This week has not been the best. My camera (Sony Cyber-Shot) which is less than six months old had to be sent to Laredo, Texas, for a product safety issue. It emitted smoke and a foul odor while using it recently.
No, I really didn’t want to send my camera away since I use it regularly for my blog, and Esty, but my calls to Sony customer relations proved fruitless. Even with the one year limited warranty the only solution they could offer me was to send it away, far away.
Here are my concerns, and here is Sony’s responses.
1.) I can’t afford to be without my camera for an undisclosed amount of time. (There are no guarantees from Sony how long this assessment and repair will take.) Their response, “This is the only solution we can offer.”
2.) When I asked for them to simply replace my camera. Their response, “We don’t offer an advanced product exchange.”
3.) When it was apparent that there was no other option other than repair, I asked if I could take my camera to a camera repair center in my area. Their response, “There are none, Laredo, Texas, is the only repair center.”
4.) When I explained my fear that once they received the camera they wouldn’t find what was wrong with it. You know how that works – it’s like taking your car to the garage for repair and the car doesn’t act up. Their response, “I have noted your concern.”
5.) When I asked them if they would extend my warranty since the camera will be gone for who knows how long, and it’s malfunctioned, and may never be right again. Their answer – no response. Yes, I’m a skeptic.
What is wrong with companies today? Why isn’t customer relations important? I know this is not the case with all companies. I’ve received great customer service from PayPal, Verizon Wireless, my local bank, and recently General Electric regarding a recall on my washing machine.
I can’t say the same about Frigidaire though. When our (over) $1000.00 (less four-year old refrigerator) nearly burnt our house down awhile back I got the same indifference from their call center that I got from Sony. My husband repaired the refrigerator twice now. The third time it went down I unplugged it, and it sits empty in our kitchen. Without an extended warranty they were willing to do nothing. Instead of wasting more money I’m using two old refrigerators in our basement, and a small, cheap, college dorm fridge I put in our kitchen. Yes, I’m stubborn. It should be noted that the appliance parts center in our area said this is not uncommon with this particular model.
So, if anyone out there reading this has really big connections with a camera or refrigerator manufacturer, I’m up for a product review right about now.
Is it just me? Do you have horror stories like mine? I’d love to hear about your favorite, and not so favorite companies to deal with. Who stands behind their products, and who doesn’t?
Who knows, maybe Sony will surprise me. (I doubt it) There is that skeptic coming out in me again. Only time will tell. Lots of time.