Topic: A customer service experience SONY Vs Apple (Read 526 times)
Good to see apple has a conscious and still manages to have more money in the bank than the US government.
A few months back I got my son an iPad for school. He asked me if he could download a game so I put my credit card info in the iPad ..... Can you see where this is leading 
My son is one who would rather beg forgiveness than ask for permission. He blew £170 in a day. I contacted Apple in a state of panic. They directed me to a website to log the story. i was contacted by Email and was asked for dates of when the downloads took place etc. Next day I got an email. The full amount had been paid back into my account.
Today, the ex missus phones me up in a flap. She bought my youngest son a game for easter but they downloaded the psp one by mistake. Wrong format. Her head is wrecked because his gift is ruined and he's in tears. I phone SONY and they said its a no refund policy bla bla. I asked to speak to the manager and got a call back.
The customer service standards of the people I spoke to at SONY was top notch. Very courteous and professional but they stood by their policy. They were completely sympathetic and knew it was a genuine oversight but they couldn't even let him redownload the correct format of the game. I think it stinks because it would be easy to deactivate games like they do with PC software after 30 days. And what's £20 to SONY I ask you?
Apple had the same policy but waived it as a goodwill gesture for a lot more money too.
Just thought I'd share the experiences
My son is one who would rather beg forgiveness than ask for permission. He blew £170 in a day. I contacted Apple in a state of panic. They directed me to a website to log the story. i was contacted by Email and was asked for dates of when the downloads took place etc. Next day I got an email. The full amount had been paid back into my account.Today, the ex missus phones me up in a flap. She bought my youngest son a game for easter but they downloaded the psp one by mistake. Wrong format. Her head is wrecked because his gift is ruined and he's in tears. I phone SONY and they said its a no refund policy bla bla. I asked to speak to the manager and got a call back.
The customer service standards of the people I spoke to at SONY was top notch. Very courteous and professional but they stood by their policy. They were completely sympathetic and knew it was a genuine oversight but they couldn't even let him redownload the correct format of the game. I think it stinks because it would be easy to deactivate games like they do with PC software after 30 days. And what's £20 to SONY I ask you?
Apple had the same policy but waived it as a goodwill gesture for a lot more money too.
Just thought I'd share the experiences
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