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Wednesday, October 23, 2013



You just tell us, we know the problem already.
We order parts now. You wait la.

Don't know how long.

 

Let me tell you a true story and you tell me what's wrong with it.

Fri - I call Sony Malaysia to ask for repair service for my Bravia TV. The colors were distorted. I am told that since it is Friday my service request will be attended to on Monday morning. I was assured that the technician will call me on Monday.

Tuesday - I call Sony to inform them that the technician did not call as promised. They check. "Yes sir, the technician has informed that they have ordered the spare parts to service your TV." But nobody's even seen the TV so how do they know what to order. "Okay sir, I will make sure the technician call you." Nobody called....

Wednesday - I call Sony to inform them that it's been almost 3 days since I was promised some service for my Bravia TV. "Wait. Let me check, sir. ..... Yes sir, the spare parts are on order." But how do they know what parts to order? "Our technicians are very experienced so when you tell them the problem they already know roughly what is wrong and the parts that are needed. Did the technician call you?" No. "Let me check." I was also told that since my TV is at least 5 years old parts were not so readily available and they have to be sourced from Singapore or Japan. And sometimes they need to be MADE!!! "Sir, I have spoken to our technician and he says that they have ordered the parts." But how do they know what parts? "Okay, sir I will ask my technician to call you today before 6PM is that okay?" Errr...I suppose so.

For the past 30 years whenever there was a need to buy a TV there's never been any hesitation on choosing Sony. This will change. And that is not a threat.
 
 
NIAMAH!!!

p/s  Oh ya. I forgot to tell you all that in the last conversation, the nice Sony lady did also tell me that the promised call from the technician today is to inform me how much the parts will cost. HUH???!!! So they have ordered parts ahead of my approval and consent to purchase? Can one ah? And if I follow this thread of action it will be a month before my TV problem can be resolved. Wah!!!
 
Update @5:52PM Wednesday 23 October, 2013
 
This is almost tragically funny. The Sony technician just called me.
"Your TV color got discoloration right? So that means your panel got problem. Replace new panel will be RM2,872 not including service and transport. So better you buy a new one. Now new one with Internet only about 2-3 thousand. And I suggest when you buy new one you better get extended warranty because the new panel osso don't last long one. I don't want to come your house to tell you because I tell you like this but if I come to your house then I have to charge you RM70. Okay ah. Thank you."

And so the Sony customer service saga draws to a close. Bottom line, my Sony LCD TV didn't last 5 years (my last Sony CRT TV lasted almost 18 years) and I have to go spend some more money and get a new one. Won't be a Sony. Thank you.

 
 
Update @ 5:54PM
 
The Sony lady called again. "So my technician called you already, right? Anyway, I spoke to my supervisor and he has asked the technician to go over to your house and double-confirm (I love this Malaysian phrase, don't you?) the fault is that alright? I will also come over."
 
Not that the visits are going to do me much good, TV-wise. But it will be double-confirmed la. That my TV is DEAD! 
 


23 comments:

Anonymous said...

This is exactly what happens when Unemployables finds .... employment laaa.

I had to turn away many such qualifiers until my boss told me to 'close one eye' and now the problem manifest itself and its on his lap.

Education in this country will continue on decaying until the power that be wakes up....probably never.

Balik China/India is not too bad an idea after all.

devious17

A Bad Boy said...

Patrick,

You poor bastard, you have my sympathies, mate. :(

I suspect most Malaysian companies have no sense of customer service.

A friend of mine was buying a flat-screen TV and was told that stock would be available in 3 weeks.

Needless to say, even after 6 weeks, there was no stock available.

As far as having to replace your TV is concerned, that is the problem with most modern electronic appliances. Repairs are ridiculously priced to force users to buy new products.

Anonymous said...

Pat

you are indeed a dinosaur. gone are the days when TVs come in wooden cabinets that you can use to store stuff after the TV gave up. nowadays, any TV over 2 years is considered antique. The Sony people must have cringed when they found out your TV is 5 years old.

Khun Pana aka johanssm said...

in reality, it is cheaper to get a brand new tv.
I guess the only parts of a LCD tv that could be replace is the remote control .
Luckily my old CRT trinitron is still working.

Funny telephone conversation you had with Sony service .
Wonder if all their Japanese minders abandoned Malaysia for good.

KC said...

Yes Patrick I had a Sony Vaio which cost me an arm & a leg when I bought it thinking everything Japanese is OK especially from an established brand like Sony but say to say after a short few years it refused to fire up. Never again a Sony product.

Anonymous said...

I would like to use OMG but then realized the Bishop preferred OMA...:)

allanlo said...

Aiyoh. Niamah. I got same problem with Bravia Sony. Very lucky still under 2 year warranty and after waiting 2 weeks for LED panel to be changed. Check with Sony again, now got to wait some more
weeks???? Because got to order same TV from somewhere and will take sometime, please bear with and wait....Niamah. now already 33 days n still waiting for my Sony TB. Seriously. I am waiting as I write this comment. Very patient nut!.. waiting to crack. ******@@@@@######

Anonymous said...

IMHO Patrick, I think you got it wrong - LCD or even LED panels has a much shorter life span than CRT TVs. It is the technology and not the brand. LCD and LED has a short life span of between 5-7 years (depending on viewing hours) while CRT can go on 15 years without problem. But I agree with you that the standard of customer service has gone down the drain and it is not just Sony but across board in Malaysia.

Anonymous said...

I comfort myself knowing that I am not the only one experiencing problems similair to yours. This happen with other electronic products like computers and especially printers. Many a times it is wiser to buy a new one. I have sent my TV's for repairs at repair shop operating from shop houses. Not satisfactory at all. Branded brands will charge 'branded' price for services. This is a reality.

Brown man said...

Nowadays do not expect quality from electronics goods, even from Sony.

The price has gone down so much that they cannot make high profits like before due to stiff competition. They are using inferior parts and do not expect after-sale service.

Japanese brands can no longer stand up against Korean's Samsung and LG.

If the TV can last you 3 years, then you are lucky.

Anonymous said...

RTM purchased three A4 scanners for RM14,670 each despite its earlier estimate that it would cost RM200 each. An increase of 7,235% from the estimated price. RTM bought A3 scanners (estimated to cost RM1,000 each) at RM20,630 each. And RTM also bought 20 wall clocks (estimated to cost RM100 each) at RM3,810 each – 38 times the estimated price. On a roll, RTM went ahead and purchase a Building Acoustic Measuring System estimated to cost RM100,000 for RM597,330.

Moral of the story:
Buy expensive TV and you will have no problem.

Jeremy Huang said...

Your TV is 'off-line' (famous Masian term)?

So you cannot watch najib's budget live?

Anyway, I have dutifully paid my income tax the past few years on the 20+% bracket but have never got to enjoy any handouts or rebates for me. I at least expect the BN Govt to lower the income tax % so we the middle income group can at least enjoy some benefits. Now we have petrol prices up, sugar prices up and later more essential goods will also be up but we can do nothing but just sit and cry. Is this fair to us loyal citizens who pay our taxes dutifully?

Longkai Spontan said...

What the BN has not told the rakyat is that many items are currently exempted under the sales tax. Some of the items which are not charged under the sales tax but will be charged under the GST include many non-luxury items such as milk, coffee, tea, mineral water, canned fruit, newspapers, stationary, school bags, and boxes. Electricity consumption above 200kwH (any amount above RM50) will also be charged GST. The prices of these goods will definitely increase after the GST because the removal of the SST has no effect on their prices. The truth is that GST will increase prices of a majority of goods and services and the financial burden to the rakyat will be increase.

Longkai Spontan said...

What the BN has not told the rakyat is that many items are currently exempted under the sales tax. Some of the items which are not charged under the sales tax but will be charged under the GST include many non-luxury items such as milk, coffee, tea, mineral water, canned fruit, newspapers, stationary, school bags, and boxes. Electricity consumption above 200kwH (any amount above RM50) will also be charged GST. The prices of these goods will definitely increase after the GST because the removal of the SST has no effect on their prices. The truth is that GST will increase prices of a majority of goods and services and the financial burden to the rakyat will be increase.

Anonymous said...

From day one PKFZ was a monster cultivated by BN to squeeze the dollar and sens from the tax payers to feed the cronies. The script has been well draft and perform and act to perfection until today no more is liable any wrong doing. You want to say what you want to say BN business go on as usual. Stay tune for more excited show on earth to come. Mean time just slap you with GST. No worry only if you live beyond 17 months other wise forget about GST

wongty robert said...

You know after reading your Sony TV article, I decided to skip Sony as replacement for my mobile phone.

Anonymous said...

Your TV already repaired or not?

Anonymous said...

Go sell your story to Samsung and you can get a Samsung replacement TV!

Anonymous said...

Patrick,
Well I had a similar encounter with my Denon amp. Sent to the authorized service centre, Ho Wong Kee if I'm not mistaken, for months. When I phoned in to enquire, the answers went on like this:-
i. still checking
ii. don't have the part
iii. have to order from S'pore
iv. cannot find in S'pore
v. will try to order from Denon Japan
After waiting for months, I had to pay the postage to have my amp return to me.
When my amp finally arrived, it looked like NOTHING being done at all.
That's the last Denon for me.

Anonymous said...

国阵政府的花费,八成预算花在无效益的政府运作上。而投资未来的教育,人民福祉的医疗每年都在减少。但是政府总开支年年都在增加,这些开支不少都是「买贵」,以及对朋党的「经济恩庇」行为所造成。例如白糖津贴后的价格,竟然比泰国还高,比国际现货价格还高,这津贴到底是津贴谁啊?

Anonymous said...

国阵政府的花费,八成预算花在无效益的政府运作上。而投资未来的教育,人民福祉的医疗每年都在减少。但是政府总开支年年都在增加,这些开支不少都是「买贵」,以及对朋党的「经济恩庇」行为所造成。例如白糖津贴后的价格,竟然比泰国还高,比国际现货价格还高,这津贴到底是津贴谁啊?

Kelvin said...

Hi Patrick, sorry to hear about the TV. The problem with electronics nowadays is that it is not built for repair. The discoloration issue is mainly due to the controller chip on the panel having issues. Most likely there is no possibility of replacing the chip due to it being embedded somewhere in the panel and not reachable.

It is sad, I know, but it's the price we have to pay for cheaper and slimmer consumer devices.

Anonymous said...

Patrick

Wonder why you are not one of the local celebrities that endorse Pensonic. You will get a Pensonic TV if you are one?

Nuffnang