Allen
Jackson Heights,#2UPDATE EX-employee responds
Thu, April 07, 2005
I know who this person is. I worked with him before. He was merely enforcing the company policy. He is a top tech and often handles only out of warranty lines, he is known for his knowledge and low talk times (that's how outsourcers get paid by quantity) and if his talk times get really high, he will be monitored by a supervisor. Any one handling the out of warranty lines always deal with the same situations, people who refuse to pay but want to ask a quick question. Most agents on this line will not even attempt to answer a troubleshooting question, they will refer to the company policy. But I believe all this is pointless since this policy is no longer enforced. I am uncertain of the reason for this but I suspect the numerous complaints by customers or possible legal actions by several state attorney generals led to this unofficial policy change.
Anon
Ft. Myers,#3UPDATE Employee
Thu, September 11, 2003
NUMBER 1 - EVERY computer manufacturer has a warranty period in which you receive FREE tech support. This particular computer hit the market in July, 1997 and was discontinued in January, 1998. This means that as of June, 1999, his computer was OUT OF WARRANTY. Sony, just like every other computer manufacturer charges for tech support for out of warranty technical assistance. The $19.95 charge applies whether you speak to them for five seconds, five minutes or five hours. If this person had taken their computer to a store for repair, their minimum charge would have been much more than $20. It sounds to me like this person's pride was hurt because they couldn't figure out something that turned out to be a simple to fix (once they knew the answer). NUMBER 2 - I find it hard to believe that someone who was such a "LOYAL" customer would stop being loyal after only ONE less-than-satisfactory experience. I'd hate to be this persons' mate or significant other. There would be no pleasing them.