看看SONY中国和SONY美国的客服差距！给力啊！

a0ren

事件背景：当我装了Win7 32bit Ultimate版后，Sonic Stage就不能使用MD了。我就此事咨询了SONY中国和美国的客服。

结果很给力。
SONY中国客服，无论在电话中和邮件中都说不清楚也没有解决方案。
SONY美国客服，不厌其烦地解释原因和解决方案。

在看了SONY中国客服的邮件回复后终于一怒直接投诉到SONY国际的CEO和董事会全体成员。
在今天下午14：00左右，SONY中国已经又打电话给我询问情况。我要求惩处
责任人并给出解决方案。

我会持续更新事件进展，及时汇报！


请各位看邮件原文，为保护我的隐私，我将我的邮件地址改为XXXXXX.各位看官见谅。


Dear SONY China service,

Thanks for your reply.
You reply contains nothing about my question and solution.

I call your service line yesterday (Jan 10, 2011), the service staff on the line was haughty and knows nothing about technical and he can not provide any solution. He just repeats check on internet call service call.

Please read carefully the reply (attached) for the same question form SONY USA service. It is more than detail and welcome.

I believe it is a clear sample to show how SONY China Service is not cared the customer and their requirement.
It is in the same company why your have different standard and attitude?
How you can improve the level of customer service? And how you make customer believe?
I get very disappointed through the service experience by SONY China Service. I feel so bad about SONY than ever.

I hope you can give me the reasonable answer and improve the service quality (especially on telephone service).



Best Regards!

Ren Bing



Attachment:

REPLY from SONY USA


Ren,

I'm really sorry to inform you that there are no plans to release SonicStage Software updates for Windows 7 Operating System. The last update was for 32 bit version of Windows Vista Operating System on 12/04/2007. Sony has chosen to move our portable audio products to the more open Windows Media platform. These new players do not use SonicStage Software. This transition happened over the past few years and the Walkmans those used SonicStage Software were stopped from manufacturing.

Thank you for your time.

The Sony Email Response Team
C6EH
William


This message and any attachments are solely for the use of intended recipients and may contain confidential information. If you are not the intended recipient, you are hereby notified that you received this email in error, and that any review, dissemination, distribution or copying of this email and any attachment is strictly prohibited. If you receive this email in error please contact the sender and delete the message and any attachments associated therewith from your computer. Your cooperation in this matter is appreciated.

Original Message Follows:
------------------------

Dear William,

Thanks for your quick response.

I have the next question,
Do you plan to upgarde the Sonic Stage for compatible Windows 7?

If yes when I can get it?
If no , is tha means SONY stop to provied the techincal support for all NET MD compents?

Because the NET Mini disc system for me as a musican is very important tools.
Do you have any ideas what I can use as the MD system in my studio.


Best Regards!

Ren Bing


> Date: Mon, 10 Jan 2011 00:56:36 -0500
> From: support@info.sel.sony.com
> To: XXXXXXXXXXX
> Subject: Re: MZ N10
>
> Ren Bing,
>
> Thank you for contacting Sony Support.
>
> I'm sorry to inform you that the Walkman and SonicStage Software are not compatible with Windows 7 Operating System. Unfortunately, no updates are available for Windows 7 Computers. However, you can transfer the songs from the Walkman to the Computer using analog connection. I have provided a link with the information in this regard:
>
> http://www.kb.sony.com/selfservi ... ?externalId=C278018
>
> Thank you for your time.
>
> The Sony Email Response Team
> C6EH
> William
>
>
> This message and any attachments are solely for the use of intended recipients and may contain confidential information. If you are not the intended recipient, you are hereby notified that you received this email in error, and that any review, dissemination, distribution or copying of this email and any attachment is strictly prohibited. If you receive this email in error please contact the sender and delete the message and any attachments associated therewith from your computer. Your cooperation in this matter is appreciated.
>
>>
> I recently used the new operating system Windows 7 32-bit, Ultimate.
> Connect using Sonic Stage 4.3 with the following issues:
>
> 1. can not find the MD walkman N10 and MDS JE780 desktop MD.
> 2. a lot of songs can not import music library, suggesting that because "the name could not be imported"
>
> I want more than normal use of equipment, how to solve the above problems. Please reply as soon as possible.
>
> Thank you!
>


> From: Customer.Support@sony.com.cn
> To: XXXXXXXXX
> Subject: 关于MZ-N10软件问题的回复（客户号：3213736）
> Date: Mon, 10 Jan 2011 17:23:27 +0800
>
> 尊敬的客户：
>
> 您好！
>
> 这里是索尼互动中心，非常感谢您对索尼产品的垂询。
>
> 有关您在邮件中咨询MZ-N10软件问题的事宜，请详阅以下内容：
>
> 1、目前【SonicStage】软件暂不支持Windows ７操作系统。
>
> 2、对于您之前通过索尼中国顾客咨询热线反映的问题，我处已将相关内容转交相关部门核实，烦请您耐心等待相关部门的答复。
>
> 如需更多帮助，敬请访问索尼（中国）客户服务与支持网站：http://service.sony.com.cn。
>
> 您也可以通过以下方式联络我们，并提供您的客户号，以便我们为您提供更好的服务。
>
> 索尼中国顾客咨询热线： 400 810 9000
>
> 服务时间： 9:00 - 21:00（周一至周六），9:00 - 18:00（周日）
>
> 电子邮箱： ccc@sony.com.cn
>
>
>
>
> 索尼互动中心
> 2011.01.10

听风人

[s:29] [s:29] [s:29] [s:29] [s:29]

realcommand

关键人家工资高

0000000

呵呵

qylr

支持楼主，保持关注

fxxlaobai

关键是你没有这方面的法律  人家不在乎

a0ren

同时在发送邮件当日我将同样的内容也发到SONY德国,今天收到回复,同样是热情洋溢并将具体的解决方案回复给我.

请看邮件原文.

3:33 PM
AlphaReply.sdl@eu.sony.comAlphaReply.sdl@eu.sony.com


Sehr geehrte(r) Hr Ren,

gern nehmen wir uns Ihrer Anfrage in Bezug auf Sonic Stage an.

Das Betriebssystem Windows 7 wird von Sonic Stage nicht unterstützt. Gern geben wir Ihnen unverbindlich einige Hinweise um diese Software dennoch zu installieren. Denken Sie bitte an eine Datensicherung (Systembackup) vor der Installtion.

Beachten Sie bitte die Benutzerkontensteuerung unter Windows 7. Auch hier müssen Sie einige Anwendungen als Administrator ausführen. (Rechtsklick auf die entsprechende Datei).

Eine aktuellere Version von Sonic Stage können Sie auf folgender Seite herunterladen:

<http://support.sony-europe.com/D ... e=odw_de_DE&amp;f=sstage_dl>

Unter Windows 7 haben Sie die M&ouml;glichkeit die Software im Kompatibilit&auml;tsmodus auszuführen.

Weitere Informationen finden Sie auf unserer Supportseite: <http://support.sony-europe.com/r ... te=odw_de_DE&gt;

Wir hoffen, Ihnen mit diesen Informationen weiter geholfen zu haben.

Mit freundlichen Grü&szlig;en

shishi261

强烈要求翻译成中文

a0ren

德国SONY邮件翻译

亲爱的Ren先生，

我们借此对您的询问Sonic Stage有关问题进行回复。
操作系统Windows 7不支持Sonic Stage 。我们高兴地给你一些建议没有义务尚未安装此软件。请想在制作安装前备份（系统备份）。

请参考用户帐户控制在Windows 7同样，你需要以管理员身份运行的一些应用。 （右键单击该文件）。

一个较新版本的Sonic Stage可在下列网站下载：

<http://support.sony-europe.com/D ... _DE&f=sstage_dl>

有了Windows 7，你可以在兼容模式下运行的软件。

欲了解更多信息，请访问我们的支持页面
<http://support.sony-europe.com/repair/index.aspx?site=odw_de_DE>
我们希望有更多使用此信息你。

此致
索尼德国公司
客户信息中心
肯珀广场1
10785柏林
电话：01805/252586 *
传真：01805/252587 *
周一至周五9:00 20:00时钟的时钟之二
*（0,14欧元/分钟，从座机 - 一个0,42欧元/分钟，从移动电话网络最大）

监事会主席：Howard Marsh
总经理：Jeffry van Ede, Serge Foucher, Markus Zumkeller
Rechtsform GmbH, HRB Berlin-Charlottenburg 107677 B

eatstone333

sony客服我去过  就是他们那种授权维修中心  
可以说服务态度差

amanda1221

中国kf只做职务之内的事情，你给他们3000美金一个月，并且告诉他们要努力工作，否则扣工资，他们也会很认真。

美国不加评论。

德国人一直是很认真的，有板有眼，及其有条理。

话说总部希望你去投诉，因为他们有理由扣除这些人的年终奖了，省下一笔钱，他们相当乐意的。

zhangdx66

索尼的售后收费已经相当高了，当时我修磁带机，检查费就100，还不好好干活

hyxyjh

顶一下！！！

Yellowish

其实感觉都差不多都是打浆油，美国人打得稍微好点而已

黑鸟战士

中国人的劣根性。没办法。