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Just wrote an email to trading standards RE: the "follow turn" feature on the nw-hd5

Discussion in 'Headphones, Earphones & Portable Music' started by mcfarfs, Jun 6, 2005.

  1. mcfarfs

    mcfarfs
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    Alright guys, please excuse my unconventional way of doing it, I dont often write important letters, not very good at it!

    Email subject was :Sony NW-HD5 MP3 Player

    Dear Sir/Madam
    The NW-HD5 MP3 player has what Sony call a
    "Follow Turn Display". This, supposedly, means that the screen will
    rotate as you turn the player in your hand, so the display will never
    be upside down. Please look at the link below for more information on
    this.

    When the short movie has finished, click "Design" and then ""Follow
    Turn" Display".

    http://www.sony.co.uk/PageView.do?s...23732458&section=en_GB_Magazine_Entertainment

    Now, the problem is, despite they way Sony have advertised this
    feature on their latest MP3 player, it does not in fact work quite as
    they would have you believe it would. The screen will only stay
    orientated the way it was when it was first switched on.

    By this I mean, if you are holding the player in a landscape position
    when you switch it on, the screen will be correctly orientated.
    However, if in your hand you rotate the player 90 degrees to the
    portrait position, the screen would not rotate with it. You would have
    to switch off the player and switch it back on again for the screen to
    be correctly orientated. And the same works the other way, from
    portrait to landscape.

    This contradicts Sony's advertising. On the link I gave you above,
    this feature is described as: "The display is synchronised to your
    hand movements, flipping from horizontal to vertical depending on your
    every move". Also, the graphics on Sony's website show a black and
    white drawing of the player rotating 90 degrees from landscape to
    portrait, and without any interruptions it shows the screen rotating
    accordingly.

    It seems to me that this is a clear case of deliberate
    misinterpretation, on Sony's part. Is there anything that can be done
    by this? I myself bought an NW-HD5, and was disappointed to find the
    screen doesn't actually rotate as Sony would have me believe.

    Thanking you in advance, Chris Mackenzie.


    :thumbsup: :D

    Oh yeh, it was a slight porkie about me having bought one myself......
     
  2. johann1979

    johann1979
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    oh yeah that sounds great - and as I have paid for a player and therefore consider myself an owner I will vouch for you! :smashin:
     
  3. KeanosMagicHat

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    Good e-mail.

    If they make a point of pursuing this they may want confirmation from you that you hav indeed purchased an NW-HD5.

    At this point you would have to say that it was purchased on behalf of a mate (assuming you know someone who has one).

    Also, in future communications you might wish to point out that in the movie itself some computer graphics "morphing" has been used to make it look as if the display is dynamically changing.
     
  4. David Mackenzie

    David Mackenzie
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    Excellently wrote. As much as I love the HD5, that advertising is completely out of order.
     
  5. mcfarfs

    mcfarfs
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    AGH bugger....I meant ABOUT this! Ah well hopefully they will realise what I am on about!
     
  6. mcfarfs

    mcfarfs
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    Ok, just got a reply!

    Would anybody else be interested in making a complaint to the Advertising Standards Authority? I can't really be bothered! :suicide: :rolleyes:
     
  7. mcfarfs

    mcfarfs
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    Agh, how to I make it so it is a quote but doesn't say the name?!
     
  8. HMHB

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    I think if more people send a similar email, then it will improve your chances of this being investigated.
     
  9. Cardiff Irons

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    Hmm, the cynic in me suspects that this means "Sony are a good old bunch (and also very powerful, not that that would affect our decision). Therefore, we'll give them a smart rap across the knuckles and make them promise not to do it again".

    But an excellent email - hope you do get some joy from it. :smashin:
     
  10. mick's cat

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    Miss out the name *and* the = sign eg:

    Nice email, btw. It'll be interesting to see how Sony gets out of it.
     
  11. KeanosMagicHat

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    Sounds like they are taking some action at least which is good.

    As for the complaint to the ASA just forward your e-mail and response from the Trading Standards.

    Job done.
     
  12. pulseezar

    pulseezar
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    I complained to sony, here is the response:

    Dear Mr ********

    Thank you for your recent e-mail.

    I am sorry to read of your disappointment concerning the marketing of the
    NWHD5, with regards to the rotation of the screen.

    While I can understand your comments regarding the rotation of the screen on
    the NWHD5, the rotation of the screen, while the NWHD5 is switched on, would
    not be practical. As I am sure you can appreciate, if the screen were to
    rotate while the NWHD5 is being used, there would be a point when the screen
    is tilted at approximately 45 degrees, which would cause the screen to
    flicker between the vertical and horizontal view. This is why the screen is
    only designed to rotate when first switched on and not rotate during use.

    I apologise for any disappointment my reply may cause but thank you for
    taking the time to contact us with your comments. Sony United Kingdom
    Limited welcome all feedback from our customers, whether good or bad, and in
    light of this, I have forwarded your comments onto our marketing department,
    although this will not generate a further response.

    With regards

    ************
    For and on behalf of
    Sony United Kingdom Limited

    So thats probably the end of it.
     
  13. HMHB

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    But that doesn't alter the fact that the adverts are misleading. I've seen the one on the Sony site and it leads me to believe that this feature is on all the time.
     
  14. HMHB

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    I do agree (sort of!!) with them when they say that it would be unworkable if the machine kept switching the display format around whilst it was switched on, it could well become very irritating if it kept switching around when you were not wanting it to. If I were designing this I would have it as it is but with a little button to change it manually to portrait or landscape format.
     
  15. Cardiff Irons

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    I think it's quite risky advertising a feature and then saying that it isn't there because it would be unworkable. The lay person buys on the basis of the advertising and it's not down to them to research the issue to learn the technology and see whether it's workable or not.

    Having said that, I like your suggestion about having a button for orientation selection. At the moment it seems you have to make a considered choice before you switch on "Hmmm, will I be using the HD5 in landscape or portrait mode for the foreseeable future?".
     
  16. KeanosMagicHat

    KeanosMagicHat
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    My comments on this shoddy response from Sony.

    1) If that is a representation of how they feel why misrepresent the feature in all advertising and allow reviewers to continue to preach the "myth" of follow turn without correction?

    2) I don't buy this 45 degree thing. I'm not questioning whether technically it would happen but why would it matter? People are not going to operate their players at 45 degree angles, they will operate them in portrait or landscape. The only people this supposed "flicker" would annoy would be astronauts and jugglers.

    3) It is clear we are going to get no joy from Sony on this one, the most effective manner of protest is through Trading Standards and the ASA as mentioned above. pulseezar - it is only over if you let it be. You can complain to these organisations as others have already done.
     
  17. HMHB

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    Agreed, you won't get any joy with a re-design of this feature, but you may be able to get something done about the adverts.
     
  18. KeanosMagicHat

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    Looking on the Sony USA website for something else I decided to check how they advertised the "Follow Turn" feature.

    Guess what ..... they don't call it "Follow Turn" at all.

    http://www.sonystyle.com/is-bin/INT...o&CategoryName=pa_DigitalMusicPlayers_Network

    This is the description given in the link above which is far less misleading .....
    __________

    "Bi-Directional LCD Display - The new Bi-Directional LCD Display allows you to switch modes and view the LCD in a vertical or horizontal position."
    __________

    The key phrase being that it "allows you to switch modes" implying, correctly, that this is a manual process.

    This is just another example of large companies treating the British public as the saps we generally are. They knew they would not get away with such implied misrepresentation in the US as people already know the value of complaint and use their power well.

    In the UK we just shrug our shoulders and say, "Oh well it would have been nice but never mind ...... those naughty little people at Sony ..... anyway nice weather we're having for the time of year"
     
  19. Hrochnick

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    Unless they were intending to go with the follow turn until the compliants here started coming in? I wonder how long the bi-directional ads have been up over there?
     
  20. johann1979

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    Guess what - they have removed all text that suggested it 'followed your every move' - so I was just on the ASA's website trying to make a complaint and when I went back to Sony-style.co.uk to find the exact text I found it all gone!

    Anyway - I did actually save the page - the original one, as I knew they would eventually take it down - but when I open the file in IE it comes up as gibberish... any advice?
     
  21. KeanosMagicHat

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    Seems they are listening so well done to all that have complained.

    In the original link on this thread Sony's advertising claimed, "The display is synchronised to your hand movements, flipping from horizontal to vertical depending on your every move".

    This has subsequently been amended and they now call it a "Rotation Display" which, "can be flipped from horizontal to vertical".

    The little movie at the start and the graphics in the Design section are still misleading but without the accompanying text it is nowhere near as bad as it was.

    They should just replace it with the US description, far more accurate.

    What a difference a day makes .....

    mcfarfs :smashin:
     
  22. mrtbag

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    Good going chaps. Let's hope some 'crack' action is not far behind.
     
  23. pulseezar

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    woo hoo!! Nice to know they actually listened, whether it be to trading standards or the customers.

    Good going!
     
  24. mcfarfs

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    Ok, so in the end I did email the ASA.

    I got a reply in the post this morning. full points to them, for sending me a personal (as in not an automatic one they send to everybody) and relevant letter, within a couple of days of the original complaint. Unfortunately though, it isn't much help :( . See attached.
     

    Attached Files:

  25. HMHB

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    They do offer you the options of going to Citizens Advice ot the Trading Standards Department.
     
  26. KeanosMagicHat

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    mcfarfs - whether from looking at this thread or from the mere mention of investigation by trading standards / the ASA, Sony have changed their advertising.

    You've won mate (as have the others that complained).
     

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