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  #1  
Old 10-27-2004, 03:54 PM
SATX*APhi SATX*APhi is offline
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Sony Tech Support is HORRIBLE!

I had a general question about my Clie handheld and decided to call Tech Support for a very quick and simple answer. Boy did I not expect this!

First, I get a foreign man who doesn't understand what I am saying. Then after spending 10 minutes taking my information, he tells me I will have to pay for his help. WTF? I told him that was not acceptable, that I should have been told that from the get go. I had a simple, general question which didn’t matter. I had to pay for an answer. I told him to delete the information I gave him, as he did not help me in any way and I did not want my information on record. He proceeded to tell me that he could not delete my information, that my Clie needed to be registered. If he had told me that sooner, I would have told him that my damn Clie is already registered!!

I then asked to speak with his supervisor, which, according to this man, was not available. He told me I should call back later if I wanted to speak with a supervisor. EXCUSE ME! You don't tell someone to call back when they ask to speak with a supervisor! That crap pissed me off. I told him, again, like almost everything else he had told me, that his response was unacceptable. I told him to place me on hold because I WOULD AND WAS going to hold for a supervisor. He warned me it would be a long wait, but I told him I did not mind. (I ordinarily wouldn't hold, but this was just crazy.) After being placed on hold for another 15 minutes, I WAS HUNG UP ON!!!

This angered me even more, so I called right back and what do you know? I got Mohammed on the phone again! I asked, "Mohammed, were you the one I was just speaking with? I was the one on hold for a supervisor and got hung up on." He was speechless!!! He told me he would put me on hold for a bit longer, which he did, and then gave me some sort of identification number and told me I would be transferred to a supervisor.

I was transferred to a different Tech Support number, not a supervisor. After being on hold for ANOTHER 15 minutes, I was able to speak with Matthew, not a supervisor, but much more helpful. Matthew, who I was able to understand clearly and was able to understand me clearly, deleted my information and said he would email Mohammed's supervisor. Matthew was also able to answer my VERY SIMPLE question.

Overall, I was on the phone for nearly and hour just for a five-second question and answer. Of course I did all of this to make a point, not sure if that was even made though. Wherever Mohammed is, whoever he is, I hope he gets fired! He was so rude and didn't help me in the least. I did what I did because I was pissed but I'm over it. Mohammed, you're going down!!!
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  #2  
Old 10-27-2004, 04:19 PM
PhiPsiRuss PhiPsiRuss is offline
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I worked in the AV industry for 9 years. An inside joke is that Sony's motto is "We're Sony. F__k You."
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  #3  
Old 10-27-2004, 06:07 PM
USFSDTAlum USFSDTAlum is offline
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Does Sony outsourse their US Customer service? cause thats what it sounds like you intially got....
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  #4  
Old 10-27-2004, 06:20 PM
PhiPsiRuss PhiPsiRuss is offline
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Quote:
Originally posted by USFSDTAlum
Does Sony outsourse their US Customer service? cause thats what it sounds like you intially got....
Whether or not they currently outsource has no bearing on how she was treated, or what Sony's corporate culture is like. This type of incident has never been all that rare at Sony.
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  #5  
Old 10-27-2004, 06:37 PM
USFSDTAlum USFSDTAlum is offline
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If Mohammed is in India, barely able to speak or understand English, maybe his intentions were not to be mean, but yet that he is very confused by native English speakers.

I have dealt with several companies that outsource their Customer Service, often to India or other geographically similar countries and have experienced very similar behavior. I believe it stems from extreme confusion more then an effort to be malicious.

Company culture or not, outsourcing could be an important factor, that just because you worked in AV doesn't mean you need to be so quick to dismiss.
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  #6  
Old 10-27-2004, 06:51 PM
Tom Earp Tom Earp is offline
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Question

Is there anything that is Not OUTsource?



Sucks dont it.?

We are our own worst enemies, soon to become a Kuwaiti when they were invaded by Iraq. OH, Bush Sen Pres!

HoHo, it is off to dinner I go!
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  #7  
Old 10-27-2004, 07:43 PM
AGDee AGDee is offline
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Dell no longer outsources their tech support for business customers, but they still outsource it for home users.

My worst experience with tech support was with IBM and they weren't outsourced. The mouse port on a motherboard on a work computer was fried out. I call tech support and explain that the mouse port isn't recognizing the mouse in the bios or operating system, that I tried a known good mouse and it didn't recognize that one either. She said "Did you try the original mouse in a different computer?". I said "No, I tried a KNOWN GOOD mouse in this one and it behaved the same way as the original mouse". She asked which type of mouse port it was and I said "PS2". She said "Is that the round one?" She's tech support! She's supposed to know that there is serial, PS2 or USB and what each one is! I say "Yes, it's the round one". She says "Try switching the keyboard and mouse". I tell her "The mouse port and keyboard port are not interchangeable", but she insists they are. So I do it and tell her that now it can't see the keyboard OR the mouse. This stuff went on for almost an hour when she finally said "You need a new motherboard" DUH!!! They are supposed to send a technician with a motherboard the next day, because we are supposed to have next day on site service for 3 years on this PC. Two days pass, no technician. I call IBM again to inquire on the status. "You don't have onsite tech support on this PC so we didn't dispatch anybody".. Well, then WHERE IS MY MOTHERBOARD! "Oh, we'll send that right away". Next day, I get a processor and fan from IBM via FedEx. I call IBM. "I was supposed to be sent a motherboard and got a processor and fan instead". IBM:"Did you try the new processor to see if it fixed the problem?" Me: "NO, the mouse port is bad, a new processor isn't going to fix it". IBM: "Oh, we'll have the new part out to you tomorrow, send the processor and fan back".

Next day, motherboard arrives. I go to install it and find that you can't take the old processor off without destroying it, but the new processor was already on it's way back to IBM.

Our purchasing department insists we had paid for next day on site support. IBM insisted we didn't.

We trashed that PC.

Grrrrrrrr

Dee
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  #8  
Old 10-27-2004, 11:31 PM
SATX*APhi SATX*APhi is offline
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Quote:
Originally posted by USFSDTAlum
If Mohammed is in India, barely able to speak or understand English, maybe his intentions were not to be mean, but yet that he is very confused by native English speakers.

I have dealt with several companies that outsource their Customer Service, often to India or other geographically similar countries and have experienced very similar behavior. I believe it stems from extreme confusion more then an effort to be malicious.
That could very well be the situation, only when I asked to speak with his supervisor, he shouldn't have told me that they were all busy and to call back. There was no misunderstanding there. That was just horrible customer service and that's what angered me.

And after being hung up on, calling them back, and getting Mohammed AGAIN, Mohammed was speechless when he realized it was me. Sounds kinda fishy. Perhaps it's because I was hung up on intentionally!

Quote:
Originally posted by PhiPsiRuss
Whether or not they currently outsource has no bearing on how she was treated, or what Sony's corporate culture is like.
Thank you, my friend.

Last edited by SATX*APhi; 10-27-2004 at 11:37 PM.
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