I just ended a call with one of your supervisors, and would like to file a complaint and also have Sony respond to me to resolve the Welcome Back Program issue I have. I went through three support people tonight over 44 minutes. Please check my notes and Richard said they would be updated. The basis of my call was that when I responded to your email from June 5th tonight for the Welcome Back Program, it took me to your site and said it had ended. So I called your support telephone number.
I was told it had expired and was nothing they could do and I finally reached Ryan, right before speaking to Richard, who said he could forward it to another department and have them make a determination within 3-5 days. Then I was transferred to his supervisor, Richard, who apparently I upset and he denied forwarding my information. So, let me start from the beginning with why I believe I should qualify for the Welcome Back Program at this time. On April 28 I received an email from Sony in regards to the compromise of your company and Qriocity.
On June 5 I received an email from Sony in regards to the Welcome Back Program. At that time, I felt the need to wait as I was not sure Sony had “plugged all the holes”. So I waited and then approximately two weeks later I read that another division of Sony had been compromised. So I decided to continue to wait on following the link in the Welcome Back Program email. So, today I decide to follow the link in the email and find that you have ended the program. The first thing I did was re-read the email.
Sure enough, there was NO mention of any expiration date. So thinking it was a mistake, I followed the link again to find the same results. I then called Sony support and experienced what I laid out above. I feel that Sony should allow me to participate in the Welcome Back Program due to not informing me of any expiration date in the email I received from Sony. I would like your response within 3-5 days with your decision to allow me to participate in the Welcome Back Program.
I would also like to add that I have been a Sony products customer for my entire adult life (23 years) from home audio, computers, alarm clocks, car audio, television, Betamax, vcr, dvd, Blu-ray, the list goes on. I have never seen Sony in such disarray with their customer relations as I experienced with this PS3 program. Not only did I spend almost an hour on the phone with your support associates this evening but had to cancel my credit card, check my credit report, and much more since your data compromise of your divisions.
I’m saddened as a Sony customer, one who brags as much as the Apple fanboys about your products and service, that I received such blatant and disrespectful attitudes as I did tonight from your associates. I’m also in disbelief that you would handle this Welcome Back Program in the manner you have set out without contacting your customers with more details in the emails or even through the much more secure Snailmail. Shame on you Sony!! My hope is that you will not only allow me to gain some satisfaction by participating in the Welcome Back Program, but more over that you would have better laid plans for future handlings of customer dissatisfaction.
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