Complaint Review: Sony

This was the "chat" that I just had with a Sony customer service rep. The rep admits that the cameras manual does not contain information. The Memory Stick packaging does not list compatible models. According to the rep:

Keith_ > "Joe, the information about the compatibility of the Memory Sticks is only available if the Camera is compatible with PRO Memory Sticks."


chat id : 37b5f57b-06d7-4841-830d-93be4e57cc00

Problem : Two 1GB MS, new, purchases at two separate locations, timewise not in close proximity...both giving error messages.

Keith_ > Hi Joe. Welcome to Sony Online Support. I'm Keith.
Please allow me a moment to review your concern.

joe > I have sen on semveral message boards that the 1301 error is a chronnic problem

Keith_ > Thanks for waiting, Joe. I'm sorry that you're getting an error message while using the Memory Sticks in the Camera. I'll be glad to assist you with this.

Keith_ > Joe, the Memory Sticks with 1GB capacity is not compatible with the DSCS85 Camera.

Keith_ > You can use Memory Sticks up to 128MB with this Camera.

joe > IS that mentioned in the manual?

Keith_ > Joe, this is not mentioned in the manual.

joe > So what can I do with the two Memory Sticks?

Keith_ > We have this information in our database.

joe > OK...but if it is not in the manual...It should be in the manual

joe > If it were in the manual it would be my error. However, I think that an exchange is warranted.

Keith_ > I am truly sorry for the inconvenience caused due to the incompatibility of the 1GB Memory Sticks with this Camera.

Keith_ > I suggest that you contact the retailer to exchange the Memory Stick with a compatible one.

joe > They are not responsible

joe > Sony is for not supplying that information.

joe > Please do the right thing and as Sony rep, take responsibility for the error.

joe > I can send Sony the two 1GB Memory Sticks each in it original blister pack, and Sony can send me the appropriate replacements. That seem pretty easy to me.

joe > Keep in mind the MSRP of the 1GB aompared to the 128MB

Keith_ > Joe, the information about the compatibility of the Memory Sticks is only available if the Camera is compatible with PRO Memory Sticks.

joe > Keith...I want to get an exchange

Keith_ > Since, there is no information about the compatibility of the Memory Sticks, it indicates that the Camera is compatible only with the regular Memory Sticks.

joe > Please do the right thing here. I am going to post this "Chat" online...you should end it by doing the right thing,

joe > Your sounding silly keith

joe > Will you make the exchange...yes or no?

Keith_ > Did you purchase the Memory Stick from a Sony Authorized Dealer?

joe > of coourse

Keith_ > In that case, please contact the place of purchase to check for the available options.

joe > Wrong answer Keith...I am going to post this online now. Would you like the address?

Keith_ > Joe, the compatibility chart of the Memory Sticks with the Camera is also available in our website.

Keith_ > I would like to forward a link to a page where you can view this information.

Keith_ > When you receive the link please click on it to open the page and let me know if you are able to view it.

joe > Posted

Joe
Roselle, Illinois
U.S.A.