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A few months ago my house was broken into. You can guess what went missing. But I request of you to please not ask me about it or even mention it to or around me as it makes me very upset. Thank you. Anyway, that's not what this post is about. You may read this email correspondence below.
Below is the result of feedback form. It was submitted by A- R- F-(---@gmail.com) on 10/02/2010 00:23:33
Title:Ms
Given Name:F-
Surname:A- R-
Email:a-@gmail.com
Contact No:019-*******
Place of Residence:Malaysia
Address:
Street:
City:Kuala Lumpur
State:Kuala Lumpur
Postal Code:
Nationality:Malaysian
Product Group:IT & Computing
Product Category:Personal Computer
Type of Enquiry:General/Others
Comments: A month ago I ordered a Sony Vaio laptop. Only today I was told that the product had been discontinued. When asked why I wasn't notified of this earlier I was told that Sony had only informed them yesterday (8 February 2010). This has inconvenienced me greatly as I am a full time university student and a laptop is neccessary to my work. Because of this I have many assignments that are delayed due to me not having a laptop. I patiently waited because the model was a very good one and I really liked it. Now when I discovered that it had been discontinued needless to say I was devastated. And to learn that Sony is inefficient in informing their customers of such matters leaves me very disappointed. I feel compelled to inform you that in the future I will not consider buying any Sony product and I will inform all those I know about Sony's inefficiency and that Sony simply does not care about customer well being. No matter how good Sony's products are, if this is the way customers are treated, do not expect your brand to be a brand of choice.
And their reply ?
Dear Ms. Fatihah,
Thank you for your enquires to Sony Malaysia.
As per reference to your enquiries, we understand your concern on the laptop has been discontined and kindly be informed that we launch a few newer models from time to time in order to stay competitive in the market. However we thank you for your valuable feedback to us for future improvement.
We are sorry for any inconvenience caused.
Should you require further assistance, our friendly agents are ready to assist you daily from 9.00am to 6.00pm (Monday to Friday). Call us at 1300-88-1233 (local call charges), or e-mail us at cic@sony.com.my
Thank you and best regards,
Sky Yong
Customer Interaction Center
Sony (Malaysia) Sdn Bhd
Fax : +6 03-2295 0290
Notice how I didn't mention the model and the fella wasn't even thoughtful enough to ask? I have a diploma in the hospitality field. I studied customer service, and this doesn't show a single bit of it. One point for responding to the e-mail, but if this is the way they respond they might as well have kept quiet. It WASN't helpful, it WASN't calming, and it DID NOT make me feel better about the whole thing. In fact, it made me even more furious. So as of now I'm boycotting Sony.
I'm also boycotting Courts Mammoth. I called them four times prior to the incident and it took four calls and four weeks for them to actually bother finding out what the problem was. Every week I called they would say "one week".
I'm not forcing you to boycott either of them as I'm sure some of you are their loyal users but I would like to share this experience with everyone. You are most welcome to copy, paste and share this with anyone and everyone.
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