Sony Repair Service UNAUTHORIZED charges

[lakeysha]

What to do and who should I complain to??????

I received the message below, with an inflated cost. I have already incurred an unauthorized charge of $30.31 for returning a malfunctioned Sony Reader that is less than 7 months old. The device was in good condition, never been dropped or scratched, and after it simply just stopped working I contacted Sony for help. The over the phone troubleshoot did not help and it was suggested to send in the device with a charge no greater than $28.

I was promised that I would only pay a price between $21 - $28 when I disclosed my pay information. I cannot afford, nor do I deserve to pay for a malfunction of a Sony device. The additional charges mentioned in the email below was not agreed upon  in verbal phone service conversation. Yet, another $64.95 was charged to my checking account without authorization on top of the $30.31 charge. The email below was sent on February 17, 2011, and a subsequent pending of $64.95 was posted on my checking account, again, without authorization. This is bad and unethical service!

According to your flat-rate repair policy, the Sony Reader device that was sent met the requirements for the $21 - $28 repair cost originally promised during the Customer Service call.

-the device is less than 7 years old, actually 7 months
-the device was not in any condition resulting from physical abuse, misuse, or excessive wear!
- it is a Sony product!

I want to immediately cease all dealings with Sony. I am investing in a Kindle. I am also demanding that all unauthorized charges are corrected off of my account immediately! I will also continue to report these unauthorized dealings and horrible customer service!

____________________________________

Dear Valued Sony Customer

We have completed the repair estimate for your unit based on the
information  you provided us.The estimated charges for your repair is
labor charge $ 51.00  and parts charge $ 28.00  plus applicable
sales tax. Please contact us at your earliest convenience by phone or
email to approve or refuse this estimate. Our contact information is
listed below. To help us expedite your repair please have your credit
card number ready when you call. For your security we do not suggest
including your credit card number in an email response.

[carpetmojo]

That's astonishing !

The machine is under warranty, & I presume there'll be a note about paying postage, but to charge for a repair after less than 12 months, for something that is non-misuse related, without tendering proof,  is ...... well, I'm amazed.

Actually, now I'm thinking about it, no, not totally amazed - Sony simply have no idea of how to build up brand loyalty, or give decent customer service, it is fast becoming apparent. On this Forum alone we have a pretty fair number of people who are vowing never to buy Sony anything again , especially on this Reader section.

And they do not seem to care, that's the frightening thing.

In the UK  they would be up against the Sale of Goods Act, the terms "a reasonable time period", i.e. does not necessarily relate to 12 months, could be more,  and "fit for purpose" etc.........  If no satisfaction, they could then be taken to the Small Claims Court - very easy - for damages, & return of machine, repaired or replaced, or refund.

Also your contract would be with the supplier ie retailer, so all the hard work falls on them, and you have just the same rights against them.

Surely your Consumer Law, thanks to Mr. Nader, must have an equivalant ?

Or Judge Judy.......

Do you have an equivalent of our "Which" magazine to take up your case I wonder ?

The main thing is to get yourn rights, don't let them get away with it - even if you never buy Sony again !