I placed this order (for Sony Xperia M - 3002626384) on Aug 26th and it was on pre-order. While checking the other websites, the same item was available and they had already started shipping the item too. I contacted their CS and they changed the pre-order status. Every now and then, I have been contacting CS to figure out when I will get the delivery and was given the canned responses of time-frame and blah and blah. Finally on the 10th day, they said we will investigate something and get back.
Yesterday I missed a couple of calls from the company since I was driving. Not able to call them back, I contacted the chat support and they say I have to wait another 24 hours to get another call. How ridiculous?
I asked to transfer the chat to a supervisor and the CS rep says they don’t have such an option. I work in customer service for a US company and just can’t believe what she said. If this is true, their CS is a disastrous joke. What are the supervisors employed there for if they cannot take escalated chats?
With this experience, I Googled and found so many bad reviews about the company. It’s been 13 days since the order has been placed and the money taken out of my credit card and they are still giving me this run around.
I don’t want them canceling the order, instead I want the phone delivered to me ASAP. If the item was not in stock, they should not have taken the order, they cannot take the money out of a customer, keep it for so many days and then say we are out of stock.
Hope this reaches out to someone who actually knows what customer service is and how crucial it is in the business.
PS: Your phone support agents need some serious & immediate voice & accent training. Very hard to understand whether they are speaking English/Hindi/Alien language.