This is the Letter I wrote to Sony Electronics Today:
May 24
Sony Electronics
Attn: Executive Review Committee
12451 Gateway BLVD.
Fort Myers, Florida 33913
Dear Sir or Madam,
Im writing to you about a horrific experience I had from one of your vendors, Circuit City 555 Maine Mall Road So. Portland, Maine 04106 with the store Manager, Saryon May 23 @ 11:54am. Back on 4/11/07 on my way back from Boston, Mass. I went to another Circuit City in Portsmouth, N.H. Where I ended up purchasing another Sony Stereo Receiver STRDE197 for my 21 year old one had finally died. I had originally purchased the Sony Stereo Receiver which had all the bells and whistles back in 1986 and never had a problem with it. This is way back, when the department store Jordan Marsh was around in South Portland, Maine but was purchased by Macys Dept Store. I still have the original Sony Walkman from 1983 also purchased from Jordan Marsh. Anyway, when I purchased the new receiver, the Salesman told me that they service everything you sell in the Store. So I made my purchase because I have had good luck with Sony Products. Trying to get too my point, when I approached, Sary. The first thing that came out of her monotone voice was, This isnt a covered item. I questioned her on it, and explained that the Red Plastic Tab that holds the speaker wire broke off after I had purchased on 4/18/07 some Audio connectors (also from Circuit City) to hook up a second pair of speakers. She asked me if I had the broken piece with me and I replied, that I had forgot and left it home, but was willing to go home and get it for I only lived 4 miles away in Portland. Her remark was, Doesnt matter, its not covered and we are going to have to ship it to Pennsylvania for an estimate of repairs. Shocked, I said to her I didnt mulishly break this item, I just want it fixed. Keep in mind I have owned and own 7 Sony Products. 1-32 Trinitron Stereo Television and 1-13 Trinitron Television purchased at Sears, 2 Sony VCRs, Sony Progressive Scan DVD Player, and the latest Receiver being discussed from Circuit City as well. I have never had a Warranty Issue with any of these items which in turn as you can probably understand, has made me a Loyal Sony Customer. I asked Sary if they had some sort of a Loaner Receiver while mine was being fixed. She sarcastically laughingly in front of another Circuit City Employee with a Pony Tale said, Hey No. At this point because Im not a confrontational person, and also work in the Service Industry I asked her who was the District Representative for this region? She smiled and said, Collin Miller and wrote down the phone#. 1-800-251-2665 and remarked, Hes going to tell you the same thing. She even marked on my Service Slip Not a Covered Item! I told her there was no way I was paying for this repair. She then brushed me off and helped the next customer in line. I told her that this was not the way to treat people. As she grinned. This is a bad reflection in my book for both Sony as well as the Image of Circuit City. I then proceeded with
Making the phone calls. I spoke with a girl named, Alicia who gave me alternative phone # of 1-207-623-4950. When I called I spoke with another Clerk and left my name and phone# and the girl said that Mr. Miller wouldnt be in until Monday May 28. I still love Sonys Products; however the representatives you have selling or servicing them, is less than minimum standards. I dont think its fair to me to have just purchased this item, and for it for 1-Break on me being new, and 2nd me having to pay for it to be repaired. I have put these same exact cable connectors on my older speakers that were hooked up to the old Sony Receiver, and never had the Speaker Tabs break on me. For me it was a great disappointment, because now Im without a Receiver and 2 now Im told I have too paid for it. I even bought the Extended Protection Plan, that in the past Ive opted not to purchase. Something can be done to keep Customer Loyalty here. This is not like the unit was purposely thrown out a window or some crazy act like that. I know it sounds extreme, but I love my Sony Products and will continue to purchase them. A 6 week old Brand New Unit should not break in such a small time period or not even at all / I would appreciate a call from Sony Customer Service and a call from Collin Miller district Representative for Circuit City. If you need copies of my Receipts, I will be more than happy to fax or scan my receipts for your viewing.in closing, all I want is my Sony Receiver fixed. Im not looking for anything free. My phone# is 207-299-0178.
Sincerely Yours,
John xxxxxxx
P.S.-I wrote this letter before I went to Sonys Website, and I have to say I was very disappointed. There are no links to attch a complaint letter. I was directed by 2 Sony Reps. To go to www.sony.com and www.sonystyles.com. I wasted 37 Cell Minutes trying to get this imformation. One Rep. ID#CJDA and another by the name of Melissa in customer Service. Unfortunately she said that I had to send this to your Corpeorate Headquarters in Fort Myers, Florida of which I will be sending today.
CC: Circuit City-Attention Collin Miller District Representative
John
Portland, Maine
U.S.A.
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