marks@yogi.DEC (08/23/85)
As for your SONY VCR, kepp those cards and letters coming. In general, big, reputable companies are fairly good about following through in cases like this. As you surmise, you are in a bigger hurry than they are, but by and large if you keep on their case they will accommodate you (return business does mean something to them in this dog-eat-dog world). I had a similar experience with a SONY VCR that was lost by UPS. In the end, I got disgusted and got my money back, rather than insisting on a new VCR (it seemed easier at the time to go out and buy another one). Also, I had a Tappan range that was a lemon from day 1. Tappan really tried to weasel out of replacing it (and again, it was a major pain to go through the frustrating phone calls, written communications, and beating of one's head against many stone walls). Finally, however, they agreed to take the beast away and replace it (under duress) with their top-of-the-line model. I have had no problems with this one. So my advice is to keep scrupulous records (these outfits want documentation up the kazoo) and bug them until you get satisfaction. It really comes down to a test of intestinal fortitude. Also, it doesn't hurt to communicate in writing with someone very high in the pecking order if you don't get satisfaction from the regular customer service types. Often these folks lose sight of the forest for the trees. Persevere and you will be rewarded! Rebecca Marks