Sony eSupport Customer Service

Calling Sony was a very easy experience, which was surprising since I assumed that it was going to be a long wait. Sony makes dozens of products, so it only seemed reasonable to think that it would take me a while to get to sales support. I also didn’t really know what I needed, so I thought that might make it a bit more complicated. I thought I might still have a warranty on my television, but I wasn’t sure if it was through Sony or Best Buy (where I bought it). I really ultimately needed to talk to someone about the fuzzy screen issues I was having to see what I needed to do next. 

Of course, there are a dozen reasons why people might call Sony, starting with technical support issues. Sony makes so many different electronic items that it is not out of this realm to think that most phone calls are technical issues. After all, mine was as well, but getting through to the virtual assistant and a customer service representative wasn’t that bad despite this fact. There was a tiny bit of misdirection, but in the end, it only took me a minute and a half to get to a hold line and then another five minutes to get to a person. That is really not bad for a technical support question because I have certainly been on wait for much longer. 

When I first called, I was greeted by the Sony support virtual assistant, who promptly asked me why I was calling. I said, “Talk about a warranty,” but it didn’t work. The assistant replied, "Sorry, I didn’t get that. You may ask me about things like the remote doesn’t work.” I tried to say, “I need help with my warranty again,” but the system already seemed to be moving forward, which worked just fine with me. The next thing it said was, “I will connect you to an agent; if you already have a case, please say your case number now. Or say, I don’t have a case.”

It then asked me for my last name and first name and then created a case number complete with a case number that it texted me. I had to wait in the hold line after this for an hour and then talked to someone who had to transfer me once but helped me get the answers that I needed.