Why is Sony customer service so AWFUL?

[GerryTheMaster]

Read this sorry tale and tell me why Sony cannot get the basics right?

1) Two weeks ago I brought myself a nice new Sony SVR-HDT500 recorder and duly set it up to record a mixture of Freeview TV and Radio channels while I was away.

2) Got back from my short break and checked out the recordings. All the TV channels recorded with no problems BUT there was no sign of the Radio channel recordings.

3) I try manually recording a radio channel. The machine says it IS recording. Great! However, it is NOT on the "title list" of recordings.

4) Perplexed I join the forum and ask the question "why won't my HDT500 record Freeview Radio Channels"

5) No response from Sony or anyone else so I ring the 0844 number and explain my problem. After being put on hold for quite a time while the customer service agent went to talk to an expert I was told "that model is not equipped to record Freeview radio channels because it's a different type signal"

I naturally remonstrated with the young lady and said if that is the case it should say so on the box as had I known this I would not have bought it. I asked that a marketing manager telephone me back and explain why customers aren't told about the radio channel problem.

6) A rare bit of good news (honest). A manager rang me this afternoon to tell me he could explain how to record radio channels!! He took me through all the steps I have been through and lo and behold no recording shown under "title list"!!

But wait dear reader. There is more. He then told me to press the yellow button (media type) and then choose "Radio" which miraculously brought up a list of all my missing Radio recordings!!!! SUCCESS!

Question 1 - why is this not explained in the handbook? It would have saved me a lot of time and money.

Question 2 - why did the customer service agent give me totally erroneous information and who was the expert she spoke to?

Question 3 - why did I have to spend  my money phoning a non freephone number because Sony can't get it right? Customer Services should be freephone.

Question 4 - do I return the machine to the shop and get my money back because it doesn't work, as I was going to before I got the call from the manager? I very inclined to as I am very annoyed the customer service.

Imagine. If I had not insisted on speaking to a manager I would never have been any the wiser and I would now be out buying a rival's recorder.

MESSAGE FOR SONY I am free to attend training courses for your staff and explain to them how they need to look at things from a customer's point of view

[Blencogo]

Just a reminder that this is a User Forum so you should pursue your complaint with Sony direct.  They do not reply here.

Although this is not what you are specifically complaining about, this seems fairly clear in my manual on Page 24.

Under Playback -> Title List it lists the Media Types - TV, Radio, Music, Photo and Video (Data) and says: -

• Only the files of the selected media type are
displayed in the folder. When other media type
of files are stored in the same folder, press the
yellow button (“Media Type”) to switch the
media type.

Message was edited by: Thalamus.

Corrected corrupt image link..