Originally Posted by burkeydvm
That is really great that Sony has reps paying attention to forums like this! And that they care and want to see if they can make it right is awesome. Satisfied customers mean repeat business(++++).
It's amazing to me that many companies do not value customer loyalty. They figure because there are so many potential consumers out there that it's cheaper to lure new consumers in than to take care of customer issues. This is completely shortsighted, as loyal customers buy repeatedly as well as communicate their experiences to their friends, who are then more likely to buy based on recommendations. Such a customer is worth more than all the advertising in the world.
suggests a reciprocal relationship. To me its seems many companies engage in customer handling
, which is in-equal, top-down, and altogether different. People aren't stupid, and eventually they wake up and take their business elsewhere.
The computer company that I bought my PC from, who then treated me (and other owners of the same device) in a thoughtless manner, used to be a company known for its technicians and engineering. Then some rapacious types took over, and turned it into a consumer mill, firing their technical support teams. It shows.
Sony is rebuilding its company, reasserting its reputation for quality and innovation in the face of competition from China and Korea. A certain amount of manufacturing (not all) for Japanese firms has shifted to those countries, but design, engineering, stringent quality control and taking care of its customers, have their own allure. I recall reading recently how important customer care was to Sony's new CEO in his roadmap for the future.
I wish them luck.
I should add that there are many Chinese companies who also value their customers and quality, Lenovo being
one. Lenovo built IBM's Thinkpads before becoming an independent company, and they have maintained their
quality and excellent customer support throughout.
And fie upon that unnamed computer company!