Sony, Your customer support sucks

p@mast3rs wrote on 12/15/2007, 9:28 AM

So, system crashes and I reinstall OS and Vegas 8. I goto activate and get an error. Try again and then I am prompted to the tech support page for alternative activation. Only problem is, its past the weeknight support hours. I check the available hours and see that Saturday is available. So I figure, no problem, Ill do it tomorrow (today).

So I wait all morning long so I can finish a project due Monday, go to tech support only to find out I have to download Java in order to use live support activation. No prob, I install it. Go back to tech support center only to be met with Different hours in a pop up box than what is listed on the tech page. So now they are closed on saturdays? WTF?

So thank you Sony for nothing. Your tech support sucks majority not to mention you have once again prevented a PAYING CUSTOMER from using the software they paid for while those pirates you try to prevent using your software with this BULLSHIT DRM scheme get to use it with no problems at all.

I am just so freaking done with Sony. Your support hours are ridiculous as it is but then they aren't even right. This will be the last project you cost me. Its a shame too as I have made many friends here on the forum and hate to say goodbye but way it goes.

I wish everyone else the best of luck with future endeavors except Sony which for all I care can go to HELL.

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Comments

[r]Evolution wrote on 12/16/2007, 10:18 AM

I'm NOT leaving Vegas... but I definitely agree that Sony Support SUX!

After dealing with them multiple times regarding my Upgrade Package that came without a S/N or Docs... I finally got a supervisor that could/would do something about it.

On my final call I had the hardest time understanding the Cust. Rep because of a Language & Communication barrier. I was so pissed off and frustrated that I returned my Upgrade Package for a full refund and bought from TigerDirect. Which coincidentally saved me $50.

The best support I've found is here on the Forums.

p@mast3rs wrote on 12/16/2007, 10:21 AM

"The best support I've found is here on the Forums."

I totally agree but unfortunately, forum members cant do anything about activation issues.

Sol M. wrote on 12/16/2007, 10:56 AM

Yep, I definitely have to agree. For someone who has been in the same situation as Patrick, I can fully relate.

What makes the situation with Sony so bad is they give you a double whammy.

First, they require activation, which I've had problems with on several occasions.

Second, when the activation process fails, we are forced to call Sony support which is not always possible (closed on weekends), or practical (I had to call international when I was traveling abroad, as I could only find a US domestic phone number for Sony support at the time).

Whether it's from a unexpected system crash, or a maintenance reformat of the computer, it's crazy that we are being punished by the software maker, whom we paid in full for their product, for something that was either completely out of our hands (unexpected crash) or because of proper and regular care of our system (maintenance reformat). (of course, a maintenance reformat should never be performed while in the middle of a project, but that still leaves the ever-present possibility of an unexpected system crash)

The thing that most scares me about requiring activation is what JohnnyRoy touched upon. What if the software we depend on is discontinued (company closes shop) or is sold to someone else (who uses a different system)? The next time you need to install your program, you're nearly completely out of luck! It's only now that I realize that I'm really only "renting" the software I thought I bought that requires activation. They can decide just how long I can use the software for. Lame.

farss wrote on 12/16/2007, 11:59 AM

Yes it isn't good but read any EULA, you have a licence to use the software just like you have a licence to drive a car. Both can be cancelled.

Bob.

Coursedesign wrote on 12/16/2007, 12:08 PM

I'd take Sony, where the problem can at least be fixed after the weekend, over a company that charges you thousands of dollars for its software and it's all dependent on a dongle that uses low-reliability flash memory.

I've always found Adobe's support to be helpful, even in less common situations. Last year I needed to reinstall my CS2 Suite, and it told me to insert the software disk I was upgrading from, which was a CS Suite. Then that told me to insert the disk this had been upgraded from, which was Photoshop 7. Did that and was told to now insert the disk I had upgraded that from, which was Photoshop 4.

Instant problem, because I couldn't find my PS4 disk, or rather I knew where it was, which happened to be at the bottom of the far corner of an 8x8x8 foot cube of things in storage. No getting to that without at least 5-6 hours of hard labor.

So I called Adobe, and they gave me a secret password to enable my upgrade.

Still, I can't depend on one computer always being available, for a number of reasons.

So I have double equipment for most key software and hardware I use in production and post production, and it has saved me perspiration many times already.