John Lewis wouldn't refund the difference in my case. They stated that as my purchase was over 28 days, it was nearer 40 days, it wasn't covered by their price match policy. They also stated I could only return a product if it was unboxed or faulty. So my guess is that John Lewis will refund the difference if the purchase was made within 28 days of John Lewis dropping their price and, as seen above, will, at their discretion, refund the difference for purchases made within a few days over 28 days. I can't really argue with this position.
Which leaves everyone else at the mercy of Sony.
I echo the previous comments. This is very poor customer service from Sony and does not help them build loyalty. Video/Playstation games vouchers would go some way to rebuilding this. Plus it wouldn't really cost them.
I chose Sony over Apple as I wanted something different and innovative. Things like this make me regret my decision.
I to am annoyed at a price cut already. Sony needs to look at the loyal sony customers and let them know why Sony is number one. I will never turn into a apple-ite but give us a break sony!
Come on Sony do the right thing - I brought mine on the 12th Nov only to see it £50 cheaper on the 17th. I got it from the Sony Center Basingstoke and am a little peeved!!
looks like im another person joining the long line of dissatisfied Sony customers losing out of 50 quid. I bought mine from PC world 2 weeks ago. ive contacted them and they are just saying its got nothing to do with them,goodthey just told me to contact Sony. which ive tried to do but no joy at all so far, just dont use this e-mail and when you ask which e-mail to use they all go very quiet. not good
John Lewis customers:
I'm surprised you've been unable to get yours refunded; like I said, mine was over the 28 days (albeit only a few days) and I had no trouble. I would imagine that, if the policy was 28 days, it wouldn't matter how far over you are - there would be no refund.
From the website: http://www.johnlewis.com/Help/Faq.aspx
There are no time limits for returns. Find out more about our refund policy.
As a result of the above I was prepared to have the discussion about returning and re-purchasing (if they were unwilling to refund me the difference), which I would have expected to have the desired effect as they would then be lumbered with a used unit AND lose the £50.
I would recommend phoning the store you purchased from directly and having the conversation with their customer services?
I bear good news. Buoyed up by heavgoods' last comments I called the John Lewis store where I bought my Tablet from and they have refunded me the difference. The person I spoke to passed my concerns onto customer support who called me back.
I asked them for clarification as to why they agreed to refund me they said that it's at their discretion as to whether they will refund the difference after 28 days and that their principal aims were to keep their customers happy and continuing to shop with them.
@heavygoods thanks for the update.
I'm a little confused. Have some of you entered in to a legal contract with Sony that states that they can not determine what competetive price point they can sell their goods at, at any time after launch as it might make early adopters feel they could have got same product for less, surely not ?
I ask because you state quite clearly that you are going to escalate this . what explaination do you think Sony owes you and others that purchased technological equipment on launch day, that Sony are wrong to act in their shareholders' interest?
I purchased my tablet on release day from John Lewis and other than their price promise pledge which is admirable, don't remember John Lewis giving an undertaking that Sony are beholden to me in the run up to Christmas on the pricing structure of their tablet?
Equally, they are not going to devalue their product further by offering refunds or vouchers to those who wanted their products on launch . They are perfectly within their rights to competitively price these units to gain marketshare whenever they want. if others don't appreciate the commercial necessities of business. wait for equipment to have reached the end of its cycle and acquire it with all risks removed at the end of its sales cycle, knowing their another model is about to be launched. And before others complain that it has been just 2 months, so what?
I would rather they lowered the price and sold more tablets and more developers backed this equipment than for it to fail and go the way of the HP tablet!
Not mixing but never understand why prople complain when a major co mpany that has invested heavily in promoting and developing a new product, decides to act commercially to keep it viable and to protect the value of that product.
So going by this logic, when the touchpad went to the gutters, the people who purchased it for £400 at launch should live with it?
No, this will tarnish the name and reputation of the business. And itll hurt their ability to sell new products in the future.
Giving away vouchers or offering refunds will not devalue their product, it will do the opposite. Just like the touchpad consumer will say "why didnt I purchase at £400 as I would have been refunded the difference".
Sony has no contract to do anything but it is goodwill and goodwill is what seperates the good businesses from the bad.
As now a consumer may think, come next year when sony releases their new tablet-"itll be best to wait 2 months as itll go down".
Ultimately a business following your business plan of doing what is best for the business is actually detrimental in the long term.
@hip hop rob: of course, you're right - to a degree. Sony are perfectly entitled to do what they like with the price.
However, you are going to p1ss early adopters off because they are effectively stating that it was overpriced in the first place; therefore those who've paid the launch price will subsequently feel that they've overpaid. This is an absolutely fair assumption, and the whole reason why JL operate their pricing policy - so that customers never feel "ripped off" by shopping there. It's why I'll keep going back.
This is why it's absolutely not good practice for a technology company to drop a price point so soon after launch - or even some time after. It breeds a feeling of those loyal customers who supported the product at launch have been taken for a ride. You only have to look at the Nintendo 3DS as the perfect example - I think it was 6 months after launch they they cut the price and people got upset - but Nintendo pre-empted it by publicising that anyone paying launch price would get a load of free downloadable games and content.
So yes, you're right - but it's totally understandable that people get frustrated having paid a price they're told a premium product is worth, only to find then that its actually worth fifty quid less than they paid... and as the previous poster rightly says, it then puts people off supporting new products at launch as they'll just assume the price will be cut at some later point in time. Am quite sure Sony won't want that.
Message was edited by: heavygoods
Message was edited by: heavygoods
Smellyonion wrote:-"So going by this logic, when the touchpad went to the gutters, the people who purchased it for £400 at launch should live with it?" Sorry do they have any other option?
Smellyonion wrote:-"Ultimately a business following your business plan of doing what is best for the business is actually detrimental in the long term" That's a contradiction in terms. If the business plan is best for the business than by default it is best for the business. A business plan that is not best for the business is by definition, what is detrimental in the long term.......That's logic
remember caveat Emptor...Buyer beware.
It is the nature of being an early adopter that we are all prone to the economics of the market place. Sony stand to lose a lot more than £50 if they don't shift anough volume of this piece of kit in the run up to christmas. If they don't, don't be surprised if there is a further cut in the new year.
Sony wouldn't be tinkering with price if the units were flying off the shelf. It's obvious, they are not and that is why Sony have made a brave decision to act now in the important run up to Christmas.
There are much bigger problems for Sony's venture in to the world of tablets if they get this wrong.
If retailers are left holding huge stock of tablets, they will not be rubbing their hands with glee that a few early adopters were not psychologically peeved off because there wasn't a price drop.
The retailer would simply think twice about taking a risk on any other market saturated Sony products that it was late entering to market with..
Commercial niceties go out of the window in the cut and thrust of home entertainment. Ask Sega, Dreamcast, Beta max, CDI, mini Disc early adopters etc
I am not being argumentative but simply stating fact. This is not a corner shop wanting our business and hoping we won't go to tesco's. This is a major corporate that is trying to take a share of the market that it was not instrumental in shaping. Apple were. It has taken a huge gamble in coming to market late and that gamble may or may not pay off but don't think the early adopter is high on Sony's list of priorities, we are not. But market penetration is.
This is just my humble opionion.
@heavygoods.The John Lewis pricepoint has nothing to do with Sony dropping its pricepoint across the model range. JL are fairly unique in that they have no institutional investor shareholders to keep happy (i think iam right?). the workforce are the partners of the business i believe and all share a dividend if the business succeeds. it's pricematch and flexible approach to dealing with issues is exemplary but that model wouldn't work for a technology manufacturer like Sony, so they are not comparable.
I personally rate JL highly and have stated that on this forum in my postings previously.
As to whether it puts people off supporting new products at launch. We all know that clever marketing will always attract early adopters... Most of us that can afford too would like innovative products as soon as we can get our hands on them. Price stability would be nice but that is not what people measure primarily when considering to early adopt. There are other criteria that take precedence.
did you see what happened to the touchpad when in went down to £89, all the early adopters could claim the difference back otherwise the company would tarnish its reputation.
if hp launched another tablet 2 years latter , nobody would buy it if people were not re-compensated.
and just so you know, if you like to play with words I said YOUR business plan of doing what is best for the business. This means that it is YOUR idea of what is best for the business. It is not a statement, put it in qoutes if you like, it is merely a title to what you have written previously.
it is a 100% obvious that the tablet is failing and the reason is simple, it is a lack of marketing, it is not the correct time to drop the price. it is the correct time to actually get consumers aware of that the product even exists. all this price drop does is attract those who were putting off buying it to buy buy it. ie, those who would have purchased it anyway.