Sony Ericsson deaf to P990i woes

Complaints outsourced to limbo

Posted in Mobile, 13th October 2006 13:18 GMT

Free webcast: Service level monitoring and management

Updated Aside from the questionable user interface features we've already discussed, some of Sony Ericsson's P990is seem to be suffering from stability issues - including random crashes and rebooting - so a complaint through the mobile company's website doesn't seem unreasonable.

But if you go to Sony Ericsson's website and fill out the web form to make a complaint, the mail bounces back. The form actually sends its responses to sony.careline@postroom.com, which came as a surprise to MM Teleperformance who owns the postroom.com domain and is bouncing mails sent to that address.

We can't help but wonder if this isn't a trend in outsourcing customer support - why wait for a company to agree to manage your support, just send the mails to them anyway and hope they deal with it.

We tried to get Sony Ericsson to comment, but have not yet had a response to the web form we filled out. ®

Bootnote

It seems the problem lay with a Sony site, rather than with Sony Ericsson, which is a separate entity these days. From the e-mails we've received it would seem that such behaviour is not atypical for Sony, if not for Sony Ericsson.

Free webcast: Service level monitoring and management