Sony Positive Customer Service Ratings - page 2

I have dealt with Sony three times in the last year. All three times, I found each tech helpful and pleasant. Their English was excellent. I called on my wonderful Sony VAIO that came factory loaded with that piece of junk Microsoft calls Window 8. .u

On 01/21/2013, I posted a positive review after having my 52' Bravia replaced by Sony at no cost when the screen developed a vertical black line. Well, less than 9 months later the replacement unit has also developed the same vertical line in the same area of the screen. The representative I spoke with today was again very polite and respectful. After a short conversation and a few unsuccessful trouble shooting attempts, Sony is going to send me another replacement unit. I am once again very impressed with the customer service experience but really having doubts about the quality of the product at this point.

I first received my Sony Cyber-shot DSC-W150
as a graduation gift and although i love SLRs this camera really became my baby. I took it every, where it endured sport events of cold and wet,dry and sandy vacation,and many others functions. I love the viewfinder for rapid fire setting or very sunny locations so that you can see what you are photographing. I like the metal exterior to kept the internal functions safe from several unfortunate falls and slips. The tonal color settings have perfect color for black and white and sepia (which i miss in newer models). The camera platform gives a wide range of controls for beginners or people who want more control.
Loves:
-size
-easy menus and rotary settings
-weight/durability
-internal editing
-viewfinder and LCD screen duo
-program settings

I have been known to take 400 shots in a day,which is very high usage for a digicam but after two years of hard treatment the lens gears break down. After this pattern happening twice to my baby it needs to be mentioned as a small fault. Small due to the fact that most consumers don't require so much from their cameras.
Dislikes:
-Poor macro settings (hard to get focus)
-very bad low light
-lens moments slow after a period of time

i would re-buy this camera and encourage my grandmother and anyone else to do the same.

PS.
I did mention that i had lens problems, Sony took great care of me. We went through over the phone diagnostics, the girl was very understandable and listened, she gave me my options and let me ask her questions.
Due to my interaction with Sony they have made a customer for life.

Great service and quick repair from Sony Laredo facility. Called Sony to describe problem and they were very accommodating and instructive on what I needed to do. Mailed my Nex-7 on 7/8/2013 and received it back on 7/17. Camera was frequently indicating "camera error" after taking a picture especially in low light conditions. I also requested they calibrate the lens since focus wasn't what I was expecting on the kit lens. The unit came back well packaged, looking like new and the problems were all corrected. It seems like this site has a lot of trolls posting generic negative comments for whatever reason. This made be very nervous about sending my camera in for repair. I followed up after the camera was received in Laredo to list the issues I wanted them to look at via [email protected] e-mail address. They responded quickly and forwarded my e-mail to the repair technician. Couldn't be happier and I won't hesitate sending in other equipment to Sony for repair if needed.

I sent in my Sony Vaio to repair the fan and ethernet port over Memorial Day weekend, and the service provider received it on May 28th. My parts are back-ordered, which I completely understand, as I would rather have manufacturer parts (obviously!) and my laptop's model was discontinued soon after I purchased it in May 2011.

Under my extended service plan, I've called almost every day to check (which was encouraged by the people I talked to). They said the parts may come in tomorrow, or they may have to escalate the claim, which happens 30 days after parts are ordered.

It's taking longer than I wanted, but this is not a review of repair status - it's a review of customer service, and EVERY SINGLE PERSON I've talked to has been so nice, understanding, and they insist I'm not bugging them (though I'm sure I am!). I'm never waiting to talk to someone, and get a clear response. They generously email the service people to see if there are updates that they haven't put in, and relay that information to me. They are knowledgeable about their service plan, and that's what counts. I don't expect them to be experts on the computer itself! If July 6th comes around and I don't have my Vaio, I have no doubts that they'll do whatever they can to get my problem solved.

I specifically asked Denver the other day if there was a place I could evaluate their service, and he said not specifically, but I wanted to drop one here. Everyone I've talked to - Kimberly, Denver, Juan, Karen, Thomas (and more I can't remember) are SO helpful and empathize well.

Thank you so much for the positive customer service at the Sony Extended Warranty department. It's so helpful to have someone who actually cares on the other side of the line.

The customer service rep who helped was excellent. She explained the basis of the problem and what to do to make the system work. It was reference number



Thank you, thank you, thank you. It is VERY frustrating when you want to hook up a new component and can't get it to work.

I am writing you to let you know how fantastic Robert (1000011710) is from store # 65 in Las Vegas. On May 5, 2013 he assisted me with a small purchase but gave me big service. I never met a better, more professional, knowledgable salesperson than Robert. I am so impressed by him and his caring service that I had to take the time to let you know how well he represents Sony. Thank you, Anna Cahan

Not sure why my comment was not responded to, but anyways, Amanda from Sony called me back as a follow up, not sure if she had seen my blog (coincidence). She was pleasant and knowledgable and advised that I may keep my old TV. This was an option that the last associate never told me. She also will email me all of the information regarding delivery and final price. I feel relief now, thank you Amanda! My rating will be based on that last call from Amanda.

Again, this message is for Scott Fuentes who responded to my comments with regard to Sony Consumer Protection Team for cancelling my account for three returns. I forwarded my complaint to you which I sent to SonyListens. Please create an even ID so that we could communicate and reslove the issue. Thanks.

I for one have had nothing but GREAT luck with Sony.. I had an issue with an older 6 year old, our of warranty TV and they replaced it for free!! What more can one ask!! They gave me some great offers at the time on other upgraded sets also. Less then 2 weeks in and I had a newer style set, larger than my orginal in my living room!!

Sony, within 10 days of my tv issue, (defective optical block), sent me a new 60 LED TV replacement. My 70 tv was out of warranty. They stand behind their products.

Ms Winnie was a first rate staff - friendly, proud of her work, and competent.
I am very happy to have purchased Sony Bravia KDL 55HX750 as there is excellent staff support staff as my enquiry on 13 Feb 13 indicated.
The above deserves high commendation or promotion. H.L.Chow

Outstanding customer service experience! I suddenly lost all sound on my 3yr old Sony Bravia TV. Service rep was reached within 2 min, was knowledgeable, helpful, patient & most courteous. Problem was resolved quickly & efficiently. I unfortunately did not get rep's name.
Carol Newman

I purchased a 52' Sony Bravia in August of 2010 and it just developed a single thin black line that runs vertically the length of the screen. I called Sony customer service and in less than ten minutes on the phone with a friendly customer service representative, it was confirmed that the problem is in the LCD screen. I was further advised that a NEW 52 inch Bravia will be sent to my residence with an added 3 year service agreement, all at no cost to me. I was floored to say the least. The new TV should be here in less than 10 days and all I have to do is send them the defective one back.

I know everyone has had terrible customer service experience at one time or another (mine was with Verizon home phone) but this was by far the best experience I have ever had with a large company and I will continue to purchase Sony products. If anyone out in Sony land reads this, THANK YOU...

I was recently charged on my PSN one of those sneaky subscription charges. I thought for sure that I had just handed Sony over $10 for no good reason, but I thought I should make the call just to be sure. When I got off the phone with the customer service rep, I was certain that this was the case, and promptly deleted all of my card info from my PSN account. Then, less than a week later, I received an email regarding my refund! Wow! I know a lot of you are giving negative feedback to Sony, but this was great. Maybe Sony is hearing the complaints, and trying to do something about it.
Thanks,
Johnny Q Public

Kevin Krause
Sony USA Support
Thank you for canceling my order, this was
impossible for me to get this done. This was
accomplished in one day and i am very thankful
for your help. I signed my letter Disappointed
in Texas and now it is Happy in Texas! You pulled
a rabbit out of the hat! Thanks

Thank you to the Sony Support Team USA for you prompt response to my complaint about not receiving the correct USB cable with my Sony digital camera DSC-H90.

Gene

i like your corporation very-very much.I would say that your corporation is no.1 in the world.but i have raed other's negative comments
but i dont know that is true or not because till now i have not experienced with your services. i should say that you should join with apple company.i do not like apple company but if you and apple company joins then no other company will remain.you and apple company will be top.And that only i expect
(this is my positive comment)

Customer Care phone assistance provided to me was very helpful. Staff was very accommodating and patient in resolving my problem with my DVD/VCR recorder connecting to my TV. Thank you.

I have a Sony Tablet S. I bought it Nov'11 and was quite confused when it basically wouldn't come on past the start up screen. I found out how to get it back to Sony, shipped it and then found this site with all of the negative reviews. I was terrified. Well, I tracked the progress of everything and saw when they received the tablet. The same day I received a phone call from them letting me know they received it, how to contact them and a general time frame of when to hear back. Since it was a Thursday, I didn't expect to hear back for about 10 business days which is what their site said. The following Tuesday, I received an email that my device was being shipped back to me and I was given a tracking number. I called Sony because it didn't tell me if it was fixed or what happened. They told me it was fixed. The next day, the tablet arrived. It seemed fine, works fine but I'm just slightly confused. When I sent it to them, my screen had a scratch. The tablet I now have has no scratch. I guess they could have fixed it and I checked serial numbers and they match but...I just don't think it's my tablet. Paperwork says they changed the motherboard and that's it. No cosmetic repairs. Also, the website still says for my repair number, that the technician still has my tablet and is working on it. I guess as long as I have a working tablet and the experience was as smooth as it was, I'm not going to complain about anything. Thanks Sony!

The cable company added a box to my tv and my Sony vcr would no longer record / play. I called the number on this website today and got the nicest, most helpful gentleman. I wish I had gotten his name. He talked me through the process and informed me what additional cable I should buy to attach to the vcr. It worked just like he said it would, and I am thrilled! Thanks, Sony, for your great customer service and tech support (and FREE, too!).

The left mouse button on my Sony Vaio started fading about six months after use. Being disabled and wheelchair bound, the computer and internet are my lifeline. Long story short surgery complications pushed my responding within warranty limits were delayed. At first there was a hesitation by Sony to work with me but I was patient, Sony was patient and they took care of my repair %100. I must commend Sony for not just saying, "no." JO

Some questions for the “SonyListens” team:
I had decided to purchase a Sony BRAVIA XBR46HX929 64.5” TV ($5,499 + $330 Tax = $5,829 ) but was disappointed to learn of the problems with defective Gorilla Glass and Sony’s remedy—replace a newly purchased TV with a used TV that has been repaired. If I want a used TV, I’ll go to a pawn shop.

This problem is well documented on the internet but when I contacted Sony technical support I was told, “There is no problem with Gorilla Glass in Sony TVs.”

• Has the problem with Gorilla Glass been solved?

• If my new Sony TV has or develops a problem with defective Gorilla Glass will I be forced by Sony to accept a used TV when Sony knows they are shipping defective TVs to customers?

Excellent response, very prompt. I am a die hard fan of Sony and I only got disappointed in Sony because of that one store that I went in Dallas Galleria Mall, TX. I think the stores are owned by random people and they can do whatever they want. But the Sony online service has been excellent. I filed my complaint in the morning and I got the response in a couple of hours. That is called prompt service. That is called taking care of there customers. Now I sad why I sold my Camera that was a very nice camera. Anyways I will buy another one. Sony made my day by calling me and telling me that they will send me a check of $150.

Two thumbs up.

Wow, talk about the best of the best!!! My experience was just that the best of the best at the Sony store in Boca Raton, Fl. Peter and his staff were/are incredible.

I just had relocated to South Florida and something went wrong with my mouse pad on the laptop itself. So I called Frys where I purchased a 2 year warranty...I've only had the laptop for a year. Frys told me I was out of luck and they couldn't help unless I came back to a State that Frys had a store. So I wouldn't be able to ship it to them to fix.

At that point I thought why not try going to Sony since it was a Sony product...I was waiting for the worse case. Not at all. Amazing customer service!!! Not only did they fix my laptop they gave me a free class on how to navigate through my year old Sony product!

Okay in this day and age company's will only do the bare minimum if that this was beyond that and much appreciated on my part.

Thank you Sony and Peter.