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Minnesota Sony Service Center P800 |
lear60man
Joined: Mar 27, 2003
Posts: 21
PM |
Ill keep it short. I treat my P800 like gold. So when light burned out and scorched the LCD I thought no problem, it's under warranty. Wrong. Out of warranty due to liquid or physical damege (the phone has never been dropped or wet.) I tried in vain to explain this to a supervisor named Corinn, but she said that my 2 options were pay the $195 or email my comlaints to the V.P. of customer Service. I tried asking other questions but she kept repeating my "options" like a broken record. I declined to be blackmailed and asked to have the phone returned. They got the last laugh....I got my phone back only to have it deactivated, It wouldnt even boot up. I called back and spoke to Corinn again and she laughed that obviously the original problem had gotten worse....not covered! It was like taking your car to the dealership to have a squeek looked at and them quoting you a high price to have it fixed.....but if you decline they will remove the engine. Have you ever changed a light bulb only to have it pop when you flick the switch? Yea me to. Claiming "liquid or physical damage" is B.S. because it cannot be proved either way. Sony, you took the easy way out! Be warned consumers. |
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LastQuark
Joined: Apr 30, 2003
Posts: 41
From: Silly Valley, CA
PM |
This is not typical for an SE Service Center. Sony takes good care of its customers. My suggestion is to elevate it to higher ups and demand a response. |
lear60man
Joined: Mar 27, 2003
Posts: 21
PM |
I sent an email to the customer service address and guess what? Automated response with a case ID# for future reference. If I would have damaged myself, I would be more than happy to accept the charges. Does anyone have any other phone #'s for customer service besides (651) 229-5862? I am fully getting the runaround. |
otee
Joined: May 10, 2003
Posts: 47
PM |
Here's the email for Sony Ericsson Executive Escalation Center:
seee@support.sonyericsson.com
They did the same thing to me. They claimed that my T68 suffered from water corrosion when it never got wet or even splashed on. It took me a couple months of explaining though til I got a replacement. Good luck |
DietBloodbath
Joined: May 02, 2003
Posts: 11
PM |
I sent my P800 to be upgraded and they sent sent me a replacement claiming that they can't do it. Second time I call I get transferred to someone else who says something different but they can't officially do anything about it except open a trouble ticket.
Don't want to send it in again just ot get the same in return.
I'm thinking of just paying someone to upgrade it |
lear60man
Joined: Mar 27, 2003
Posts: 21
PM |
(otee), I already sent off an email to the address you gave and I got an automated response. What can I expect now? Did you ever get to talk to a human who actualy has authority make or override a decision? Or was it endless back and forth emails? |
otee
Joined: May 10, 2003
Posts: 47
PM |
Quote:
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On 2003-07-10 16:14:17, lear60man wrote:
(otee), I already sent off an email to the address you gave and I got an automated response. What can I expect now? Did you ever get to talk to a human who actualy has authority make or override a decision? Or was it endless back and forth emails?
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First of all, you should include your case # or something similar so they can investigate. They actually responded promptly(within 24 hrs) to my first email and validated my explanation on the second one(within a week). It just took em long to acquire a replacement since my t68m was the original version. They eventually just sent me the latest T68i when I started to whine about the wait. Overall a 2-month process through email only.
[ This Message was edited by: otee on 2003-07-10 17:02 ] |
cdcjr
Joined: Feb 23, 2003
Posts: 99
PM |
Hi to everyone,
As I see it, among the SE service center in the whole world, I guess the SE service center here in Minnesota is what I call “ THE MORON “ of all the SE service center which hires technical people with the expertise of a grade school science student, and I was under the impression in the past that here in the US they provide you with good quality service but to my disappointment it isn’t what I had expected, Furthermore I cannot believe that SE service center in other small countries can give you a much more better quality service than an SE service center of a superpower country, What a Disgrace!!! I hope SE Management here in the US will see to it that it improves it’s customer care and give us better quality service in due time, So What I did was Just forgive them for they don’t know what they are doing. 
[ This Message was edited by: cdcjr on 2003-07-10 18:21 ] |
lear60man
Joined: Mar 27, 2003
Posts: 21
PM |
I think the only way they are going to change customer service for the better, is for the message to get high up enough on the food chain. "We have bought a high end phone and there are some problems with this product. Fix it, replace it but dont make me feel like I just wasted $800 on a paper weight." This phone is considered to be one of the best symbian handhelds on the market anywhere. It should get the support it deserves. But instead you get a "talk to the hand" attitude. I am a Commercial Pilot, I understand basic electronics for gods sake. Don't try to con me (SE) because your service center lacks the training to effectively troubleshoot problems. Blaming defects on 'Liquid or physical abuse' is easy. Almost as easy as me making a few clicks and buying a Seimens SX-1 and verbally trashing your phone to every High Profile / Celebrity that I fly. |
dr-p800
Joined: Mar 20, 2003
Posts: 10
From: PA
PM, WWW
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I have had 50/50 luck with Sony/MN.
I sent back my P800 (R1D) back with a broken speaker phone and it came back with R2D but the speaker phone was still broken.
Back to MN again...
Sheesh
/dr-p800 |
andypennell
Joined: Apr 06, 2003
Posts: 29
From: Kirkland, WA, USA
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Mine got replaced with a new phone, but they went to the trouble of putting the same firmware back onto it (R1D UK version).
Gee thanks. How about a newer firmware version, or even a US one? Nah.
They took 3 weeks to do this. They had to wait while someone sent them the firmware *in the mail* from Europe. Can you believe that? Have they not heard of email file transfer, or VPN? |
cguzman
Joined: Jul 07, 2003
Posts: 11
From: Dallas, TX USA
PM |
Talk about grief, I sent mine in and just got it back last week. The day before I got it, I called SE in Minnesota to get status. They lady said she can not tell me the technical details of what they did with my phone. When I got it back there was a paper insert that said they upgraded the firmware to R2D. Why couldn't she tell me that over the phone. It's not like it is top-secret stuff. Besides, for a phone worth $600+ they should at least tell you what they did to it. It's not like we are dealing with a walkman or other...geez |
lear60man
Joined: Mar 27, 2003
Posts: 21
PM |
One of the biggest problems with the MN. Service center is that only a manager is allowed to call the "Repair Facility". So any information is third party. Well the repair facility is really Teleplan Wireless (952) 279-5700. If you call, tell the receptionist you are calling to check the status of a repair. She will then transfer you to another person who can look up your phone via the ten digit reference number. This way you can get any information first hand from the source. I would suggest saying that you are checking on the status of A phone not YOUR phone. This is not a phone # that SE gives out to the public. So if you call in saying "What the heck is up with my phone?", they will kick you back to SE and not tell you anything. In other words be discreet. Good luck. |
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Posted: 2003-07-09 01:33
