How long to get an answer from Sony Tech Sup?

Jon3 wrote on 6/11/2005, 7:16 AM

I entered a case a week ago, and I haven't heard anything back yet.

I bought a copy of Movie Studio, and it kept complaining about not having DX8.1 installed, when I have 9.0c installed and working just fine.

Eventually I found a workaround on my own, by installing the demo and entered my registration code.

I don't know how much more actually comes on the CD than in the freebie demo version, even when unlocked.

I also can't install the DVD architect, as I think my cd actually has bad sectors on it (it can't read main.cab when I try to install architect).

I'm a little annoyed. I mean, I paid for it, I think a week turnaround is really pushing the limit where you can still call it 'service'.

Comments

Jon3 wrote on 6/11/2005, 7:43 AM

A nifty person on another forum linked me to the DVD Architect Studio trial download page. I'm all set!

Still, I'm kind of worried what will happen when I need tech support from Sony itself.

epirb wrote on 6/11/2005, 8:35 AM
Dont be discouraged, I agree that a week is a long time, but the one thing I will say about the support team is you get a real person from Sony that knows there stuff. Not a farmed out tech supprt person that is reading from a manual or computerized solution form.
They do answer every inquiry, and have always helped me find a solution to my problem or at the very least an explaination of why if its a known issue.
you may want to resubmitted your inquiry with a foot note of when you originaly sent it, just in case they some how did not get it.
B.Verlik wrote on 6/11/2005, 1:59 PM
My feeling is, don't wait for Sony because they're already waiting for us to fix your problem. Some people here praise Sony no matter what, but I've always felt that the way they handle customers in E-mails, was very condescending.
Spot|DSE wrote on 6/11/2005, 2:05 PM
Steve, I'm certain that the director of Sony's customer service/tech support would like to know that. He's a great guy and is pretty proud of their record. He took over from someone who was very much into trying new things as well. I'm sure they screw up from time to time, but I'd be a bit surprised if they were intentionally condescending.
but based on the number of recent comments, it would suggest the customer service resources are pretty taxed.
Drop a note to the head of customer service. If you just send it from
http://www.sonymediasoftware.com/corporate/contact.asp?id=1
he'll get it. (this isn't the tech support email, just a fast way to get a message thru)
Liam_Vegas wrote on 6/11/2005, 2:19 PM
The other idea is actually to call up. With V6 at least you do get 60 (or 90 days... can't remember) phone support for free. I've only used this once (recently) and the help I got was fantastic.
Spot|DSE wrote on 6/11/2005, 2:21 PM
But it's so easy to overlook the obvious! :-)
(I didn't think of the phone call, duh!)
rmack350 wrote on 6/11/2005, 9:15 PM
I sent in a couple of questions and they took a couple of weeks to get back. They're swamped, it seems.

Rob Mack