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February 12, 2008
Sony Ericcson Redux
Last week I received a call from an upper-tier Sony Ericsson support person. They had received the letter I wrote in relation to the phone that had failed for the second time. The good news according to them was that I was going to receive a new phone to replace the one that broke. Unwilling to give them the benefit of doubt, I waited until the replacement phone actually arrived before I admitting that all was forgiven. The phone arrived Friday. I was not impressed.
First of all, they sent the exact same model of phone that has the design defect that leads to the screen failure that so irked me to begin with. Not only that but the phone was missing the front and back covers. Granted I can replace those with the ones from the previous phone, but the term "replacement phone" kind of implies that I would get a whole new phone.
Nevertheless, I have a backup phone for when my phone goes on the fritz. My wife has decided to continue using the old Motorola because it has never failed her and she's fed up with the Sony Ericsson phone.
The moral of the story is: If you can't get satisfaction from customer service, make some noise and maybe you'll get enough attention to actually receive some service. Which is a shame really, because customers are your best form of free advertising. Why subject them to such poor treatment to begin with. Why make them go to such lengths just to put things right?
I'll give Sony Ericsson credit for at least trying to resolve my problems. They could have ignored my letter and dismissed my concerns as inconsequential. I may not buy another phone from them, but my opinion of them is significantly improved.
Posted by MD Wong at 15:26:41
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