deal with the situation, like getting another phone, even if it's from Ericsson, but I don't think he is going to risk it. Is also nice to test other products, you know, I mean if you are a tester. By the way, right now I have a Sony Ericcson Z550a and a W300i, 'till now, awsome, but I think these are gonna be my last Ericcson, I'm gonna try something different. It's nice to chat with you Zarphor92, interesting thread, and it just pop in mind, I think that it would be nice to make a poll about customer service from the srevice provider, not just Ericsson, different companies. Take care.

That's a nice suggestion actually - it would benefit many of our forum members, to know the average quality of Customer Service from the manufacturer that they may potentially switch to. I'll suggest it in the Moderator forums and if all goes well we might see about placing a sticky for each provider on their chosen forum . Many thanks for the suggestion - I'll be sure to pass your username to the board too.