Customer Service - when do I learn?

I have a problem with my laptop - it was dropped and not surprisingly there is a problem with it. It is really not as bad as one would think, it only has a few booting problems and freezes more often than it used to (like every 15 minutes rather than every hour or so).
Anyway, I want to get it repaired, so naturally I go to the source - Sony - to get it fixed. After about 5 minutes in the phone queue I get someone to talk to. After giving them all of my contact information (and 5 minutes late) I get to ask my question only to find out that I called the Sony-Mobile Customer Service Unit. Well, I stay calm and dial the number I was given - the Sony Laptop Customer Service Unit. I find myself in a phone tree which can’t seem to understand my accent. I am frustrated, I try to get upset at the phone tree because I heard of a software that can detect angry customers and prioritizes the in the queue.

It did not work. I hang up and call the original number, knowing that it is the wrong number - I just want to talk to someone who can give me a number of the repair service…. It really is not that hard.
The person on the other line asks me EXACTLY the same question I was asked 15 minutes ago. I try to interrupted her to tell her that she really does not have to go through this … MISTAKE:
Sony:
“Are you trying to tell me how I have to do my job”
Me:
“No, not at all - I just have a simple question and I already called - can you please (with begging voice) help me - I am a big Sony fan - I have a vaio, a P5, a walkman, an extra 128 Memory stick - anyway, all I need is a number of the repair center”
Sony:
“Do you have a case number of your call”
Me:
“no”
Sony:
“But you said you called earlier”
Me:
“Yes, but I did not write it down”
Sony:
“How am I supposed to help you if you don’t have a case number”
Me - thinking:
” @#$%^ What is your problem you stupid cow - all I need is a 10 digit number for a repair center!!! @#$%*(%$”
Me saying:
“I am sorry - I should have written it down” (trying to not sound cynical)
Sony:
“I can give you a mailing address and you can just send the computer there with a note about what is wrong”
Me - thinking:
“Are you f…… insane - like I am going to send my beloved laptop to someone without knowing what the do with it - do you even own a computer - who would send their laptop with a notice to a repair center”
Me saying:
“I think I would rather talk to them before I send them my laptop”
Sony:
“Well, you have to make a decision …..”
I HANG UP - no more comment. it was not going well …

I am frustrated - 25 minutes on the phone for NOTHING!

I turn to the Internet, maybe I should have done this in the first place …
Exactly 2 minutes later I found the page on Sony’s site fro repairs. I can submit a repair request online - it costs $267 and takes 5 days. How easy could this have been?
When will I finally learn that the internet is really useful and for more than ordering books, wasting time and reading movie reviews …

April 1, 2003 | Filed Under Thoughts 

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