Posted by Nicholas at July 9, 2007 10:16 AMBut Sony seems to think that muttering "sorry", under duress, is really as much as I have a right to expect. The studied indifference with which their customer service representatives treat my complaints is downright appalling. When I point out just how long I've waited, they don't offer me anything to make up for my inconvenience, not even a $5 gift certificate to the Sony store. Indeed, they don't even acknowlege that I am complaining. They wait for me to finish, and continue with whatever they were saying as if I had not spoken. Before I went to business school, I spent five years as a network engineer. As you can imagine, that entailed a lot of time spent on hold to tech support, including to places in Taiwan where the English was at best shaky. Sony has now commanded the award for worst technical support ever. At least the Chinese guys seemed to be aware that I was talking, even if they didn't understand what I had said.
Jane Galt, "You knew this was coming, didn't you?", Asymmetrical Information, 2007-07-06
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