Capt. Mondo's World o' Mondo-ness

Why I Am Pissed with The Sony Store
On Tuesday I went to The Sony Store (which, for those who don't know, is a chain of such stores) wanting to buy a new TV, VCR and stand, and have it delivered and set up for my Mother at her nursing home. I knew I'd be paying a premium for the goods, but I expected better-than-average-service.

Now I know better. Sony products are excellent, but don't buy them from their stores. Here's my tale:

I went to the Sony Store in Hillcrest Mall in Richmond Hill. It was closest to where my Mother now resides in Aurora. Within 5 minutes I knew what I wanted to get: a 24" Wega (KV24FS100), a TV Stand (SU-24FV300) and VCR (SLVN77), all of which I was willing to slap down a total of $1,200 for. I explained the situation to the sales person, asking to have it delivered and set up in the nursing home on my Mother's behalf.

I put down a deposit on the goods, and explained that I would head to a branch of my bank to ensure I could cover off the balance. Since I lived in the city, I asked whether or not I could call in later to tell them to go ahead with the rest of the charge. For obvious reasons, I explained, I did not want to travel all the way back to Richmond Hill to finalize the deal in person. I was told this wouldn't be a problem. On the way home, I stop off at a Royal Bank and deposited a cheque with sufficient funds to cover the transaction on the credit card in full.

The next morning I call the store in Richmond Hill. Am told that, um, they do, after all, need my card impression and my signature again. Am told that this is standard practice when it comes to electronics purchases, and that it is ultimately for my own security. Nevermind that this was exactly what I wanted to avoid, and was told yesterday would not be necessary for me to have to do.

To his credit, the guy who I bought the TV from offers to drive down to Toronto in order to get my credit card impression again. I know that there is a Sony Store in the Eaton Centre, and suggest maybe instead I go there and make the final payment there instead. There's some things I'd like to do in that area anyways, and I am told that I should be able to make the final payment through there.

I arrive at the Toronto store. I explain the situation to the first clerk I meet. I am immediately told that they can't help me. I've got the receipt with the down-payment info, my credit card and me willing to pay for $1,200's worth of electronic goods on the spot. I am told that they do not have a central tracking mechanism for sales and cannot process my order. I am told I could cancel the order and do it all through the Toronto store, but I did want to do that because of the detailed instructions I had already given to the guy about how and where things should be setup. Somebody there tries to salvage things, but then inexplicably puts me on the phone to the Richmond Hill store. Why do I want to talk to them? Should these guys be figuring it out for themselves? In the end I give up, disbelieving that nobody at the Toronto store could help me out.

I consider canceling the order entirely. I've been lied to twice now: that I wouldn't have to come in and sign on my credit card, and that the Toronto store could help process the transaction. I am not a happy customer. The only reason why I don't is that the competition seems even more clueless: I get on the phone with two FutureShop (which has all of the goods I want for about $100 less than what The Sony Store is asking), stores, but the people I talk to seem even more clueless than their Sony counterparts.

In the end, I decide to bite the bullet and head all the way back to Richmond Hill on Friday, effectively taking another day off in order to see this through.

I get there, I pay for everything -- all a silly formality, since by this time they have already charged my card and I am told the set is being delivered as I sign my name on the slip -- at least something was done right. The salesperson tells me his manager is not happy with the people at the Toronto store, as they have had people pay for goods there in the past. I not happy either, but that doesn’t seem to matter much.

In the end I leave the store, and at no time does anybody ask whether or not I am satisfied, or is there any offer to make things up to me. After all I’ve gone through, I can’t say I can ever recommend shopping at The Sony Store ever again.

(Subsequently, when visiting my Mother at the nursing home the next day, I was pleased to see that everything was set up properly. I can understand that a mistake was likely made by the original sale rep with regard to me supposedly not having to come back to the store in order to pay for the rest of the goods in person, but what happened at the Toronto can't be right.)

Am sending a copy of this complaint to Sony Canada's head office to see what they have to say...