The biggest Sony negative: service and support

Started Nov 10, 2012 | Discussions thread
rothwells
Regular MemberPosts: 290Gear list
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Re: The biggest Sony negative: service and support
In reply to taamberg, Nov 11, 2012

taamberg wrote:

I just bought an A99, partly to be able to get clean HDMI in 1080 24p. This is the third major feature listed for the A99 on Sony's website, and the ability to get 24p from HDMI is clearly listed on the specifications page.

So it was time to contact Sony Support.

I'm sorry, but why is this Sony's issue.  It's obvious to me that the BlackMagic box isn't doing what you want it to.  I've seen someone else around here saying the blackmagic thingy only goes has high as 1080i as well.  Why is this Sony's fault?

- The first thing I tried was the "interactive chat" session on sonystyle.com:

- the agent started by misconstruing my question to be about AVCHD recordings;

- they then still misunderstood it to be about recordings onto the memory card;

- they then told me that Sony hasn't tested the A99 with _any_ external devices; (I had to point them to the A99 features webpage claiming HDMI external device support)

- they then told me that 24p is not supported on the HDMI port; (I then had to point them to the A99 specifications webpage)

- they then told me I had to escalate my case up to the next level, but that _they_ couldn't do that, I had to call a toll-free phone number (available 7 days a week);

I will concede that the "first tier" folks are just reading off of a script and have no clue whatsoever.

- That number just went to a recording telling me to call a NON-free, long-distance number (Florida);

Sorry, but honestly who pays what used to be known as Long Distance anymore?  I would suggest changing your phone service.  I think it's been over 10 years since I (and everyone I know) has not had one bill for unlimited everything.  I'm actually shocked that companies still have 800 numbers.

What. A. Joke.

I thought that Sony was serious about giving their professional products professional support? This isn't even non-professional, consumer-level support. This is incompetence.

I had quite the opposite (at least for the second tier).  I had an issue with my a99.  First off, customer service at SonyStyle isn't techsupport.  There is either another option of number for that.  I called it, and yes had to agonize through stupid questions like "is my camera turned on" and "did I try turning it off and turning it back on."  Really?  Geeze.   Then they contacted the second tier folks in Florida and conferenced me in.  Those guys are tech specialists at Sony and very knowledgable.  He was polite.  He was helpful. He gave me a way to send samples of the issue I was having.  After about a day of review, they issued an RMA and a free FedEx label for me to send back my a99.  I had a brand new one two days later, even before I got around to sending the other one back.

So, I have had a completely opposite experience with Sony's tech support staff.

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