Mr Craig sent a message to Kazuo Hirai that said:
I am having customer service issue in Hong Kong regarding my experia phone repair.
I want Sony HQ in Japan to know that your products and reputation are not being well represented by the service support teams you have in Hong Kong.
The customer service is so poor I refuse to waste anymore time dealing with the Hong Kong operation.
I have asked for a senior executive from Sony Corporation to contact me directly.
The response, contact the customer service team.
Please have somebody from your Sony HQ in Japan follow up on this matter.
I have even send emails to your Investor Relations team in Japan, this is how bad the situation is.
Please be assured, this email is no joke.
Thank you for your time.