Sony Customer Service PANNED!

A mere two weeks before giving birth to my first daughter I found myself doing the touchdown dance in the aisles of Babies R Us. After spending years as a nanny relying on substandard baby monitors, I thought I’d hit the jackpot. The Hubster was equally gleeful about my find. At last, after an 8 1/2 month long buying frenzy, a name he recognized! We both felt Sony was a quality brand that could be trusted.

When Mira was born the Sony baby monitor became my midnight life line, one that soon began speaking alien to me. “Wicky wicky waannnaaaaaahhh wicky wicky!” I’d tap the antenna and it would fall back to silence. The one feature that really tickled us was the positionable antenna — with just the tiniest adjustment we could be back in business. Well, that’s what we had hoped. After several nights the odd noises converted into an ear piercing “Emergency Broadcast System” caliber squawk and we noticed the antenna was not properly connected to the base. I immediately called Sony for help.

I literally spent HOURS on hold. When I finally reached a human, they were not even aware that Sony produced baby monitors and went so far as to argue with me. I demanded to speak to a supervisor and was placed back on hold for over 30 minutes. By the time the supervisor picked up the line, flames were surely shooting out of my eyes. My tongue was no less dangerous and as I sliced through my words, he made short work of me, promising that a “specialist” would return my call.

Several days later the “specialist” did call and suggested that we purchase another monitor — another Sony monitor. When I asked for him to repair or replace ours, he told us that we must have tampered with it and that they would not replace or repair a product that had been tampered with. Basically we got “Nanny nanny boo boo! We’re a big bad company and what are lil’ ole you going to do about it?” So this is what I do. I spread the word. Anyone who will lend me their ears now knows why I take great pains to avoid the Sony brand.

Three separate people representing the Sony company had the opportunity to get it right. One wanted to argue, another just wanted to get rid of me and the third chewed me up and spit me out. Thanks for providing me the opportunity to launch a loogey back in their general direction. I hope no one here ever has to deal with their customer disservice department.

~Erin