Hello. I contacted you for support on my malfunctioning Sony Ericsson MBW-150 Bluetooth wristwatch. The display is not visible and it is still within warranty. I contacted you about this many weeks ago and I am confused, disappointed, and upset with the response I received. I am returning here because the email responses inexplicably stopped when I discussed this with you before as if the issue were resolved. It has not been resolved. Please take care, read carefully, and do not prematurely end our interaction.
Due to the lack of action, I am going to have to give a lengthy, detailed, complete, and inescapable explanation of the issue, the surrounding situation, and the previous interaction.
To explain, I own THREE Sony Ericsson Bluetooth watches. All three have issues and all three are within warranty, but I only want support on ONE of them! Late last year I purchased the MBW-150 for myself and the MBW-200 for a coworker. I also purchased a Sony Ericsson Xperia PLAY 4G (R800at) to use it with because it did not work well with my Apple iPhone 4. After seeing the MBW-150, the coworker preferred that style and wanted one of those instead of the MBW-200, so I ordered another MBW-150. The coworker never paid for it and the display on my original MBW-150 was already failing, so I kept it as a backup and have all three. Hoping for better results with a newer product, I later bought two Sony Ericsson LiveView Bluetooth display devices (worn like a Bluetooth watch; one for me, one for a friend) but I found that they would not stay connected to any of the phones we tried them with and they would not work with gloves on (a big reason for buying ALL of this was being able to control music playback on a motorcycle while wearing gloves).
The MBW-200 had issues right out of the box (charger doesn't work) and the displays on both MBW-150 watches faded and became impossible to read within months. It seems that this is a common problem online, and that is another reason why I decided to keep both (twice the "longevity"). Now that this is established, let me just say that I am ONLY asking for service (refund, replacement, or repair) on ONE of the MBW-150 watches. I am not asking for anything else. You guys get off easy. What a deal! Right? JUST DON'T BLOW ME OFF AGAIN. I'm already going public with this one so that everyone can see how you treat loyal customers spending hundreds of dollars on your products while convincing friends, family, coworkers, and more to buy them (the other LiveView was for someone who was a stranger to me previously). Indeed, even since being ignored/forgotten by you, I've showed it off to many more people and interested them as well.
I originally mentioned some of these other products and issues hoping to prove loyalty, put my issues and request in perspective (more than reasonable request), and to make sure that I am not offered an inappropriate replacement (do not want and could not use another LiveView; a refund or Sony SmartWatch would be fine), I also did not mention them all until a later response and, even then, I did not mention the second LiveView. Don't blame me for getting overly-complicated or confusing like you are forcing me to do now (sorry). Last time I initiated this with a very short message:
"Hello. The display has faded completely on my Sony Ericsson MBW-150 and the charger never worked on my MBW-200. Both are within warranty. Please tell me how I can obtain service. Thanks!"
Simple, right? I didn't even mention that I have TWO MBW-150 wrist watches or any other Sony Ericsson products because I SHOULDN'T HAVE TO. I was then told to provide proof of purchase information showing that both were within the 12-month warranty and I was told that they could only be replaced by similar products instead of being repaired. I provided the requested proof and mentioned my other products so that I would not get another Sony Ericsson LiveView as the "similar replacement." I even dropped my request of getting support for the MBW-200 because I was able to charge with charger from other watches and I knew that you would not have a replacement. I clearly stated as much and did not provide POP for that unit, but a representative responded by telling me that you didn't have a replacement charger for the MBW-200 and to buy one on eBay.
I wanted warranty service for my MBW-150 and not the MBW-200. I thought "OK. Someone got confused. That's fine. I'll simply clarify and mention yet another Sony Ericsson product I purchased as part of this mess so that they will not ignore me" (R800at; the POP also showed *official* R800at accessory purchases). Here's how I replied:
"I think you misunderstood. I ordered two MBW-150 watches, one MBW-200 watch, and a LiveView. All four are under warranty but I am seeking service for the MBW-150 with the non functional display. I am not seeking service for the MBW-200 with the charger issue or the second MBW-150 that I originally sold (also developed the faded display). I mentioned the LiveView and it's inadequacies in case you were considering replacing the MBW-150 with that. I mentioned the other issues purely to strengthen my case and demonstrate a loyalty that is on the line here, though I should not have to. As you can see in the proof of purchase, I also own a Sony Ericsson Xperia PLAY 4G (R800at), which has disappointed me (no promised panorama, swipe keyboard, screenshot function, Ice Cream Sandwich update, camera flash fix, etc). I know you can't address those concerns, but please address the comparitively small concern that is my MBW-150."
What happened? Nothing. Absolutely nothing. Even though I was not looking for support with the MBW-200, your support completely stopped responding after telling me to buy an MBW-200 accessory. It's as if the support ticket were closed. They never said it was closed and I never got a message saying so when I responded, so I waited. Weeks later I still have not received anything. I guess it was closed prematurely without confirmation from me or even a tiny bit of effort to properly understand and help the atypical customer who has proven to be particularly worth retaining. How is that any way to run a business?!
I am only looking for help with ONE of the MBW-150 watches and am not looking for service on the MBW-200 or second MBW-150 at all, so the least you can do is listen to your loyal customer and not terminate this support ticket prematurely.
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