I have to say... I work in a cell center (will not disclose which company) in customer service... and USUALLY i'm sitting here thinking to myself "This customer is an IDIOT! They're not listening and have no idea what they are talking about." ... but in this instance... this rep and her supervisor are just plain RUDE and totally lack basic customer service skills.
The supervisor does have a point. I really cant understand why people like to argue and complain about how long they have been on the phone. Understand this, theres something called, PROCEDURES. like them or not, you have to go through them. not saying its the best practice, but still, you have to follow them at every place you go or call. fighting will not speed things up. the rep was trying to get the job done fast, but you decided to add extra time to do nothing but wasting life and breath
I had just had a fight with Sony yesterday about my Playstation 3. I paid $99 to have it sent and repaired (cause it was out of warranty, granted). I got my PS3 sent back and the disc that was stuck in it had heat damage(it looked glossy, hazy, and just damaged). They then said that it was in the records that they pulled it out with damage....funny thing is it was BARELY watched and was a blu ray which takes ALOT to damage it. So, they are not compensating me for my damaged product.
This... actually disgusts me. Even if the customer was being a bit of a douche (which, to be honest, was expected after the length of time and apparent quality of service he was receiving in that time frame), it's sort of the call service's job to be professional and respectful throughout the whole call. From what I heard, they all should be fired or at least forced through another training course.
The fault lies in part on the caller. He stammers when he tells the rep who drop the laptop, yet he is able to speak so clearly when scolding the rep.
After 3 hours of talking on the phone, you would be irate too. And you may find your self in the "picking fights" mind set also.
I was a tech support for 3 years. One cardinal rule is you avoid interrupting the customer. It antagonizes the frustrated customer. That is just bad customer service.
There are a lot of ways to control the call without being a prick and disrespecting the customer.
I experience the worst customer service with sony my self just today! and my case is that i've been waiting for the replacement battery for over 4 months and called them several times and spoke to maybe 3 or more supervisors. they decided to just replace my laptop as long as i fax them the receipt. but right after they received it they changed their mind and instead they want me to look for the parts myself and pay for it! what kind of a warranty policy is that??? you guys are full of crap!!!!
You have to be the biggest dumbass I have ever seen. I hope Sony sends its flock of winged moneys to sodomize you in vain hope of them finding your miniscule brain.
Im pretty sure this dude had a damage warranty. I can understand the notes not being transfered between depts but the way she flared up was a big zero tolerance action and i bet was punished in some way
i once worked in a call center and this kind of attitude toward a customer and interrupting them is a major NO. and in my book this caller is still very calm. i had many customers shouting and yet we are still not allowed to interrupted unless they are already cussing us. both agent and supervisor should understand that a customer would often need to vent out especially when they feel that they were not given the proper service promised to them. a rep should not take a customer's anger personal.
I think both the customer and call center guys are wrong. They shouldn't be talking over him and should just let him vent. After that they could have taken care of them..customer should have just taken a breather and just gave him the info she needed instead of doing the dance they did the entire call. Their all idiots ...
What kind of "seupervisor" treats customers in such manner, whilst having their CSR's thinking that it's ok to do? The customer was in no way rude and just wanted his issues RESOLVED, which is what a good CSR is supposed to do - not make the customer feel stupid and continue to interrupt. Sure, if the customer was rude, constantly screaming after some time of the CSR trying to calm them down without being rude themselves, then I'll understand if the CSR retaliates but this is ridiculous service.
ok i used to do tech support and these people are a couple of jackasses. you have to understand how stupid some tech support can be and how many times a customer can be run through the same steps over an over again because they probably talked to qa couple of idiots or because the company you work for trys to pinch every penny as hard as they can and does not want to repair things under warranty and eat the cost so let him talk and be frustrated because he has every right then sort out the prob
Bad Customer Service, a lot of interruption, making the customer feel that he is stupid, arrogant agent and supervisor. Don't want to listen the customer's issue. so basically the score of this call is 0 or auto fail
When you try to give someone who is helping you a hard time, you end up wasting your time. They don;t waste their time because they are getting paid. Give the info she asked for and that was the end of the call. Don't give it, then wait some more. Tell them its being recorded? Hoo pity hoo, big freaking deal. Worst case scenario, you lose your crappy job and get to maybe find a better one where you don't need to de treated like shit.
I think it's funny both ways... The customer thinks the supervisor will somehow solve the issue in a better way, but call centers don't usually work like that, sups use to have the exact same tools that normal reps do and will always protect their employees. I have to admit both the rep and the sup were rude... but c'mon guy, just give the fucking info and the call should be a lot quicker!
I work at a call center for Sprint and listening to this blows my mind. We are taught to NOT talk over customer and DEFINATLY to not be rude like that...this is crazy!!!
hahahhah i agree with mwells219 why is so hard for you to understand that it wasn´t Sony´s fault they have to follow their policies and since that wasn´t a manufacturer defect the only responsable of this is the person caused this problem....please read the warranty card that came with your product and you will see that the physical damage is not covered under the warranty....and what if the call has been recorded they are not going to change their policies just because you send that to Sony
It's not about whether the policy covered it or not, If it doesn't well it doesn't and that's it. But, that horrid, shameful, rude, despicable show of "customer service" Is what really caught my attention. There are several ways of dealing with a customer that you can't provide a desirable resolution with, but THIS is certainly as far from it as you can get. If I was to treat one of my customers like that, I would certainly deserve to be fired.
@Pablowanjedi I would love to know what the QA (quality assurance) department thought of that call, because if they didn't care, that Call center is pretty much screwed.
This is the representative of asshole customer. It is not sony's fault your device dropped. This is standard for almost every company. And the fact that you feel entited to interrupt people because you are an overentitled brat who isn't getting your way. I hope you didn't get reimbursed and you go fuck yourself.
The customer service rep who is setting up the claim totally has her own agenda about this call... even the sup is an abomination.... how upsetting this is. I wouldn't of even been listening past him saying... "failed to grasp"
The customer is a douche. It took them 2 seconds to verify the info and he made,such a big deal about it. The faster u give the info the faster u are off the phone fuck tard
customer is a fuckwit. just give them the fucking information. airport broke your fucking laptop and you act like a whiney little bitch when calling up. 3 hours on the phone? all your fault buddy.
why would you put the blame on Sony when they were not the people who dropped your laptop? i assume you did not read your terms and conditions when you bought your laptop! YOU DO NOT HAVE THE RIGHT TO DEMAND FOR A REPLACEMENT / REPAIR BECAUSE IT IS NOT SONY'S FAULT! you asked for a supervisor because you just want another laptop...
why would you put the blame on Sony when they were not the people who dropped your laptop? i assume you did not read your terms and conditions when you bought your laptop! YOU DO NOT HAVE THE RIGHT TO DEMAND FOR A REPLACEMENT / REPAIR BECAUSE IT IS NOT SONY'S FAULT! you asked for a supervisor because you just want another laptop...
hello i´m benjamin i was a an agent from chase bank and hanging around the web i found your video thnxs for the show it was awesome every single company in the us with tech support or customer service line out of the country is a crap on my own the way solved by the agent was bad but thnxs you were really patient, and i dont know how u can do that because i was totally upset if i was u about my laptop jajajaja but it as great so thnxs for the vid
@Jaine82 Talking over people and intimidating people is not being police. And why does sony owe the customer when it is not their fault this guys laptop broke?
It is the customer's fault. He is not listening and not following orders. Just do what the rep says and everything would be peachy. The reps were awesome.
I can get frustrated talking to both DELL and HP, but SONY are the number one guys to send me into blind rage. They are not worthless, they are more like an active and very irritating enemy doing everything they can to fuck up your day.
The "adjudication rep" is a bitch, her tone is all wrong. No sincerity and lots of attitude. And her response at 1:20 sounds like she's encouraging him to lie. "Sir, you're interrupting me." NEVER - extremely unprofessional. I am a customer service manager, and I would pull that person off the phones immediately. The supervisor is a total tool. I'm definitely never buying Sony. "You see what I'm sayin'?" So unprofessional.
i have the same problem with sony. took me several phone calls in a span of 3-4 days, more than an hour long conversation each time; was given different reference numbers for the same problem. no wonder they can't find all the documentations. in the end, it was resolved, but the time spent and the inconvinience is way more than what the Accidental Damage and Handling Protection costs.... I love Sony products but the Customer Service is a no service at all!!
this customer is such an asshole... he s not cooperating with the agent to fix this issue... instead of making sony look bad, he s the one who looks like an idiot.
I work for a company in the help desk, and I deal with Dell and Lenovo all the time. Dell never gives me a problem and I normally achieve resolution in about 20 min. Lenovo, however, is a different story. They are as argumentative as the Sony people were in this video and just as disresepctful. I have other things to do with my time than argue a mute point with a representative. My company has paid for extended service warranties and plans, so how I wish to utilize those dollars spent is up 2 me
What happened here is that both sides were disfunctional, that's it!, they were tryng to finish with that as soon as possible, and the customer just wanted to complaint about the time he spent on that call. Althought they should had give gim time to release himself, then just take info and that's it. so only for that reason they fail in customer service there.
Some of you must work for Sony cuz I can't see how anyone could think this caller was rude AT ALL. He was frustrated! Would you be after being on hold, repeating yourself like a broken tape recorder and then interrupted by someone who sounds like she couldn't give a sh!t? Reps should be taking notes properly or this wouldn't happen. And this guy sounds pretty reasonable, so could have said 'I'm really sorry to make you repeat yourself again but ..". That 3 hour call should not have happened.
I would like to fuck all the people giving sony support.... in DA FACE!!!! I own a PS3 and if something like this happened to me when trying to repair it... I'll fucking loose it. I will admit that I've been a douche to customer service before and NEVER...NEVER has anyone talk to me that way. It's your fucking job. Help the costumer or get fucked in DA FACE!!
its quite simple, if the sup or the agent ACTUALLY stayed quiet and listened to his complaint they may actually have another 30 laptop sales. They may not even have a real answer; it only needed some listening skills and empathy. really not hard. the funny thing is that the service was so bad that it actually began to cheer the customer up "haha hi Jackie how are you?" .. I suppose thats the best way of turning around a complaint?
I have to agree with previous comment's. If you would just shut the fuck up, and answer the questions, you would have been done in 5 min. I am a claim's adjuster for a Homeowners insurance company, and it's stupid bastards like you that make my day shit. YOUR piss poor attitude, bring's your piss poor customer service, period.
I have worked in call centers before.I had a person who would call all the time, and I got a few times.He would come on screaming.Not a loud voice,screaming into the phone, that he needed a manager.I always asked what was wrong, so I could tell the manager before the transfer.Each time he would yell "shut up shut up, I didnt tell you to talk" then chant Manager over and over. What did he want?His balance.This guy could have been done if he just answered the girl, who he ended up with
Now I'm starting to think that Sony found this video and is sending in people to comment how the supervisor and tech were right. This is absurd. How can this many of you seriously think the customer was in the wrong here?
"i'll tell you what, if i recieve a bill for these phone calls I'm gonna go through the roof" He kind of sounded to me like he was laughing lol, and YES he recieved the bill for this phone call and ULTIMATELY went through the roof :) haha
@ricblasko The supervisor and the call handler were ABSOLUTELY in the wrong. Most places would fire someone who spoke to a paying customer like this.
He spent over 2 hours attempting to process a claim, getting bounced from department to department (because that's how this works), and was insulted and treated poorly by both a supervisor and a technician. Absolutely inexcusable by Sony. The only reason you're on the support side is that you didn't have to deal with 3 hours of bullshit before.
FYI, as we looked up to see if there were any recorded calls about customer service with sony WALA.....this is a perfect example of how bad this companys business practices are handeled. Thank you Sony for being so Flaming Stupid, this way people know your products stink and so does your business!! Way to go Dell !!!
Its Bafoons like the ones below who make Ignorant comments against this Poor Customer! Its "Yard Birds" like you that are poster children for Slum Class. Unfortunatly its you Slum Class Bafoons who apply to these low income area Call Centers! And guess what its the Middle and Upper Class who have to deal with you. So of course its Meat Heads like you that help America be so beautiful.....LOL!!!
Haha!! It's funny that so many people are flaming you for this. If they don't like the video, they shouldn't watch it!! And you were totally in the right, dude. I'm a tech geek and I hafto deal with morons like that on the phone alot. If they're doing that it means they are likely trying to scam you out of extra money. They prolly get paid by the hour too. xP All they want is more money. Not your fault. -pats you on the back and likes this vid-
Well, the lady at 2:27 interrupted the costumer and from then on almost everything went wrong.
I work for customer service and see that the lady didn't take the time to calm the client down correctly. The supervisor also interrupted the frustrated man that have been calling them for days now. These guys just work like time is money and the human part of the problem is ignored. The supervisor didn't even want to give his email adresse. C'mon!!!
Can i just say I LOVE THE SUPERVISOR, hahahahahah this is amazing, this customer is an idiot, its soooo funny how you threatened to go to Dell and they threw it back in your face!!!!!!! this supervisor said everything that he had the authority to say, you mr No More Sony Buys are a jackass, this is NOT how you get want you want, you SHOW RESPECT YOU GET RESPECT, you were a jerk from the beginning on the call, GROW UP!!!!!
They're just doing their jobs. You're the one making it harder on them. You really don't understand what the supervisor was trying to tell you. He made a point, you should of just made the claim. Instead of bitching. You choose to be on the phone for 3 hours, don't blame the company.
I hate customers like you. I really really HATE when people say "Can you look at the notes?!" Some reps DON'T notate the account properly. If the customer could just shut the fuck up, answer the questions we ask you, your call would go so smoothly. The airport dropped the laptop, why should Sony fix it?
Nomoresonybuys, Is this actually you? Because if is, you are a rude, ignorant person. I work for a call centre and NOBODY should have to be spoken to the way you spoke to those reps. There are different department that deal with different things and if SOMEONE ELSE failed to note your complaint, that is NOT Jackie or the other supverisors fault. Would you like to be blamed for something you didn't do? Also that supervisor is one of many from different deps. You insensitive, ignorant person.
The customer just put a video up of him wasting 10 minutes of everyone's time yet all throughout the video he was complaining about Sony wasting his time? How does he not realize that they were making a claim for him right then? All he had to do was answer a few questions yet he wanted to complain? What more do you want from customer service? This customer is such a hypocrite.
I think the operator was being unreasonable. obviously the user is frustrated, and just wants to know why things are proceeding how they are. The operator was speaking to herself, not the user. And then she was being rude.
This customer is a total asshole...if he would just answer the questions he would have saved all this time...WHAT AN ASSHOLE!!! JUST ANSWER THE QUESTIONS AND STOP BEING SUCH AN ASS
Even do that the rep has to explain something to the customer she has to keep silence and have the customer to say whatever he has to say, and ask the customer with "PLEASE" , "COULD YOU" , if not she will always have to bhe ask for a sup. also if the customer wants to speak more even if not the issue agents has to listen and thats it.
My Friends Sony Playstation just broke without him doing anything wrong and he called customer support... they woudnt fix it eventhow he payed money for a waranty...
they just offered him a new playstation for a little less money than the retail price...
He ended up buying a laser for 1/6 of the price and fixed it himself...
At least the customer service was nice to him as supposed to they were to you...
Wow... Sony needs to have their entire staff attend Dale Carnegie courses, if these two people are representative of the people there. Wow! This is horrible! How are they still in business? I like the Vaio... never again will I buy a sony product. Absolutely horrifying service! "let me speak" "I can see why you've been on the phone so long" "call back to get the e-mail address" You're Fired!
@mandyz You are absolutely right, the service was not good. It wasn't horrible, but it was not good. He will buy his next 30 laptops (40-50K) from a competitor. Most businesses also PAY extra money each month, to have there laptops replaced, no cost if they are dropped. Sounds to me like he had one of these contracts, and a 2nd level rep should have been aware that the user has had difficulties and conflicts before he was sent to her. She is probably not an employee anymore.
Haha I can't believe this thing, Actually I work in a call center for capital one, and we are not allowed to speak to a customer in that way, not at all, all the phone calls are recorded, if by any case we do that, we can even go to jail, I'm completly sure that this call is not from a sony representative, neither from a supervisor, haha I wish I could have customers so understandables like this one, but this is a totally lie.
I think you are being very interruptive and I would been almost to same way with you. It's rude interruptive condescending jackasses that make my job difficult. If you would shut your yap and just listen, you would have had it done a lot sooner.....but instead you had to try to make them look like the assholes. That supervisor was ON POINT and did very well. Try doing our job and see how it feels....you would get off your whiny soapbox and quit being a babbling Brooke.
@LonesJuggalette34 I know how you feel. I had to put up with that shit for 2 and a half years and am so glad to be out of it. Guess what people, the customer is NOT always right
By the way... I don't know why Jackie kept lecturing him about third party needing to take care of the laptop repair cost... because the guy clearly said that it turns out the user dropped it, NOT the airport. So her lectures were irrelevant to the conversation.
I work in customer service for a different type of company and I have to tell you... that rep and supervisor were HORRENDOUS! If someone at my call center spoke like either one of those they would be walked out of the building that day. They were totally out of line. Even if a customer is being difficult or not understanding something you should never cut them off like that unless they're being ridiculously irrational and irate or offensive. This guy did not fall into that category.
yawwwwnnnnnn why do customers ALWAYS reference another company ........its THEIR policies not the one you are dealing with. If only you lusers would realize how lame you sound you would be too embarrased to call back and stop asking for supervisors because thats lame too
This guy is a douche, The airport dropped it, Therefore the airport must claim responsibility, Why should sony have to pay for it? And to be fair, Dell's customer service is a pile of utter shite compared to sony's.
and to those customer "service reps" you guys suck and get what ever you deserve...if you get cursed out or lose your job,you deserve it..lazy bastards
this is why its ok to yell and mistreat female employees...they dont know how to treat ppl so its ok to call em what they are: a bunch of fat over paid low wage lames
this is ridiculous. I'm a customer service agent too and people like doesn't deserve to be accomodated. Any damage done by third party isn't liable for an exchange. only for service. I know customer is always right but most of the time ... YOU JUST DON'T KNOW WHAT YOUR TALKING ABOUT.
@natzobsioma I guess you must be a bad agent like this one because you can't hear very well. The customer said "the user dropped the laptop not airport staff". So why is she - and you you - both going on about third party damage?!
2:37 "I'm the customer!" hahaha. You sound like such a whiny bitch. "I'm the customer, so whatever I say is right! Waaaaaaaaah!!!" But, damn, that first lady was such a bitch too. He told her the user dropped it, very clearly, and she kept griping about telling him to have airport security fix it so he doesn't use his contract dollars. This is too painful to watch. Goodbye.
This guy was rude and impatient. the call center handeled it perfectly, the caller was a tool...I wish he would work for a call center and see how hard it is...TOTAL TOOL AND DOUCHE BAG
this guy is such an idiot. I work for customer service myself, and impatient and impractical people like this make my job very difficult. I can always understand when customers are frustrated because we have to go through certain processes, whatever the case may be. it makes our job, and the call even longer, when the customer feels the need to string things out and complain like a 10 year old. honestly. the two reps did an excellent job handling this call.
I think you were rude first of all she is correct you should of went to the management department at the airport and made a claim with them they should have insurance that cover when accident happen. I m so sick of everyone playing that I m the Customer roll BS please get over yourself. I dont know what airline this was but they played your ass broke your shit up then send you on our way O no. They would of called the national guard that day.
I like all the idiots who've commented and don't understand what a FUCKING WARRANTY is or the fact that you gave them the information several FUCKING TIMES!!! And yeah, you could have wasted your breathe repeating yourself to these assholes, but you shouldn't have needed to. They should have gone out of their way to please a CUSTOMER!!!!! Especially a customer with a FUCKING WARRANTY. And Ray BRINKLEY sounds like an uneducated DICK!
I would understand that they didnt fix it, but really cant you just tell her whats wrong with the damn laptop, I just hate it when people say a company sucks because everything is not being done their way.
So it is Sonys fault that you let some airport person drop your laptop? If one of the airport people drop it maybe you should go through the airport then since they are responsible for dropping your stupid ass computer. Sony is not liable for your idiot ass! you dick shit!
why do callers like this act like ANSWERING A QUESTION is like asking them to slash their wrists and do pushups in saltwater??? SO WHAT if you "already explained that to someone" just answer the question and move on. God damn
They DO need all that stupid information, though. And most of the time, they are UNABLE to process your request until they enter that information into their screen. It's a stupid, ridiculous cycle that most agents get stuck in, and she handled it VERY poorly, but I can understand her frustration as well. She probably got pulled aside by that supervisor after this and "educated" on how to deal with a frustrated customer.
At the end of the day, all any company is interested in is maintaining its profit. 1 in 10 computers sold needs a repair at some stage within the first 2 years I understand. Some call centres Sony hire are better than others, but trust me, if you were speaking to an Indian call centre you would have been messed around even more so, plus the manners I found with them can be quite lacking in places.
OMG.. i worked at a call center before and one rule is: NEVER INTERRUPT THE Customer. and he said that he's frustrated in the first part of the call and he even tried to crack a joke to lighten the situation but they just gave smartass answers!.. ugh, if i were the Quality Analyst of this Agent I would have failed her in this call..
the caller was extremely polite. the reps were rude and condescending. jackie was a bitch and her supervisor was a smartass. kudos to this caller for posting this video as i will not purchase sony now. i work in a call center and would be punished if not fired to speaking to a customer like this.
From the perspective of a fellow call center rep, the customer was actually the only level-headed participant in this call. She did need to obtain info, but there are ways of going about it where you dont come off as snide. The supervisor was a joke, completely unprofessional, but if the customer truly just wanted his problem resolved asap, he could have just given the information without being a dick. Yeah you were on the phone for hours previously, but withholding info isnt helping expedite it
anyone thats ever worked in a call center understands that this guy was an idiot and it is necessary to obtain the info to finish the claim sony did well...this guy is a prick
I agree with the customer cos if I had spent 3 hours on the phone saying the same thing over and over again, I'd be pretty pissed off. Also the girl was an asshole and It sounded like her supervisor was making fun of the guy At times.
iif you want help, please follow the instruction that the agent is giving you... this customer is an asshole, he is so stubborn that he thinks that everything will be solve magically without cooperating
I don't get why the women refuses to look up the guys previous incident history.. I work for a Fujitsu call centre in the UK and know it takes a matter of seconds to find a previous incident raised by a user..unless of course Sony do things in an extreamly different way in that situation I would have just looked at the users history and copied the details over ;l
@Dan2nd any call center with proper customer service etiquette requires the representative to verify the info that was given to the previous rep. This is to ensure that proper info is being recorded. when the call was escalated to management he even stated that there were discrepancies in the information in the system.
true obviously when going into a customers history I'd normally confirm the information with them. I was just trying to say they could have saved a lot of time if she'd looked up his history and then read back the details to him to confirm it is correct rather than the other way round.
I agree the guy was being a bit of an idiot but sometimes you have to look at things from the user perspective and make a very annoying duty of contacting a call center as easy and quick as possible.
@Dan2nd yeah i agree with you, it would have been easier to read it back i didnt really think of it that way...she couldve just confirmed what was already in the system
Sony products are great, but once they're broken, they will charge you an arm and a leg to fix. I had a Sony Vaio and the repairs cost almost the same price I bought it for. If you don't get their best warranty plan, they won't fix it for free of find some kind of loop hole to charge you the most that they can.
However, the customer did act like a jerk at times. When the supervisor was trying to tell him something about what he was saying, he was like, would you guys stop interrupting me when the supervisor was only trying to inform him something! It was his fault the laptop was broken anyways.
@Kimarey agreed. He wouldn't even cooperate. If he didn't like what he was hearing. he would blame them and act rude. They were only trying to set up his claim!
I find it ridiculous that people here are blaming the caller. He had given the information 3 times previously as stated. I work in a call centre and the customer only has to give information ONCE - it is then documented fully. The lady was rude and unprofessional and the supervisor even worse.
You must think you're just cuter than shit. The reality is that the guy was absolutely right; that the only reason you were on the phone for three hours is because you decided to be Cockle McDockles, King of the Douchebags and never just answering anyone's question.
So, because someone at the airport dropped your laptop, you automatically assume that Sony should have to replace it?
Yeah the first girl kinda lost her cool, but really man, that's kinda douchy of you to act like that to a company not responsible for your unfortunate mishap. He should have claimed with the airport.
Basically it goes like this. Don't expect a refund for anything. Warranties are legit, but take forever for them to receive and process your item. Supervisors sadly are actually the worst, because they'll keep pointing at you, without even actually help you resolve the issue.
Basically they are your friends when your wallet full, and when to buy something, but your worthless when your not. Sounds like agold digger to me, but yeah, Never buy Sony.
my sony vaio laptop was bought in canada and my friend told me that the warranty is an international, now that it send it through manila i only use it for a 3 months now i go to their service area now the people told me that the warranty cannot be use it in here but better use the warranty where it has been sold,.then thats bullshit..even their call centers wont help at all..
lastly i just have to say how come they try to make the customer look like the bad guy? how come they go ahead and try saying that oh its your fault we keep fucking up everything and that we have been on the phone for 3 hours because of you, i cant believe these people.
lol why do they always interrupt people and then try to explain shit and then when some one says yeah but this they explain it again and act like they are a recording.
im never buying a sony product. my friend had to stay at home for three days when they promised they would pick up her laptop for repairs. the third time, they even lied and said she could not pick up her phone when clearly, they didnt even call. and then they said DHL could not find her address when she's already recieved lots of mail through them. DHL can't find an address which is just off the main road near a major cricket stadium. WOW!!
I have to say... I work in a cell center (will not disclose which company) in customer service... and USUALLY i'm sitting here thinking to myself "This customer is an IDIOT! They're not listening and have no idea what they are talking about." ... but in this instance... this rep and her supervisor are just plain RUDE and totally lack basic customer service skills.
Mandyzfelix 3 weeks ago
Sorry but the guy on the phone seems like he's looking for trouble. Get a life dude.
rdanyal7 3 weeks ago
The supervisor does have a point. I really cant understand why people like to argue and complain about how long they have been on the phone. Understand this, theres something called, PROCEDURES. like them or not, you have to go through them. not saying its the best practice, but still, you have to follow them at every place you go or call. fighting will not speed things up. the rep was trying to get the job done fast, but you decided to add extra time to do nothing but wasting life and breath
JEBC88 4 weeks ago
I had just had a fight with Sony yesterday about my Playstation 3. I paid $99 to have it sent and repaired (cause it was out of warranty, granted). I got my PS3 sent back and the disc that was stuck in it had heat damage(it looked glossy, hazy, and just damaged). They then said that it was in the records that they pulled it out with damage....funny thing is it was BARELY watched and was a blu ray which takes ALOT to damage it. So, they are not compensating me for my damaged product.
tbwise826 4 weeks ago
This... actually disgusts me. Even if the customer was being a bit of a douche (which, to be honest, was expected after the length of time and apparent quality of service he was receiving in that time frame), it's sort of the call service's job to be professional and respectful throughout the whole call. From what I heard, they all should be fired or at least forced through another training course.
Garn0123 4 weeks ago
Wow I am not buying a Sony.
ryanmajor2 4 weeks ago
Holy shit... I was not expecting that... That was pretty bad.
EviLzLiKeNeO 4 weeks ago
as a csr, no matter what the customer says to you, you still need to apply professionalism. you must not over talk the customer!!
janacalla 1 month ago
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SujanTheClaw 1 month ago
The fault lies in part on the caller. He stammers when he tells the rep who drop the laptop, yet he is able to speak so clearly when scolding the rep.
sobserver 1 month ago
After 3 hours of talking on the phone, you would be irate too. And you may find your self in the "picking fights" mind set also.
I was a tech support for 3 years. One cardinal rule is you avoid interrupting the customer. It antagonizes the frustrated customer. That is just bad customer service.
There are a lot of ways to control the call without being a prick and disrespecting the customer.
willbryangarcia 1 month ago
I get the sense that the customer on the phone just likes picking fights.
kevinbreeman 1 month ago
I was a customer service representative. Callers like this stupid man make me wanna kill myself.
anthonyleyte 1 month ago
I experience the worst customer service with sony my self just today! and my case is that i've been waiting for the replacement battery for over 4 months and called them several times and spoke to maybe 3 or more supervisors. they decided to just replace my laptop as long as i fax them the receipt. but right after they received it they changed their mind and instead they want me to look for the parts myself and pay for it! what kind of a warranty policy is that??? you guys are full of crap!!!!
DJSPEED76 1 month ago
You have to be the biggest dumbass I have ever seen. I hope Sony sends its flock of winged moneys to sodomize you in vain hope of them finding your miniscule brain.
ihatestupidsignups 2 months ago
Im pretty sure this dude had a damage warranty. I can understand the notes not being transfered between depts but the way she flared up was a big zero tolerance action and i bet was punished in some way
fnztakedown 2 months ago
i once worked in a call center and this kind of attitude toward a customer and interrupting them is a major NO. and in my book this caller is still very calm. i had many customers shouting and yet we are still not allowed to interrupted unless they are already cussing us. both agent and supervisor should understand that a customer would often need to vent out especially when they feel that they were not given the proper service promised to them. a rep should not take a customer's anger personal.
jigsgabas1 2 months ago
LOL, the guy's is calling Sony because an employee of the airport dropped his laptop ???????????
ripousse 2 months ago
It's a breath of fresh air to not hear a supervisor give the customer a blow job over the phone and stand up for themselves.
Gamer1987x 3 months ago
Most customer service people on phones are cunts who only want you off the phone as quick as possible.
eezysqueezy 3 months ago
I think both the customer and call center guys are wrong. They shouldn't be talking over him and should just let him vent. After that they could have taken care of them..customer should have just taken a breather and just gave him the info she needed instead of doing the dance they did the entire call. Their all idiots ...
rickforsix 3 months ago
Who thinks the Supervisor is banging Jackie
ELUSIVEJIM 4 months ago
What kind of "seupervisor" treats customers in such manner, whilst having their CSR's thinking that it's ok to do? The customer was in no way rude and just wanted his issues RESOLVED, which is what a good CSR is supposed to do - not make the customer feel stupid and continue to interrupt. Sure, if the customer was rude, constantly screaming after some time of the CSR trying to calm them down without being rude themselves, then I'll understand if the CSR retaliates but this is ridiculous service.
xBLaKHearTx 4 months ago
well you got your box didn't you :D DON'T WASTE THEIR TIME!!!
zhaffeth 4 months ago
Since when is it the fault of the manufacturer to cover physical damage caused by the customer?
kashif007uk 4 months ago
@kashif007uk It's why its called insurance. Insurance covers out of warranty issues.
spannerotoole 4 months ago
ok i used to do tech support and these people are a couple of jackasses. you have to understand how stupid some tech support can be and how many times a customer can be run through the same steps over an over again because they probably talked to qa couple of idiots or because the company you work for trys to pinch every penny as hard as they can and does not want to repair things under warranty and eat the cost so let him talk and be frustrated because he has every right then sort out the prob
kryptic127 5 months ago
Bad Customer Service, a lot of interruption, making the customer feel that he is stupid, arrogant agent and supervisor. Don't want to listen the customer's issue. so basically the score of this call is 0 or auto fail
honey24cute 5 months ago
she's a bitch
randomshizz24 5 months ago
When you try to give someone who is helping you a hard time, you end up wasting your time. They don;t waste their time because they are getting paid. Give the info she asked for and that was the end of the call. Don't give it, then wait some more. Tell them its being recorded? Hoo pity hoo, big freaking deal. Worst case scenario, you lose your crappy job and get to maybe find a better one where you don't need to de treated like shit.
ELconchesumare 6 months ago
I think it's funny both ways... The customer thinks the supervisor will somehow solve the issue in a better way, but call centers don't usually work like that, sups use to have the exact same tools that normal reps do and will always protect their employees. I have to admit both the rep and the sup were rude... but c'mon guy, just give the fucking info and the call should be a lot quicker!
Trobit 6 months ago
shes fucking her supervisor
Scott3563456 6 months ago in playlist Not Good! (2)
I work at a call center for Sprint and listening to this blows my mind. We are taught to NOT talk over customer and DEFINATLY to not be rude like that...this is crazy!!!
alexandramorris88 6 months ago
This bloke is a douche
michaelwatkins1 7 months ago
or for a f&&%ing video that you upload on youtube pendejo
elnetorivas 7 months ago
hahahhah i agree with mwells219 why is so hard for you to understand that it wasn´t Sony´s fault they have to follow their policies and since that wasn´t a manufacturer defect the only responsable of this is the person caused this problem....please read the warranty card that came with your product and you will see that the physical damage is not covered under the warranty....and what if the call has been recorded they are not going to change their policies just because you send that to Sony
elnetorivas 7 months ago
It's not about whether the policy covered it or not, If it doesn't well it doesn't and that's it. But, that horrid, shameful, rude, despicable show of "customer service" Is what really caught my attention. There are several ways of dealing with a customer that you can't provide a desirable resolution with, but THIS is certainly as far from it as you can get. If I was to treat one of my customers like that, I would certainly deserve to be fired.
Pablowanjedi 6 months ago
@Pablowanjedi I would love to know what the QA (quality assurance) department thought of that call, because if they didn't care, that Call center is pretty much screwed.
Pablowanjedi 6 months ago
This is the representative of asshole customer. It is not sony's fault your device dropped. This is standard for almost every company. And the fact that you feel entited to interrupt people because you are an overentitled brat who isn't getting your way. I hope you didn't get reimbursed and you go fuck yourself.
mwells219 7 months ago
The customer service rep who is setting up the claim totally has her own agenda about this call... even the sup is an abomination.... how upsetting this is. I wouldn't of even been listening past him saying... "failed to grasp"
ktmarchand 7 months ago
OMG, those customer service reps need to be FIRED!!!!
budderfly1965 7 months ago 10
The customer is a douche. It took them 2 seconds to verify the info and he made,such a big deal about it. The faster u give the info the faster u are off the phone fuck tard
faulker2283 8 months ago
@faulker2283 3 hours?, For two days in a row?
Pablowanjedi 6 months ago
customer is a fuckwit. just give them the fucking information. airport broke your fucking laptop and you act like a whiney little bitch when calling up. 3 hours on the phone? all your fault buddy.
MrChargd 8 months ago
why would you put the blame on Sony when they were not the people who dropped your laptop? i assume you did not read your terms and conditions when you bought your laptop! YOU DO NOT HAVE THE RIGHT TO DEMAND FOR A REPLACEMENT / REPAIR BECAUSE IT IS NOT SONY'S FAULT! you asked for a supervisor because you just want another laptop...
deandktn 8 months ago
why would you put the blame on Sony when they were not the people who dropped your laptop? i assume you did not read your terms and conditions when you bought your laptop! YOU DO NOT HAVE THE RIGHT TO DEMAND FOR A REPLACEMENT / REPAIR BECAUSE IT IS NOT SONY'S FAULT! you asked for a supervisor because you just want another laptop...
deandktn 8 months ago
hello i´m benjamin i was a an agent from chase bank and hanging around the web i found your video thnxs for the show it was awesome every single company in the us with tech support or customer service line out of the country is a crap on my own the way solved by the agent was bad but thnxs you were really patient, and i dont know how u can do that because i was totally upset if i was u about my laptop jajajaja but it as great so thnxs for the vid
jonathan10755 8 months ago
wow what a f****** c**t. b***h has probably never fixed a frig*in computer ONCE in her life! sayonara Sony!!!!
bri719 8 months ago
Once the supervisor is mentioned. The worker shits their pants.
GhostReconGuy 8 months ago
This is horrific customer services. The customer was really polite and unbelievably good humoured. Did a complaint go through?
Jaine82 9 months ago
@Jaine82 the guy won't listen, HE IS CALM BUT He won't LISTEN!...EVERYONE! TAKE TIME TO READ YOUR TERMS OF SERVICE!
johnkelvintztc 8 months ago
@Jaine82 Talking over people and intimidating people is not being police. And why does sony owe the customer when it is not their fault this guys laptop broke?
mwells219 7 months ago
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Jaine82 9 months ago
Comment removed
Jaine82 9 months ago
the representative and the manager was rude!. no wonder foreign companies prefer to outsource their customer service.
yuna0000100 9 months ago
It is the customer's fault. He is not listening and not following orders. Just do what the rep says and everything would be peachy. The reps were awesome.
vidaction 9 months ago
Honestly, the video didn't show too much fault on Sony's end....the caller was kind of a dillweed.
TheBeardedJeffersons 9 months ago 8
Wtf Sony? Horrid service.
kionaramirez 9 months ago
I can get frustrated talking to both DELL and HP, but SONY are the number one guys to send me into blind rage. They are not worthless, they are more like an active and very irritating enemy doing everything they can to fuck up your day.
SeafanSe 9 months ago
The "adjudication rep" is a bitch, her tone is all wrong. No sincerity and lots of attitude. And her response at 1:20 sounds like she's encouraging him to lie. "Sir, you're interrupting me." NEVER - extremely unprofessional. I am a customer service manager, and I would pull that person off the phones immediately. The supervisor is a total tool. I'm definitely never buying Sony. "You see what I'm sayin'?" So unprofessional.
chtthatsme 9 months ago
i have the same problem with sony. took me several phone calls in a span of 3-4 days, more than an hour long conversation each time; was given different reference numbers for the same problem. no wonder they can't find all the documentations. in the end, it was resolved, but the time spent and the inconvinience is way more than what the Accidental Damage and Handling Protection costs.... I love Sony products but the Customer Service is a no service at all!!
marloukelly 9 months ago
so what was the followup with sony?
dwmcclure84 9 months ago
Wow! This is almost as bad as Samsung's service! These guys are asses!
tearabite 9 months ago
this customer is such an asshole... he s not cooperating with the agent to fix this issue... instead of making sony look bad, he s the one who looks like an idiot.
JoseSalasblanca 9 months ago
I work for a company in the help desk, and I deal with Dell and Lenovo all the time. Dell never gives me a problem and I normally achieve resolution in about 20 min. Lenovo, however, is a different story. They are as argumentative as the Sony people were in this video and just as disresepctful. I have other things to do with my time than argue a mute point with a representative. My company has paid for extended service warranties and plans, so how I wish to utilize those dollars spent is up 2 me
bobo692003 9 months ago
What happened here is that both sides were disfunctional, that's it!, they were tryng to finish with that as soon as possible, and the customer just wanted to complaint about the time he spent on that call. Althought they should had give gim time to release himself, then just take info and that's it. so only for that reason they fail in customer service there.
TheBlazingFireDragon 10 months ago
That was awesome, "we are trying to help you sir give us the information"
Oh really who not try letting him speak and record the information he has already told you LIKE YOUR PAID TO DO!
SecularGamingWorld 10 months ago
the customer here is just such an ASSHOLE.....i love meeting people like this on the street and beating the shit out of them!!!!!!!
dametallica 10 months ago
Some of you must work for Sony cuz I can't see how anyone could think this caller was rude AT ALL. He was frustrated! Would you be after being on hold, repeating yourself like a broken tape recorder and then interrupted by someone who sounds like she couldn't give a sh!t? Reps should be taking notes properly or this wouldn't happen. And this guy sounds pretty reasonable, so could have said 'I'm really sorry to make you repeat yourself again but ..". That 3 hour call should not have happened.
LadySamG 10 months ago
I would like to fuck all the people giving sony support.... in DA FACE!!!! I own a PS3 and if something like this happened to me when trying to repair it... I'll fucking loose it. I will admit that I've been a douche to customer service before and NEVER...NEVER has anyone talk to me that way. It's your fucking job. Help the costumer or get fucked in DA FACE!!
jessweos 10 months ago
its quite simple, if the sup or the agent ACTUALLY stayed quiet and listened to his complaint they may actually have another 30 laptop sales. They may not even have a real answer; it only needed some listening skills and empathy. really not hard. the funny thing is that the service was so bad that it actually began to cheer the customer up "haha hi Jackie how are you?" .. I suppose thats the best way of turning around a complaint?
dannyaadams 10 months ago
Comment removed
dannyaadams 10 months ago
OMG im a customer service supervisor and if I took an escalation in that way, i would be sooooooo fired
dannyaadams 10 months ago
I have to agree with previous comment's. If you would just shut the fuck up, and answer the questions, you would have been done in 5 min. I am a claim's adjuster for a Homeowners insurance company, and it's stupid bastards like you that make my day shit. YOUR piss poor attitude, bring's your piss poor customer service, period.
plpearl 11 months ago
stupid supervisor!!!! fuck them!!!!!
shalatotz 11 months ago
rude agent plus rude supervisor equals poor customer service... tsk tsk
shalatotz 11 months ago 2
TO many damn people are by the book.... People need to stick up for the little person... stupid bitch
WaitWhatWasThat1 11 months ago
@cwolf2012
I have worked in call centers before.I had a person who would call all the time, and I got a few times.He would come on screaming.Not a loud voice,screaming into the phone, that he needed a manager.I always asked what was wrong, so I could tell the manager before the transfer.Each time he would yell "shut up shut up, I didnt tell you to talk" then chant Manager over and over. What did he want?His balance.This guy could have been done if he just answered the girl, who he ended up with
ricblasko 11 months ago
Now I'm starting to think that Sony found this video and is sending in people to comment how the supervisor and tech were right. This is absurd. How can this many of you seriously think the customer was in the wrong here?
cwolf2012 11 months ago
"i'll tell you what, if i recieve a bill for these phone calls I'm gonna go through the roof" He kind of sounded to me like he was laughing lol, and YES he recieved the bill for this phone call and ULTIMATELY went through the roof :) haha
DARKERSKINNY 11 months ago
Dude would have saved time, if he answered the question, and stopped being asked to be transfered. Callers at fault.
ricblasko 11 months ago
@ricblasko The supervisor and the call handler were ABSOLUTELY in the wrong. Most places would fire someone who spoke to a paying customer like this.
He spent over 2 hours attempting to process a claim, getting bounced from department to department (because that's how this works), and was insulted and treated poorly by both a supervisor and a technician. Absolutely inexcusable by Sony. The only reason you're on the support side is that you didn't have to deal with 3 hours of bullshit before.
cwolf2012 11 months ago
FYI, as we looked up to see if there were any recorded calls about customer service with sony WALA.....this is a perfect example of how bad this companys business practices are handeled. Thank you Sony for being so Flaming Stupid, this way people know your products stink and so does your business!! Way to go Dell !!!
babynsage 11 months ago
Its Bafoons like the ones below who make Ignorant comments against this Poor Customer! Its "Yard Birds" like you that are poster children for Slum Class. Unfortunatly its you Slum Class Bafoons who apply to these low income area Call Centers! And guess what its the Middle and Upper Class who have to deal with you. So of course its Meat Heads like you that help America be so beautiful.....LOL!!!
babynsage 11 months ago
Haha!! It's funny that so many people are flaming you for this. If they don't like the video, they shouldn't watch it!! And you were totally in the right, dude. I'm a tech geek and I hafto deal with morons like that on the phone alot. If they're doing that it means they are likely trying to scam you out of extra money. They prolly get paid by the hour too. xP All they want is more money. Not your fault. -pats you on the back and likes this vid-
toddpanther 11 months ago 2
Well, the lady at 2:27 interrupted the costumer and from then on almost everything went wrong.
I work for customer service and see that the lady didn't take the time to calm the client down correctly. The supervisor also interrupted the frustrated man that have been calling them for days now. These guys just work like time is money and the human part of the problem is ignored. The supervisor didn't even want to give his email adresse. C'mon!!!
This time I'm for the customer.
6031042 1 year ago 2
I really would just hang up on you. Christ. Shut the fuck up already you whiney bitch.
VendettaAS 1 year ago
/cringe
abcd12345 1 year ago
your. a. douche.
iloveonlymyself 1 year ago
Wow, you're a fucking douche.
NotAsEyeDo 1 year ago
I bet you cut people off too. Classic ID-10-T
ServanoStyle 1 year ago
Can i just say I LOVE THE SUPERVISOR, hahahahahah this is amazing, this customer is an idiot, its soooo funny how you threatened to go to Dell and they threw it back in your face!!!!!!! this supervisor said everything that he had the authority to say, you mr No More Sony Buys are a jackass, this is NOT how you get want you want, you SHOW RESPECT YOU GET RESPECT, you were a jerk from the beginning on the call, GROW UP!!!!!
natedoggschip 1 year ago
They're just doing their jobs. You're the one making it harder on them. You really don't understand what the supervisor was trying to tell you. He made a point, you should of just made the claim. Instead of bitching. You choose to be on the phone for 3 hours, don't blame the company.
mechanicalr 1 year ago
I hate customers like you. I really really HATE when people say "Can you look at the notes?!" Some reps DON'T notate the account properly. If the customer could just shut the fuck up, answer the questions we ask you, your call would go so smoothly. The airport dropped the laptop, why should Sony fix it?
mechanicalr 1 year ago
Nomoresonybuys, Is this actually you? Because if is, you are a rude, ignorant person. I work for a call centre and NOBODY should have to be spoken to the way you spoke to those reps. There are different department that deal with different things and if SOMEONE ELSE failed to note your complaint, that is NOT Jackie or the other supverisors fault. Would you like to be blamed for something you didn't do? Also that supervisor is one of many from different deps. You insensitive, ignorant person.
huwwilson651 1 year ago
The customer just put a video up of him wasting 10 minutes of everyone's time yet all throughout the video he was complaining about Sony wasting his time? How does he not realize that they were making a claim for him right then? All he had to do was answer a few questions yet he wanted to complain? What more do you want from customer service? This customer is such a hypocrite.
Daytonkid11 1 year ago
Is because of this reason, I stopped buying items from Sony. Sony's customer service is the worst ever.
AshManXP 1 year ago
the customer got owned
chisme121 1 year ago
I think the operator was being unreasonable. obviously the user is frustrated, and just wants to know why things are proceeding how they are. The operator was speaking to herself, not the user. And then she was being rude.
Draeber 1 year ago
This customer is a total asshole...if he would just answer the questions he would have saved all this time...WHAT AN ASSHOLE!!! JUST ANSWER THE QUESTIONS AND STOP BEING SUCH AN ASS
laidlawslolita 1 year ago
Even do that the rep has to explain something to the customer she has to keep silence and have the customer to say whatever he has to say, and ask the customer with "PLEASE" , "COULD YOU" , if not she will always have to bhe ask for a sup. also if the customer wants to speak more even if not the issue agents has to listen and thats it.
eargumedol 1 year ago
My Friends Sony Playstation just broke without him doing anything wrong and he called customer support... they woudnt fix it eventhow he payed money for a waranty...
they just offered him a new playstation for a little less money than the retail price...
He ended up buying a laser for 1/6 of the price and fixed it himself...
At least the customer service was nice to him as supposed to they were to you...
I mean cmon... youre a paying customer...
MrKingofcanada 1 year ago
Wow... Sony needs to have their entire staff attend Dale Carnegie courses, if these two people are representative of the people there. Wow! This is horrible! How are they still in business? I like the Vaio... never again will I buy a sony product. Absolutely horrifying service! "let me speak" "I can see why you've been on the phone so long" "call back to get the e-mail address" You're Fired!
ltsgoyanks 1 year ago
@mandyz You are absolutely right, the service was not good. It wasn't horrible, but it was not good. He will buy his next 30 laptops (40-50K) from a competitor. Most businesses also PAY extra money each month, to have there laptops replaced, no cost if they are dropped. Sounds to me like he had one of these contracts, and a 2nd level rep should have been aware that the user has had difficulties and conflicts before he was sent to her. She is probably not an employee anymore.
ltsgoyanks 1 year ago
Haha I can't believe this thing, Actually I work in a call center for capital one, and we are not allowed to speak to a customer in that way, not at all, all the phone calls are recorded, if by any case we do that, we can even go to jail, I'm completly sure that this call is not from a sony representative, neither from a supervisor, haha I wish I could have customers so understandables like this one, but this is a totally lie.
Herber7x 1 year ago
I think you are being very interruptive and I would been almost to same way with you. It's rude interruptive condescending jackasses that make my job difficult. If you would shut your yap and just listen, you would have had it done a lot sooner.....but instead you had to try to make them look like the assholes. That supervisor was ON POINT and did very well. Try doing our job and see how it feels....you would get off your whiny soapbox and quit being a babbling Brooke.
LonesJuggalette34 1 year ago 2
@LonesJuggalette34 I know how you feel. I had to put up with that shit for 2 and a half years and am so glad to be out of it. Guess what people, the customer is NOT always right
sess2k9 1 year ago
By the way... I don't know why Jackie kept lecturing him about third party needing to take care of the laptop repair cost... because the guy clearly said that it turns out the user dropped it, NOT the airport. So her lectures were irrelevant to the conversation.
Mandyzfelix 1 year ago
I work in customer service for a different type of company and I have to tell you... that rep and supervisor were HORRENDOUS! If someone at my call center spoke like either one of those they would be walked out of the building that day. They were totally out of line. Even if a customer is being difficult or not understanding something you should never cut them off like that unless they're being ridiculously irrational and irate or offensive. This guy did not fall into that category.
Mandyzfelix 1 year ago 2
lol..listen and cooperate...........grrrr...waste of time
heaVEnZcent 1 year ago
Is this Fake or real??
EtecGear 1 year ago
my ps3 has YLOD PEICE OF SHIT PS3 FUCK YOU SONY, check my ylod on the link below
watch?v=1KqSNfa-AuM
DasCustomer 1 year ago
the customer was being a jackass
bevoburn 1 year ago
Wow, looks like a bunch of customer service people have free time to comment on this video/recording!
captainblackjeep 1 year ago 3
yawwwwnnnnnn why do customers ALWAYS reference another company ........its THEIR policies not the one you are dealing with. If only you lusers would realize how lame you sound you would be too embarrased to call back and stop asking for supervisors because thats lame too
KevinCarey 1 year ago
lol awkward silence XD, yea this guy is dumb sony customer services owns!
shadowtsunami 1 year ago
The supervisor was amazing, i am gonna buy a sony from here on
patricknobel 1 year ago
This guy is a douche, The airport dropped it, Therefore the airport must claim responsibility, Why should sony have to pay for it? And to be fair, Dell's customer service is a pile of utter shite compared to sony's.
jimftr 1 year ago
and to those customer "service reps" you guys suck and get what ever you deserve...if you get cursed out or lose your job,you deserve it..lazy bastards
flightwing600 1 year ago
this is why its ok to yell and mistreat female employees...they dont know how to treat ppl so its ok to call em what they are: a bunch of fat over paid low wage lames
flightwing600 1 year ago
I am going to buy a Sony.
nickrohn93 1 year ago
I deal with dipshits like this everyday.
randyw8483 1 year ago
asshole customer! don't know how to follow instructions!
sekataw 1 year ago
this is ridiculous. I'm a customer service agent too and people like doesn't deserve to be accomodated. Any damage done by third party isn't liable for an exchange. only for service. I know customer is always right but most of the time ... YOU JUST DON'T KNOW WHAT YOUR TALKING ABOUT.
natzobsioma 1 year ago
@natzobsioma I guess you must be a bad agent like this one because you can't hear very well. The customer said "the user dropped the laptop not airport staff". So why is she - and you you - both going on about third party damage?!
LadySamG 10 months ago
¬¬ you are a very very bad customer!!!
sasiliz 1 year ago
You're a cunt mate, I mean what an asshole.
johnmelvinhamilton 1 year ago
2:37 "I'm the customer!" hahaha. You sound like such a whiny bitch. "I'm the customer, so whatever I say is right! Waaaaaaaaah!!!" But, damn, that first lady was such a bitch too. He told her the user dropped it, very clearly, and she kept griping about telling him to have airport security fix it so he doesn't use his contract dollars. This is too painful to watch. Goodbye.
beakt 1 year ago
"uh darh duh eh okay.. ah duh" 1:41 - 1:46
beakt 1 year ago
this guy is a fucking moron!!
championcough 1 year ago
This guy was rude and impatient. the call center handeled it perfectly, the caller was a tool...I wish he would work for a call center and see how hard it is...TOTAL TOOL AND DOUCHE BAG
laidlawslolita 1 year ago
The rep and the supervisor handled this wonderfully!! Great job call center!!
laidlawslolita 1 year ago
this guy is such an idiot. I work for customer service myself, and impatient and impractical people like this make my job very difficult. I can always understand when customers are frustrated because we have to go through certain processes, whatever the case may be. it makes our job, and the call even longer, when the customer feels the need to string things out and complain like a 10 year old. honestly. the two reps did an excellent job handling this call.
hushandy 1 year ago
I think you were rude first of all she is correct you should of went to the management department at the airport and made a claim with them they should have insurance that cover when accident happen. I m so sick of everyone playing that I m the Customer roll BS please get over yourself. I dont know what airline this was but they played your ass broke your shit up then send you on our way O no. They would of called the national guard that day.
myownwomen 1 year ago
You are retarded. I'm sure Sony is crying over losing a customer like you.
ispaht 1 year ago
You suck dude
mikevanstaveren 1 year ago
I like all the idiots who've commented and don't understand what a FUCKING WARRANTY is or the fact that you gave them the information several FUCKING TIMES!!! And yeah, you could have wasted your breathe repeating yourself to these assholes, but you shouldn't have needed to. They should have gone out of their way to please a CUSTOMER!!!!! Especially a customer with a FUCKING WARRANTY. And Ray BRINKLEY sounds like an uneducated DICK!
cenpitgu11 1 year ago
this was disgusting. i hope someone lost a job
cenpitgu11 1 year ago
I would understand that they didnt fix it, but really cant you just tell her whats wrong with the damn laptop, I just hate it when people say a company sucks because everything is not being done their way.
galatasarayfan67 1 year ago
So it is Sonys fault that you let some airport person drop your laptop? If one of the airport people drop it maybe you should go through the airport then since they are responsible for dropping your stupid ass computer. Sony is not liable for your idiot ass! you dick shit!
baddmaddogg 1 year ago
why do callers like this act like ANSWERING A QUESTION is like asking them to slash their wrists and do pushups in saltwater??? SO WHAT if you "already explained that to someone" just answer the question and move on. God damn
guitarstar21484 1 year ago
They DO need all that stupid information, though. And most of the time, they are UNABLE to process your request until they enter that information into their screen. It's a stupid, ridiculous cycle that most agents get stuck in, and she handled it VERY poorly, but I can understand her frustration as well. She probably got pulled aside by that supervisor after this and "educated" on how to deal with a frustrated customer.
cyhiraethbanshee 1 year ago
At the end of the day, all any company is interested in is maintaining its profit. 1 in 10 computers sold needs a repair at some stage within the first 2 years I understand. Some call centres Sony hire are better than others, but trust me, if you were speaking to an Indian call centre you would have been messed around even more so, plus the manners I found with them can be quite lacking in places.
shaper252 1 year ago
The customer is the dick here, shes doing her job, he is being a complete dick.
davidToddTM 1 year ago
OMG.. i worked at a call center before and one rule is: NEVER INTERRUPT THE Customer. and he said that he's frustrated in the first part of the call and he even tried to crack a joke to lighten the situation but they just gave smartass answers!.. ugh, if i were the Quality Analyst of this Agent I would have failed her in this call..
witchHunterRN 1 year ago
the caller was extremely polite. the reps were rude and condescending. jackie was a bitch and her supervisor was a smartass. kudos to this caller for posting this video as i will not purchase sony now. i work in a call center and would be punished if not fired to speaking to a customer like this.
bela712 1 year ago 3
From the perspective of a fellow call center rep, the customer was actually the only level-headed participant in this call. She did need to obtain info, but there are ways of going about it where you dont come off as snide. The supervisor was a joke, completely unprofessional, but if the customer truly just wanted his problem resolved asap, he could have just given the information without being a dick. Yeah you were on the phone for hours previously, but withholding info isnt helping expedite it
ddss6 1 year ago
i have had epic cursing sessions with dell and verizon. i detest those companies customer service.
XXXXXpimptaddyone 1 year ago
please let her finish........i would curse her if she said that to me....pretty fucking rude considering she and her company was rude
XXXXXpimptaddyone 1 year ago
anyone thats ever worked in a call center understands that this guy was an idiot and it is necessary to obtain the info to finish the claim sony did well...this guy is a prick
precisethoughts 1 year ago
god i hate sony computers. they need to go back to making stereos and cameras.
xen423 1 year ago
This guy was an idiot
canadaonly2 1 year ago
fack sony!!!
yosefone 1 year ago
I agree with the customer cos if I had spent 3 hours on the phone saying the same thing over and over again, I'd be pretty pissed off. Also the girl was an asshole and It sounded like her supervisor was making fun of the guy At times.
KylesITOUCH 2 years ago
iif you want help, please follow the instruction that the agent is giving you... this customer is an asshole, he is so stubborn that he thinks that everything will be solve magically without cooperating
JoseSalasblanca 2 years ago
Couldn't agree more
kevinmcguinness 2 years ago
this guy was a dick! he wouldnt cooperate and he was trying to piss the sony people so he can record them all. TOTAL DICK.... get a life bro
parsapak 2 years ago 2
I don't get why the women refuses to look up the guys previous incident history.. I work for a Fujitsu call centre in the UK and know it takes a matter of seconds to find a previous incident raised by a user..unless of course Sony do things in an extreamly different way in that situation I would have just looked at the users history and copied the details over ;l
Dan2nd 2 years ago
@Dan2nd any call center with proper customer service etiquette requires the representative to verify the info that was given to the previous rep. This is to ensure that proper info is being recorded. when the call was escalated to management he even stated that there were discrepancies in the information in the system.
precisethoughts 1 year ago
true obviously when going into a customers history I'd normally confirm the information with them. I was just trying to say they could have saved a lot of time if she'd looked up his history and then read back the details to him to confirm it is correct rather than the other way round.
I agree the guy was being a bit of an idiot but sometimes you have to look at things from the user perspective and make a very annoying duty of contacting a call center as easy and quick as possible.
Dan2nd 1 year ago
@Dan2nd yeah i agree with you, it would have been easier to read it back i didnt really think of it that way...she couldve just confirmed what was already in the system
precisethoughts 1 year ago
Sony products are great, but once they're broken, they will charge you an arm and a leg to fix. I had a Sony Vaio and the repairs cost almost the same price I bought it for. If you don't get their best warranty plan, they won't fix it for free of find some kind of loop hole to charge you the most that they can.
Kimarey 2 years ago
However, the customer did act like a jerk at times. When the supervisor was trying to tell him something about what he was saying, he was like, would you guys stop interrupting me when the supervisor was only trying to inform him something! It was his fault the laptop was broken anyways.
Kimarey 2 years ago
@Kimarey agreed. He wouldn't even cooperate. If he didn't like what he was hearing. he would blame them and act rude. They were only trying to set up his claim!
Uknowjuju 2 years ago
I find it ridiculous that people here are blaming the caller. He had given the information 3 times previously as stated. I work in a call centre and the customer only has to give information ONCE - it is then documented fully. The lady was rude and unprofessional and the supervisor even worse.
andygoodyear 2 years ago
I don't get it.
It took me 10 minutes to talk to Sony and they said I can bring it in for repair in my free time since I have limited warranty of 12 months.
Pianoblacks 2 years ago
You must think you're just cuter than shit. The reality is that the guy was absolutely right; that the only reason you were on the phone for three hours is because you decided to be Cockle McDockles, King of the Douchebags and never just answering anyone's question.
justinzaruba 2 years ago 3
So, because someone at the airport dropped your laptop, you automatically assume that Sony should have to replace it?
Yeah the first girl kinda lost her cool, but really man, that's kinda douchy of you to act like that to a company not responsible for your unfortunate mishap. He should have claimed with the airport.
matt7988 2 years ago 8
Basically it goes like this. Don't expect a refund for anything. Warranties are legit, but take forever for them to receive and process your item. Supervisors sadly are actually the worst, because they'll keep pointing at you, without even actually help you resolve the issue.
Basically they are your friends when your wallet full, and when to buy something, but your worthless when your not. Sounds like agold digger to me, but yeah, Never buy Sony.
Quicklink39 2 years ago
my sony vaio laptop was bought in canada and my friend told me that the warranty is an international, now that it send it through manila i only use it for a 3 months now i go to their service area now the people told me that the warranty cannot be use it in here but better use the warranty where it has been sold,.then thats bullshit..even their call centers wont help at all..
Kimbuhley 2 years ago
lastly i just have to say how come they try to make the customer look like the bad guy? how come they go ahead and try saying that oh its your fault we keep fucking up everything and that we have been on the phone for 3 hours because of you, i cant believe these people.
devol264 2 years ago
lol why do they always interrupt people and then try to explain shit and then when some one says yeah but this they explain it again and act like they are a recording.
devol264 2 years ago
thats why we love apple lol, never ever got anything bad from customer service.
devol264 2 years ago
Typical SONY. They are your best friend when they want your money, but if you have a problem they turn into total assholes. FACT
timin770 2 years ago
im never buying a sony product. my friend had to stay at home for three days when they promised they would pick up her laptop for repairs. the third time, they even lied and said she could not pick up her phone when clearly, they didnt even call. and then they said DHL could not find her address when she's already recieved lots of mail through them. DHL can't find an address which is just off the main road near a major cricket stadium. WOW!!
very123unusual 2 years ago