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< Esato Forum Index > Sony Ericsson / Sony > Symbian phones > Wow.SE Customer Support is Just Terrible. Bookmark topic

I know it's been said many times before, but the SE telephone customer support is absolutely useless. I can't get the Update Service to work, so I called them up.

First, they told me that "the service might be being upgraded". That's almost certainly their standard way of getting you off the phone.

Then they told me that it was a website issue, and their techs had no access to the web techs. I explained that it was not a website issue since the website had properly allowed me to download the installer, and now it was an issue between the installer and the phone.

At that point, she fell back on the standard "well, you can only arrange to send it in for service and that takes up to 21 business days".

Then silence for a good long time. What a useless service.

FYI, the update installer goes through all the steps of running the install, and claims to finish, but the firmware is not upgraded at all. I've got a 162003/3, and it's back on R1AO4. I had a P800 and one of the main reasons I bought a P900 was to be able to upgrade without sending the phone in for service.

Oh well. SE won't sell me another phone unless people start singing a different tune about the customer service. (Can you imagine how stupid a company needs to be to tick off a customer who bought a P800 and a P900 in addition to the three other Ericsson phones I've got?)
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Posted: 2004-04-06 19:43:47
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It's not only SE you know but maybe we can help you instead. What is the problem ?
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Posted: 2004-04-06 19:51:52
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I know it's not just SE. They don't even try at all though, which is really frustrating, esp. for an early-adopter. Compare with IBM, which has superlative customer service. (Too bad they don't make phones).

Anyway, the problem is that the installer runs, but never accesses the phone. Then the installer just claims to be done, and asks me to confirm. Then it closes. The phone is the same, and my PC now has some Java runtime files and and uninstaller .exe and some log and .tmp files.

That's it.
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Posted: 2004-04-06 19:57:04
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Try plugging your Cradle into a different USB slot.
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Posted: 2004-04-06 19:58:17
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Question for you. Since when has customer service ever been good? Isn't that why you come here? This message was posted from a T616
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Posted: 2004-04-06 19:59:37
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well i just wan't to say that se support is different in other countries, i'm very satisfied with customer support in slovenia, i never waited for anything the phone was repaired in 3 days top or it was replaced immedietly.... and of course they are friendly....
anyway i'm very happy with them....
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Posted: 2004-04-06 19:59:47
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Ok I never tryed a P900 update because I don't have one but here is a idea

- any firewall or antivirus that could block any communications or access ?
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Posted: 2004-04-06 20:28:09
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Quote:
On 2004-04-06 19:57:04, Sunchild wrote:
I know it's not just SE. They don't even try at all though, which is really frustrating, esp. for an early-adopter. Compare with IBM, which has superlative customer service. (Too bad they don't make phones).


I have an answer to that. It's probably because the level of support that you talk to actually no nothing. I think I can confidently state that I can troubleshoot errors with at least 80% more accuracy then they can. This comes from personal experiences I've had in the past few years with these reps. You must keep in mind that the cust- service reps are not the engineers that actually perform the R&D work on these phones. Their wealth of knowledge does not extend beyond what is made available to them. Moreover, the plp you are reaching are more likely in a remote area where they are not exposed to any of the intricacies of the phones at all. You probably have a better chance using the SE online knowledge base system then to talk to any rep.
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Posted: 2004-04-06 20:38:17
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OK, but I still think it's wrong that they are so unhelpful. It's a decision that every company faces. There are no excuses either. If you call IBM with a problem, they will spend lots of time troubleshooting it. They have amazing access to technical information about the products and are obviously trained very well. Their reps are polite, hard working and creative in their solutions. Most importantly, if they can't figure it out, they have the authority to say: "we're sending you a fixed one; just drop yours into the box we send when you get a minute." That's how it should be. And IBM is not a mom and pop operation.
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Posted: 2004-04-06 21:11:27
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