Sony Vaio Series

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Poor Sony Customer Support - warranty service refused
Posted by on
FLORIDA -- My Sony Vaio laptop is less than a year old. It has always been hard to open. Recently I opened the laptop and the LCD screen cracked. Called Sony support explained the problem, and how it cracked. I was told that my repair should fall under my warranty as it happened during ordinary use and was less than a year old, unless it was determined that it was dropped or had been abused. To which I stated it was never dropped or abused. So I filled out my repair sheet, even explaining in detail what happened, and posting sticky notes to the places I had my hands on the outside of the laptop and the inside edge of the plastic frame, in the center where you open it, which just so happened to be the same exact place on the screen where the cracks were and Sent to Sony for repair. All this also happened when my son, who is a computer tech, was standing there and saw it, and told me exactly what he thought, the hinges were too tight and the stress of that on the screen each time it is opened, with the screen that is not reinforced on the inside, caused it, and Sony should handle it under the warranty.

So knowing what he said and what support told me, I felt great, it will be taken care of and I won't have to worry about having to spend money I don't really have right now to get a new one. So I wait to hear from Sony. I then receive a notice a few days later, that it was going to cost $529.99 to fix my screen. Highly upset, I Called and talked to "Alexis" in the repair department and all they could tell me was that my screen was broken. I continued to explain, no kidding, that the support department knew this before it was sent out. They refused to allow me to speak to the tech and would only give me his code #3m8, who was obviously not so smart to only be able to figure out what I already knew. Giving me every excuse why I could not speak to the person who actually was working on my laptop. They also insisted it was from physical damage, but could not tell me what, they had no proof of how it happened.

So they argue with me that I abused it. I also told them of my sons obviously smarter diagnosis, I insisted on speaking to all supervisors, they told me I would get a call back in 24-48hours, still would not give me names other than her supervisor greg # e52j and the techs supervisor #3lt. Told they are not allowed to give names. So highly upset that they refuse to honor the warranty, I wait... More than 72 hours later, I get a call from Supervisor David Pham #DO4X. Who tells me nothing knew, only again insisting that I must have shut a pen in it or something, I insisted again, no and repeated everything again, then he said oh yeah I put my hand on it just like you said in notes and that didn't do it because that is not where the cracks are, so you must have had pressure by something on it. Wrong again, the pressure was from opening it, and the weak screen, which I again stated was not my doing, and obviously he is lying because if he put his hands where I said, the cracks are right there. That falls under workmanship and ordinary use. Still refused to honor my warranty. But offered a discount of $400 to fix it. I stated that how could they try and charge me for what my warranty clearly states should be covered. Not to mention that this exact problem has happened before to other customers. And is why they have a bad customer service rating. And that since my son the tech knows what the screen costs and how it is done that charge is way too high. That I and all my family have been Sony customers for years, but never again.....never, will any of us buy anything Sony ever again. So I was told they would send my computer back. We will see if it arrives in the condition it left.

When I received it back yesterday, as it was suggested by my Tech son, I took it to a local Computer Retail Store, that is currently receiving high reviews for their Techs, to have them look at it. I explained to them how the crack occurred when I opened it and showed them exactly how I opened it. Their Tech Department, stated that they have had the same laptops come in with the same problems, and have heard the same Sony repair warranty refusal complaints. The Techs confirmed that the hinges are too tight and because the screen is not supported, since it only has a thin foil lining between the screen and the outside plastic top, it is Sony's cheap workmanship on this model that is causing the problems. As Just opening it normally puts pressure on the screen, that's why you can see it bend when you open it because the lack of interior support. Unlike the model # vgn-n250e, that has the same exact lcd screen installed, but it is supported by a steel plate between the screen and the top, so it does not bend when the screen is opened or adjusted. They told us it is an easy repair that should take any computer tech repair shop, no more than about 30 minutes to complete, but it should be covered under the warranty, as it is very obvious by exterior inspection that there was no physical abuse to the laptop

It is also very obvious by looking at the external area around the screen that Sony's tech, never took it apart to confirm that there was no damage from abuse, they merely opened the laptop and said yes the screen is cracked and expected us to fall into the rip off scam they are running.

Disgusted...........................

A Former Sony Customer.
     
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Anonymous on 2009-02-09:
Vaio laptops have a history of cracked screens and Sony refusing to replace them under warranty. Apparently Sony uses very thin LCD screens that poorly resist stress. Even just a little too much heat from the laptop will crack one of those screens. Purchase a good replacement for $150-$200 and have your son install it. There are some web sites with detailed installation instructions.
MrBeanRocks25 on 2009-02-10:
I just purchased a laptop recently, and I am so glad I didn't buy Sony! I recommend that you sell it on eBay for parts or repair. They sell very good there. That's what I did with my old one. :)
boo on sony on 2009-06-24:
I had the same experience with Sony customer service. I bought a VGN-z540. Sent it in for repair under warranty for a very minor issue that occurred during the course of normal use. Service reps kept repeating that I had dropped my computer, which I hadn't. It was almost like they were instructed to say that. They were going to charge me $380 to replace the hinge, which they claim I broke (which I obviously hadn't--wasn't even related to the original damage that I sent the computer in for). I didn't pay up, but my warranty was void forever.
Firoze on 2013-08-20:
No Cracks on my screen, no scratches and finally display problem. The Service center refused to take the warranty they are saying the laptop is dropped or kept a weight on laptop that causes a physical display. I don,t know why they are not taking warranty , without my mistake .
Dave G on 2013-09-01:
I want to buy a Sony laptop, but their horrible customer service reputation is holding me back. Who has good support. If I bought apple maybe I wouldn't need to rely on support as much. I dropped my iPad under warranty on the subway and broke the LCD, the apple store replaced the unit in 20 minutes.
marius on 2014-05-23:
after 2 weeks from buying, my vaio laptop screen crashed. I just llifted up the laptop (holding the laptop by screen) . I have 2 other old laptops and this never happend with them. Do you think they will repair it?
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Refused Warranty or Even Repair of Sony Vaio Laptop
Posted by on
Rating: 1/51
LOUISVILLE, KENTUCKY -- My new (less than three months old) Sony Vaio ultrabook stopped working. It was working fine but stopped completely. no lights, nothing. I called and sent it in under a warranty claim.

I received an email advising that they were awaiting a call and when I called, I was told that the unit showed corrosion inside. According to the technician, this was due to moisture inside and they would not provide any repairs. I asked about the causes of the corrosion and was told it was either because the unit was put into water or possibly, it could have been the result of using the computer from a hot environment and coming into air conditioned space which is entirely possible given that, like many American homeowners, I had central air conditioning. This seems to be a defect of design. Nowhere does Sony warn of the risk of using a computer outside and bringing it inside (which was done constantly as we also have, in addition to central A/C, wi-fi which allows us to work outside and inside).

In addition to the dispute about the design limitations and their statement that they do not cover this because they have no control on the environment in which a user uses his or her laptop, we discussed the replacement of the motherboard. The technician told me to call the parts department and inquire about a new motherboard. Sony does not sell motherboards and I was told to ask Andrews Electronics and Encompass, both of whom are parts distributors but offer sales to retail. Pricing for both companies was the same, about $1100 plus a $700 core charge or more than $1,800. I asked the representative how the motherboard, which was inside a $800 computer, could cost more than twice the price and she assured me that Sony set the prices but it did seem silly. I know that Fry's will sell the same motherboard for around $800 packed neatly inside a new laptop but that seems to be the point, Sony refused to stand behind their product and will do everything in their power to force a consumer to buy a new product.

I called the repair center and number of times and I called customer support and was given the runaround most of the time. I was given different prices for repairs ranging from $1,300 to $1,500 but, in every case, they would NOT provide the service. Customer Service people will routinely apologize for the way I was treated but every time I asked for an email address to send in a statement, I was put on hold for more than ten minutes.
     
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PassingBy on 2013-08-02:
I call BS on Sony repair and corrosion excuse. I repair laptops and desktops ad in all my years I have never seen corrosion unless a liquid was poured inside or the unit was under water at some point. I have used laptops in high humidity (85%) with no problem at all.

Sony makes very good computer equipment that lasts a long time. In your case it's probably the board that has gone bad.

I suggest that you contact some executive at Sony to plead your case.
bcd on 2013-08-03:
Sony laptop operating manuals state that operating the product in direct sunlight and high humidity is considered improper handling.

The damage may have occurred when you carried the computer outside because the also manual states:

When your computer is brought directly from a cold location to a warm one, moisture may condense
inside the computer. If this occurs, wait at least one hour before turning on the computer.
LN on 2014-01-22:
Had nothing but problems with my Sony viao ultrabook (SVT-13126CGS). The screen goes blank and then decides to work fine a couple of days later, the hard drive says memory full when there's loads of space and now the touch screen appears locked for some reason. This is my third Sony laptop and the others had (lesser) problems too. I won't be buying the Sony brand anymore.
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Defective products/poor customer service
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My son purchased a computer from Sony Style on line 7/10/09. We received the computer laptop Sony Vaoi VGNNW130 on 7/15/09. He took the computer out of the box and proceeded to connect the battery and plug it in to charge and it would not recognize the battery. He then called Sony support and they were able to get the computer to recognize the battery but it would not charge. He was then told that it was a defective battery and they would priority overnight ship the new battery to him. We left for vacation on 7/18 and the battery had not arrived. Upon returning from vacation the battery had still not arrived. A second call was made to Sony and he was told the battery was on back order and he should get it in 3-5 days. A third call was made when it did not arrive and he was again told it was on back order it should be 3-5 days. When that did not arrive he called again and a replacement battery was found and it would arrive in 3-5 days. That did not arrive another call was made to Sony and he was told both batteries were on back order.

Once again it should only be 3-5 days for another to arrive. This went on until he left for college. I took over the calls to Sony and got nowhere. I was told on 8/28/09 that a priority service called was placed and someone who could help would call me back within 24 hours. On 9/1/09 I still had not received a call back. On 9/1/09 I spent 5 1/2 hours on the phone, was disconnected 5x and had to start the process over each time to get to the correct person. During all these calls I was transferred from customer relations to Sony Style, I was told because my son purchased the computer on-line, who proceed to transfer me to Sony Cares. The gentleman who helped me told me there were plenty of batteries available, he actually checked 3x to be sure and asked if I would like to order one.

Of course I told him and then proceeded to tell me it would cost 199.00. Needless to say I exploded. A manager came on the line and told me they were unable to send me the battery without payment. I was then sent back to Customer relations. The manager there told me they had found a replacement battery it was in the warehouse and would be shipped to me within, you guessed it 3-5 days. On 9/9/09 I called Sony once again to see why we had not received the battery, I was once again told it was on back order. I blew up, they put my call through as a "Tier 2" call and Danny, from San Diego told me he did have the battery and would priority ship it next day. Well, waiting for a happy ending, you're not going to get it. The battery arrived just as Danny said on 9/10/09, but when my son put it in the computer it did not work. The problem it seems is not a defective battery, but a defective computer. I have already been told that I cannot receive my money back because the 30 day warranty is over, bull I say. Not my fault it took them almost 60 days to send me a replacement part, and they misdiagnosed the problem to begin with. I was on the phone once again 9/10/09, disconnected 3x, 2 1/2 hours later to be told anyone who could help me is gone, I have to call back in the morning. DON'T BUY SONY PRODUCTS!!!!!
     
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bcd on 2009-09-11:
While I was reading this story I knew it was going to end with the replacement battery not correcting the problem. I am disappointed that Sony customer support incorrectly evaluated this. Are you sure the computer only has a 30-day warranty? All new Sony Vaio computers have a one-year manufacturer's warranty. (There is a 30-day return policy). Good review.
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Black Screen
Posted by on
Rating: 1/51
PENNSYLVANIA -- Bought a Sony laptop Oct of 2010 at a cost of $700.00. Starting in Dec. of 2012 black screen all the time off and on was with premium tech support trying to fix it. They had it running off and on then the screen just went black, took it to a PC doctor was told the soldering used when my computer was made by Sony was bad. They have since upgraded their soldering procedure on the Vaio laptop. OK then I sent it to Sony they told me the screen part of it was the cause of the screen going black, they want $ 317.00 to fix it.

Sony has ripped me off and now they want more money, so I guess all they expect from there product is 2 years that you will get out of their product. Well I will go to Attorney General with this problem if any one out there has this problem please call me 570-995-5110 and please call your Attorney General and file a complaint, this is a manufacturing problem and the consumer is paying for this error is making it I will log down your names and follow through with this against Sony please help me do this.

Thank You
Kathy

I read your terms, and you know people the consumer buy a product and expect more than 2 years out of their purchase and if this company can do no better than the way they treated me and look at the complaints that other people are having on the same issue, I believe in my heart this has to be addressed to the public and they should stand up for their name, yes its out of warranty but 2 years that really sad, My 3 cents means a lot to me and your product should mean 3 cent to you also.
     
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Sony Produces Bad Quality and Service
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I purchased a Sony Vaio vgn nw150 j/s laptop 13 months ago. On the 13th month the Hard Drive died and needs to be replaced. Sony will not honor the warranty past the 364th day and wants me to pay them $499 to repair it.

First off I'm upset that they are selling products that do not last more than a year and are charging top dollar, and you have no recourse. I paid $800 for the laptop and don't feel I should have to pay this every year for a laptop, or even one time for a years worth of lap top. I could rent one cheaper than that.

Sony's products are not good quality. I don't understand why we all think they are a good company because they are not. A few years ago I purchased a DVD player, and just before a years time, it died. I went to return it to the store but did not have the original packaging so they would not exchange it. I had to purchase another one, then put the old one in the new ones box and return it. This one also died before a years time, and since I had no packaging again, I had to do the same thing again.

If you are unsatisfied with the answer you get from customer support, too bad. They will not give you to a manager and say that they are the highest ranking for this issue. they will not provide corporate headquarters address or phone number. Why would Sony not want consumers to call them? Probably because they anticipate so many unsatisfied customers and do not want to hire that many people to take all the calls. They do not want you to be able to find them. What kind of company is this? Can we kick them out of the USA? I WISH!!

I will never purchase another Sony product and would warn any other consumer about their quality and service before they consider Sony products.

If you were also ripped off by Sony, paste as many complaints as you can on the web. lets at least try and diminish their profits.
     
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leet60 on 2010-09-09:
In my experience contacting Sony Corporate is an exercise in futility. Do not pay $499.00 for a repair. A lap top hard drive is relatively easy to replace and you can purchase them for a much lower cost.
Anonymous on 2010-09-10:
You are aware by repackaging a different and broken item than what came in the box is stealing from the store, right?
From the sounds of things you are just as awful as Sony
rockfishing on 2010-09-10:
I've never had any problems with Sony products. Sony lived up to it's end of the agreement with the warranty for a year. That is the way it is with almost every other products. It's up to you to purchase an extended warranty. I hope next time a product breaks and you rebox it that you consider the person who buys it and has to go through a major inconvenience to fix your issue. To bad we can't say what really needs to be said here.
Anonymous on 2010-11-18:
Write on a huge cement block 'BY ACCEPTING THIS BRICK THROUGH YOUR WINDOW, YOU ACCEPT IT AS IS AND AGREE TO MY DISCLAIMER OF ALL WARRANTIES, EXPRESS OR IMPLIED, AS WELL AS DISCLAIMERS OF ALL LIABILITY, DIRECT, INDIRECT, CONSEQUENTIAL OR INCIDENTAL, THAT MAY ARISE FROM THE INSTALLATION OF THIS BRICK INTO YOUR BUILDING.' And then hurl it through the window of a Sony officer and run like hell.
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Don't buy SONY VAIO Laptops
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On October 19, 2008 I bought a Sony Vaio VGN-FW285J ($1700 with bluray burner) at the J&R Store in Manhattan. The laptop worked fine for a couple of months. One evening, while playing a game, the laptop suddenly shut down. I tried to turn it on but it failed to respond. When touching the keyboard you could feel the laptop was hot. I assumed the computer had turned off as a result of an overheat protection measure. I waited five minutes and turned the laptop on without any problems. I resumed playing the game and the same thing happened. This time the computer shut down after playing for 5 minutes.

I bought a coolerpad for the laptop. The problem seemed to have disappeared. As I live in Costa Rica, and the guarantee is only for the United States, I decided to continue with the coolerpad until I had a chance to go to the States and take it to support. As time passed the problem reappeared to the point that I was not even able to use the laptop normally, the keyboard freezes and the laptop shuts down a few minutes after being turned on, no matter what I do, even with the coolerpad.

I was able to go to New York in October 2009. I took the laptop to Sony Plaza, under guarantee coverage. Support there was very professional, I told them that I thought it was an overheating problem and that I lived in Costa Rica where temperature was at least 10 celsius degrees higher than in New York. They added a note in the repair voucher,. In less than a week they called me back saying they had repaired the laptop and that all was OK. I picked up the laptop and was told they had changed the fan. I tested the laptop and it seemed to work fine. When I arrived in Costa Rica, I turned on the laptop and after 15 minutes of work it shut down as it had been doing before taking it to support.

Lucky for me I had a friend going to New York the following week. I gave him the laptop and he again took it to Sony Plaza. One week later my friend picked up the laptop. He was told the motherboard was changed. When I got back the laptop in Costa Rica. I was surprised to find that after running the laptop for 10 minutes it shut down!!!!

Sincerely, I don’t know what kind of technical support SONY has, twice I’ve taken the laptop in for repair, twice I have been told parts were replaced and twice I have found the repairs ineffective.

Now, I sent it back for a third time, and they say it has physical damage and that voids the warranty, what physical damage?? The laptop was physically perfect all the times it was sent to SONY.

After calling them during three days, from Costa Rica, they shipped back the computer without being repaired. The most funny thing is, when I called the day it was shipped back, they told me the computer hadn't been sent back, I asked for some pictures of the physical damage they said the computer had and for information regarding what was going to happen to my computer and how much the repair would cost. They sent me an email at 3:45pm with two pictures of the damage (no info whatsoever about the repair costs) and they shipped the computer back at 4pm without being able to even answer their email.

SONY are a bunch of scammers.

DON'T BUY SONY VAIO you will regret it

     
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Mau2010 on 2010-03-18:
For SONY complaints check this Facebook group: SONY No More!!

http://www.facebook.com/home.php?#!/group.php?gid=373475912950

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Problems with VAIO VGCRT150Y CD drive, Indian call center
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In 2008, I purchased a Sony VAIO VGC RT150Y All in One desktop computer. Everything on the system was incredible, with the exception of the feeble CD/DVD drive, which broke after six months of casual use. Luckily, the repair was covered under warranty. However, during the replacement, the service technician cracked the large stand of the computer, so another service call was required to replace the monstrously heavy base.

After about six months, the CD/DVD drive collapsed once again, this time dropping parts into the mechanism of the computer. While my computer had been out of warranty for about one month, I called Sony Tech and requested a service call, explaining that I fully expected to pay for this call personally. This is when the serious problems of this complaint first developed.

Your service tech in India was clearly drunk. She slurred her words, giggled, and rudely told me I should just "box up the computer and send it back to Sony." When I explained this was not practical due to the size of the computer, she snorted like a pig, and garbled something about "so sad you have no warranty." In the background I could hear several Indian voices hooting and hollering as though a party was going on. I hung up the phone in disgust and called back.

This time, I reached a male in your Indian call center. He too sounded drunk, and seemed to be gasping for breath. His speech was literally incoherent. He said he wanted to look at my computer from his end, but when I followed his instructions I was suddenly given a window asking me download a binary *.exe file. Knowing I never had to download ANY file for such a call-center evaluation, I told my Indian friend that his befuddled advice, and suggestion that I download a strange file, were downright ridiculous. Again, I could hear the screeching laughter of several other call-center employees in the background.

Luckily, I purchased my computer through American Express, and have filed for my one year extended warranty to resolve this problem. However, my experience with Sony Customer Service has been so frustrating that I had to put my thoughts in writing. I have spent well over $7000 with Sony in the past ten years, and my account history is clearly visible.

My first concern is that the plastic CD/DVD drive in the VGCRT150Y is not up to Sony standards. The comparable drive in my Sony VAIO Laptop, which was purchased several years ago, is clearly superior, and all the plastic parts which broke on my VGCRT150Y are reinforced by metal on the laptop's comparable CD/DVD drive. I was also astounded by the complexity of replacing the CD Drive on the VGCRT150Y, and am again surprised that a consumer oriented company like Sony would create such a byzantine mechanical system. Even your experienced warranty technician broke the device while trying to fix it.

The real issue, though, is the obnoxious response from your Indian call center employees. While everyone in the US jokes about the incompetence of offshore computer assistance, I have never experienced such rudeness and uncivilized behavior as I encountered on my recent calls. I hold Sony fully responsible for the childish and inebriated conduct of your service "technicians."

I submit this history as an example of my acute dissatisfaction with Sony customer service. While I anticipate a response that my peculiar experiences were perhaps isolated incidents, I'll probably still think twice before making any significant investment in a Sony computer product again.
     
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Crappy computers
Posted by on
It's ridiculous!
I'm never buying a Sony computer in my life again!

I bought a dark red, Sony Vaio, CS110D computer last year December, and was using it happily when in March, the fan suddenly started making really loud irregular noises. Not the kind of noise that comes gradually with dust in the fan.
I dismissed it as being something normal and not harmful. June comes, and the fan noise turns into a very shrill, high pitched noise. It sounded like the fan was about to turn on it's head and destroy the inside of my computer.
I was traveling at the time so I couldn't send it in to Sony repair center for repair, so I waited until September.
I sent my computer in on September 7th and expected it back 7-10 business days plus shipping, so in 2-3 weeks. After 1 week, I call in to check the progress of my computer, and I found that the computer hasn't even been booked yet. So I try to resolve that issue.
I ended up calling every day. Yes EVERYDAY to rush the people to work on my computer. The customer support people kept on telling me different things like "The mechanics are telling us that it is a physical damage so you have to pay $500," When all I do is place my computer on my desk and not move it. And so I spent over 50$ on my phone bill, calling long distance trying to get a hold of the repair center in Toronto to discuss this issue with the mechanic, when one day, I called back to the support center, just to have them say "I'm sorry, that was a mistake."
With various issues going on, people telling me different things, and my fan issue not being fixed, I got annoyed.
Apparently the fan was on "back order" and they had "no idea when it was going to arrive." This was week 6 of the whole ordeal. One and a half month have passed and I still haven't gotten my computer back. How can one live for one and a half month without a computer especially when one is a student and needs the computer to do various projects including programming?
I got fed up, and told the customer support person that this was not acceptable. 7-10 business days, this has been over 1.5 months! I want a new computer. Since you can't fix my current one, you can replace it. After more phone calling, with the people saying "Oh, someone/manager will call you back tomorrow" (Of course no one calls back, What was I expecting) They finally decide to replace my computer.
I expected the computer to be in 3-4 days since the factory was very close to my home, but after 2 days, I call in, asking for more information, they told me the order to send out a computer hasn't even been placed yet. I got mad, and tried to rushed them again. I find that whenever you get mad, the people CUT YOU OFF to try to calm you down. When you get cut off, you just want to lash out more.
People kept on telling me things like "mam, we can't see the status of the order. We have different systems." but miraculously, 5 minutes later, when I hung up, and called again, the next person told me they could see the information. Lying much? What was it about "I can't see the information, we have different systems?" What a bunch of lying people!
So after another week, I FINALLY got my computer again, and happily I open it, just to find instead of a red computer, I got a black one. I was not pleased. I bought a Sony computer solely because it was red. I decided to suck it up and leave it at that since I didn't want the hassle again.

Using my new computer, end of November, comes December, and surprise surprise, my NEW brand new Factory condition computer's fan broke again, with the exact same problem as my previous computer. I called back again early January (as December I was back in my hometown) and tried to resolve this issue again. Again with the support people who don't return calls, and the rude cutting me off during mid-speech. The only option they could give me was to "send the computer in and have it checked out." Needless to say, Sony has lost all my trust. I will NEVER send it in again, who knows, it could be 2 months this time. I told them that, to find another option, such as sending me a fan, and I'll find someone to replace my fan, or send in a technician to check out my computer. But I felt like I was talking to a wall, the person could only repeat like a broken machine "I'm sorry, but the only thing we can do now is have you send it in to our repair center to have it diagnosed."
They talked to the manager and couldn't even have a spare fan part sent to me? I mean wouldn't it have been easier to just send me a fan, rather than spending all the money on having a technician work on it and shipping on sending it to and from the factory? Since they aren't willing to compromise, I decided to drop it and just wait for my fan to explode on me.

Needless to say, I'm HIGHLY unpleased and will never buy a Vaio computer again in my life.
If you are looking into getting a VAIO computer, hope that you have don't buy a computer with such a high rate of breakage.

Get another brand. Don't ever get Sony.
     
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Ytropious on 2010-01-21:
Do you have shedding dogs or cats? Dust and other debris will kill the internal fans. I know you don't think that's what caused it, but unless you elevate it on a chill mat or something you're just begging for disaster. You DO have it on a chill mat, right?
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Vaio AR520e Bad Nvidia Chipset
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NEW YORK, NEW YORK -- Sony has worst customer service I have ever dealt with! EVER! I bought a Sony Vaio VGNAR520e in Oct. of 2007 2 weeks ago the screen became destorted just out of the blue. Then it became scrambled with artifacts, then it just went black. I always knew it was running way to hot and tried using laptop chill pads to try to keep it cool. Took it to Best Buy where I bought it and was told that the Video Card was bad, and for $700 plus could get it repaired in about 4-6 weeks. I came home and began to explore the internet. Come to find out that there was an issue with the 8400MGT Nividia geforce video cards that was in my machine, all of them were bad. These bad cards where sent out to Dell, HP, Apple and Sony. In 2007 Nvidia came clean that the cards were bad and defective. Dell, HP, and Apple replaced them all in there machines and repaired the defective machines, but not Sony!!!
NO! They sat on it for the consumers till everyones one year warranty was up. The defective Nvidia chip set dosn't go bad till the machine is 1 1/2 to 2 years old then it dies from the heat and cooling issue. http://www.theinquirer.net/inquirer/news/1028703/nvidia-g84-g86-bad
So Sony puts out a recall on certain models only that they list on there site as having this defective chip set, for free repair. My model is not listed, but does have the defective 8400MGT geforce. I talk to a rude moron today in customer service who tells me, and I qoute! "The video card is the one recalled, but the model you have is not listed so there is nothing we can do for you"
So I said "My laptop is recalled, but not recalled?" reply from Sony MORON "YES".....
I have a $1200 Machine with defective hardware that Sony knows is a defective piece, and they refuse to fix it! There Reason it's pass the 1 year warranty! Which explains the models they listed they probley all still under a one year warranty and Sony knows it take's 1 1/2 to 2 years before the defective chip set completely breaks down. So I ask for higher ups. Same thing is said they admit the chip set is bad, but refuse to fix it. It was moron after moron I spent 2 hours talking to dumb, rude people who rejected to help me even tho they said it was a defective chipset that was recalled.
Every Sony in my house is going to be sold!! I will NOT EVER, BUY Sony AGAIN, EVER! They treated me the consumer as if I was the idiot! I meant nothing to them! ZERO! They even refused to pay half the cost of the repair! They talked to me as if I was a bother to them! I will buy a new laptop this week, and it won't be a Sony. Just bought my kid a brand new Cyber shot last week it's going back. My son wanted a Xbox 360 for Christmas, I talked him into a PS3, well I'll be getting that Xbox 360 for him now! All my vid equipment will be found for sale on Ebay.
But this is far from over. I make documentries and will be doing some work about Sony now. I will be posting more. I'll be getting the recorders out people have to hear this crap to really believe it.
     
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Arrogant Odd Unacceptable Customer Service
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For Christmas, two years ago, my parents surprised me with a Sony Notebook. I should look up the model, but don't feel like digging through the bathroom closet to find the notebook. Oh yes, it has never been used. It's something like VGN AR .... Media Center Edition. I should know the model as I've faxed Sir Howard Stringer and all his affiliations lengthy letters dozens of times. The notebook cost was $2,400.00.

I can type volumes here and give contact names if you want (as I've researched contact addresses on Stringer's biography even). A brief summary is that Christmas for my dear parents was ruined,and I have $2,400.00 worth of no notebook to use. I wanted to trade it in, called SonyStyle.com in plenty of time, was given the run around several times, and vow to remind them monthly - forever.

Their support system is a joke at most. They put me off until it was too late to send it back, and then said I could trade it in at the value of $250.00.

When I decided to try to use it (even though my Dad was not aware they were selling him the media center edition), there were problems. Stuck with it, I started calling customer and tech support. One tech guy didn't even say hello, Sony, etc., and I had to say that I heard him breathing - HELLO. As soon as I said the word Christmas, he told me that his girlfriend's boyfriend died under a Christmas tree. Sad if so, but what???

One tech person walked me through a restore on this new product, and a message appeared that it was not a Vaio product. We paid for a new Vaio product. Again, what?

Oh, it has been a nightmare, but I'll just keep it in the closet and keep contacting them.

Today, I received a call that still makes me laugh. A woman identified herself as being form "the executive offices" and proceeded to cite lies about when I did / did not contact them and all the help they offered me. You tell me where the logic is there? If they offered to help originally, what type of idiot would still be fighting them two years later? Of course, they did not offer.

This woman must have been trying to establish for her boss that she was tough and would certainly handle me (the consumer). This is their attitude. They don't help nor do they serve, and they certainly don't please the consumer in this case at least. She called my home and certainly tried to be tough ... with the wrong person. I don't use foul language nor do I get agitated. I simply have the truth on my side and the intelligence. She was rude. Rather than hang up on her, I finally just told her to not call my home and gripe at me; rather, if they've offered to help so many times, help. She gave me a number to call. I took the number, thanked her, and said goodbye. Been there. Done that. It will do no good. Trust me.

I did add that she called my home stating "facts" that were not factual at all, and if I ever get rid of my desktop, I might just have someone take my hard drive and try to find all the information I've long since lost (although I did keep a thick folder of documentation).

They'll let you send the product to them for them to look at. I've read numerous reviews stating once that happens (and they have your product in their hands), they'll quote a high fee to fix it. Recall, I'm talking about a new never used (and not refurbished) $2,400.00 product here.

If you have problems, I'd suggest looking up Sony on Hoovers.com where you can get the fax numbers for all the executives. You can also read their bios on their site if you want to try to contact them through organizations on which many serve as board members. I do.

I'd also suggest not buying it in the first place or at least buying it through Sams Club, etc. if they have what you want. They'll take it back.

Excuse typos - rushing. Stand firm though. Even if you're stuck with a lousy product from a company like this that has ignorant yet arrogant customer support, be the squeaky wheel.

     
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User Replies:

madconsumer on 2008-05-24:
so what was the issue?
Anonymous on 2008-05-24:
I understand that the poster was 'rushed'. But, I am at a loss to understand what was wrong with the notebook. So, what was wrong with it? I understand the part where the poster could not get satisfaction. It's helpful to know the original basis for the complaint...hope the poster comes back with more info.
Anonymous on 2008-05-24:
"what type of idiot would still be fighting them two years later?"

I don't think I need to add to that ...
babybear62005 on 2008-05-24:
ha...I read that.."girlfriends boyfriend"...OK...ha...and that has what to do with computers? why would a customer service rep bring that up?? anywho...yeah...what's actually wrong with the laptop?
Ponie on 2008-05-24:
bbybear, what's wrong with the laptop? Although the poster meant in a different context, I think it's the 'ignorant yet arrogant customer.' Didn't the poster mention that the Dad didn't know what he was buying? I wonder who the girlfiend's boyfriend is, too.
Starlord on 2008-05-24:
Thisis obviously what customer service reps refer to as a malfunction between chair and keyboard.
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