Why it pays to pay attention
May 13th, 2008 by Laura H.
On May 8, Sony customer Dustin wrote in to the Consumerist about receiving a form letter to every query made about a broken piece of hardware.
It looks like someone within Sony reads the page, because by May 12 Dustin received a personal phone call offering to replace (instead of just repair) his machine.
Appeasing the single consumer who speaks out in public is such a simple thing, and it provides evidence and positive associations for the unknown number of lurkers with the same problem. Nicely done, Sony!