Sony Continues To Impress With Excellent Customer Service
Thursday, August 7th, 2008So I chose a Vaio over a Dell a few months back and was suitably impressed with Sony’s excellent customer service.
Recently, my laptop crashed so I had to bring it in to the customer service centre at Wisma Atria. All was good, they told me they’d take my laptop for a week and give me a call. That was on Monday.
Fastforward to Wednesday, I got two missed calls from an unknown number and a third call within an hour. I was all ready for it to be some telemarketer but was pleasantly surprised to find it was Sony. Persistent customer care. It would’ve been so easy for the customer support guy to just hang up and call again tomorrow, after all, they did say a week. But there was effort made to get me on the phone once the job was done.
So after I got on the phone, I was told my hard disk crashed. I told the representative I was greatly disturbed that I had just bought it a couple of months ago and it had already crashed. To this I was given assurance that anomalies happen and he gave me a few tips to take care of my hard drive when I got it back.
Finally, I got the pick up details and needless to say, I was thrilled to get it two days ahead of schedule, and more importantly, Sony continues to impress me with their customer service. If it was just once when I was buying the laptop, I could write it off to a salesman trying to close a deal. But it has been consistent across multiple touchpoints with pre-sale, post-sale, warranty people, the person who helped me deal with my laptop and the tech support guy who called me after to explain the problem.
Normally, if a laptop died on me within three months of purchase, I’d be furious. But through Sony’s customer service and expectation management, it’s turned into an positive advocacy piece on my blog. Well done, Sony.
Tags: excellent customer service, laptop customer service, sony customer service
