最近有些躁，没心情出去拍片儿，就把这些躁气发泄在Sony身上了,如有误伤，纯属巧合...

    我又投诉了,这个新浪的邮箱只发过两次信，一次是两年前投诉IBM(应某些同学要求把之前投诉IBM的也发出来：http://soloflying.spaces.live.com/blog/cns!5B8169B39E3E1370!1242.entry)，估计遇到我这么tough的客户谁都会很郁闷吧，因为在更tough的环境中suffer过…需要每天发生点新鲜事，让生活不那么无聊:

    事情是这样的，我敬爱的DELL MP3终于被我折磨了两年后X尽人亡了，因为每次在健身房跑步的时候都会听所以利用率比较高，在搜遍了taobao后也未找到同样的，只好忍痛割舍了，毕竟还是在DELL疯狂讲call的年代得的奖品…那天在淮海路的Sonystyle偶然发现了这个心型的家伙，后来才知道如此脆弱。话说现在电子产品真的是白菜价了，一向高价的SONY 2G才599，而且网上订还可以送水壶，当年I-River 128M的还要1500+。传说国家三包是七天包退十五天包换，Sony的技术的确高超，可以控制得如此精确，在第15天晚上这个小家伙停止了呼吸，没办法开机。当时我也没注意具体是哪天挂的，第二天去换被告知已经是第16天，只能维修，而且缺货要几周才能到，和店员店长很nice的沟通了许久还是不行，Nemo电话让我动武，不行就明抢然后拨110把事情搞大看谁怕谁，可惜我太斯文了只能回头斯文的发了封邮件，于是@#￥%……&*，手里面便出现两个,就当为抵制日货做出些另类的贡献吧，欲知过程如何，请见下文，不过Sony的确欠专业，起码英文回复下，毕竟我发的是中国区老大，一个曰本人，应该看得懂英文…

回复：答复: Solo's Complain Letter

发件人："solo_flying" <solo_flying@sina.com> 

时　间：2009年5月14日(星期四) 上午11:13

收件人："Huili" <Huili.Shen@sony.com.cn>"Akira" <Akira.Kubota@sony.com.cn>

抄    送："Cici"<Cici.Jiang@sony.com.cn>,"Hongzheng"xHongzheng.Wang@sony.com.cn

Hi Huili,

Thanks for your quick feedback, I really appreciate it!

I got Wang's call yesterday, since Sony cannot confirm the exact next selling date of this mp3, so would you please provide a demo machine for customer use during the product lead time? I think it's a reasonable requirement from every customer. Coz due to Sony's product quality, it has affected my normal use. My address is as follows: XXXXXXXXXXXXXXXXXXXX, thanks! Hope you can assign someone to send it to me directly ASAP, as I don't wanna spend any more time on this case.

 Any problem, please let me know freely! Thanks a lot!

 Solo Wang

 13917684222

----- 原始邮件 -----
发件人：Shen, Huili <Huili.Shen@sony.com.cn>
收件人：<solo_flying@sina.com>, Kubota, Akira <Akira.Kubota@sony.com.cn>
主题：答复: Solo's Complain Letter
日期：2009-5-13 16:31:28

王哲先生；

你好！

我是门店店长助理，沈惠丽。

你的情况昨天我已经了解，发生这样的问题，我们也表示遗憾。不过请放心，我们非常重视此问题。我会在得到相关领导的回复后，给你电话告知你目前问题解决的状况。

给你带来麻烦，实在抱歉。

沈惠丽

发件人: solo_flying@sina.com [mailto:solo_flying@sina.com]
发送时间: 2009年5月13日 15:52
收件人: Kubota, Akira
抄送: Jiang, Cici; Shen, Huili; Wang, Hongzheng
主题: Solo's Complain Letter
重要性: 高

Dear Akira-san,

How are you!

This is Solo, a Sony fans but today I am writing to complain the extremely low level Sony service and bad product quality! Sorry to interrupt you but I cannot find the decision maker in the right time and have to ask help from you.

On April 27, I bought NWZ-W202 MP3 from Sonystyle Huaihai Rd Shanghai, the little machine died in the following week, even I only charged it for once. Since I was on business trip out of SH, wasn’t able to take it to Sonystyle to change for another one. So as soon as I got back to shanghai, I dialed 800 hotline to submit the case. Also I contacted the Sonystyle by phone and they promised me they could change a new one for me. But when I got there after work, being told they could only repair for me with the excuse: today (May 13)is the 16^th day since I bought the mp3, actually it was broken only in the second week, i was just out of SH at that time; on the other hand, if so why promised me to change for me in advance, isn't it waste of time of customer? When I got help from the 800 again, they told me I could turn to the senior management level to complain, but I couldn’t find the people who was really in charge in the working time, when I requested to have a conversation with him via phone, I was rejected while the sales was speaking to him by phone! They also gave another choice, If I left the mp3 for repair, there’s at least several weeks lead time. I paid for enjoying the product and service on time, they cannot even promised me a fixed date when I can take the mp3 again. It’s really unfair and irresponsible for the customer. I cannot believe it's the service from Sony!

So here, I am complaining for the following aspects:

1 Low quality of products, product broken within 2 week since bought.

2 The so called senior management rejected to talk to customer directly in the working time. (Extremely bad customer experience)

3 Redundant departments and procedures make customer confused and low working efficiency, also a waste of customers’ time.

4 At least several weeks lead time for this product. (No announcement in advance, what if ordered from internet, how long should the customer wait)

5 Not customer oriented! No providing demo machines for customers’ temp use when the broken one is under repair.

For long time, I love Sony for the artistic design and non-stop creativity. But from now on, I would tell every my friend, BBS on the internet as well to reject the bad service and quality. I won’t like to see this case take up too much time of mine. Hope Sony can send me a new one instead of my coming to the Sonystyle again within this week, because the time cost of mine is far beyond the product cost. If the case couldn’t be solved ASAP, I would like to escalate to the senior level or 315 for further help.

Thanks for your time, Arira-san!

Thanks for the sales Wang Zhenghong’s patience as well though it doesn’t work for my case, thanks all the same.

T&R

Solo Wang

13917684222