I order a customised Sony VAIO online a couple of weeks ago. Everything was brilliant until the day the express delivery I paid for was scheduled for came (a friday). Sony hadn't givent TNT the right address and therefore the parcel went back to the warehouse. After a long phonecall with TNT, in which I asked for the delivery address to be changed, I was told that Sony needed to authorise such change and that it would happen on the monday. In the end, I had to go to the middle of nowhere in an industrial area in London to pick the computer myself.
When I finally got home and unpacked the laptop, the screen was damaged. On a conversation with a operator from Sony I am told that a new computer is being ordered personally by him to replace mine the same day and my damaged one would be collected in a couple of days - emphasis: I wasn't going to have to wait for them to receive my old one to start the process of ordering a new one. After a whole day with no confirmation of this I give them a call back and an operator, full of attitude and disregard tells me nearly shouting down the phone that that isn't happening and that I need to wait even longer.
I am then told that there isn't a single direct phone number or email address to place a complaint. Who would have said huh? Sony is only a tiny little electronic shop...
Outcome of my Sony experience: After exactly 39min and 56sec on the phone with full of attitude and completely unhelpful staff at Sony support center, and subsequently extra charges on my phone bill - not to mention the further TNT phonecalls summing up to another 20min, I now find myself with a mountain of work that I haven't done, an £800 computer that is in total going to take a month to arrive and an old Sony VAIO that is making my work even slower.
Thanks so much Sony, YOU ROCK.
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