One of my favorite past times is to visit an electronics store. I love to look at tech items on display, and of course, especially items from Sony. I love to visit companies like Best Buy or Fry’s with zero intention of buying anything, but rather just to wander around aimlessly for a half hour and just get my fix. Recently, I’ve found myself very disappointed as of late with the Sony experience – and I’m not talking about SonyStyle – I’m talking about the Sony experience at other stores where Sony products are sold. I think that the problem I’m about to discuss here is found in many retail stores across the United States, and perhaps the even the world.
Ever walk up to a Sony product at a store and its simply not operating? I have visited major cities in several states in 2009 and have found several Sony cameras, Walkmans, Readers, iPod/iPhone/iPod Touch docks, Vaio computers, Bravia televisions, etc. either off or not working. I’m not saying it is like this for Sony products 100% of the time, but next time you’re at a place where Sony products are sold (not SonyStyle) see if you come across this problem where a Sony device isn’t working. There’s a good chance you will; please leave a comment as to what product it was, and what store you found it at.
I lose motivation for promoting this brand and running this website when I experience this phenomenon. How can people really identify with a Sony product if it isn’t functioning? At an Apple store, you can guarantee that at least 95% of the products there are working perfectly. If a product isn’t working, then I’m pretty sure it is replaced instantly with a functional unit. This ensures that the consumer can test out the device and decide if they wish to purchase it. Every single iPod and Apple computer is at peak performance and ready to be fully manipulated. Obviously the case would be the same at SonyStyle stores, but I think you understand what I’m trying to say here.
Imagine a consumer that is looking at a wall of ten televisions made by five separate brands. What if the Sony TV wasn’t on? Would the consumer still purchase it? Would they use a lesser Sony model that might be working as reference in comparison to the others? These are real-world unbalanced scenarios that fuel problems for Sony and happen every day around the world.
I remember being in a Best Buy a few months ago looking at various MP3 players. Apple, Samsung, Sandisk, Microsoft and Sony all had units on display. There was a NWZ-E438 sitting there, feature-rich and battery life out the ying-yang, and much to my frustration it wouldn’t turn on. I didn’t even bother asking an employee for help, because I didn’t want to deal with the hassle. I can imagine that many other consumers, looking to make an impulse purchase, would do the same thing. And that’s the point I’m really trying to make here; impulse purchases are a driving force of this industry, and demonstration electronics that are functioning will sell better than those that are not working and just sitting there.
It is time for Sony to have a task force of secret shoppers that visit various major retail stores in major US cities and the surrounding suburbs once or twice a month and ensure that each and every Sony product is working perfectly. Or, require retail stores to put a sticker on each demonstration product that says, “If this demonstration product is not working, please call Sony at #.” and have a hotline just for this. Sony, please penalize the retail store that isn’t ensuring that the product is always working by reporting it their corporate headquarters. Sony cannot fully trust retail, and they must put their foot down. I am calling on Sony to do something about this – it is about time that when I walk into an electronics store I get the same experience with a Sony product as I would at an Apple store.
Anything less than perfection with Sony demonstration products is simply inexcusable. I have no doubt that this is a factor that contributes to consumers choosing other products other than a Sony.
