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Sony Electronics
I wrote the following to Sony Electronics Inc., 26 Parsippany Rd, Wippany, NJ, 07981 on February 12, 2001:
I just opened these three brand new CDs and found them all cloudy as you can see. There also seems to be something sticky on the edges of them. My CD writer will not recognize them. Please replace them as your warranty (enclosed) promises.
In addition to this very minor and simple problem, I would like you to address a complaint I have with your customer service procedures. After reading your warranty which says I am responsible for returning your defective CDs to you, I thought I would go to your website and get the address. Wrong. I went there and could not find anything dealing with customer service to start with. After a good deal of searching for "customer service" I finally got a page full of telephone numbers that have nothing to do with media returns. I called one and was told to call 1-800-942-SONY where I found a recording saying where to send defective media. As I was trying to write the information down, she said the address so fast and without spelling anything that I couldn’t get it. Do you think people not from New Jersey can spell Parsippany and Wippany if they have never heard these words before?
So I spent the next 3 hours trying to get someone from your company to give me the correct address. Every time I called one of your numbers I was put on hold for at least 14 minutes just waiting in the queue. I was once given 1-800-766-9328 and told that is the only place I can find out. That is a disconnected number. So I called a service number back and waited more. After calling several numbers that got me nowhere, I finally found someone who was able to look up this address and read it to me. Don’t you think that’s a little ridiculous for me to have go through that just to return three CDs that are probably going to cost me in postage more than they are worth? Would it be too much trouble to just put the address on the same warranty card in the jewel case, or do you not really want anyone to pursue your warranty? Why don’t your own employees know where defective media gets returned? I think the average person would have just thrown away a few screwed up CD-Rs at this point, rather than go to all this trouble.
Then as I was writing this letter, I went back to the website and found:
http://www.sel.sony.com/SEL/rmeg/support/
Sony Electronics & Media Solutions
6900-29 Daniels Parkway
PMB 330
Fort Myers, Fl 33912
Attention: Customer Service
800-942-SONY (7669)
Now I am wondering why I was told to send them to Wippany when I am supposed to send them to Ft. Myers. Does it make any sense to you? I didn’t think so. I called the number back again and this time spoke to someone who told me that the address at the website is wrong. No surprise there. Nothing about your company has been right yet, from your messed up product, to your ignorant customer support representatives, to your website with misleading and inaccurate information.
UPDATE! Today, March 26, 2001, I got a package from Diane Lawrence, National Customer Relations, with a letter. The letter included an apology for the trouble I had locating an address and thanked me for notifying them of the wrong Ft. Myers address. The package included a 30-pack of 80 minute CDRs! Once more, my trouble pays off...good work, Sony!
UPDATE! again. Today, April 10, 2001, I got another package from Sony, this time with a generic apology letter and 3 more 80 minute CDRs! They never seem to tire of pleasing me.
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