topic Re: Complaint procedure in General chat

Complaint procedure

anwarowais — Tue, 19 May 2015 09:17:32 GMT

can someone advise me on how to contact sony complaints team?

I have tried 10 times to contact sony and agents only promise to call back and no one did.

My faith in sony is gone and i just want to write an official complaint to see if there is anyone in sony really cares about customer satisfaction.

Re: Complaint procedure

jumpsuit — Tue, 19 May 2015 10:46:12 GMT

@anwarowais Hi and welcome to the Community.

Is there anything that we may be able to help with?

Alternatively you could try writing to Sony Head Office at Weybridge, Surrey.

Re: Complaint procedure

anwarowais — Tue, 19 May 2015 10:49:00 GMT

Yes could u give a dirct phone i can ring as a last atempt before i write a complaint. I tried the customer support who only gave me false reassurance and false promises.

Re: Complaint procedure

jumpsuit — Tue, 19 May 2015 10:51:13 GMT

I don't have a direct phone number for you to ring for complaints.

If you tell us what the problem is we may be able to get someone to contact you though.

Re: Complaint procedure

anwarowais — Tue, 19 May 2015 10:56:33 GMT

I have a faulty tv under warranty and i was sent an alternative tv and i was reassured that it will be wall mounted as my previous tv. The new tv is a different model that can not be mounted on my same brackets. Remounting it by an engineer will cost me 150 pounds and i cant see why i should pay for it when the problem is that sony could not provide me with the same tv. Either sony send an engineer to mount it back on the wall or collect this tv and give me what i paid for my TV 1750 pounds.

All the agents has promised to escalate it and ring me back and no one did.

Many thanks
Anwar

Sent from my iPad

Re: Complaint procedure

jumpsuit — Tue, 19 May 2015 11:06:07 GMT

Ahhh ok, thanks fo letting us know.

I will escalate this for you - please be assured that someone will contact you. (It may take a couple of days.)

Are your contact details correct on your profile here?

Also do you have a case number from your contact with Sony?

Re: Complaint procedure

anwarowais — Tue, 19 May 2015 11:10:22 GMT

My mobile is ******** home number is******** and my case number is 12594130

Just to start, what u have told me that someone will contact me, is exactly what i have been told every time i contacted sony. With no luck!

Sent from my iPad

Edited for your safety:: Please don't post your personal details such as phone numbers on a public forum.:smileywink:

Re: Complaint procedure

jumpsuit — Tue, 19 May 2015 11:15:31 GMT

No problem.

A few people have shared your concerns but have been pleasantly surprised when they are contacted by Sony after we have escalated something here.

You aren't contacting Sony on this forum, just volunteers and other members who may be able to help

Re: Complaint procedure

jumpsuit — Tue, 26 May 2015 10:11:18 GMT

@anwarowais Hi.

I have been informed that Sony have contacted you and have offered a repair to fix your TV.

Can you confirm this?

Thanks.

Re: Complaint procedure

jumpsuit — Thu, 28 May 2015 14:27:05 GMT

Sadly it looks like @anwarowais won't be answering

but we can assume they are happy with our help and with the outcome.

Vive le forum!

Re: Complaint procedure

anwarowais — Thu, 28 May 2015 17:25:19 GMT

Sorry for delay they have sent a man who does not know how to fit a tv and they have asked me to buy a part which does not fit... So still not sorted at all

Re: Complaint procedure

jumpsuit — Thu, 28 May 2015 17:39:35 GMT

No problem, thanks for letting me know.

How was it left?

(Have you been in touch with customer services since?)

I will wait to hear before I escalate further

Re: Complaint procedure

anwarowais — Thu, 28 May 2015 19:51:52 GMT

I have not heard anything from them.. I have expected someone to be on the phone with me since all of this trouble.. I am really getting fed up .. They either sort it out or cone and take this tv and give me my money back

Sent from my iPhone

Re: Complaint procedure

jumpsuit — Fri, 29 May 2015 11:51:59 GMT

Thanks for getting back to me.

Perhaps it wasn't clear - I meant have YOU been in touch with them since this visit happened?

Also are you saying that you have had no contact with them at all and that they sent out a repair man at random hoping that luckily you would be in?

Sorry to have to ask these questions but it is good to gain as much information as possible before Experts can discuss this with Sony contacts.

Update: Sony Support will be contacting you again to try and solve the problem.

Please keep us updated in this thread.

Re: Complaint procedure

anwarowais — Fri, 29 May 2015 23:32:59 GMT

Yes they have contacted me and the guys was as usual good in making promises and not delivering. He promised to call me by the end of the day and he never did... Here we go Sony another failure... Shame a great company like this is putting this great name to shame for the sake of a TV fault issue..

Re: Complaint procedure

jumpsuit — Sat, 30 May 2015 11:39:53 GMT

Yes, I agree it is a shame if you were promised a call and it didn't happen

I have reported this back to Sony for you but I doubt you will hear anything until after the weekend now.

Keep us posted and hang in there

Re: Complaint procedure

anwarowais — Tue, 02 Jun 2015 17:50:41 GMT

Just to update everyone in the sony community. Sony has not resolved this issue att all. They all practice same behaviours od giving false promises and ignoring your calls and queries.

I have been let down by sony and i will never be buying sony again. The only temporary response was when i wrote here but it did not last for long before they stopped contacting me and ignored all my emails.

What a shame Sony!,

Re: Complaint procedure

jumpsuit — Tue, 02 Jun 2015 18:39:19 GMT

Hi @anwarowais

I fully understand you feel you have been let down.

(However please note that I have not been ignoring you.)

I have been chasing this for you since your update on Friday and Sony are in full agreement that you should have been contacted when you were promised.

If it is any consolation to you they are genuinely keen to help you and bring this matter to an end as soon as possible. Sony did not ask the technician to ask you to pay for the part either. They are concerned by this and acknowledge this needs rectifying.

Please be assured that they will be contacting you soon.

I will contact the relevant person tomorrow to see if I can get a date and time for you.

Re: Complaint procedure

anwarowais — Wed, 03 Jun 2015 07:55:20 GMT

The technician did not ask me to pay for this part. This is a misunderstanding. Sony asked me to buy a part and they reimbursed me for it. This part is wrong and does not do the job. So we have been going on circles. I have told sony that i have given them many chances to rectify the issue and they failed. I want them to refund me my money and come and collect this tv

Re: Complaint procedure

jumpsuit — Wed, 03 Jun 2015 09:49:42 GMT

@anwarowais Ahhh ok, unfortunately you didn't make that clear when you said:

"Sorry for delay they have sent a man who does not know how to fit a tv and they have asked me to buy a part which does not fit."

You didn't say that you had actually paid for the part or that they had reimbursed you either.

I think its now best that you wait for Sony to contact you again (you are scheduled a call from them this afternoon and you can discuss the matter further with actual Sony staff.

(We experts do not work for Sony, we just give our free time to try and help.)