Sony Music's customer support experience

Hi,
I just had an experience of Sony Music's customer support and I would say it was bit slow but consistent, always heading towards the solution, till I finally I got the resolution. Although the issue was small, I am glad to be listened to and have the problem solved.

Interested in what was the issue? Here is a log of my conversation with the support team in reverse chronological order (some details truncated for sake of privacy of the persons involved):

Hi,

I got the defective album replaced today and I was provided with a new package. The whole process took less than half a minute including my total time in the shop! I am finally able to enjoy whole value of my purchase. :-)

I am thankful to Sony Music for hearing up to me and providing the solution. The resolution reflects that Sony Music has a great support team. All the best!

Regards,
Akashdeep

On Fri, Oct 14, 2011 at 12:00 PM, <north.salesteam@sonymusic.com> wrote:

Dear Sir,

You can get your defective CD replaced from our dealer-store which is
located in Chandigarh. The address is mentioned below:

CHANDIGARH MUSIC CENTER
SCF 43, SECTOR -18 D,
CHANDIGARH

Contact Person : Mr. Ashok Gupta
Contact Number : 0172-5009037 / 0172-2549976

Pls. carry along the defective CD and the invoice.

Regards
Virendra Singh Bhati
08882xxxx2
________________________________________________________________________
_____________________
-----Original Message-----
From: support, customer, Sales
Sent: Thursday, October 13, 2011 2:11 PM
To: Rajput, Balwant, Sony Music
Subject: FW: Defective album | Seek replacement

Hi Balwant

Please do the needful the party is in Punjab and keep us in loop.

Regards

Rekha



-----Original Message-----
From: Akashdeep [mailto:akash.akashdeepsingh@gmail.com]
Sent: Wednesday, October 12, 2011 11:56 AM
To: support, customer, Sales
Subject: RE: Defective album | Seek replacement

Hi,

I am located at Sector xx, SAS Nagar, Mohali, Punjab.

Again, thanks for looking into the issue.

Regards,
Akashdeep

Sent from my Nokia phone
-----Original Message-----
From: customer.support@sonymusic.com
Sent:  12/10/2011 11:43:59 am
Subject:  RE: Defective album | Seek replacement

Hi

Where are you located.

Regards

Sony Music



-----Original Message-----
From: Akashdeep [mailto:xxxxx.xxxxxxxx@gmail.com]
Sent: Tuesday, October 11, 2011 2:28 PM
To: support, customer, Sales
Subject: RE: Defective album | Seek replacement

Hi,

Thanks for the response.

I went to the store in Phase xxx from where I purchsed the album.
Unfortunately, the store has been shut down.

Please guide further. I am willing to pay for return postage to an
address of your preferance.

Regards,
Akashdeep

Sent from my Nokia phone
-----Original Message-----
From: customer.support@sonymusic.com
Sent:  11/10/2011 12:53:55 pm
Subject:  RE: Defective album | Seek replacement

Hi Akashdeep

Sorry for the inconvenience cause to you. You can go to the store from
the place you have purchased along with the invoice and ask for the
replacement of the same.

Thanks & regards

Customer Support

Sony Music Entertainment India Pvt Ltd

______________________________ __

From: Akashdeep Singh [mailto: xxxx.xxxxxxxx@gmail.com]
Sent: Thursday, October 06, 2011 3:03 PM
To: support, customer, Sales
Subject: Defective album | Seek replacement

Hi,

I bought a Sony Music album "Soulful Sufi" bearing the number "88697
54681 2" on the edge. The package bears a bar code that carries the
number "86975 46812".

When I played the CD labeled Disc 1, the same did not contain the songs
as listed on the leaflet but a movie "Space Buddies" instead of the Sufi
Songs as listed. The Disc 2 is however good.

I demand an immediate replacement of the defective product and await
instructions for obtaining the replacement.

Thanks
--
Akashdeep Singh

So, seems like I will be purchasing a lot more music from Sony Music :-)

See ya!