What really upset me the most is the ignorance of Sony. I know as an underwater society we do not represent a significant revenue segment. However, the lack of reaction from Sony, tells me a lot about their support, culture and values.
When some of us approached Sony for support, the least we expect is a courtesy. The problem might not be solvable for the current FS100/700 models. It might be beyond software fixing. But showing courtesy and that they listen would really counts and make a difference.
Here is why Sony should pay attention:
> Despite the fact that underwater videographers do not represent a big number, their work is big. Because the underwater world is a fascinating world and yet to be discovered, associating your brand with it is a huge opportunity for a corporate brand & image;
> Most of the underwater videographers are land videographers as well, Sony should not lose their loyalty;
> Many of us are decision makers for different Sony "product lines" whether corporate, household or consumer related.;
> And finally, the competition is becoming very stiff across all the Sony product lines and thus the voice of the customer matters and being a customer oriented brand is a game changer.
I am in the IT industry and I would like to share two little thoughts that made a difference in my opinion for two big corporates:
1) I recall IBM had it all and until late 80s it was untouchable. They were so ignorant that customers had to run after them. They continued being ignorant until competitors who were more customer oriented came to the scene and started getting easy business. Yes, big blue still exists, still big, but they could have been really much more bigger and could have maintained an "image" that would be second to none.
2) At the time when Apple has invented their ecosystem and had no competition at all, I bought an app for less $2nfrom a developer other than apple from the store app . The app worked but did not deliver the claimed functionality. I wrote an email to Apple customer care. To my surprise I received an immediate reply. And more than one support agent interacted with me until they confirmed with me that I got my big $2 investment back. That was really amazing to me. How could Apple entertain my request among billions of download and among hundreds of millions of customers. Wow. I truly remain loyal to Apple.
Would Sony care to listen?!!!