Sony's honoring of their warranty obligations is still a dismal display of corporate integrity. And it's not only a problem with European branch, either. Rob Wilson of Tennessee shares this story of unreasonable, over-priced shipping and refurbished returns:
I came across your article about Sony Customer support while I was searching the web for an address to complain to Sony. I have had almost the exact same experience with Sony, and it is unbelievable and unacceptable. I purchased a VAIO system and flat screen monitor last January. This week the monitor went out and now displays only a white screen.
Sony Customer service told me to hook up the monitor to another computer to make sure that it was the monitor and not the video card. I did this, and the monitor still did not work so I called them back and told them it was definitely the monitor. They agreed, and told me that for $25.00 they would send me someone else's refurbished monitor and that I should send them my defective monitor back.
My monitor is only 9 months old and supposedly still under Sony's warranty. I asked the customer support person why I should have to pay to return my defective monitor and they explained to me that the $25 charge was for postage.
The monitor is a flat screen monitor which can could easily fit into a FedEx box and be mailed to Sony for $12.80. So not only is Sony giving you someone else's defective monitor, but they are making a profit by doing so!
I'll go through the proper channels with this, but I just thought you might want to know how Sony handles defective merchandise.
Coincidentally, I've just put my Vaio laptop for sale on dba.dk. And I just bought an Xbox from Microsoft instead of a PlayStation2 from Sony. Not to add the fact that the Sony Cybershot wasn't even included in the running for my choice of digital camera.
You know what strikes me most about his email. The fact that he "came across your article about Sony Customer support while [...]searching the web for an address to complain to Sony". He has reached you, the disgruntled customer, and not necessarily the BigCo he needed.
Now if only you could make your article show up in searches for general Sony products, so potential customers would see it before buying, we would've come a long way, and the smalltime hobby blogger might slowly begin to mean something in the big picture - even for a corporation like Sony.
No doubt the blogging phenomenon is going to make it a lot harder to run a shady operation. The strength of word of mouth amplified by the reach of the net in blogging will soon reach a point where it can make or break a product/company. Especially the kind that sell high-tech gadgets to an enlighted minority.
Sony: Make support a priority before it's too late. Customer attrition, once set in motion, brings a long an expensive remedy that's likely to take years to kick in.
My parents have a 2 year old Sony 65" Widescreen TV (model KP-65XBR10W) which they paid $5400.00 for and was at that time,t he best Sony made. It is now a huge paperweight due to the fact that Sony does not make the part needed to fix this TV anymore. Support has been extremely rude and my parents kept being told that the part is on backorder and now they are told it will be on backorder until September (the TV died this past February). Sony originally offerered to replace the TV with a new comparable model but now have changed their mind and will only give them $3800.00 since it is two years old. My family have always bought Sony products but now we will no longer have anything to do with Sony and we are making sure that we tell everyone about our experience.
Challenge by Deling Ren on October 21, 22:05
I bought this SONY SDM/X82 monitor in August 2003 and it died a month
later. I called technical support. They gave me an address to send in
and told me it takes up to 2 weeks to get repaired. I sent in the
monitor and it was delivered to them on Oct 3rd. Nothing happened
there after.
Two weeks later, last Friday, I called in again to inquire the
status. They told me they can not find the work order for my
monitor. I was supposed to have an work order. But nobody ever told me
about this nor gave me the order number. So, they said they were going
to contact the service center and call me back a bit later.
I waited for several hours and no one called me. I called in
again. This time, they told me they can not find the monitor. They
asked for the tracking number of the shipment and we verified it was
delivered on Oct 3rd to the correct address. They again promised to
inform a superviser and call me back on Monday. Monday passed and I
still have not heard from them.
Tuesday, I called in again. This time, they told me that the status
shows the monitor is sitting in the service center. But it could take
4-8 weeks to get it repaired. I asked her why I was informed otherwise
and she told me they made a mistake. I then asked is there anyone
responsible for this mistake and she told me "no". I asked her if
there is anything they can do, she also told me "no", without any
explanation. I asked if there is anyone that can change the decision
and was also told "no".
The only thing they did was to leave a note for the service center
asking them to expedite. They told me this takes a day or so to get
through and let me called again on Thursday to inquire the status. Who
knows what will happen on Thursday. Everytime I called in, they
promised somthing. But none of them, not a single one, was ever
honored.
I am very pissed off. I purchased the monitor in August, used for only
less than a month and had to send it for repair for 3 months (Now I
just wish I could get it back in 3 months). I will be without a
monitor (which I need everyday) for 3 months, get a refurbished
monitor in December but pay the price in August. And meanwhile, I have
to spend half an hour every other day to make phone calls. Man, I got
to work much more seriously than they do and I have a life too. I have
dealt with other technical support too, specially, Apple. Apple always
have my unit serviced in exactly 3 days, including the time spent on
shipping. I believe it should be similar cases for other compnaies. I
have bought a lot of stuffs from SONY before. But this will be the
last one and I will tell my story to every potential customer. I will
post my story on the web as widely as possible, to let everyone know
that SONY technical support and customer service SUCKS!
Although I am so unsatisfied, I can not find a place to complain. I
can not reach a higher authority than the people I called.
Deling Ren
Oregon, USA
deling_ren AT 123mail DOT org
Customer Service #: 800-222-7669
Tech Support #: 866-357-7669
Monitor model: SDM/X82
Event ID: E22547153
Oh my gosh, I'm so happy I found this site. Yes, I found it while trying to find a Sony Service Center. I've just about given up all hope of getting my VIAO laptop screen replaced/repaired. Soon after I purchased the laptop two white lines appeared on the screen--top to bottom. I have the warranty, I bought the extended warranty and registered everything in the 90-day time period. It's 9 mos. later and I still cannot get Sony to agree to fix the laptop. I am getting the run-around.
...I'm buying another laptop. Certainly NOT a Sony!
I bought a Sony VAIO desktop (model #PCVRZ32G) in August on the strength of the Best Buy salesman's assurance that it is a great way to transfer analog sources like VHS, audiocassette and LP recordings to digital. Since then I have never been able to get past the first step of the transfer instructions but said "oh well I'll do this later when I have two hours to scale the learning curve." Yesterday I resolved to make it happen and discovered that a piece of software crucial to this process, "SonicStage Mastering Studio," is nowhere to be found on my computer. This launched me on the great Sony Customer Support Sucks odyssey that included:
1. One rep who told me where to hook up my analog source but could not explain why it didn't work and transferred me to "more senior support" which resulted in:
2. A hold message that told me someone would take my call in approximately 48 minutes, followed by two hours of jazz arrangements (including an extended and painfully ironic "Take Five") over the typical "Did you know that Sony's web page..." blather before my arm was too cramped to hold the receiver and my ear too swollen to keep listening and I hung up;
3. A second rep agreed that the software should be installed and attempted to recover it from the recovery disk I created (didn't work because it was never on there in the first place, he said I'd have to do a more extensive recovery that would erase both drives but did not say what would happen if I performed that recovery and still did not have the software)
4. A third call to a woman who told me that software was not included on my model even though it appears on the spec sheet. She read a sentence from the spec sheet that said all software may not appear on all models and I directed her to a Sony web catalog page that says SonicStage Mastering Studio is "included with RZ, W, V desktops and Z1 notebooks, optional upgrade for RS desktops, V505 and GRT CTO notebooks" (very long web address below:), after which she said she would transfer me and instead disconnected me (which reminds me I got another cluck before her who told me "yes but your model isn't an RZWV" as though that was a specific model and not a list of series, I actually had to say to him "RZ COMMA W COMMA V COMMA, NONE OF YOUR MODEL NUMBERS HAVE COMMAS IN THEM":
5. A more sympathetic rep (Ross, I started writing down their names) who concurred that the software should be installed and said he'd direct me to a tech person who could help. I said "great, but can we put to rest the question of whether this software should have been preinstalled since this resurfaces with every tech person I talk to? Does Sony concur from this point forward?" He said "no problem, I'll connect you to a tech person who can help you out;
6. A conversation with said tech person Michael whose first comment when I said by way of introduction that I was trying to capture analog sources was "isn't gonna happen." I said "it better happen since your website touts the software that makes it happen and says it's one of the great features of the VAIO." (Argument as to whether this was in fact the case.) He then said the spec sheet for my model did not list SonicStage Mastering Studio, "only SonicStage [which IS on my computer and isn't the same thing]." At this point I could no longer find the website I'd directed the previous person to and of course I'd been assured that I would no longer have to have that argument. But I decided to try a different tack and said "OK, let's say it was not part of my purchase and I'm just sick of arguing with Sony about it, what would I have to do to GET this software?" He put me on hold then came back and said "You would have had to include that as part of a product upgrade when you first bought the computer, now you can't." I said "You're telling me there is no way that my computer will ever be able to have this functionality because of some upgrade I was supposed to be informed of at the time of purchase..." I'm obviously not going into the whole conversation but trust me it was BAD, he was basically lecturing me that I should approach each purchase with a jaded eye, then gave me the classic "I can hand you over to my supervisor but he'll just tell you the same thing," however the supervisor declined to take my call and once I determined this was going nowhere I ended the conversation.
7. THEN I found the web page and called back once more. Dan told me that it's true that SonicStage Mastering Studio should have been part of my original purchase, but because it's been more than 90 days I would have to pay for a recovery disk, if one is available, from the Sony Parts and Accessories Department at 800-488-7669, and that I should make sure that disk has the SonicStage Mastering Studio on it before I purchase it.
Don't ask me how I'm supposed to make sure of anything where these jokers are concerned. Just tell me where to sign up for the Sony Support Sucks club.
I purchased a Cybershot DSC-P92 in February. Then all of sudden it stopped working. I was amazed at how such an expensive product coul;d just stop functioning with no apparent reason. Anyway Sony Customer support sucks!!!!!!! I have the proof of pruchase and the gurantee. But what's the point if you can't get through for 5 hours straight. Also the Automated Cumpter Sytem is horrible, and makes you want to smash the phone against the wall after 3-4 calls. Hekp Me Please!!!!!!
Challenge by Doug Steinschneider on September 21, 1:17
A client of mine purchased a Vaio V505 in March. It started to have problems with power two months later. We sent it in for warranty repair for the power problem and when we got it back the screen was cracked. Sony service refused to repair the screen because when we got it back we didn't turn it on for two weeks (until the person who uses it returned from a trip) and they claim we must have broken it during that time. Make sure you test anything they "repair" right away or you will end up with an expensive paper weight.
Challenge by Joe on October 04, 16:19
We bought Sony WEGA-50" wide screen LCD TV($3000) and it is only 4 months old and picture went out black and called in warranty service about 3 weeks ago.--still TV not repaired YET!!!---
Sony customer service terrible enough to make me deal with ASC(Authorized Service Center) and ASC blame Sony for part delay.
Yep! blame game for each others and Customer like me just Stuck in a middle and more delays.
What makes me upset was that Sony don't even want to follow up with there own ASC problem and one simple phone call to customer for updates.
Sony seems like no service what so ever after sold there item to customer. That's it!
Good Luck with Sony!!----this seems like there Moto.
So guess what. I reported there service issue to BBB(Better Business Bureau). Either I get good result or not. Someone need to know there service SUCKS.
Sony's customer service idiocy extends to their online gaming department as well. I will never buy another product made by Sony again due to the dimwitted chimps they have working for them.
Believe in the power of boycotting folks, I convinced thirty people not to ever buy Star Wars Galaxies (a Sony Online game) and then I calculated just how much money thirty game sales (and the subsequent game subscription fees) may have cost them, then added up the possible other games these people were interested in but will not buy now... The total amount word of mouth may have cost Sony was upwards of $10,000.00! And the more who read sites like these, the better.
Now if only we could get Sony management to read these types of sites now and then.....
I am so disappointed with Sony’s customer service. I've just given up all hope of getting my VIAO desktop replaced or repaired. Six months after I purchased a desktop computer, it stops functioning. One day after using the computer for about one hour I decided to turn it off, them 4 hours later I decided to turn it on again, unfortunately, this time the computer did not turn on at all. I called Sony customer service, they asked me to send the computer to California. One week later some one from the customer service called me to let me know that the computer can not be fixed under the guarantee because it was fiscally damage, something that I could not understand because the computer was never moved from my desk. I try to explain the situation to the Sony customer guys but it was in vain. Now I have a computer (very expensive computer!) that does not work at all and I do not know where to go. If I decide to fix the computer without using the warrantee I have to pay Sony $824.
If some of you can help me with some ideas about what can do or where to go from now I will appreciate it.
I have had similiar problems. I've been in contact with the service dept several times and every time they say they will fix the Playstation2. Each time they have said we will send you the info on where to send it. I'm still waiting!
Challenge by Mark Pacey on December 21, 18:23
Last January, I bought the Sony DSC-U20 digital camera, probably the smallest camera Sony sells. It was a great little 2.0 megapixel camera that took decent photos and was small enough for me to carry in my pocket.
I purchased the camera directly from the Sony store and paid for the Sony care plan 24 month extended warranty. The camera cost $419.99CDN plus $89.99 for the warranty, plus tax for a total of $577.18.
A few weeks ago, I had recharged the 2 AAA NiMH batteries and when I turned the camera back on, the battery light would flash and the camera would shut off. I thought it might have been the batteries, so I bought some new NiMH batteries and once again the camera would shut off.
I checked my receipt and saw that the camera was still under warranty so I dropped it off at the Sony store that I had originally purchased it from. The guy said that the serial number had been rubbed off. I had no idea but looked and sure enough, the number was no longer there. I cannot remember if the actual sticker was gone or if the number was just rubbed off, because I hadn't noticed until the guy pointed it out. He said that it shouldn't be a problem and that it would take around 2 weeks for the camera to be fixed.
Two weeks later I receive a phone call from the Sony store saying my warranty was void because the serial number was rubbed off. After many phone calls to Sony of Canada, they refuse to value the warranty.
I cannot believe that the only serial number on the camera was on that sticker. I could see if the item was a TV or something not so portable. When I purchased the camera, one of the selling points was that you could carry it in your pocket. Now because I carried it with me almost every day, the number got rubbed off and I get shafted. You can see how the case of the camera is worn; I have the receipt; I have the camera; I have the warranty; I'm now out almost $600.
They suggested to pay to have it fixed. Well, the price to fix it is $420. ($310 for the part and $100 labor). Why would I want to do this when I could buy a much nicer camera that WOULD BE UNDER WARRANTY
Challenge by Mark Pacey on December 21, 18:23
Last January, I bought the Sony DSC-U20 digital camera, probably the smallest camera Sony sells. It was a great little 2.0 megapixel camera that took decent photos and was small enough for me to carry in my pocket.
I purchased the camera directly from the Sony store and paid for the Sony care plan 24 month extended warranty. The camera cost $419.99CDN plus $89.99 for the warranty, plus tax for a total of $577.18.
A few weeks ago, I had recharged the 2 AAA NiMH batteries and when I turned the camera back on, the battery light would flash and the camera would shut off. I thought it might have been the batteries, so I bought some new NiMH batteries and once again the camera would shut off.
I checked my receipt and saw that the camera was still under warranty so I dropped it off at the Sony store that I had originally purchased it from. The guy said that the serial number had been rubbed off. I had no idea but looked and sure enough, the number was no longer there. I cannot remember if the actual sticker was gone or if the number was just rubbed off, because I hadn't noticed until the guy pointed it out. He said that it shouldn't be a problem and that it would take around 2 weeks for the camera to be fixed.
Two weeks later I receive a phone call from the Sony store saying my warranty was void because the serial number was rubbed off. After many phone calls to Sony of Canada, they refuse to value the warranty.
I cannot believe that the only serial number on the camera was on that sticker. I could see if the item was a TV or something not so portable. When I purchased the camera, one of the selling points was that you could carry it in your pocket. Now because I carried it with me almost every day, the number got rubbed off and I get shafted. You can see how the case of the camera is worn; I have the receipt; I have the camera; I have the warranty; I'm now out almost $600.
They suggested to pay to have it fixed. Well, the price to fix it is $420. ($310 for the part and $100 labor). Why would I want to do this when I could buy a much nicer camera that WOULD BE UNDER WARRANTY
Challenge by BEVERLY on December 30, 17:05
As with most that I have been reading about, I too was searching for a Sony repair center when I saw you page. I purchased a Sony Mini Hi-Fi component system in March of this year (2004). The CDs started not playing properly. They would play for about 1 minute then stop. I called the service # and after alot of questions, the rep. told me that it was something that needed fixed....duh! After numereous times of putting me on hold she got back to me to give me a service center that would repair it. I live in Juneua Alaska and the service centers were either in Texas or Calif. What really upset me over all is this. All she had was a name and zip code. No address or town or phone #. I just cant believe a Co. as large as Sony would run their C.S. so crappy! I can guarantee you this. I will not be sending it off for repair, and this will be the last Sony product I ever buy, and I will pass the word to others about what they will be getting into if a problem should occur. Beverly, Jn,Ak
Ok, so I got a USED (never do that again) Sony GRV-670 (nor will I do THAT again). The machine was purchased from a very good friend and it had just come back from Sony getting a full check over and referbish, it turned out the power board was going bad in it. So I take my referb sony, and love the thing... fast, pwerful... kinda heavy and eats batteries... but what can you do with at 16" LCD? Anyway.. it dies a few weeks later... I pop the top and discover it is the ribbon cable going from the power switch to the motherboard. Fine, I trim the ends and I'm back in buisness for the next few days, then it dies again. Oh yeah, I forgot to mention this was under the 90 day BS warranty they give you after it comes back. and I'm batteling with some east indian fellow that cant speak a lick of english to save his or my life. (I hate outsourced call centers, send US money over seas...) So to this day I'm still batteling things with Sony over this GRV.
Detriments to Sony:
Sold my PS2, got an XBOX
Advised everyone I know NOT to buy sony
Will never buy Sony again
Family, friends, even the buisness I consult for and the school I go to will never buy sony. Thats too bad for them too... because the contract with gateway is almost up and I was pushing for Vaios
Company wide news letter at DeVry tells the Vaio story, as well as at Microsoft.
Kinda a bad thing for them huh?
Challenge by Krzysztof Wincel on January 07, 23:02
hmmmm, I've bought MD (player/RECORDER) about 2 years ago. Some time ago it lost the ability to record. I've tought that it was just a bad luck, things sometime break down. Today I decided to check if someone else would have similar problem with this model (MZ-N1) What I found was really BIG. Lots of people having exactly the same symptoms and the same failure. It turns out that this defect is very common among this model. My warranty for MD is no more, but since I realized that this model is just a pice of junk I decided to make them respect my rights and the other people with the problem. I wrote an e-mail complaining how I fill decived and so on(becuase I do). All I got was this e-mail:
Krzysztof Wincel,
Thank you for taking a moment to contact Sony Online Support.
We are unable to determine the exact nature of your support issue using only the information contained in your original message. Please get back to us with the trouble you are experienceing with the Sony NetMD Walkman and the operating system of the computer, so that we will be happy to research and assist you.
Thank you for allowing us the opportunity to be of assistance.
The Sony Internet Support Team
Online Support and Services Center
CP1J
Muralidhar
Ok I could undestend it if I wouldn't explain every detail about and if that would have been an isolated case. But it isn't there's so much other. And now I've a problem because I live in Poland and bought my MD in States, and all sony does about my complaint is that enclosed e-mail probably from some outsourced C.S.
I will try fight back but ... I'm lack of ideas.
Cheers
Challenge by dan on January 10, 16:01
was ready to buy a sony 55 inch lcd tv and thought about checking warrantys and how they work I will not buy sony with a suport group i have been reading about. 4000 dollors is to much for a paper weight thanks for all input.
Challenge by Scott on January 31, 17:11
I have a 32 inch Sony TV only 3 years old that died right after the extended warranty ran out. There's nothing I can do about it. Remember the days you could buy a tv and it would last your childhood. I stillhave a tv ffrom ovedr ten years ago and it still works today. But go out and spend $800.00 and your lucky to get 3 years like me.
Turns out I'm not the only one who has this problem. Sony knows of this problem and there is a site with many others like me but they continue to stand by their product.
Assholes!!!!
Purchased a Sony Digital with 128 MB memory stick at Circuit City. The Memory stick proved to be faulty. Circuit City refused to acknowledge any responsibility and SONY simply cannot be contacted.
Advise potential customers to be aware of SONY products.
[ Caution should be urged involving Circuit City purchases]
Challenge by Geoff on April 02, 4:34
I work at Future shop in the Communications Dept, and would do anything to avoid selling a piece of crap sony camera.
They are in the bottom 3 as far as picture quality is concerned, but definetly the worst customer service out of all of the
products that Future Shop carries. Just so that you know Sony will not let Retailers touch their products if the
manufacturers warranty is still in effect. An unfortunate hint is to buy the extended warranty and if you can wait until
the Sony warranty is up make the retailer fix it. That is if you don't have to wait for a year or so. I have a Mini Shelf System
which the CD loaded has broken but I'm waiting the next 3 months and am going to make Future Shop fix it instead.
The other hint is DON'T BUY SONY.
I bought Vaio last month but I got problem with one of sony big dealer. They sold me an old machine with price of brand new machine. I do not know how Sony classify their dealer in Thailand. However in the end Sony only check my machine and Can not change a new machine for me !!!!! They told that the machine was sent to their dealer and they can not swop a new machine for me as their internal system do not allow that.!?!?!? Oh , In the End I ( Buyer) have to accept the machine and Sony in Thailand can do only Check my machine whether its in Good condition. How about my 1 month that I have to deal with Sony dealer in Thailand and worst of all almost 10 days waste with sony in Thailand try to excuse themself out of the case . They only blame to their dealer........ Who Appoint this dealer in Thailand???
Donot trust Sony service in Thailand even I am Thai.
I found out VAIO is an old machine because there are a file of their dealer party in my VAIO (Supposed a new machine and never use it from SONY). They also gave me different specification AC adapter in a neatly pack brand new box. So I contact sony today as their(lousy) customer support did tell me that SONY will responsible changing a new adapter and check VAIO for me .( Not changing a new machine for me.)
To day I contact sony to send my VAIO to check. Sony customer support told me that they are no AC Adapter in their stock in THAILAND?????? WaW ......... They will order it from JAPAN.
What a GREAT service. It Probably 1 more week before it arrive in THAILAND. I still can not believe that a such prestige and they always claim( However May be only in Thailand) that they always keep a spare parts and stocks for the best customer Service. OH...They did not have a stock of VAIO K86SP machine in THAILAND. They never interest in the mind of customer... I wait for 5 weeks since I bought this VAIO K-86SP and I can not use it.
I want to express my view point and I will inform how good service of SONY THAILAND are.
I just thought that I buy the knowledge of How big company like SONY do it in Thailand so all you can know the world greatest Electronics and Entertainments company like SONY do in Other side of the WORLD.
So I no doubt about all You Complain about SONY and I would like to say that It is their World STANDARD. May be we can say SONY WORLD STANDARD.
Cheer For the best JoB they do in SONY.
Challenge by harold on April 19, 22:47
To whom it may concern, I tried to e-mail Sony and did not get through, so I e-mailed U-bid and got no resonse. since the problem is not resoved I am mailing this letter certified. If I do not get a response, I don't know what else to try. At least I will have tried. I hope this letter finds you more content with Sony's product, customer support, and costumer relations than I. I have been a satisfied Sony consumer for many years, and have purchased many Sony products. In retrospect it must have been Sony's quality and durability that kept me sattisfied, because I never had to deal with what I am expierncing with this cumputer. My first call to Sony should have been an indication something was not right. I have a suspicion this computer has never been right since it left the factory. My first call took 45 min. before I actually talked to any one. That person was Misty, she sent me to Austin, they had me repeat 3 times the same thing I was calling about, and that was making a set of restore disc since none came with the computer. So then they wanted to charge me for a set of restore disc. I said no, I want the computer fixed, besides not being able to make a restore disc the DVI out was not working. So they put me through to Tony then some girl I didn't write her name down then after 3 attemps at makeing restore disc and hooking up everal other monitors I ended up with Guy who wanted to send me and my computer to Greenville, Oh.. to a Sony authourized repair shop. I asked if there were anywhere closer and they said UCR in Dayton Oh. I said OK. I get the computer to UCR the very next day. This is when Sony started leaving a very bad taste in my mouth. When I call UCR later on that week to see how things are going, they say Sony would not authourize the warranty work because I did not have a valid reciept. I couldn't believe what happened next and I can't state word for word what happened but I remember something like this. Included is an e-mail I sent to u-bid and I tried to send Sony ;but could not get a valid e-mail address. Please read the e-mail I sent u-bid then I'll go on from there. So if you read the e-mail I would like to stop now and hear what you have to say. But I can't stop my story has just begun. Now I've made so many calls to Sony it seems like a waste of time and effort to keep track but I wrotedown these names of people I talked to but this not all of them. There was after Guy, Micheal, Grace, I think she was the one who said she would personally call UCR and tell them I had a reciept and then there was Jessica, Michiel Josh and lastly Randall. I talked to Randal 4-09-05 he give me my second; event # E 27647667 and told me to go and get my computer in Dayton Oh. and that I never should have taken it there anyway, that I had in home warranty and that he would send someone to my house to fix my computer. Which by the way is a Sony Vaio VGC-RA710G Pentium 4 3.2 Ghz 512 mb advertised as being state of the art and nothing it can't do. So the repair person gets here which by the way was very proffeshional and knowledgeable. He is equipped with; a new set of restore disc, a new mother board, and a new hard drive. He does his thing and every thing seems OK we made a set of restore disc and the DVI started working. He leaves and I'm happy and thinking finally I can enjoy my new Sony. Wrong, the next time I turn it on, no DVI. This brings us up to date, yesterday I call Sony 4-18-05 Sony says well have you tried another monitor. I say the monitor is not the problem. They say can you do it any way. OK now I've hooked and unhooked stuff from this computer so many times I'm sick, but I hook up another monitor and nothing. Then Sony says push in the power button and hold it in for one minute. Now I've aready asked this girl three times to talk to someone else. Finally what does she do, she gives me my third event # E27713010. and sends me to the last person I talked to at least for now. He says what's the problem, You would think with three event #'s someone would know what the heck's going on. So I tell him and of course he wants me to try another monitor. I tell him I've already tried several other monitors and only the analog works. He says hook it up to analog, then he has me uninstall the video card, restart and unhook analog and hook back to DVI. That didn't work so he says, I can send you a box. I say will there be a new computer inside? He says no it will be enpty. I say what can I do with an empty box? He says put your computer in and send it to California. I say what am I supposed to do for a computer? Do you want to know what his advice was? Call this mumber 1-866-3740134 Do you know what this # is? This is where I can purchase an extended warranty What good is an extended one when the first one was no good? The warranty is only as good as the people backing it up.
To: pr@ubid.com
Sent: Saturday, April 09, 2005 11:25 AM
Subject: order # B9391616
Hello ubid, as of this moment I am a very disheartened ubid customer and will most likely never ever buy another Sony product from ubid. I have never been misled or run around as much in my life, as I have with this product. If you would check your records you would see that I have been a loyal ubid costomer for quit some time and have purchased several computers, not just for me but for my entire family. I also was partial to Sony as well, no more. Thier inability to resolve this issue has me furious. Not only did they not resolve the issue they acually complicated it to the point that I felt I needed to write this e-mail. I do not like to type, but I feel the need to stand up for my rights as a consumer. You may not know how it feels to be on hold for 45 min. only to be told that I could not get warranty work performed because the reciept I had from ubid was not a valid reciept. This all happened after a Sony representative told me my product was out of warranty because I had bought it the year before. Then after they could not get away with that they told me to take it to a valid sony repair place. This turned out to be UCR Computers, 1332 Woodman Drive, Dayton, Ohio 45432. Work Order# 53054 The Sony Event# E27494841 So now here I am, I've got a computer Half way to Kentucky that I have no reciept for, can not get warranty work done, I've contacted ubid, I've been in contact with Sony several times, so I tell UCR go ahead I'll pay for it myself. Now I know life is not all strawberries and orgasms, but I could not for the life of me figure out where I went wrong to deserve the hand I've been dealt. I finally figure out that the "Sony" that I've been talking to is not the "Sony" that UCR is talking to, I'm not even sure what "Sony" ubid talked to. I could go on and on but after UCR has this thing 2 weeks they can't fix, on the sixth or seventh call to Sony, I'm told why did you take this computer to UCR you have in home warranty, go get it we'll send someone to your house. Now this is a unrepairable refurbished desktop that Sony sent to ubid, I bought from ubid, UCR can't fix, not to mention I spent $900 on Friday, January 21, 2005 and not have been able to use, I tell them NO!!! I want my money back or a new computer. I call ubid, they say they can't give me my money back because it has been over 15 days. Just what am I supposed to do, Sony can't give my money back or a new computer, but if I take another day and drive to Dayton, burn some more gas, they would be happy to give me a few flash memory sticks for my trouble. What about all the rest of the trouble this has all been? I'm not sure what to do, but I was told by a ubid representative a while back, that if I had any more trouble to contact ubid and they would contact sony and try to get this resolved. I would deeply appreciate anything anyone can do, thankyou. H. R. Cheney
Fustrated with sony, I wanted to vent my voice. Found your site through search engine. I will try and keep it short and simple, but it has been anything but that.
Bought my wife digital camera for Xmas. ($600) Tokk pictures with it that day, but it ended up in her chester draw for the next 3 months. (She couldn't get use to the new gadget and instead kept using her 35mm)
After three months I decided to adobt the camera. Took it out of the box, and it would not work. Sent it in for repair and was told camera was damaged. What the hell that ment I don't no.
After many phone calls with nothing but ded ends, I wrote to the President. Got a call for some dork and in the end she offered to sell me a new one for 10% discount. I couldn't believe they were trying to profit on my misgiving by trying to sell me a new one.
Hung up and wrote the Presidnet again. Another person called back. This time they said they would fix the camera for $150. Seeing how I had $600 into the deal, I unhapply agreed with her offer.
My pay back to Sony for the rest of my like is to proudly tell my story to any potential buyers when I go in a electronics store.
My sister bought me a sony laptop. She bought this in Japan. The laguage of the operating system of my laptop is in the Japanese language. Can you help me on how to change the language into English? Do you have a service center here in the Philippines? Please help cause I dont know what to do. Right now I can't enjoy the laptop. I am hoping for your immediate response.
Challenge by K. Matthews on June 06, 17:58
I bought a Sony VAIO Z1VA laptop in February 2004 for $2400. I bought the extended warranty in April (within the 90 day limit) for around $250 for 2 years.
I've had the following problems:
*Bad touchpad* (2 weeks into owning it) - had to send it in and get it replaced. It was replaced with a noticably refurbished touchpad that took my notebook from looking brand-new to looking like it's been around the block a few times.
*Speaker/headphone problems* (immediately after receiving it back from last repair) - Didn't want to send it in again and be without it for 2-weeks since I use it for work, so I decided to deal with it for a while.
*Hard-drive failure* (Feb. 2005)
*Bluetooth device failure* (March 2005) - The bluetooth device stopped working right before my eyes- never to work again. But still, I needed this computer for work, and I tried to work around the bluetooth failure, so I decided to deal with it for a little longer.
*AC adapter bad* - completely shorted out, get's extremely fiery hot, and provides no power to the laptop.
*Wireless LAN card failure* (April 2005) - The wireless lan started becoming disabled and would freeze the computer upon trying to reinstall the drivers.
I couldn't use it without being able to use the network, plus now the speakers/headphones stopped working completely so I sent it in for service under the "Extended warranty".
Online status says "waiting for 353.80 from customer for repair".
I call in and tell them have purchased an extended warranty, they tell me someone will call me back in 24 hours.
48 hours later, I call them because no-one calls me and the online status shows the same.
They tell me that indeed I do have a warranty, and it's showing on their screen in front of them, however, I "should be speaking with ServiceNET and not SONY, because that's who has the problem". I called ServiceNet who asked me my name, my work order (W521T318) and other information but cant find me in their database...
I call sony back and the rep tells me he has contacted his 2nd level support who will contact me within 48 hours...
And here I am waiting.
(I left out a couple of repairs to try to keep this short- oh, and also a numerous phone-calls in between where I was told that the laptop would soon be on it's way, and then being told the opposite)
Anyway, judge for yourself. The idea of extended warranties is good but the service behind it is mayhem. And these companies are very much unchecked.
I too have come across this site from searching for help on my sony vaio laptop. I have one of the GRT series, with no extended warranty. I order it directly from sonystyle.com. My laptop is 1 1/2 years old, just a few months after warranty is up. One day i was using the vaio and turned it off for about 2 hours, when i came back to use it, i got a white screen up from boot time. I hooked up a monitor to the back and it worked. So its the lcd. Since my warranty is up i took it to get repaired. they said it couldn't be repaired. I need a new screen. So i decided to write sony and see if they had suggestions. After an exhaustive search to find a way to even contact them. I found a customer support email address and i got back a computer generated response...
Thank you for taking a moment to contact Sony Online Support.
We are unable to determine the exact nature of your support issue using only the information contained in your original message. Please get back to us with the trouble you are experienceing with the Sony NetMD Walkman and the operating system of the computer, so that we will be happy to research and assist you.
Thank you for allowing us the opportunity to be of assistance.
The Sony Internet Support Team
Online Support and Services Center
So I reworded my letter, but i still kept getting this response. How can it be customer support if no one even bothers to read the customer's letters.
My laptop was very expensive for me. I bought it intending to use it for quite some time and then sell it off eventually. This has totally been a dead end issue for me. I need the portability of my laptop, i can't carry around a seperate monitor with me everywhere i go. I work from my laptop an d i can't afford a new one. I can't even find a way to buy a replacement screen.
I have been an avid lover of sony products. I kept them in high regards for quality and style. But they have let me down in my most EXPENSIVE purchase to them. I bought a high end laptop with all possible extras. I am now terribly angered by this error, which occured for NO reason. MY laptop sat at its desk. I am joining this group of individuals in now claiming Sony as the enemy.
I will fervently advertise sony as a terrible choice for any purchase to anyone who cares to ask or who has an open ear.
Oh and by the way, i also recently purchased a sony DSC - P93A digital camera, and i am praying that nothing goes wrong. I am actually thinking of selling it and buying another brand that is more customer conscious before anything else happens.
I anyone has had similar problems with their viao can u please email me ur solution.
Challenge by Michael on June 09, 23:06
You all are a bunch of pompus jerks! I love sony products! What are you freaks doing, using these products underwater or something? Sony is the best! I have thousands of dollars of sony computers and other products, none of which have never been serviced! Screw you, Sony rules the world!
Challenge by Michael on June 09, 23:09
And by the way, you think that you're hurting sony's revenue? Heck no, Sony will always have customers and make billions of dollars a year regardless of what you do. And I know, I work for them.
