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+--- Thread: SE Sony help needed! (/Thread-SE-Sony-help-needed)
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RE: SE Sony help needed! - UCW - 02-08-2019
(02-08-2019, 11:50 AM)KrakenKraken Wrote:(02-08-2019, 04:07 AM)mothered Wrote:(02-07-2019, 02:32 PM)KrakenKraken Wrote: I couldn't do wrong item received as I didn't actually buy the headphones, so there is no proof of purchase and am instead relying on them to send a replacement unit to me.
Now I understand where you're at.
(02-07-2019, 02:32 PM)KrakenKraken Wrote: I haven't had a response for about 12 hours now, and I will look to press this case on the live chat again and feign frustration at the slow progress of the replacement case.
The moment you receive a response, please reply with the outcome.
Recieved a response not too long after the last post. They simply wanted more details about the headphones, if I was willing to phone them and where I bought it. I told them I bought it from a particular store that didn't offer their own warranty service, as well as telling them that I would happily phone them to resolve the case. I also made sure to begin to introduce frustration in a firm, but respectful manner over how slow the warranty service is and how I expected better. I have used the live chat to press the case about 2 times now, and this seems to get them to respond faster.
I plan on giving them any actual details last, after they agree to a replacement, so I can retry with different details if necessary.
Please keep us updated
RE: SE Sony help needed! - KrakenKraken - 02-12-2019
Update: No movement over the weekend, as the support team don't work through it. Today (Monday) I contacted them through email again to try to get a response from them, although they simply apologized and informed me that my case was under 'further investigation'. Whether this refers to it's legitimacy or not I don't know, or really care - nothing I sent them has been directly pulled from online and I am confident that my story is strong, with the only potential proof against me being the serial number not matching the store that I claimed to buy it from (if they can even track that) - and I still feel that I could talk my way out of that.
It is concerning that my case has dragged on far longer than anybody else's on here that I have seen, although I have not phoned them yet and that seems to be the turning point in most cases. However it could easily be 5-6 days until I have the time to sit down and plan out a call, and then make it.
I am glad that I have never had to use the Sony customer support legitimately before, as it is painfully slow and most of their email responses over the past few days have required me to effectively complain via live chat.
Any information from your own Sony SE's would be appreciated.
RE: SE Sony help needed! - relaxed state - 02-12-2019
Always opt in for the Phone Call, everything goes 10X faster usually. I'm glad this experience was shared though, working on a Sony SE for tomorrow.
I will be calling more than likely & if nothing is updated for you after I do mines I'll post my results that may be of assistance.
RE: SE Sony help needed! - KrakenKraken - 02-12-2019
Major update: So I have been contacted, and it looks like I have been passed onto a different unit, and I am now dealing with a different person with a fancy job title (although they can barely write in coherent English). They want me to organise a collection of the headset and contact them hrough the phone. Problem is, it doesn't exist and never did. They have no details at all about me, with fake names and the like being used.
Do you think I could call with a withheld number or something to avoid giving them any concrete info on me, and try to SE the rep? It may raise suspicion, but I do think that I could talk my way out of it.
I am currently leaning on telling them that I disposed of the headset as it was a safety hazard, but I am not sure exactly how to proceed from here. Any advice guys? What would you do in my position?
RE: SE Sony help needed! - mothered - 02-13-2019
Quote:They have no details at all about me, with fake names and the like being used.
If that's the case, on what grounds are they basing their correspondence, Inclusive of Investigating your claim?