Sony Ericsson / Sony : Software, Firmware and Drivers : The letter I sent to SE CEOs about firmware - Incident closed! Solution!
>
New Topic
>
Reply<
Esato Forum Index
>
Sony Ericsson / Sony >
Software, Firmware and Drivers
> The letter I sent to SE CEOs about firmware - Incident closed! Solution!
Bookmark topic
Quote:
On 2005-11-05 03:25:58, Dan_Aykroyd wrote:
Well well well... today was the day
Was going to the office (bank) to work, got called on my cell by a nice girl who told me wanted to meet me to get to know each other (?) a little... where I said? Sony Ericsson headquarters (Argentina)... well, it was far from where I was, but she told me "don't worry, we'll send you a driver to pick you up, then send you back to where you have to go with him to"... and so it happened; he came to pick me up, took me there. Well... there I met with the girl (some product manager or something) but wasn't 'techy', then the men came. That 'Guillermo' I told you about before... he is the CEO / Manager of latin america tech coordination or something along those lines. We talked... FINALLY, I talked to a pro... you don't imagine the feeling of ACTUALLY talking to someone (like we in the forum) that REALLY understand the phone working, the firmware, the bugs, etc etc; not only a front desk who only types down what SHE thinks the problem is.
We had an informal talk, told him of the bugs I found, WE found (the forum), then he gave me a personal card to send him the issues so he can update in the bulletin to be checked by the programmers in USA. Told me they didn't know about the problem, they REALLY relied on me to know which was working, to know the bugs, since the couldn't test the phone for it was rushed to a launch date.
My letter (high quality, I must say
) really moved something; I felt great being really helpfull and "important" for a while.
Well... after this, the gave me a brand new phone, changed the sim, a nice hard-case (metal) of the W800 and... a gift; an HBH-600 bluetooth set brand new; valued in 100 USD... so I was "wow...". Then we said goodbye, and the driver took me all the way to downtown back to the office.
So I must say it was some great experience... feeling, at least, and at once, really being taked care of. It was really good, and the first time it ever happened to me. So now, Sony made a new lifetime client.
As an add-on, they also told me a lot of people complain about phones, but that the errors are most of the time from their part (users), and that besides, being this a high-end marketed phone, they DO take care of the customers. Plus, my letter was very good
and I talked at the same level as him, like if I was an engineer (which actually I'm studying
)
Also, the service centers doesn't have the previous versions of the firmware; only they (SE) has them. So, he told me "we could reflash your phone back but... we'd rather give you a new one"
Hope I helped with this description, and give it a try... you may get some really good service in the process.
EDIT: I even squeezed in some words that made me look good like "firmware, R1L002, R1N035, card reader, IMEI, and such"!
[ This Message was edited by: Dan_Aykroyd on 2005-11-05 02:50 ]
2 words...
Yeah right
--
Posted: 2005-11-11 00:37:26
Edit :
Quote
@Yze:
Yes, totally! And I'll add... "I'm glad you upgraded your phone to R1NXXXX FOOL!"
Now enjoy a brand new multimedia enabled paperweight b*tch!"
LOL
--
Posted: 2005-11-11 01:01:58
Edit :
Quote
I belive you..
Yo te creo.
--
Posted: 2005-11-11 01:39:50
Edit :
Quote
I believe you - it was a well thought out letter that explained exactly the problems, with just the right amount of assertiveness.
Well done!
Basically, sometime if you want something you have to reach the individual behind the desk. You can't always do it, but it's always worth a try. And a well worded letter is respected by most people and is more likely to get handed up the line too.
--
Posted: 2005-11-11 11:41:27
Edit :
Quote
When you say:
«Incident closed - Solution»
You're totally misleading people.
There is no solution for R1N035, bugs are still there.
I would change it to: «Incident closed - They bought my happiness»
--
Posted: 2005-11-11 12:26:21
Edit :
Quote
Well... no! Because it wasn't about R1N035... It refers to my particular case, where I sent the letter...
--
Posted: 2005-11-11 23:32:48
Edit :
Quote
Dan Aykroyd
Hola W800i collega!
Wish i had your luck!
I got my W800i back from "repair" 12 days ago and off course they did not put R1L002 in my phone. And the company that performs the repairs here says that they can´t get a hold of the R1L002 becauseSE won´t let them use it.
Anyway SE haven´t bothered to answer me. So today i wrote a even longer mail to one of the highest CEO:s at SE. Maybe my mail will not reach him. And if i don´t get an answer this time i´m going to contact our comsumer organisation here i Sweden and seek some advise. I´m soooo p*ssed of now! That they won´t even bother themselves to answer. No respect for the consumers!
[ This Message was edited by: fullforce on 2005-11-15 00:35 ]
--
Posted: 2005-11-15 01:31:30
Edit :
Quote
Well... first of all, I wish you good luck!
Second, you still confirm what the manager told me; that repair points doesn't have access to older versions of firmaware (this was also told to me when I took it there before) and that only them (SE) do have it.
Keep up updated with its development!
--
Posted: 2005-11-15 02:07:45
Edit :
Quote
Yepp.
Will update when i hear something. One would think that they would offer customers to get the old firmware just to calm them down! Even if that could mean or be interpreted that SE is admitting that they have f*cked up when they released their newer firmware.
--
Posted: 2005-11-15 02:18:54
Edit :
Quote
Yeah... or we can hope that they release a new version... (not that I'm 100% sure I'll upgrade, but...)
But I don't know, maybe with the w900, w600, j???, etc. it'll be delayed a little bit more...?
I can't believe that they don't give a damn about phones not working!
--
Posted: 2005-11-15 03:04:52
Edit :
Quote
New Topic
Reply
