Complaint Review: Sony Service Center

I purchased the DRX-710UL DVDRW drive from Circuit City on March 14, 2005. Just after the 30 day return period expired, the drive stopped working and could not be detected by either of my computers. "Chelsea" from the warranty center gave me an RMA number and promised that I would receive a new drive (not refurbished). At my expense, I shipped the drive to Sony's Service Center. About a week later, I received a replacement drive from Sony which was ALSO defective. The drive door was hanging slightly off its hinges and upon opening the drive, the door fell even more off and would not shut.

I called Sony again and was told that Sony would pay for the return shipping, but that they would have to issue a "call tag" with UPS to come and pick up the drive. I told sony that I was going to be out of town from May 15 to May 19, and not to issue the call tag any earlier than May 20. The CSR confirmed that he made a note in my file and that it would not be picked up any earlier than May 20.

On May 20, I returned home from vacation to find 3 UPS tags stuck on my door (an invitation for burglars). The third one indicated "Final Attempt." I immediately called Sony to find out why they scheduled this pickup on days when they knew I was going to be out of town. A CSR initially told me to call UPS to take care of it. I did so, and UPS referred me back to Sony! I called Sony back... Yet another CSR replied "I think the person who scheduled it didn't see the note." After putting me on hold for a few minutes to consult with a supervisor, I was told a new call tag would be issued.

2 hours later, I found a voice mail from a "Susan G." stating that even though I was assured Sony would pay for shipping, unfortunately Sony would not be able to pay for the return shipping of the (now second) defective drive. She gave no reason other than it was "because 3 attempts had already been made." (nevermind the fact that Sony promised those attempts wouldn't be made until after May 20th, and failed to live up to that promise)

I called Sony and spoke with Susan. Apologizing several times but ironically unwilling to make any concessions or deliver what was promised to me, Susan confirmed that HER supervisor, "Leroy D." later disapproved of the payment of shipping my drive back to Sony.

So... I had to pay $6.70 to ship my drive back to Sony, even though I was promised numerous times that this would be covered, but was denied. I would like my shipping to be paid for by Sony, as originally promised.

Eric
Woodbridge, Virginia
U.S.A.