Having worked for Sony support I would first like to say that yes, Sony support sucks and deserves to be at the bottom of the list. But please, don't always blame the rep at the end of the line. While I'm sure that more than a fair share of complaints come from incompetance, most of the problems come from your rep's hands being tied.
I have never worked for, or heard of another company that discourages customer service so completely. Everything was about the bottom line. Anything above the appearance of trying to help was(is) unprofitable. Basically, they wanted us to sit on the lines and answer the phones (for the illusion of trying to be helpful,) then get that customer off and answer the next call as soon as possible.
One time I had a customer, who was having some driver troubles, reboot their computer while I waited on the line. Quality Control (this call may be monitored...) advised me that next time I sould have the customer hang up at that point and call back when it was finished! For a minute and a half restart time I was expected to make them call back and wait on the line for another hour!
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Having worked for Sony support I would first like to say that yes, Sony support sucks and deserves to be at the bottom of the list. But please, don't always blame the rep at the end of the line. While I'm sure that more than a fair share of complaints come from incompetance, most of the problems come from your rep's hands being tied.
I have never worked for, or heard of another company that discourages customer service so completely. Everything was about the bottom line. Anything above the appearance of trying to help was(is) unprofitable. Basically, they wanted us to sit on the lines and answer the phones (for the illusion of trying to be helpful,) then get that customer off and answer the next call as soon as possible.
One time I had a customer, who was having some driver troubles, reboot their computer while I waited on the line. Quality Control (this call may be monitored...) advised me that next time I sould have the customer hang up at that point and call back when it was finished! For a minute and a half restart time I was expected to make them call back and wait on the line for another hour!
Just a thought for everyone.