Wednesday, April 17, 2013

Complaints Form: SONY - Worst Customer Service and Product Quality

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Name*:ronald
Email*:ronald.perez@fluor.com
Subject of Complaint*:SONY - Worst Customer Service and Product Quality
Details of Complaint*:This is how I and my wife experienced the worst of Sony Customer Service and Product quality here in Philippines. My wife bought a Sony DSC-W570 Cybershot Camera together with a Sony Bravia 32 " LCD TV in a SONY Fair here in Manila last October 22, 2011. After 8 months we have those products the LCD TV turned blackout or with no display without any signs of problems (take note that we rarely use the TV because we are both working with same company). We were dismayed because we knew that Sony have a good reputation on quality of their products. What we did was we called Sony Service Center to fix things out, they send a technician and examined the unit. The technician said that he needs to bring the LCD TV in their service center because the unit problem is software related and cant be fixed at home. We wait almost 1 month before they fixed and returned the unit, since its still on warranty, obviously we did not pay anything. But were are already dismayed on what happen to our LCD TV. We thought that its just on our TV. But here's what happen to the Sony DSC-W570 Cybershot that we bought. Few weeks ago, after recording several video and taking pictures, the unit also turned blackout or with no display. At first we thought that the battery just drains out or the memory reach its limits and cant handle the file size anymore. So we fully charged the battery and moved all the files from the SD card to our laptop, but still the camera wont open. After few more days before bringing the unit to a service center, we turned on the camera and now the lens extended but still no display. We try to capture picture even though we cant see anything on the screen, When I transfer the SD card to our Laptop the picture were captured and having no signs of problem in picture quality, so we conclude that the problem is on the LCd which now having flickers.So for the second time around we were dismayed. But since the camera is having a 3 year warranty, we went to a near Authorized Sony Service Center (Ortigas Center) and explained to them what happen hoping that they will fixed this unit. But after just 2 days, we have received text messages that we need to pay 5, 863.00 PHP for the parts and 800.00 PHP for the labor if we want the unit to be fixed. So we called the Sony Service Center to clear things out because the unit is still on warranty period and why we need to pay. Thats the only time they said to us that they void the warranty because of negligence or misused ( they cant decide which one to use). They said the the board is corroded and need to be replaced with the LCD. We asked them what causes the board to be corroded? They said maybe it did get wet or having moisture inside. So we explain to them that there's no way on earth that our unit will got wet because we rarely use it and we store it properly. We read the user's manual that is why we know how to store and use it properly. We always remove the battery and put the camera inside a bag made of cotton cloth when we need to store it for a period of time in our cabinet. So we ask how's that possible? And besides we are not dumb asking to fix the unit under warranty if we soak the unit with water. They even not sure what really makes the board corroded, if its moisture or got wet or anything else. And they keep on insisting that they will void the warranty because of negligence or misused after our explanation and we need to pay for a total of 6, 663.00 PHP if we want the unit to be fixed. My! What really happen? As if we buy a new unit on that price!!! And theres no way we will pay them with that price as if we really misuse their product. Is that what Sony have? They are transferring the blame on their customers because of their poor quality products having defects? We told them we will just get the unit and raise a complaint on DTI (Department of Trade and Industry) here in Philippines. They told us that we need to pay 500.00PHP for the examination fee before they will return the unit to us. Really? Oh My! I'm planing to buy the Sony Xpria Z tablet that will be released soon, but since what we experienced in Sony Customer Service there's no way I will buy any Sony products anymore. I hope this will also be a lessons learn to others. And take note I have research on web and found individuals with same problem as mine with the same camera unit. I have attached just one of them.
Photo or Video:Sony_Complaint.png



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