Disappointingly Unresponsive Customer Service

[ghaza420]

The parcel arrived in Soiled condition where it clearly showed that it has been tempered with. It was rejected as I knew it would be a nightmare to prove if anything is missing. I had arranged engineer to visit to setup the surround sound system which has now costed me and I am now without a system. The cost of the system advertised was exactly the same as resellers but I assumed that buying directly from Sony the system would arrive safely and if anything goes wrong the warranty will be directly with Sony.

This was the worst experience ever and has costed me more than I was expecting. The worse part about it is I still dont have a parcel or a refund. 

[LightFoot]

Hi @ghaza420 

As I am sure that you are aware, any carrier could damage goods in their care. What exactly have Sony Store said about your predicament? Have they acknowledged the situation etc. How are you communicating with them?

[royabrown2]

@ghaza420 

Just to add that I read recently in Which? that if the supplier of the goods chooses the carrier, then the responsibility (to you) for safe delivery remains with the supplier of the goods.

Sony may have a separate beef with the carrier about the problem, but they can’t disclaim responsibility to you by saying ‘it wasn’t us, it was the carrier’ in any way.

[ghaza420]

I would definitely agree and believe it or not after 2 weeks I have just received an email to say my order has been cancelled. No signs of any apology. Looks like a standard email stating "we are sorry that your order has been cancelled. Any refunds due will be processed shortly." Its absolutely disgusting and disappointing to have that without even the refund date... 

[SkyNet404]

Sorry to learn about your situation mate! It is unfortunate but Sony is not the kind of company who would discolose their discussions with the delivery company and what not, so I recommend just keep in touch with them till they sort it out for you, cheers.