Sony Problems - Do I try again?

  [DELETED] 21:24 31 Oct 2003

Sorry, last post incomplete, this is the complete posting.

click here

I received an email from Sony offering me the chance to upgrade my Sound Forge XP audio

editing software at a special low price of $99 instead of the usual $149 by following the

link in their email. I had until 31st October to make the order.

I felt that this was an excellent idea and clicked on the link to be taken to their

official web site.

However, no matter how many times I tried, the site would not process my order. I gave my

full contact details along with my credit card number and filled forms out perfectly.

I have purchased from sites many times and had no problems before this.

On clicking 'continue' to complete the order, I was taken back to the home page or dumped

on a 'Can not find this page' message.

I wrote to Sony customer support explaining my difficulties and even gave them screen shots

of the error messages etc.

The reply came the next day. "We have no record of your name or details of placing an

order so please try again".

I tried again, about 20 times. I switched off my firewall, just in case, I was using

latest version of IE browser, cookies were switched on and Google pop up stopper etc.

switched off.

Still the site would not accept my order. Time was running out so I wrote to Sony support


I explained everything about what I'd done to try and resolve the problem. Switching off firewall etc. and could they give me an alternative way to order manually as their site was too fussy and wouldn't take my order.

The reply came next day. "I noticed that you have tried several times to place your order ... switch off firewall, are you using IE 6.0? blah blah..". Please try again!

Yes, it was a standard email for standard customer queries.

I could tell that because they suggest things that you already told them you've tried.

Anyway, no alternative ordering system was given so I tried again on a different PC. No joy with that one either.

My questions are: Do Sony want my money or are they prepared to take a chance that I do get the order through?

I run a business and if a customer can't download one of my products I will bend over backwards to ensure they get it, because I could use the money and I don't want to let my customer down. Do Sony care?

Sony are about to make 20,000 of their staff redundant worldwide (you no doubt heard it on the news) because they aren't making as much money as they think they ought to this because they are losing sales from the above site?

They admitted that they could see that I'd tried lots of times to place the order, so why couldn't they manually check it and direct me to the download page?

Do I try again or forget it? I have two and a half hours to decide.

Has anyone else had this type of problem with Sony.

  [DELETED] 22:22 31 Oct 2003

I just tried again but the site still refuses to process my upgrade order. I'm wondering if the site is faulty or just very fussy about what you're running at the time of ordering.

Anyone else had trouble ordering from any site? Can firewalls cause credit card processing problems?

  [DELETED] 01:02 01 Nov 2003

A major company like Sony SHOULD be able to process transactions from users with firewalls running. I would have thought that most people ordering online would have a firewall in place so it should be a basic necessity to do so. Is there a sinister reason for them to want you to turn off the firewall?

I would take my business elsewhere, if they can't be bothered to give you support when ordering a product then what sort of after sales service can you expect?

  Forum Editor 08:27 01 Nov 2003

won't cause problems with the card payment processing - that's done on another server, and your browser isn't involved in that specific part of the process. The firewall can affect the download though - your computer is being asked to act as a server in those circumstances, and all firewalls will ask for permission to do that.

You turned your firewall off however, so that's not the cause. High traffic on the download server can result in the non-acceptance of your transfer request, but I doubt that this was the case. There's a problem with the card transaction server by the sound of it,so it's almost certainly a Sony problem. If many other people have tried and failed the company should be getting a fair number of complaints, and I suggest that you wait until Monday and then try to contact them by phone.

  [DELETED] 10:59 01 Nov 2003

Many thanks you guys.

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