called again on my lunch and this time the guy didnt even bother to take any of my details and just told me to call the sales team and that they will arrange a replacement. i requested to be transfered and apparently they cant do that

so called again to sales and i have been told i will get an email tomorrow arranging the collection on friday and once rcvd back they will send me the replacement.

i have my doubts of this happening and am so tempted just to return and re order but then i will be paying the return costs which i should not!

why cant the companies keep things simple??

Got a callback later in the evening from a manager saying that the collection cannot be done tomorrow and now I will have to wait till Monday!

He was more helpful but the whole situation is a mess. Cause people can't do the job properly, I am now out of my pocket for all these call from my mobile phone.

No reply on this thread either. Last time I had a similar problem I had to email the then CEO of Sony and had a reply from him and he handed my case to his MD Escalation Officer and he sorted everything out personally.

I don't want to go through that route again cause its not their job and the people paid on the phones should get it right the first time.

And by the way another shortcoming from Sony Logistics system as admitted by one of the guys on the phones is that when you order something and you put down the complete address, the courier system only picks the first line of your address as I mentioned Basement Flat twice in my address. One in the Second Line and once in the Instructions and still the parcel never had the Basement Flat mentioned. Its good that it was delivered to my Landlord upstairs but surely this should not be acceptable but apparently no one cares.

I will wait till Monday and any more problems, I think I might have to email again. (sigh...)

Message was edited by: -Cass-

Edited the post to protect the privacy of Sony staff

Hi Simon,

Thanks for that information. Can you let me know how do you check if it has been escalated to cust srvcs?

Anyway, its Friday and I haven't had any emails from courier that it will be picked up on Monday. I am hoping I get some correspondence on Monday morning to confirm the collection.

Also if anyone from Sony is reading this, I would like some feedback on the courier label glitch where its not placing the second line of you address on the parcel label or the instructions field. Lucky I put Basement Flat in the second line (for some reason I had some intution that something will go wrong, call it divine!) as ususally Basement Flat is my first line. If I had done that the parcel would have gone nowhere!!

I would email about this anyway as management needs to know about it. Its a small thing but I am sure will make Sony's life a bit easier, think of amount of calls from angry customers missing their parcels cause of incomplete address.

Anyway, I have now lost nearly £10 on the phone calls already in the whole ordeal and didn't want to call anymore and loose more money on being put on hold. God forbid if I had a more complex case rather than a simple replacement. I will wait till Monday and see what happens.....

Message was edited by: amit_jain_14

Message was edited by: -Cass-

Edited post to protect Sony staff privacy

Its Monday and no emails from courier but I am still hoping someone will come and pick it up. Last email from Jonathan, Customer services Manager, confirmed the collection on 2nd July, so even though I am tempted to call and confirm but I will take their word for it this time and wait.

Just checked with my housemate, not courier arrived or missed collection cards. Will call the customer services again tomorrow morning.

Getting a bit tired of this now.

Called again, and told by a guy that City Link never booked the courier and they never arranged it for Monday. When asked why the reply was "They are not responding to our emails!"

Great service Sony. He then went on to assure me that he can gurantee the collection for tomorrow. I asked him how can he gurantee when I had the gurantee for Friday and then for Monday by a manager and that has still not happened! And his polite reply was "I cannot change the past, can I?"

I told him surely he can understand my doubts and rather than being rude and blunt be more emphathetic to which he replied "Emphathy won't get you anything". Also he refused to send me any email to confirm the conversation and said the delivery support will do this once the courier has been arranged. This is turning out great work here Sony. A simple replacement and seems to be such a big task. I am begining to think why I even bothered. Needless to say this is the last purchase ever from Sony website. I have got no high hopes for buying Sony products from somewhere else in the future either.

I have requested to speak to the manager. He did recognized the name as he is in the same office and he will be in at 10:45. I will wait till 11:30 and callback to speak to him if I don't hear anything back.

Message was edited by: amit_jain_14