In short, I ordered a camera for my boyfriend's birthday only to realize that it was the wrong make and model. Customer, error, I know but generally it's customary for stores to allow you a 30 day return period, especially on the purchase of expensive electronics. I immediately went online to the sonystyle.com.au and filled out a form requesting information on how to proceed with returning the camera. The automatic message assured me that someone would get back to me within 48 hours. When no call came and no email was sent I called the customer service number and spoke with a representative.
He was a polite chap but wasn't really informed on the proceedings. Every time I would ask a question he'd put me on hold only to come back with some ridiculous reason as to why I cannot return the unused, unopened camera. After spending several minutes maintaining my position it became clear to him that I wasn't happy and wasn't going to go away. He then told me I could email [email protected] as the service department does not take phone calls—bad sign right away. He told me service would be prompt, not so. I still haven't received the results I'm looking for and the email exchanges are below. I'm still waiting from a response.
Sent at 4:22 PM (GMT 11:00). Current time there: 12:22 PM. ✆
to [email protected]
date Wed, Feb 16 at 4:22 PM
subject H200124691
mailed-by gmail.com
hide details Feb 16 (2 days ago)
Good afternoon,
I have just spoken with you customer service representative, J,
regarding a return of a camera I purchased through your online site
sonystyle.com.au. He said you be better able to assist me with this
process.
The camera remains unused, untampered with and unopened. I will not be
using this camera as it is an incorrect model. I would like a full
refund for the camera in the amount of $279.
Per your Terms of Sale:
"Unless you notify Sony to the contrary by telephone, facsimile
transmission or telex within seven (7) days of delivery and such
notification is confirmed in writing within seven (7) days of its
receipt by Sony, the Products shall be deemed to have been accepted by
you as being in good condition and in accordance with the Sale Terms."
I received your product last Thursday (10/2). I had written to your
customer service department through your website over the weekend
requesting assistance. After receiving no response I called your
customer service line, where I spoke to J. He has informed me
that you will not accept the return based on the fact that the seal is
broken. I informed him that there is no seal, the package remains
unopened and I simply want to return it. He again liaised with your
department to then be able to tell me you would offer me an exchange
for the correct model. I do not want an exchange, especially with a
company who's return policies are as poor as yours—not to mention your
customer service. I can't even speak with a representative of your
department over the phone? I have to, again, write you an email to let
you know of my dissatisfaction?
I'm sorry, but I find this to be a poor business model. Please refund
me the full amount in exchange for a perfectly brand new, untampered
camera or direct me to someone who would be of better assistance.
Sent at 9:12 AM (GMT 08:00). Current time there: 9:24 AM. ✆
to Customer
date Thu, Feb 17 at 9:12 AM
subject RE: H200124691
Hi *****
Thank you for your recent enquiry.
We would be happy to arrange a return on your product for exchange only. Unfortunately we cannot refund for incorrect choice.
Please advise if you would like us to proceed.
Regards
*****
sender-time Sent at 11:01 AM (GMT 11:00). Current time there: 12:26 PM. ✆
to "Sony Style (AP - Australia)"
date Thu, Feb 17 at 11:01 AM
subject Re: H200124691
mailed-by gmail.com
hide details Feb 17 (1 day ago)
Hi *****,
Thank you for getting back to me. I do not understand why you cannot
refund me based on incorrect choice. Customers make errors all the
time when purchasing products—it's part of the business. You have to
be the only company I've ever heard of that does not refund a customer
for notifying you of the error immediately. Is there someone else I
could speak with? Please advise.
sender-time Sent at 12:08 PM (GMT 11:00). Current time there: 12:26 PM. ✆
to "Sony Style (AP - Australia)"
date Fri, Feb 18 at 12:08 PM
subject Re: H200124691
mailed-by gmail.com
hide details 12:08 PM (18 minutes ago)
Hi ****,
I haven't received a response to my email from yesterday so I am just following up. I appreciate that you're busy but I'd really like to speak to your supervisor, so please just give me the contact information and I'll leave you alone.
Regards,
****
0 comments