Hi all,
So, the last three months have opened my eyes as to how awful Sony CS is at present, so I thought I would ask the community if anyone has found a better point of contact than customersupport.en@eu.sony.com?
In my experience, they appear to exist purely as an obstruction and will hinder any actual service unless you're prepared to fight them.
I've been playing email ping pong with these professional goalpost shifters since November, so here is a very sparse summary;
Issue with XR-65X90L identified.
Contacted CS via email in November, fulfilled all requests for description of issue serial numbers, firmware revisions, images and videos - sent via external links on their instruction as they can't handle images or videos larger than 5MB in this century. Finally "escalated"
Waited a few weeks, only to be blown off by the CS with obviously contradictory reasoning as to why there was 'no issue' with my set - it was as if the entire email chain of photos and videos and dialogue didn't exist for this person...
So, after pointing this out, the barrage of image and video requests continued until my case was passed to the 'relevant team', this is now December.
A few days later I'm sent a link to a repair portal, only to find - 'the model you have entered is not applicable for our book online service', contacted CS email again and provided my home address and proof of purchase invoice.
A few days later, the local service guy turned up, looked at set, acknowledged the fault and took a copy of one of my numerous videos, "leave it with me" was the advice.
January - gets a call from service provider - next day they deliver a replacement set - which was boxed up as a bare TV unit only - no stand accessories etc. I asked if this was a remanufactured or repaired unit, they said they didn't know, I was already told by them that they don't personally repair Sony TV's, bit of foreshadowing here...
Later that day I begin to notice that the replacement set appears to have been put together in a shed with a penknife, the lower metal edge is no longer flush and juts out, the front edge of same bows out from the panel in multiple places to the point where there are gaps so wide that you can see the backlight from the edge of the panel within, the entire unit is only slightly more rigid than damp cardboard to the point where the front panel and the rear of the set moves independently of the surrounding metal bezel, and it makes alarming cracking noises if you attempt to move it.
I recontacted the local service provider, who asked me to contact Sony to 'book a recall', so I did, and well.... they have been messing me about since the start of the year with more media requests, supposed escalations, yet more repeat requests for media.
Most recently I was asked for a "picture of the part numbers located on the stand feet." which made zero sense as it's two bits of alloy with no markings on them, this is not a PS5. And yet more media in spite of me literally sending this three weeks prior, which is how long I waited for the most recent replies.
I queried this, only to be informed:
"The higher technical team could not access the video provided in the email as it is an external content. Therefore, they asked to attach it directly to the email"
I replied with a screen capture of an email in November specifically requesting that I use external links due to the 5MB attachment limit.
At this point, I find it hard to believe that this level of ineptitude isn't deliberate, they know that most people will not be willing or capable of recompressing modern smartphone footage to fit within such minuscule constraints, and even if they did the resultant quality would render it fairly useless.
Not to mention the fact that they had no issues viewing all of the dropbox links I sent them last November.
