Appalling support from Sony

trevorjharris wrote on 1/16/2013, 1:31 PM
At the end of November last year I submited 2 problems to Sony Support. It took over a month for them to reply with the same general prepared stock reply for common problems with DVA Pro. I replied explaing why the stock answers were totally irrelevant. I have just got back another 2 replies with the same stock answers.

It is quite clear that support is not even reading the problems or replies submitted.

This is clearly an issue for sony in that if they don't even read bug reports there is no way they will be able to fix them.

Does any one know how I can contact a competent person at Technical Support.
Can anyone tell me who is incharge of Technical Support so I can atleast complain.


Comments

vkmast wrote on 1/16/2013, 4:05 PM
trevor,
your experience with tech support is not uncommon.

http://www.sonycreativesoftware.com/corporate/
drvideo wrote on 1/22/2013, 10:31 AM
I must agree with the post; it appears that since Sound Forge became Sony, consideration for the user has fallen by the wayside. I have had an ongoing issue with DVD A since 2011 and tech support basically blew me off. I have since migrated to Adobe Production bundle; Adobe takes their customers seriously.
PeterDuke wrote on 1/23/2013, 5:15 PM
The problem seems to be that in the contact list there is no item for bug reports.

If you contact technical support they will try to tell you how to drive the software, with the basic premise that the problem arises from your ignorance.

I presume if you contact product suggestions they will treat it as such, with a machine generated thank you and then stoney silence.

Unfortunately SCS is not alone in this. I have contacted other companies about bugs in their software. Although they often respond quickly, I can't get them to try out a simple test that should demonstrate the problem. Instead they go on and on with stock answers and in later replies tell me to try things that I have responded to in earlier submissions.
MSmart wrote on 1/23/2013, 7:45 PM
After going back and forth via email with a tech support person and not getting anywhere, I called the Customer Services number and spoke to a live person who, while not immediately, was able to help me. Give it a try, YMMV.
Lowell F wrote on 2/3/2013, 3:18 PM
I have a very similar experience and this is an important consideration as I move forward with evaluating editing tools & DVD authoring.