SONY support and rebate problems
Don
Fight long and hard!! If you're having problems getting a response
from Sony, you may benefit from my experiences and you might be able
to get some results, although I did solve one problem with them, but
I'm still battling another - getting the unit to work!
I just got confirmation that Sony is FINALLY going to honor my $30.00
rebate. I had previously posted a message a month ago describing my
problems. I wanted to document it and let anyone else having a
problem be aware of what I was experiencing as well as waiting to see
how long it would take for Sony to confirm my rebate. I was going to
leave it posted and repost, if necessary, until it was resolved.
Although I haven't received the rebate, yet, at least I did get an
indication that it is coming. That's a big step at this point. But I
still have another problem - THE DVD BURNER I PURCHASED STILL DOESN'T
WORK AND THEY CAN'T FIGURE IT OUT. IT HAS GONE THROUGH TWO LEVELS OF
SUPPORT AND NOW IS IN THE HANDS OF THEIR ENGINEERS AND ONCE AGAIN I
CANNOT GET THEM TO RESPOND TO MY INQUIRIES AS TO THEIR PROGRESS.
So now I have to follow my own advice and keep on fighting. For that
reason, I'm now posting my current problems so that they will be
documented and others can be aware of the progress I make - IF I make
progress.
I purchased a DVD burner that came with a $30.00 rebate. I sent in
the rebate well within the time limit, following all the directions
and received an email that I didn't include the UPC code from the box.
I sent back an email with a scanned image of a photocopy of the form I
submitted for the rebate clearly showing the UPC code that matches the
description of the graphic they had on the form. I affixed the UPC
from the box to the form itself. I wanted to be sure they didn't lose
it.
After that, I never heard from them again. I had much difficulty
reaching them. Everyone I spoke to at Sony told me they were not
involved with rebates, that it is a separate company that takes care
of that. But I found when trying to communicate with this company,
Sony is the only name I ever saw associated with them so I found that
a little suspicious.
I finally reached someone at the rebate company who asked that I refax
a copy of the paperwork I had already submitted. THEY EVEN CONFIRMED
THEY RECEIVED MY EMAIL WITH THIS VERY INFORMATION (to which they never
responded) but wanted me to resend it to them. It was after faxing
that information to them that they finally confirmed my rebate.
Regarding the DVD burner not working, it's a DRX-510UL external unit.
It cannot play DVDs and will slow down my system when it is turned on.
It is the only device I have connected to my computer that does not
work.
I have submitted, at Sony's request, much information regarding the
unit and my computer system, including all the peripherals, drivers
and even all the programs I'm running on my computer. After a week
had passed and I didn't hear from them, I attempted several times to
get a status report, but I get no response from them at all. I asked
for confirmation that they are at least reading my email, but I have
not received a response at all.
I paid $400.00 for this unit and at this writing, Sony cannot get the
unit to work properly nor are they responding to my inquiries. It
appears to me they have abandoned me, perhaps because they cannot find
a solution to the problem. That leaves me with a very expensive unit
that I cannot use and it is too late for me to return to the company
(Frys Electronics) from whom I purchased the unit.
So, I will continue this fight and, like my rebate situation, I'll
also document my resolution of this matter, IF it is resolved, so
others will know how to get Sony to respond and honor their own
obligation to their customers.
$400.00 is a lot of money for me!!!
Sony, if you are reading this, will you respond????
Don