Der Wahnsinn geht weiter ...
Neuerliche Mail an den Kundendienst Sony Style Store:
Sehr geehrte Frau Anne L.,
Sie hatten gestern (26.4.10) um 18 Uhr, als ich ENDLICH jemand mutmaßlich
Kompetenten ans Telefon bekam, mir fest versprochen, mich heute anzurufen
oder mir wenigstens auf den Anrufbeantworter zu sprechen. Meine Tel.nr.
haben Sie im Computer / in der Datenbank (xxxx)
DAS TATEN SIE ABER NICHT !!!
Mich überrascht bei Sony schon gar nichts mehr! Eine extreme
Negativerfahrung wird von der nächsten getoppt! Warum versprechen Sie aber
überhaupt einen Anruf, wenn Sie ihn ja doch nicht tätigen?
Sie hatten gestern zugegeben, es habe einen Fehler gegeben. Der Vaio sei als
auszutauschen vorgemerkt, statt wie korrekt und beantragt zur
Kaufpreiserstattung. Sie sagten zu, Sie würden sich persönlich darum
kümmern, heute Ihren Vorgesetzten ansprechen, und die schnellstmögliche
Kaufpreisüberweisung in die Wege leiten!
Was ist aus dieser Ankündigung geworden?
Bitte antworten Sie wenigstens jetzt per Mail oder Anruf (auch AB ist besser
als nichts).
Sony hat jetzt mehr als ein halbes Dutzend Mailanfragen TOTAL unbeantwortet
gelassen.
Welch Trauerspiel! Soll ich auf Englisch die Konzernzentrale in Japan über
diese grotesken Missstände informieren?
Gruß
YZ
Weiterhin blieb JEDE Mail seit 2 Wochen unbeantwortet, total!
Das Geld der Kauf-Rückabwicklung (Wandelung) ist weiterhin nicht da.
Also an nun andere Mail-Adresse diese Mail an den Geschäftsführer:
To Mr Masato Nakano personally !
Dear Mr Masato Nakano!
Unfortunately I have to inform you about the fact, that I was never treated with less respect as a customer than by Sony Style Europe resp. the related Customer Service staff.
In the beginning of March 2010 I ordered a configurated Vaio (VPCF11V5E) for EUR 994,38.
1. The date which was communicated as delivery date could not be fulfilled. However, it had been said, that I would be notified in case of any delivery date changes, which was an empty promise.
The Vaio finally was handed out to my address on 23-March-2010.
2. Much more disturbing however was the noise of the cooling-fan, especially its ongoing changes of speed (rpm) as well as the pitch and frequency of the fan-noise. Because I need silence when using a notebook, this Vaio had to be returned. In www-forums I read about a lot of fan-problems among the Vaios with the new i5 oder i7 processors. I contacted the customer service via e-mail to cancel the buy.
3. Well, I got then answers by at least four different staff members. There were some misunderstandings as I was told to have already gotten the UPS label for the return-shipment, which was not true at the beginning.
4. Finally, the Vaio was sent back via UPS with return number xxxxx to Tilburg/NL, where it arrived after several days on 13-April-2010.
5. After waiting some more days I began asking via e-mail, whether the return-shipment had been complete (with all original parts) and when I could count on the pay-back on my banking account.
6. Until today I sent more than half a dozen e-mails and not one of these has beenn answered. Not one! Really! I myself nearly cannot believe this behaviour of Sony staff.
7. On Monday (26-April-2010) I was finally successful after a real telephone "Odyssey" to get a seemingly competent staff member to the phone, Mrs Anne L. .
8. She understood that from the beginning onwards I had wanted my money back. She apologized for there being a mistake in the internal process, as the Vaio was marked as to be exchanged for a new device. Then she explicitly even promised to call me on Tuesday, and in case of not reaching me, to speak on my answering-machine. In addition, she promised to personally make sure, that I get my money back as fast as possible. She would have to talk to her superior on Tuesday morning, but mentioned no problems that she expected.
8. What shall I tell you. Of course there was no phone call on Tuesday. Neither was there any e-mail.
9. I again mailed myself, which until now (Wednesday evening) stayed again completely unanswered.
10. And also (of course, as I must say in the meantime), there still has no money arrived on my banking-account.
Please, would you be so kind to tell someone among your staff to answer at least shortly to this mail, of possible immediately?
Kind regards,
XY