Remember I bought a new SONY Ericsson a while back?
You’ll remember it broke within a few weeks and I had to buy a gay phone as a temporary replacement.
Well, while SE demonstrated some half decent customer service by getting me a new phone rather than simply repairing the buggered one – the same thing’s happened again.
So in less than 2 months … I’ve had two supposedly state-of-the-art, top range model phones fail.
A quick check on some blogs shows I’m not the only person who is experiencing this problem which indicates to me that in their rush to capitalise on the Christmas rush, they’ve let substandard processes/parts get through … which means their short term sales could result in long term losses.
I came back to SONY Ericsson because I preferred their phones interms of style and navigation … but if you’re taking your mobile back every few weeks to get fixed, then it’s unlikely even those attributes will be enough to keep a customer spending their hard earned cash with them.
Mind you, neither is having some spotty 18 year old ‘manager’ telling you that “he can’t offer you a solution as he’s only the service centre manager, not the sales manager and because I didn’t buy the phone directly from SONY Ericsson [I bought it from a retailer] it’s not their job to exchange it anyway”.
Listen kid … if you answer the phone or face the public, you represent the company so rather than giving me problems that are total and utter bullshit, find one of your valuable customers a fucking solution.
I’ve said it many times that when things go wrong, it’s a great chance for a brand to create real loyalty – but when you’re making substandard products and putting young kids in positions where they have no authority, then you’re pretty much putting yourself in a position where the only direction you can head is DOWN.
From all reports SONY Ericcson are in quite abit of trouble … maybe they should take a closer look at the US Car Industry and realise that ignorance isn’t bliss, it’s a stepping stone to bankruptcy.
If my replacement replacement phone fails – then god help SONY Ericsson.