No customer support please, we're Sony

Radical new approach to Web help

The Internet provides a fantastic resource for customers trying to get help and advice on their purchases. Whether you need a new driver for your video card or need to know how to program your VCR's timer, the Web is the best place to start. Well in most cases it is, unless the company concerned is Sony. When a Sony Walkman is accidentally plugged into a 9V AC power supply rather than a 6V DC one, nasty things happen to the innards. An email was sent to the tech support address on Sony UK's Web site, asking what damage could have been caused, if it was likely to be repairable, and what cost might be involved putting it right. Three days later a reply arrived, thanking the hapless owner for their enquiry and advising them to look up their local dealer in Yellow Pages. Now that's what we call progress. ®

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