***New update***
Why do Sony always prove to be the most anoying support service. Anyone who knows me knows that I always choose/recommend Sony Vaio, I love the look of the laptops and they are generally better (lighter etc) but when I have an issue they always try and avoid responsablity. It is so frustrating.
I have started to embark on a quest to find the truth, anyone use to work for sony support? let me know what the deal is..
I will update this with information and responses.. if they come.
UPDATE 1.)
Sony are messing with me and not responding to emails. the last one they sent me was asking me to clarify if they had my laptop? they dont even know this? I doubt it.
Sony Repair Management,
Please could you notify me of receipt of this email and the complaints procedure.
Details:
[Case ID #:xxx49]
Issue Number: xxxx600
Extended Warranty Code: xxxxxxx037
Complaint.
1.) There is a incorrect diagnosis of the device in question and there should be an onsite repair as per the warranty details
- There is only normal wear and tear on the device (scratches, scuffs)
- The problem is internal in the monitor braces being loose and not providing support (as per my youtube video http://www.youtube.com/watch?v=y08qQZFzp4Q)
- Support staff should not be able to make a ruling based on their interpretation and with no explanation
2.) The service level from technical support is poor and attitude of some staff is aggressive and presumptuous
- The support staff are generally rude and seem to enforce a deny before allow mentality
- I was not called back (except the first time) for this problem when promised
- I was hung up on twice and no one called me back (thanks)
3.) This problem has occurred on another of our SONY G11
- s/n xxxxxx450/xxxxxxx63
- EXT WARRANTY xxxxxx71
- The support staff suggested that this is NOT ON RECORD, inferring that I am a liar
- This has in fact happened before, contrary to that the support staff member stated “I have not heard of this before, no one here has”
- The problem has resolved by replacing the monitor brackets using the onsite warranty
Generally:
This problem is obviously the same as the other G11 that had the same problem. This should be repaired under warranty and done onsite with no cost to our company. Support staff should not be able to rule based on their own experiences alone as this is going to cause inconsistencies for support requests (like this)
Other notes:
I know this is not an issue for your company as I am just a drop in the ocean, but I have purchased many Sony devices in the last 18-24 months and I feel strongly that this has impacted my preference towards your company. I have a strong feeling that this is going to cause me to change to another company, this is not a threat (as if I could with my low buying power) but just a fact.
Items I have paid for
- G11*Monitor arms loose (under warranty)
- Broken screen repaired (paid 700£ thank you)
Please respond to this email addressing all the problems here in.
-
- G11*
- Monitor arm loose (make me pay £220)
- TZ11*
- TZ11*
- Z21
- Z21
- S Series*
- Keyboard malfunction (took a call to my account rep to get Sony to fix it, thanks again)
*Denotes purchased from Sony Directly
NB: I will be posting this and any responses (on Monday 28th) on my website (www.buttonclicker.com) if this is allowed under the terms of the warranty. Please notify me if this is not allowed.
So sony replied with
Dear Mr xxxxg,
Thank you for contacting us.
I see that you have a unit in for repair, serial xxxxxx50-xxxxxx01. Is this the unit that you are refering to?
We look forward to your response.
Regards,
xxxxn
Sony Vaio-Link Team
So I am far less impressed now as compared with last week. We have spend thousands of dollars with Sony and this has pushed me into the ASUS realm.
Options
- Try to resolve with Sony directly
- Involve The Consumerist or another high profile site
- Legal avenue
- Government agency
***New update***
Got an email from sony today (2 days late)
Dear Mr xxxx,
Thank you for your reply.
As you have stated your VAIO has not been collected for repair as yet. Our repair center have been in contact with you and issued a quote for the repair of your unit. We have received your email however as there is damage to your VAIO we can only arrange for the unit to be picked up for an out of warranty repair. If you would like us to contact you over the phone to discuss this further please provide a two hour time frame between the hours of 8:00 to 18:00 GMT Monday to Friday.Alternatively you can call us on 08702402408 for In Warranty units and 09050310006 for Out of Warranty or NON-EU units.
Regards,
Hugh
Sony Vaio-Link Team
So I had enough and took it apart, and guess what. There was a screw loose inside the monitor bracket area, that screw must have been incorrectly installed when Sony replaced the screen a few months ago. So there was no damage and there was no wear, it was just sony sucking at being good.
Here are the images: