Sony Cashback/Customer Service

[GMWNE21]

I would just like to flag up that for a supposed world class company, Sony UK are providing truly appalling customer service. Having been told by email on the 26th of December that I would shortly be getting my cashback paid into my account, here I am still waiting.

Trying to get a contact telephone number that works for complaints and/or customer services is virtually impossible. I am beginning to think that this is a deliberate strategy of Sony UK and is something that we the customers should do our level best to challenge.

I am about to contact Trading Standards in Tyne and Wear and I will also make contact with Watchdog. No company is bigger than their customers!

[Anonymous]

Hi there

I have reported your complaint to Sony as an escalation.  Hopefully they will be in contact shortly.  Can you please ensure that you have the correct contact details in your profile.  When they do contact you, please post back and inform us all on the progress.

Cheers

[GMWNE21]

Thank you.

[GMWNE21]

I received an email this morning stating:

 "Dear Customer,

Thank you for sending us your proof of purchase. After reviewing the proof of purchase that you sent us again, Your cashback will be transferred to your account soon once we have validated the proof of purchase of your Sony Product as well as your bank account information.  

Once everything is checked, the cashback will be processed and you will receive a confirmation mail when  done.

For more details, please check our Terms and Conditions."

They had already sent another email on the 26th December that told me the following:

"Dear customer,

We have validated your proof of purchase and we will soon be processing the payment. 
For any other support queries regarding your Sony Product, please visit our support website.
We wish you a lot of pleasure with your new Sony Product!
With Kind Regards,
Your Sony Support Team "

This makes the communication that I received this morning laughably unprofessional. The Sony Support Team's total incompetence has also failed to provide the names and contact email addresses that I asked for yesterday, or acknowledge that I wanted to make a formal complaint. Am I surprised? No.

I have spent thousands of pounds with Sony over the years but I don't think that I will spend another penny with them in the future and it goes without saying that my recent experiences will given as much public/press exposure as is possible. 

[Anonymous]

Hi there

Unfortunately I cannot assist you on this matter (as I dont work for Sony), however I have passed your comments onto Sony, which is the only thing I can do.

Cheers

[GMWNE21]

Thank you for your efforts so far.

Sent from my iPhone

[Anonymous]

Hi there

Someone from Sony Customer Services should have contacted you this afternoon - How did it go? 

Cheers

[GMWNE21]

Finally, I got some answers to the questions that I had asked and that the Support Team had ignored. I must give Steven McGowan from Sony Customer Relations his due in that he listened to what I had to say, mainly that my "customer Journey" and "customer experience" had been woeful.

During our conversation he also told me that I would get my Cashback refund soon but he could not expedite the process. I asked him to provide me with the name and email address of the CEO of Sony UK and he gave me this over the phone and followed it up via email.

In summary, things have moved on but have not yet reached a satisfactory conclusion.

Many thanks for your help to date in this matter.

Cheers

Gordon Welsh

[Anonymous]

Excellent !!

At least you are now getting somewhere.

[gary396]

I see I'm not alone then - this and other threads (and other forums) seem to echo my experience with Sony.

Submitted my claim (£50 for a Sony RX100ii) in August 2014, didn't here a thing until I phoned them in November (French help line I think?). Was told there had been some problems with serial numbers but that I would receive payment into my bank in mid-December. Got my documents back with a covering letter shortly after I phoned so was hopeful, but no payment in December. Phoned today - the lady was very polite but said I had to phone back next week when her supervisor would be back (off sick apparently). So another call next week then!

This purchase was a 'toe in the water' with Sony as I was planning (after many years as Nikon full-frame user) to move across to Sony's full-frame mirrorless range. If the cashback saga is an example of Sony customer service then I'll think again.