Sony is a major manufacturer of professional and consumer electronics. With customers around the world, Sony's customer service centers receive a high volume of calls every day.
People call Sony customer support for a range of reasons, including:
Before calling Sony, check to make sure that you are using the correct number. The customer support page on Sony's website provides you with guidance in finding the correct department to call. Double-check the hours of operation to avoid frustration.
Have your product, your invoice and any other relevant information, such as a warranty, in front of you. It's also a good idea to have pen and paper handy so that you can take notes during your call.
Be prepared to give the representative who answers your call details about your product or products, including serial and model numbers.
Sony is a very large company, so it is not surprising that one can find a range of opinions about Sony's customer service online. While some people are very happy with the phone-based customer service they have received, others have made complaints.
Some of the more significant complaints have focused on the training that Sony representatives have received and their inability to fully understand the nature of some issues, such as the limits of warranty coverage
In one case, a man contacted a noted consumer advocate for help in dealing with Sony over the way an extended warranty had been worded and was now being interpreted by Sony.
In this case, Sony eventually agreed that the warranty had been badly worded and offered to refund the cost of the warranty. However, this would not the necessary repairs to the device for which the warrantee had been purchased. Eventually, and after third-party intervention, Sony agreed to compensate the purchaser appropriately.
Sony customer support can resolve many issues by phone, including researching warranty information, troubleshooting products, and clarifying operational issues and proper usage of a product.
Some technical support and repair problems will require working with a technician or an expert who can teach you how to use your Sony product. In such cases, you'll need to schedule a face-to-face appointment.
If you have to return or exchange a product, you'll have to do that on your own, usually by bringing your item to a retailer or shipping it to a Sony distribution or repair center. Your other option might be to ship the item via the post office or through a delivery service.
If you get off the phone with Sony and feel as though you didn't get much accomplished, don't fret. There are still options for resolving your issue or issues.
The first thing to do is to review the notes that you took during your call. If you weren't able to take notes while speaking to a Sony representative, take a few minutes to jot down or type out what happened. This information can be useful when explaining your situation to other Sony employees.
Next, call Sony back. Keep in mind that not all customer service representatives are created equal. Some have more experience or training and may be able to resolve your situation or provide guidance for doing so.
Another option is to use a different method of getting in touch. Sony offers a live chat option from 8 am to midnight Eastern time. You can also send an email from Sony's website, though responses can take as long as 48 hours. A third option is contacting Sony through its social media platforms. Finally, Sony does offer a customer forum where you can ask questions of other Sony product users.
One advantage of these other methods is that you'll have a record of your conversation, something that can be useful when escalating your case. The record can also serve as documentation if you have to work with a third party, such as a bank or credit card company, to resolve your issue.