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# 53 for August 9, 2002

Next Complaint




Complaint Repair received the following consumer message on August 8, 2002:

From: Lutz Wolff [wolfflutz@shaw.ca]

RE: Sony Clio - Lousy Service after Sales

My name is Lutz Wolff, I purchased a Clio the most inexpensive one at 300.00 for office use.Overall I am happy with my purchase. Now to the service part.

I was told that I should purchase and extra connection so that I could sync between my office computer and my home computer. After going to virtually every retailer that sells your product and being told no we don't stock Sony parts a young man in Staples took pity on me and sent me to the Sony Store in Park Royal.
I explained my needs showed the salesman the model in the display case he explained what I needed and I paid $ 32.00 for a cable with a connection .

This had to be ordered in . No problem even though I work on average 6x 14 hours I told him I would be back he said I will phone you , which he did I found the time on a Friday to pick up the item 12 days later. imagine my surprise when I opened the packaging and found that what I had purchased and paid for was not compatible, so back I went saw a different Salesman mine was off he said Oh the first guy sold you the wrong thing what you need is the cradle that's $89.00 plus Dollars.

Ok I paid the difference invoice number 4439369.at the same time in conversation he sold me a memory stick 128mb 149.99 invoice 4439356 my inexpensive PDA was becoming more expensive, not to worry here was a salesman who knew what he was doing. Mr. Wolff I will have the USB Cradle her by Tuesday I said great I will be back Thursday thinking 2 more days to be safe.

I went back last Sunday saw my first salesman showed him my paid receipt and asked for my PAID for product after much searching it was determined that someone had forgotten to send it, much apologizing , no problem we will have it for you by Tuesday and we will phone you I gave him my cell just in case. It is now Thursday Night 9:15PM I don't have what I paid for I have not received the promised phone call.

I would like to know what you are going to do about this?

I am in the Service Industry in charge of 5 Hotels the Food and Beverage Departments if my staff gave the same caliber of service or lack of service to your firm you would be demanding a refund plus future discounts and even then I might loose you as a Corporate Customer.

You will notice that I have not given you the name of my employer as I don't want them to have repercussions because I have the audacity to complain that I have to prepay before I get the product am given the wrong product ( lack of knowledge of the sales associate) purchase a far more expensive product plus because of your good name I purchase a memory stick. Now that I am still unplugging at the office and plugging in at home without any ill effects I wonder if the original advice was wrong?

Further I am becoming convinced that after selling me a product you don't care, there goes the upgrade to the $ 900.00 model there goes the purchase of my next TV even though you have an excellent product.
Your mission statement seems to read " Make the idiot buy the product, after sales service is for sucker's".

If I ever hear one of my Sales People screwing up like this, there will be dire consequences. The amount of the purchase does not matter, if its for $ 20.000 or for in my case $ 250.00 every customer deserves the same care and attention because if you book something with me lets say a meeting that generates $ 400.00 I expect us to perform at the same level as the $ 20.000 Christmas party because that's how people book with us because of the service, they received at the $ 400.00 function and how we looked after them.

Think about Electronics or Beds, Electronics or Banquets all we really sell is Service and Dreams, because our competitor is waiting to pounce on both of us.

Your thoughts on the above would be appreciated.

Lutz Wolff

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