topic Re: Customer Relations / Complaints Department Contact Details in PCs & Accessories

Customer Relations / Complaints Department Contact Details

YONS321 — Thu, 24 Nov 2011 18:24:46 GMT

Does anyone know the email address of a Sony online complaints department/ customer relations department, I have just bought a top spec Sony Z series directly from Sony Online and I am experiencing a service which I would have never thought I would dream of expereincing having bought many Sony products for the last 15 years.

I have called 0845 6000 124 and emailed ssscustomer.service@eu.sony.com, personnel keep promising to return calls but never do, and my emails go unanswered.

I am asking on this forum as I have spend the last few hours trying to find a number or email that actually deals with customer issues.

I sincerely hope someone at Sony can hear my voice.

Customer Relations / Complaints Department Contact Details

Blencogo — Wed, 11 Jun 2014 23:23:02 GMT

Perhaps if you give us an idea of the problem, someone here can direct you to the best place to contact.

Otherwise you can try the online contact form here: -

http://services.sony.co.uk/support/en/contacts/

You will need your Vaio's Serial number to obtain the contact information.

Re: Customer Relations / Complaints Department Contact Details

Shafalichung — Tue, 19 Feb 2013 11:32:26 GMT

The Sony Xperia team have lied to me today and didn't call me back after call got disconnected. I called back and asked to speak to a manager (David) What a rude mannered person! He spoke to me like i was wasting his time and like he had better things to do.

never have i experienced this with Sony Playstation or other products.

When I asked what the complaints procedure was, he said you can contact questions.gb@support.sonymobile.com. However, he is a manager in a high position, so there is basically no point! he also said He'd keep it in house.

I could please do with getting some contact details for Sony head office general, rather then complaining to the Xperia team.

My family and I have Sony everything. Very good and loyal customers. Yet I had to remind David that he had started to raise his voice!!!! I can't believe I've been subjected to this sort of bad customer service from a manager!!!

I feel like bursting into tears right now.

Re: Customer Relations / Complaints Department Contact Details

anderstf — Wed, 29 May 2013 09:02:39 GMT

I am experiencing exactly the same mate with a faulty brand new Xperia tablet Z! Sony's customer service is absolutely dreadful and I am appalled! I won't be resting with this even after the device is replaced!

Terrible company, and I'll never be buying Sony again!!

Re: Customer Relations / Complaints Department Contact Details

Loulou2822 — Sat, 03 Aug 2013 21:08:29 GMT

I am very pleased to find this message!

Despite being a few years on I think I am mirroring the problem you had!

I too have a Z model that has gone wrong twice and whilst the first time it was resolved, the second

I have not been had a suitable response to my many phonecalls, emails and letter! I always held Sony in such high esteme but they are not living up to that place now and I feel very disappointed.

Sony Customer Services seem to have become very illusive and pinpointing the customer relations/complaints team has proved an arduous task.

I get exhausted with it and have to leave for a while but your message has spurred me on again!

Many thanks

Louise Ayling

Re: Customer Relations / Complaints Department Contact Details

vipin_jas — Mon, 04 Nov 2013 20:34:28 GMT

hi my name is vipin i bought 1 sony duo slide 11 in may 2013, and in july my daughter was using that and its just gone off next day morning i contacted sony and they arrange the collection from us, and that sit i have the worlds worst experience with sone really really poor ccoustomer service i recived, i had nothing heared from sony for about 10days then i contacted the flextronics on 01 aug to find out the repair status and been told it will be with us next week as they said repair is done and just waiting for 2 screws and then again nothing is heared from them then i contacted themback again on 08th aug and i was shoked when they said i have to pay £611.46 for repair as the somthing called ssd is missing fromit wich is not possible as we was using this, i refuse to pay for it and i asked flextronics to give me the sony head office number or a complaint team number so i will contact them but they refuse me to give that i sent 2 letters to sony europe ltd, the heights, brooklands, weybridge surrey kt130xw, but i never heared any thing from them then flextronics contacted me again and said pay £611.46 to get it fixed or pay £63 for return unrepaired i refuse to pay and told the lady that i am waiting for response from sony then she said she is going to email sony my number case number and my emailaddress so sony will contact me within 48 hours but samr nothing again then on 8th of oct they sent me the laptop back with more big damage to screen, hingies and then i found coustomer realation number on web and contacted them but same again spoke to about 4 difrent people and they still not doing anything no unswer to the quastion asked, very very disapointed service and still not solved pls if anyone give me there head office details or any other info as i got no helpfromsony at all

Re: Customer Relations / Complaints Department Contact Details

zraeesy — Tue, 11 Feb 2014 14:26:42 GMT

Did you find a useful address to write complaints to? I have had a most dreadful customer service experience with Sony in dealing with Xperia tablet Z.

Re: Customer Relations / Complaints Department Contact Details

jumpsuit — Tue, 10 Jun 2014 11:18:55 GMT

You could try using the contact details / online form in the relevant section

Here

In another thread @sgdavies says
"If you would like to log a complaint to Sony Customer Relations Office, please use the email below:

Cro.en@eu.sony.com"

Re: Customer Relations / Complaints Department Contact Details

Thalamus. — Tue, 11 Feb 2014 14:56:48 GMT

Hi @zraeesy

welcome to the Sony User Community..:smileyhappy:

@jumpsuit has replied to your other earlier thread so hopefully he will be able to get someone to address your problems..

Re: Customer Relations / Complaints Department Contact Details

iantownsend — Thu, 20 Feb 2014 13:03:54 GMT

Dear Sirs

Since I acquired my new Sony computer in Miami Florida I have been inundated with spam messages on my mobile phone. I gave you the number as I was hoping to buy a smart watch and link it to my phone. In the end this couldnt be done but you still had my number. Can you please stop all these messages as despite texting back STOP they keep appearing using different mobile numbers. Kind Regards Ian Townsend

Re: Customer Relations / Complaints Department Contact Details

jumpsuit — Sun, 23 Feb 2014 16:22:56 GMT

Hi iantownsend and welcome to the Community.

This is primarily a user based forum (e.g. the experts don't work for Sony)

If you write to the addresses in the posts ~~above~~ ~~below~~ above (with a bit more detail) they may be able to help.

Edited by community manger Paula_C- corrected meaning

Re-edited by jumpsuit: The meaning was fine lol There were no posts below this one at that time to read, only those above (on the previous page)

Re: Customer Relations / Complaints Department Contact Details

emma.corlett — Sun, 23 Feb 2014 15:36:46 GMT

Dear sony

Is there really no way we can reach your complaints department via email? or do we have to write to you as if it were still the 20th century? I have searched your site high and low for an email address to contact you regarding a complaint but there seems to be only a postal address. I feel that your choice to provide only a postal address is a way of putting customers off complaining about your services/products because it will cost them money/will take too long for you to respond. I have a complaint regarding a mobile device I purchased less than a month ago which I have constantly tried to remedy through the store I bought it from, however they have on three occasions failed to provide a solution. I would now like to speak to a member of sony customer services directly so I can explain the problem in detail and work out a solution. As you can imagine, fixing this problem is a matter of urgency as I need to be able to use my mobile phone on a daily basis, so writing to you is simply not an option as it will take far too long to provide action.

I am very very unhappy with the service provided by sony as a whole, aswell as the products I have purchased and if the problem is not resolved to a more than satisfactory standard, you can be sure I will never be a customer of sony again.

I am unsure whether I will be alerted if you respond to this post, so please could you contact me via email at [Edited by moderator to remove contact details.]

Regards.

Re: Customer Relations / Complaints Department Contact Details

Pascale_F — Sun, 23 Feb 2014 17:31:59 GMT

Hi there,

This sounds frustrating for you. Please do contact Sony Mobile about this, and they will be able to look into it.

Best wishes,

Pascale_F

Re: Customer Relations / Complaints Department Contact Details

spuddy39 — Fri, 02 May 2014 11:35:49 GMT

sony customer service is the worst c/s i have ever dealt with rude could not give me a straight answer i bought 2 psvitas for my girls for there birthday one psvita vol button broke with in a week waited for a email and link to print or post label to return took 2 weeks to come basicaly 2months with no console c/s said the console is with someone else i asked for there number dont have it can i speak to a manager no there aint one then he didnt like the tone of my voice and said he would hang up because im repeating myself so i asked him do you have kids he said no so i said you dont know what its like telling one kid you cant have your birthday present and i cant tell you when because they dont no what a waste of time i will never buy any p/s product again

Re: Customer Relations / Complaints Department Contact Details

farnazfarnaz — Mon, 21 Jul 2014 16:40:37 GMT

I have paid more than $2200 for Sony notebook, for a piece of junk!

I DID Waste my money.

It has lots of issues, internet disconnection, touchscreen, mouse,.....

I have “Onsite Warranty” means a technician should come to your house and repair it.

Spent more than 100 hours for 5 months over the phone and they told me that I have to send them my PC.

Finally they sent a very useless guy. He even did not know how to open the screws!!!

Now it is with the same problems in addition broken piece in the back!

Re: Customer Relations / Complaints Department Contact Details

terrybrown1 — Wed, 23 Jul 2014 16:41:55 GMT

Telephone Sony HQ UK receptionist who is extremely helpfull and ask to be put through to the CRO team

+44 1932 816000

The issue you will have is :-

They do not care and when I asked for an escalation process I was told that the guy I was speaking to Mr. Anderson that he did not report to anyone.

Trust you ahve better luck than I had

Re: Customer Relations / Complaints Department Contact Details

headcase64 — Fri, 25 Jul 2014 22:50:33 GMT

so check it out.ive owned three playstations 3 in 4 years no support no.all they have to say is send it in and we will fix it for a fee.it seems to this consumer that it is a tipe of scam.does sony not beleave in support i think not.so now im an ex gamer because it just cost to much to keep fixing these product i think they are just giving up the ghost.sincerly ex sony fan.

Re: Customer Relations / Complaints Department Contact Details

letdownbadly — Wed, 06 Aug 2014 19:44:34 GMT

Do not even bother trying to contact Sony with any customer issues as they could not care less. In fact do not bother ever buying any more Sony products.

Since Monday this week i have been trying to resolve a product ( camera ) that is not fit for service. I pid extra to have the 3 year warranty on this but i might just have got the camer from a car boot sale for all the good Sony do.

I have wasted hours this week so far being constantly talked to as if i am some kind of idiot ( must be i paid for a sony product lol ! ), called a liar, refused to return my call etc etc and as for the Sony call centre do you all know its in Egypt ? thats how much they value us.

Well in the morning I am going to Sony HQ in Weybridge for a refund ! yes i realy am, taking a reporter from the local rag with me too. Probably get arrested but so what its not me whos the crook.

So from reading all of the posts it seems i am not alone in being [edit] on by Sony.

[Edited: 1x profanity]

Re: Customer Relations / Complaints Department Contact Details

jumpsuit — Thu, 07 Aug 2014 11:07:11 GMT

Hi letdownbadly and welcome

Before you take the villagers up to the castle can you let us know what problems you are experiencing?

Its possible someone may be able to help.

Also I am not sure how basing a call centre in a foreign country shows how much Sony may value customers lol.

Many companies do it.

For example firms such as Thomas Cook, eBay, Sky, Seatwave and Zumba Fitness have all outsourced aspects of their customer services to Bulgaria

I understand your frustration at Sony but before you storm the Bastille maybe explain a little more and we may be able to help?

Re: Customer Relations / Complaints Department Contact Details

Damocles148 — Mon, 18 Aug 2014 19:22:26 GMT

I'm have an awful time at the moment with sonos e-store.

I purchased a Xperia T3 on Sunday, delivered on Tuesday, tried setting it up but wouldn't recognise a sim card. Tried my sim from my Z1, still didn't work.

Phoned and offered a repair which I turned down, as it was brand new, was told that I would get a new replacement. The phone was to be collected on Wednesday, but due to a mess up it had to be re booked and was collected the following Monday. Tracked the package through DHL and was delivered back on Wednesday at 10.13. Phoned Thursdays and asked why my replacement hadn't been sent, was informed that they haven't received my phone, which I told them they received it the previous day. Was put through to a supervisor who said that I would get a confirmation and the phone would be sent out that day. Friday came no confirmation, so my wife phoned and was told that no phoned had been order as a replacement, and was talked to in a rude manner so she told the eshop customer service agent to forget it and we would have a refund.

Forward to today (Monday) over 2 weeks since first ordered, and I have just received an email say that I cannot have a refund and the phone is being returned no explanation or anything, why would I want a faulty phone returned and what about consumer rights.

The service is awful, I will not be purchasing anything again from the Sony eshop, at least with Amazon and Argos they are helpful and value their customers, something that sony has forgotten.

Will be trying to get through again tomorrow, for an explanation, but trying to get through is like seeing Satan at Sunday mass.