September 04, 2008

Customer Service You Can Only Wish For

I had bought a Playstation 3 last year and it was working well until 2 weeks back when it went broke. My wife was very happy though to see the back of it. I knew that there was a manufacturer warranty of 1 one year, but wasn’t sure when did I buy it nor was I able to dig out the bill. Since I also brought a GAME reward card at the same time, was wondering if I should call up GAME to see if they can help me in getting a duplicate invoice.

I didn’t do anything for a week, just moaning that my PS3 has become another junk which just took space at home. But finally decided to do something and did some research on the net. There were lots of people who had the same problem with their PS3, especially the 60 GB model which I also owned, but there wasn’t any good reference as to how to go about it except taking back the console to the dealer with the original bill and get a replacement.

I decided to just browse through the Sony website, initially found it hard to navigate through the site, and couldn’t find what I was looking for. Eventually, found the page I was looking for with the hotline number for PS3. I didn’t have much hope because I didn’t have the bill and wasn’t even sure if it was brought within a year or not, but anyways, gave them a call.

I explained to the guy what the problem was and he asked few details like where I bought it, make number, et al, and he asked me if I will be available at home the day after to collect the replacement. The call took about 5 minutes.

I was stunned!!

I have had my fair share of problems with gadgets and others, but have never experienced anything like this. It always takes ages to get through to someone in the customer service and takes a millennium to get the thing repaired or replaced. Also it is always I who have to take the equipment to the service centre which will be in another planet.

My initial thought was, is this some kind of a joke. It reminded me of Real Hustle and the slogan “if it is too good to be true? it probably is”. I checked, re-checked the number which I called but it was a genuine one.

I decided to play along and bang the day after, the courier guy came with the replacement console, opened the box in the front of me, gave me the console and took back my old console. The console is working fine (for the time being!)

For a change, this was a pleasant surprise and I only wish this is true for every other customer service department around.

If you are complaining that I haven’t mentioned the hotline number here, I am not as good as Sony service centre.

Thoughts of Vasanth | Permanent Link | Comments (0)
It's you who matter most

January 12, 2008

Award

Only in India people demand and ask (not) for awards. That's not the surprising part, but it is the awarding to the one it was demanded for?

Why don't I demand bharat ratna for Super Stat Rajinikanth, why you might ask?, it is just to increase my hits from google.

Thoughts of Vasanth | Permanent Link | Comments (0)
It's you who matter most