Unpredictable. Unfocused. Just like life.

I bought my son a Sony DVD player for his birthday last January. After a few months, the DVD drawer wouldn't open. I finally got around to calling the customer service telephone number on the unit. First they told me to try unplugging the unit, which accomplished nothing. Then they asked me for model number, serial number, date of purchase and the store I purchased it at. They told me that they would replace my son's player with a refurbished unit, but only after I faxed them a copy of the dated sales receipt with their work order number written on it. When I asked why they didn't know this information either from the serial number or the warranty card I had sent them, they told me they weren't Sony, but a contracted warranty service company. Sony had apparently reorganized and divested the warranty organization.

So let's get this straight. I purchased a new player for my son. I informed Sony for warranty purposes. The player stopped working. Sony will now send me a used replacement, but only if I can prove the date of purchase to another company. And even though Sony has the warranty card, it is my problem to produce the receipt, or they will do nothing.

I'm glad that this process is working for Sony. I feel for them. I'm going to do my part to make their lives easier by buying fewer Sony products. I'm off to try to find the receipt now.