Hi Thalamus,
I was not aware until recently that Sony Centres were owned by Sonex communication and that they worked under a licencing agreement with Sony. Although they are not directly managed by Sony they are certainly indirectly managed by Sony though licencing rights agreements.
By allowing the use of the Sony name and directly linking up their website they are stating that Sony Centres are the Sony approved retail avenue and that you will receive a Sony approved retail experience. This Sony approved retail experience is certainly the worst I have experienced.
My first experience of returning a Sony item as been so negative that I do not intend to ever purchase a Sony item again. Sony or the Sony Centre could have easily rectified this situation, but as a customer if you spend tens of thousands of pounds on a companies products you would expect at least a minimal level of customer service and endevour to treat you well.
In terms of dealing with this issue I have spoken with the manager twice, but they do not seem to understand that a positive returns policy improves a companies customer base and in all retail studies boosts overall profitabilty. Sadly both Sony and Sonex communications could have more successful businesses without these poor retail practices, but chose not to.
In stating that the fault lies with Sonex communication is a kin to stating that a Sony DVD player failing is not the fault of Sony, but of Faroudja Labs. The pervasive nature of branding is such that Sony's retail strategy is losing customers and perhaps is something they should consider when they do not exert control over the standards provided by their retail outlets.
