Frank Speaking Live

Thursday, July 26, 2012

Sony Electronics catastrophe

Catastrophe at Sony Electronics

Catastrophe at Sony Electronics is the only way I can describe the useless after sales service at Sony. I purchased a Sony top of the line laptop six months ago and it has already packed up.
When phoning support, I was told that the only support is now provided from a call centre in Egypt where I struggled to even understand the accents. Having phoned the 16th and being promised a pick up on the 17th and 5 days before I would get the laptop back, I had some hope.
This was short lived, the laptop was not collected. Seven phone calls later and having spoken to who I was told were the managers of the call centre in Egypt, Sherif and Mo, the laptop was finally collected on Thursdaythe 19th and I was promised that after 5 working days it would be returned repaired. 
Why was I not surprised when I received the call today saying that it would not be ready in five days, in fact it seemed that they had no idea that it would be ready.
On Wednesday next week I leave for a speaking tour of Australia where I will be presenting to 14 groups of CEO's who I will be sharing this story with.
Of course, not knowing when and if I will receive my laptop before I leave, I now have to go and purchase another, but believe me, it will certainly not be a Sony, but back to the tried and trusted Toshiba.
Isn't it funny that at one time Sony Electronics was a powerhouse with an incredible reputation. Unfortunately now with outsourcing, closing local offices, not keeping promises and having no clue about customer service, they probably rate as the worst of any electronic company. If you don't believe me, just type in 'bad customer service sony' into Google, you will find more than 10 pages of postings.
All I can say is: Catastrophe at Sony Electronics