Sony senior manager finally called, only to say that he (as tech support) could not authorise a refund and sent me back to sales (who sent me to tech support originally...). His justification is that refunds are issued by the seller (Sony store online); which is a different "company", all sounds reasonable from his end.
Sales says they only deal with refunds within 30 days, everything else is technical support! After some pressure she said it could be escalated to an exception team (not something she wanted to let me know) and let slip that they (Sony sales) are trying to work out how to deal with all these 30 day+ return requests!!
Asked for escalation and she took my case reference (so looks like you have to round this game to prove you have atleast tried to resolve the issues). 15 mins on hold and I was transferred to someone in tech support who has no info about my case.
Told him the story and asked to be put back through to sales...5 mins later he comes back saying they have rejected my claim!! Explained I want it escalating within sales. 10 mins later and he says the original (tech support) manager will call me back as sales say it is rejected as it is more than 3 months. I point out it is 3 months today and demand to speak to sales again.
On to aftersales who give me the same spiel as before, but have finally escalated it to the exception team, only took 1h 26m on the phone!!!!
They are deliberately trying to make the process as difficult as possible, as I am sure a lot of people would have given up by now.
Has anyone here managed to return their TV to Sony direct after 30 days? I said I knew people had returned them, so there was precedent - but having facts to back this up would help me greatly!
Keep fighting!!
