Allergyboy

Customer service is key. Be it in a restaurant, clothing or repair shop, etc…, friendly and competent service makes a world of difference. Horrible service, however, deserves the wrath of hell. The only thing more unappetizing than a rude waiter would be a cockroach doing the backstroke across your soup bowl. And isn’t it exhasperrating when an attendant at a computer shop doesn’t even seem to know what a mouse is, and will not be bothered to even check if they have it in stock.

Customer: Meron ba kayong mou…
Attendant: Wala. (and keeps his eyes glued to the solitaire game playing on his PC screen)

A certain computer shop near Greenbelt that I used to go to had extremely horrible service. The gods eventually punished them and turned the shop into a 7-11.

Now, in certain situations where the service is horribly bad, I do believe that the consumer should exercise his or her right and complain to the appropriate person, or perhaps write a letter to a newspaper columnist if the complaint is not addressed (ofcourse responsible journalism will entail that both sides should be reviewed). Or better yet, you can blog about it! I do believe that the keyboard and an internet connection are mightier than the pen.

We’ve all heard complaints like these. Many of them can actually be quite damaging to certain businesses who don’t believe that customer service is crucial. So, don’t underestimate your voice people. Elle Woods, the surprisingly perspicacious and overly pink heroine of Legally Blonde fame, once said: "One honest voice is more powerful than a crowd’s."

But then, on the other hand, what of establishments that offer good service? Should we just smile and give the attendants generous tips? No. I believe in fairness. If you are to voice out complaints against those who serve poorly, then the excellent members of the service industry should be commended as well. Affirmation has its intrinsic rewards and can often motivate in ways that monetary compensation can not. Which leads me to the purpose of this blog entry: Sony Philippines, I commend you for your SOLID service. SOLID. AS IN. Make a fist, raise your arm forehead level, and lightly tap fist to forehead repeatedly, and emphatically say: SOOOLLIIID!

The Sony product repair service is handled by the Solid Electronics Corporation. Hence, my choice of the world SOLID to describe the service. Branches are located anywhere in Luzon, Visayas and Mindanao. For repair concerns for those in Metro Manila, one can call 02 8787600. This is the number for Sony’s Customer Contact Center.

Yesterday, I discovered that my ever so precious and compact Sony digital camcorder was broken! Being a gadget lover, I was utterly dismayed. I’ve had PC’s repaired before and they sometimes took months! So I called the Sony customer contact center and was immediately connected to a Sony customer contact agent who was both FRIENDLY and, more importantly, COMPETENT. She asked for my name and location, the nature of my problem and immediately gave me the address and contact information of the nearest Sony service station. First of all, I was amazed that someone actually answered the phone, let alone the fact that I talked to a service agent who gave me the information I needed without even asking for it. That is how jaded, and disappointed I am at the sorry state of customer service in this country. I hung up feeling a glimmer of hope rising from within me. My camcorder will be fixed! So I drive on over to the nearest Sony service center. Upon entering, the guard directs me to the area where broken items are placed for repair. I place it down the counter, am given a number and am asked to wait to be called. The place was clean, airconditioned and had ample cushioned seating. So far so good. After just a short while, I was called. I did not have to wait long, but then there were not much people so I don’t know how the situation would be like on a busy day. I am greeted by an attendant. Asked about the nature of the problem and was told to demonstrate said problem. I was then asked to fill up a form, then the attendant explained the service terms. She printed out the job order slip, thoroughly confirmed each item and told me that it would take two to three days to fix it, provided that no spare parts had to be ordered from Singapore. Otherwise it might take longer. I signed the job order form and left hoping that new parts would not be needed, first, because my warranty was only good in the United States, and second, I just did not want to have to wait too long. So you could just imagine my surprise when about 5-6 hours later, I recieved an automated text from Solid Electronics telling me that my unit was now fixed and available for pick up. The message even included my outstanding balance and instructions on how to send a reply if I desired to do so. SOLID. AS IN. For a moment, I lost the feeling of third-wordliness as I marveled at that one moment of effeciency that many rarely feel in this country.

So I got my camcorder back today and it works splendidly. The attendant said they just had to clean it and realign something in the blah blah blah. I’m just glad my camcorder’s fixed. So, to Sony and the Solid Electronics Corporation: Thank You! The service you’ve provided for me is worthy of emulation.

You may call the Sony Customer Contact Center at 02 8787600.
You may visit the Solid Electronics Corporation online at http://www.solidservice.com.ph.

And no, neither of them paid me to write this.