With the positive and negative experiences described here, I want to provide my own experience with Sony Cierge. I recently used their service for the first time. My assigned representative is Cyrus, same person as mentioned by few prior posts.
I called to achieve 2 things, I wanted a HD Camecorder and I also want to purchase extended warranty for my Vaio SZ 460N.
Cyrus helped me to decide on a camcorder which I will have to pre-order. However, I have a vacation planned and the release date is scheduled after my trip. As soon as he learnt about my trip, he immediately offered to call me a week before my trip to give me an update regarding the ETA of the shipment. Also I won’t be charged until the product ships.
It was more interesting for the extended warranty for my Vaio Notebook. Before I called Sony Cierge, I had called the number on Sony Style’s website, trying to buy the extended warranty. For the next hour, I was given no less than “EIGHT” ‘1-800’ numbers and no one was able to help me, I was frustrated to say the least. Here I am trying to spend $399 with Sony and they can’t even help me!
Then I called Cyrus, all I needed to do was tell him what I needed, and he took care of it. In less than few minutes! Now we are talking about good service! And I know what good service is, I manage customer support for a major software company.
I am also impressed that when I call Cyrus, his assistant always insisted that they call me back so I don’t have to do follow up calls. And they really call back, and usually less than 15 min! I know a lot of this is just basic common sense when it comes to customer service, but you just don’t get that these days. If getting this kind of personalized service means I have to buy from Sony Cierge, then I don’t see why I will buy anything anywhere else!
Keep up the good work Sony Cierge!!