Sony Ericsson & it's appaling customer support.

I'm still having problems installing (or uninstalling) PC suite for
the K700i so I thought it was time to email SE for their assistance.

The message was...

----
>I can't install or uninstall PC Suite without the process crashing at
>the 'removing temporary files' section. OK, most of the applications
>'seem' to be installed OK but I cannot get PC Sync to complete.
>Ideally, I'd like the applications to work but failing that, I want
>to remove *ALL* software and registry settings for PC Suite so please
>can you send me details of how to do this.
----

The reply I got 4-5 days later was..

----
>Thank you for contacting the Sony Ericsson Call Centre.
>
>With regards to your enquiry, as this is not a known problem with the
>PC Suite software, we suggest that you contact the support for your OS.
>You will also have to contact them regarding making changes to the
>registry.
>We are sorry that we cannot be of more help at this stage, but please
>do not hesitate to contact us again to troubleshoot the connection.
----

So, it appears that no one at SE knows how to remove it's own software
if something goes wrong. The fact that they suggested I call my OS's
customer support to ask them how to uninstall *their* software (and
registry entries) honestly shocked me.

I'm definitely not going to but another SE product if customer support
is as incompetent and indifferent as this.


-------------------------------------------------------------
Dale Walker London Techno Events Saiko!
[email protected] [email protected] [email protected]
London, UK london.sorted.org saiko.sorted.org

---

› See More: Sony Ericsson & it's appaling customer support.

"Dale Walker" <[email protected]> wrote in message
news:[email protected]...
> I'm still having problems installing (or uninstalling) PC suite for
> the K700i so I thought it was time to email SE for their assistance.
>
> The message was...
>
> ----
> >I can't install or uninstall PC Suite without the process crashing at
> >the 'removing temporary files' section. OK, most of the applications
> >'seem' to be installed OK but I cannot get PC Sync to complete.
> >Ideally, I'd like the applications to work but failing that, I want
> >to remove *ALL* software and registry settings for PC Suite so please
> >can you send me details of how to do this.
> ----
>
> The reply I got 4-5 days later was..
>
> ----
> >Thank you for contacting the Sony Ericsson Call Centre.
> >
> >With regards to your enquiry, as this is not a known problem with the
> >PC Suite software, we suggest that you contact the support for your OS.
> >You will also have to contact them regarding making changes to the
> >registry.
> >We are sorry that we cannot be of more help at this stage, but please
> >do not hesitate to contact us again to troubleshoot the connection.
> ----
>
> So, it appears that no one at SE knows how to remove it's own software
> if something goes wrong. The fact that they suggested I call my OS's
> customer support to ask them how to uninstall *their* software (and
> registry entries) honestly shocked me.
>
> I'm definitely not going to but another SE product if customer support
> is as incompetent and indifferent as this.
>
>
> -------------------------------------------------------------
> Dale Walker London Techno Events Saiko!
> [email protected] [email protected] [email protected]
> London, UK london.sorted.org saiko.sorted.org

They clearly either don't know or don't want to know. To say "it's not a
known problem" is being a bit arrogant, there's always a first time.
But the main point is SE are the ONLY people who can probably tell you how
to completely uninstall, eg remove registry settings. The OS CS can't do
that.
It's that point that would really get my back up, they're just fobbing you
off. I'd get back to them and press them on that point. I've had problems
like this and got the info no problem from the s/w supplier.

Bob Coates

[POSTED TO alt.cellular.ericsson - REPLY ON USENET PLEASE]

In <[email protected]> on Wed, 22 Sep 2004 20:09:06
+0100, Dale Walker <[email protected]> wrote:

>I'm still having problems installing (or uninstalling) PC suite for
>the K700i so I thought it was time to email SE for their assistance.
>
>The message was...
>
>----
>>I can't install or uninstall PC Suite without the process crashing at
>>the 'removing temporary files' section. OK, most of the applications
>>'seem' to be installed OK but I cannot get PC Sync to complete.
>>Ideally, I'd like the applications to work but failing that, I want
>>to remove *ALL* software and registry settings for PC Suite so please
>>can you send me details of how to do this.
>----
>
>The reply I got 4-5 days later was..
>
>----
>>Thank you for contacting the Sony Ericsson Call Centre.
>>
>>With regards to your enquiry, as this is not a known problem with the
>>PC Suite software, we suggest that you contact the support for your OS.
>>You will also have to contact them regarding making changes to the
>>registry.
>>We are sorry that we cannot be of more help at this stage, but please
>>do not hesitate to contact us again to troubleshoot the connection.
>----
>
>So, it appears that no one at SE knows how to remove it's own software
>if something goes wrong. The fact that they suggested I call my OS's
>customer support to ask them how to uninstall *their* software (and
>registry entries) honestly shocked me.
>
>I'm definitely not going to but another SE product if customer support
>is as incompetent and indifferent as this.


What did you expect? You'd get much the same response from any other software
vendor.

Your problem is probably being caused by something on your system (worm,
virus, anti-virus, firewall, configuration) for which SE is not responsible.

--
Best regards, HELP FOR CINGULAR GSM & SONY ERICSSON PHONES:
John Navas <http://navasgrp.home.att.net/#Cingular>

[POSTED TO alt.cellular.ericsson - REPLY ON USENET PLEASE]

In <1095884707.PjTgyHC2M8ULeZWKPeUMSw@teranews> on Wed, 22 Sep 2004 21:28:34
+0100, "Bob Coates" <[email protected]_to_reply.co.uk> wrote:

>> >Thank you for contacting the Sony Ericsson Call Centre.
>> >
>> >With regards to your enquiry, as this is not a known problem with the
>> >PC Suite software, we suggest that you contact the support for your OS.
>> >You will also have to contact them regarding making changes to the
>> >registry.
>> >We are sorry that we cannot be of more help at this stage, but please
>> >do not hesitate to contact us again to troubleshoot the connection.
>> ----
>>
>> So, it appears that no one at SE knows how to remove it's own software
>> if something goes wrong. The fact that they suggested I call my OS's
>> customer support to ask them how to uninstall *their* software (and
>> registry entries) honestly shocked me.
>>
>> I'm definitely not going to but another SE product if customer support
>> is as incompetent and indifferent as this.

>They clearly either don't know or don't want to know. To say "it's not a
>known problem" is being a bit arrogant, there's always a first time.

Of course, but it's only a statement of fact, and thus helpful, not arrogant.

>But the main point is SE are the ONLY people who can probably tell you how
>to completely uninstall, eg remove registry settings. The OS CS can't do
>that.

Actually it can, if you use the tools properly. You can use System Restore to
roll back any changes to the system (e.g., drivers); MSCONFIG to stop any
processes from loading; Windows Explorer to delete any SE directories; and
REGEDIT to delete any registry settings. Should take much less time and
effort than interacting with SE.

--
Best regards, HELP FOR CINGULAR GSM & SONY ERICSSON PHONES:
John Navas <http://navasgrp.home.att.net/#Cingular>

On Wed, 22 Sep 2004 20:54:12 GMT, John Navas
<[email protected]> wrote:

>[POSTED TO alt.cellular.ericsson - REPLY ON USENET PLEASE]
>
>In <1095884707.PjTgyHC2M8ULeZWKPeUMSw@teranews> on Wed, 22 Sep 2004 21:28:34
>+0100, "Bob Coates" <[email protected]_to_reply.co.uk> wrote:
>
>>> >Thank you for contacting the Sony Ericsson Call Centre.
>>> >
>>> >With regards to your enquiry, as this is not a known problem with the
>>> >PC Suite software, we suggest that you contact the support for your OS.
>>> >You will also have to contact them regarding making changes to the
>>> >registry.
>>> >We are sorry that we cannot be of more help at this stage, but please
>>> >do not hesitate to contact us again to troubleshoot the connection.
>>> ----
>>>
>>> So, it appears that no one at SE knows how to remove it's own software
>>> if something goes wrong. The fact that they suggested I call my OS's
>>> customer support to ask them how to uninstall *their* software (and
>>> registry entries) honestly shocked me.
>>>
>>> I'm definitely not going to but another SE product if customer support
>>> is as incompetent and indifferent as this.
>
>>They clearly either don't know or don't want to know. To say "it's not a
>>known problem" is being a bit arrogant, there's always a first time.
>
>Of course, but it's only a statement of fact, and thus helpful, not arrogant.
>
>>But the main point is SE are the ONLY people who can probably tell you how
>>to completely uninstall, eg remove registry settings. The OS CS can't do
>>that.
>
>Actually it can, if you use the tools properly. You can use System Restore to
>roll back any changes to the system (e.g., drivers);

System Restore did not fix the problem, even to the point of
uninstalling SP2 which was not a trivial process.

> MSCONFIG to stop any processes from loading;
> Windows Explorer to delete any SE directories; and

>REGEDIT to delete any registry settings.

Yes but which registry settings? It's fairly straightforward to find
anything obviously to do with SE and blitz it but more often than not
there's all sorts of third party stuff that may not be so obvious.
Also there may be changes to the values of other standard entries
elsewhere in the registry. Are you going to tell me these changes are
easy to find?

> Should take much less time and effort than interacting with SE.

Rather you than me. I've managed to completely screw up several
installations not knowing exactly what is safe to delete and what is
not.

-------------------------------------------------------------
Dale Walker London Techno Events Saiko!
[email protected] [email protected] [email protected]
London, UK london.sorted.org saiko.sorted.org

On Wed, 22 Sep 2004 20:50:10 GMT, John Navas
<[email protected]> wrote:

>[POSTED TO alt.cellular.ericsson - REPLY ON USENET PLEASE]
>
>In <[email protected]> on Wed, 22 Sep 2004 20:09:06
>+0100, Dale Walker <[email protected]> wrote:
>
>>I'm still having problems installing (or uninstalling) PC suite for
>>the K700i so I thought it was time to email SE for their assistance.
>>
>>The message was...
>>
>>----
>>>I can't install or uninstall PC Suite without the process crashing at
>>>the 'removing temporary files' section. OK, most of the applications
>>>'seem' to be installed OK but I cannot get PC Sync to complete.
>>>Ideally, I'd like the applications to work but failing that, I want
>>>to remove *ALL* software and registry settings for PC Suite so please
>>>can you send me details of how to do this.
>>----
>>
>>The reply I got 4-5 days later was..
>>
>>----
>>>Thank you for contacting the Sony Ericsson Call Centre.
>>>
>>>With regards to your enquiry, as this is not a known problem with the
>>>PC Suite software, we suggest that you contact the support for your OS.
>>>You will also have to contact them regarding making changes to the
>>>registry.
>>>We are sorry that we cannot be of more help at this stage, but please
>>>do not hesitate to contact us again to troubleshoot the connection.
>>----
>>
>>So, it appears that no one at SE knows how to remove it's own software
>>if something goes wrong. The fact that they suggested I call my OS's
>>customer support to ask them how to uninstall *their* software (and
>>registry entries) honestly shocked me.
>>
>>I'm definitely not going to but another SE product if customer support
>>is as incompetent and indifferent as this.
>
>
>What did you expect? You'd get much the same response from any other software
>vendor.

Er, no actually. Never. Even Logitech which was my previous worst
customer support site had the courtesy to ask me a few extra questions
about my setup, go down a few well trodden routes before finally
giving up on me. SE didn't even bother to do that.

>Your problem is probably being caused by something on your system (worm,
>virus, anti-virus, firewall, configuration) for which SE is not responsible.

It's fouling up their software so it should be their duty to at least
investigate, even if it isn't their fault.


-------------------------------------------------------------
Dale Walker London Techno Events Saiko!
[email protected] [email protected] [email protected]
London, UK london.sorted.org saiko.sorted.org

[POSTED TO alt.cellular.ericsson - REPLY ON USENET PLEASE]

In <[email protected]> on Wed, 22 Sep 2004 22:16:03
+0100, Dale Walker <[email protected]> wrote:

>On Wed, 22 Sep 2004 20:54:12 GMT, John Navas
><[email protected]> wrote:
>
>>[POSTED TO alt.cellular.ericsson - REPLY ON USENET PLEASE]
>>
>>In <1095884707.PjTgyHC2M8ULeZWKPeUMSw@teranews> on Wed, 22 Sep 2004 21:28:34
>>+0100, "Bob Coates" <[email protected]_to_reply.co.uk> wrote:
>>
>>>> >Thank you for contacting the Sony Ericsson Call Centre.
>>>> >
>>>> >With regards to your enquiry, as this is not a known problem with the
>>>> >PC Suite software, we suggest that you contact the support for your OS.
>>>> >You will also have to contact them regarding making changes to the
>>>> >registry.
>>>> >We are sorry that we cannot be of more help at this stage, but please
>>>> >do not hesitate to contact us again to troubleshoot the connection.
>>>> ----
>>>>
>>>> So, it appears that no one at SE knows how to remove it's own software
>>>> if something goes wrong. The fact that they suggested I call my OS's
>>>> customer support to ask them how to uninstall *their* software (and
>>>> registry entries) honestly shocked me.
>>>>
>>>> I'm definitely not going to but another SE product if customer support
>>>> is as incompetent and indifferent as this.
>>
>>>They clearly either don't know or don't want to know. To say "it's not a
>>>known problem" is being a bit arrogant, there's always a first time.
>>
>>Of course, but it's only a statement of fact, and thus helpful, not arrogant.
>>
>>>But the main point is SE are the ONLY people who can probably tell you how
>>>to completely uninstall, eg remove registry settings. The OS CS can't do
>>>that.
>>
>>Actually it can, if you use the tools properly. You can use System Restore to
>>roll back any changes to the system (e.g., drivers);
>
>System Restore did not fix the problem, even to the point of
>uninstalling SP2 which was not a trivial process.

What problem?

>> MSCONFIG to stop any processes from loading;
>> Windows Explorer to delete any SE directories; and
>
>>REGEDIT to delete any registry settings.
>
>Yes but which registry settings? It's fairly straightforward to find
>anything obviously to do with SE and blitz it but more often than not
>there's all sorts of third party stuff that may not be so obvious.
>Also there may be changes to the values of other standard entries
>elsewhere in the registry. Are you going to tell me these changes are
>easy to find?

I'm going to tell you that they really don't matter.

>> Should take much less time and effort than interacting with SE.
>
>Rather you than me. I've managed to completely screw up several
>installations not knowing exactly what is safe to delete and what is
>not.

When System Restore doesn't work, then you have serious problems unrelated to
SE. And why would you uninstall SP2?!

--
Best regards, HELP FOR CINGULAR GSM & SONY ERICSSON PHONES:
John Navas <http://navasgrp.home.att.net/#Cingular>

[POSTED TO alt.cellular.ericsson - REPLY ON USENET PLEASE]

In <[email protected]> on Wed, 22 Sep 2004 22:46:55
+0100, Dale Walker <[email protected]> wrote:

>On Wed, 22 Sep 2004 20:50:10 GMT, John Navas
><[email protected]> wrote:
>
>>In <[email protected]> on Wed, 22 Sep 2004 20:09:06
>>+0100, Dale Walker <[email protected]> wrote:

>>>>Thank you for contacting the Sony Ericsson Call Centre.
>>>>
>>>>With regards to your enquiry, as this is not a known problem with the
>>>>PC Suite software, we suggest that you contact the support for your OS.
>>>>You will also have to contact them regarding making changes to the
>>>>registry.
>>>>We are sorry that we cannot be of more help at this stage, but please
>>>>do not hesitate to contact us again to troubleshoot the connection.
>>>----
>>>
>>>So, it appears that no one at SE knows how to remove it's own software
>>>if something goes wrong. The fact that they suggested I call my OS's
>>>customer support to ask them how to uninstall *their* software (and
>>>registry entries) honestly shocked me.
>>>
>>>I'm definitely not going to but another SE product if customer support
>>>is as incompetent and indifferent as this.
>>
>>
>>What did you expect? You'd get much the same response from any other software
>>vendor.
>
>Er, no actually. Never. Even Logitech which was my previous worst
>customer support site had the courtesy to ask me a few extra questions
>about my setup, go down a few well trodden routes before finally
>giving up on me. SE didn't even bother to do that.

I assure you that most software vendors aren't going to troubleshoot OS
problems.

>>Your problem is probably being caused by something on your system (worm,
>>virus, anti-virus, firewall, configuration) for which SE is not responsible.
>
>It's fouling up their software so it should be their duty to at least
>investigate, even if it isn't their fault.

I respectfully disagree. Since you say System Restore isn't working, then
you've obviously got serious problems unrelated to SE, although you haven't
been clear as to what those problems are.

--
Best regards, HELP FOR CINGULAR GSM & SONY ERICSSON PHONES:
John Navas <http://navasgrp.home.att.net/#Cingular>

On Wed, 22 Sep 2004 22:48:52 GMT, John Navas
<[email protected]> wrote:

>What problem?
>
>>> MSCONFIG to stop any processes from loading;
>>> Windows Explorer to delete any SE directories; and
>>
>>>REGEDIT to delete any registry settings.
>>
>>Yes but which registry settings? It's fairly straightforward to find
>>anything obviously to do with SE and blitz it but more often than not
>>there's all sorts of third party stuff that may not be so obvious.
>>Also there may be changes to the values of other standard entries
>>elsewhere in the registry. Are you going to tell me these changes are
>>easy to find?
>
>I'm going to tell you that they really don't matter.
>
>>> Should take much less time and effort than interacting with SE.
>>
>>Rather you than me. I've managed to completely screw up several
>>installations not knowing exactly what is safe to delete and what is
>>not.
>
>When System Restore doesn't work, then you have serious problems unrelated to
>SE. And why would you uninstall SP2?!

Because that was previous system restore point.

-------------------------------------------------------------
Dale Walker London Techno Events Saiko!
[email protected] [email protected] [email protected]
London, UK london.sorted.org saiko.sorted.org

On Wed, 22 Sep 2004 22:51:08 GMT, John Navas
<[email protected]> wrote:

>[POSTED TO alt.cellular.ericsson - REPLY ON USENET PLEASE]
>
>In <[email protected]> on Wed, 22 Sep 2004 22:46:55
>+0100, Dale Walker <[email protected]> wrote:
>
>>On Wed, 22 Sep 2004 20:50:10 GMT, John Navas
>><[email protected]> wrote:
>>
>>>In <[email protected]> on Wed, 22 Sep 2004 20:09:06
>>>+0100, Dale Walker <[email protected]> wrote:
>
>>>>>Thank you for contacting the Sony Ericsson Call Centre.
>>>>>
>>>>>With regards to your enquiry, as this is not a known problem with the
>>>>>PC Suite software, we suggest that you contact the support for your OS.
>>>>>You will also have to contact them regarding making changes to the
>>>>>registry.
>>>>>We are sorry that we cannot be of more help at this stage, but please
>>>>>do not hesitate to contact us again to troubleshoot the connection.
>>>>----
>>>>
>>>>So, it appears that no one at SE knows how to remove it's own software
>>>>if something goes wrong. The fact that they suggested I call my OS's
>>>>customer support to ask them how to uninstall *their* software (and
>>>>registry entries) honestly shocked me.
>>>>
>>>>I'm definitely not going to but another SE product if customer support
>>>>is as incompetent and indifferent as this.
>>>
>>>
>>>What did you expect? You'd get much the same response from any other software
>>>vendor.
>>
>>Er, no actually. Never. Even Logitech which was my previous worst
>>customer support site had the courtesy to ask me a few extra questions
>>about my setup, go down a few well trodden routes before finally
>>giving up on me. SE didn't even bother to do that.
>
>I assure you that most software vendors aren't going to troubleshoot OS
>problems.
>
>>>Your problem is probably being caused by something on your system (worm,
>>>virus, anti-virus, firewall, configuration) for which SE is not responsible.
>>
>>It's fouling up their software so it should be their duty to at least
>>investigate, even if it isn't their fault.
>
>I respectfully disagree. Since you say System Restore isn't working, then
>you've obviously got serious problems unrelated to SE, although you haven't
>been clear as to what those problems are.

I didn't say system restore isn't working, I said it didn't fix the
problem.

-------------------------------------------------------------
Dale Walker London Techno Events Saiko!
[email protected] [email protected] [email protected]
London, UK london.sorted.org saiko.sorted.org

On Wed, 22 Sep 2004 22:51:08 GMT, John Navas
<[email protected]> wrote:

>>Er, no actually. Never. Even Logitech which was my previous worst
>>customer support site had the courtesy to ask me a few extra questions
>>about my setup, go down a few well trodden routes before finally
>>giving up on me. SE didn't even bother to do that.
>
>I assure you that most software vendors aren't going to troubleshoot OS
>problems.

Not even ones caused by their own applications?

-------------------------------------------------------------
Dale Walker London Techno Events Saiko!
[email protected] [email protected] [email protected]
London, UK london.sorted.org saiko.sorted.org

I've contact SE on several occasions, and never had a bad experience. Granted that I contacted them about my phone, and not software, I think you're being too harsh as the problem probably is with your OS. If it's really pissing you off that much, you can always format.

[POSTED TO alt.cellular.ericsson - REPLY ON USENET PLEASE]

In <[email protected]> on Thu, 23 Sep 2004 00:14:47
+0100, Dale Walker <[email protected]> wrote:

>On Wed, 22 Sep 2004 22:51:08 GMT, John Navas
><[email protected]> wrote:
>
>>>Er, no actually. Never. Even Logitech which was my previous worst
>>>customer support site had the courtesy to ask me a few extra questions
>>>about my setup, go down a few well trodden routes before finally
>>>giving up on me. SE didn't even bother to do that.
>>
>>I assure you that most software vendors aren't going to troubleshoot OS
>>problems.
>
>Not even ones caused by their own applications?

What makes you think this was caused by SE? As I've written, it looks to me
like some other problem in your system.

--
Best regards, HELP FOR CINGULAR GSM & SONY ERICSSON PHONES:
John Navas <http://navasgrp.home.att.net/#Cingular>

[POSTED TO alt.cellular.ericsson - REPLY ON USENET PLEASE]

In <[email protected]> on Thu, 23 Sep 2004 00:11:27
+0100, Dale Walker <[email protected]> wrote:

>On Wed, 22 Sep 2004 22:48:52 GMT, John Navas
><[email protected]> wrote:

>>When System Restore doesn't work, then you have serious problems unrelated to
>>SE. And why would you uninstall SP2?!
>
>Because that was previous system restore point.

So you didn't set a Restore Point before installing? And you're blaming SE?

--
Best regards, HELP FOR CINGULAR GSM & SONY ERICSSON PHONES:
John Navas <http://navasgrp.home.att.net/#Cingular>

[POSTED TO alt.cellular.ericsson - REPLY ON USENET PLEASE]

In <[email protected]> on Thu, 23 Sep 2004 00:12:35
+0100, Dale Walker <[email protected]> wrote:

>On Wed, 22 Sep 2004 22:51:08 GMT, John Navas
><[email protected]> wrote:

>>I respectfully disagree. Since you say System Restore isn't working, then
>>you've obviously got serious problems unrelated to SE, although you haven't
>>been clear as to what those problems are.
>
>I didn't say system restore isn't working, I said it didn't fix the
>problem.

WHAT PROBLEM?

--
Best regards, HELP FOR CINGULAR GSM & SONY ERICSSON PHONES:
John Navas <http://navasgrp.home.att.net/#Cingular>