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44 of 53 people found the following review helpful:
1.0 out of 5 stars
NO CUSTOMER SERVICE, NO REPAIR SERVICE, NO WORKING MD PLAYER, August 18, 2000
By A Customer
I know that this is a long review, but I think any potential problems are important and that you know it before making the decision to buy. The only thing that was good about the player was the sound quality. Everything else is pretty shoddy, at least to my eye.I received my MZE60 as a birthday gift in April. I knew about it and even asked that they buy one from Sony, because (1) I've always thought that Sony makes a superior product and (2) that there was really no possibilty that it would ever break. I also own a Sony Mavica, a Sony MD deck, and a stereo in my office and guess I've been pretty lucky considering everything that's happened (or not happened as the case may be) to me in the last nearly four weeks. Six weeks after I received it I tried to eject an MD and the chassis which holds the MD inside the unit, came completely out. Its not supposed to do that, and it left me without a working MD player. Fortunately I had only owned it less than 90 days, and I was pretty confident that this would not be any problem. I took the player to the repair center. After 3 weeks I was told repair would take at least FOUR MORE weeks maybe longer with a possibility that it might actually take longer than EIGHT WEEKS and maybe even longer than that. The part that broken was on backorder from Sony, I just didn't realize what that actually meant. I have called Sony customer service at the 800 222 7669 on the warranty information sheet. I never imagined that whole process could take so long with such little to show for it, that it would be that difficult. Boy, was I wrong. I have spoken to two supervisors and one customer service rep. If you ever have to actually talk to a real person without wading through hundreds of mechanical voices just answer the first prompt with 5, the next two prompts with 3, and the last one answer with a 1. Sometimes it takes awhile before you get someone, but you really do speak to a live person. It took me a few hours to navigate it through this. Even though it is a toll-free call staying on line that long could result in serious injury to the neck. I imagine you could try one of the other numbers for the last prompt, but I don't guarantee human contact if you do. Ian, the customer rep I spoke to told me he would attempt to find out what was happening. He made several calls on my behalf while I waited on hold. He finally promised that he would take care of it first thing Monday. I felt confident that the matter was being handled and that I wouldn't have to really wait for seven to eight weeks Unfortunately I never spoke to him again. I suspect if I had ever got him on the line again that something would be done to resolve the matter in a fast and efficient manner. On Tuesday I spoke to a supervisor but failed to make sure I had her name before getting off the line. She told me that it might take another day. Wednesday I spoke to Joe who identified himself as a supervisor in that department. He read all the notes in my computer file and told me it would possibly take 48 hours to get the call back. I pointed out that it had already been 72 hours since "the call" had been made, which was met with stony silence and with no effort to actually do something helpful. He kept insisting that he had to talk to this person before he could do anything to help me. I asked Joe to try and make "the call" which he said he would do. I've spoken to Joe a few times now and think that maybe I should have insisted on Ian to wrap the matter up. Joe told me that Sony considers a reasonable time for repair as six days to ten days. He told me this at the point where my MD player had already been in for service for three weeks. Joe keeps telling me "I know how you feel" to me numerous time, but when asked what he was feeling got dead silence back. Silence seemed be okay to not answer. Anyway, I call Joe every day now and we talk for a few minutes and I ask him to make "the call" again. And he says he will, but I'll never really know if he did or not. I expect Joe probably doesn't like me at all and is making this whole thing into an ordeal for me. That's a guess, just conjecture on my part. I actually found a number to call for quality management, the department that handles things like recalls. I called to find out if there were other people having this problem, or any problem with this player but I only get their receptionists who promise that someone will call right back and, of course, they never do. In short, I am going to buy another MD player by another company, and if I actually get a working replacement MD player end up using it as a paperweight (the color of the blue goes well with my office decor. I wouldn't want to do anything to damage it again. I could not be more unhappy, dissatisfied and angry at the treatment I've received. I didn't ask for this to break, only that they fix it.
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