I purchased a Sony Vaio in July of 2009 and purchased a one year warranty (I did not get the extended one because Sony claims their Vaio is "#1" and I didn't think it was necessary.) Five months after the warranty has run out, the hard drive failed and nothing can be done.
I've taken it to two computer stores, both of them telling me it would cost upwards of $400 to install a new hard drive and even then, they can't guarantee that my computer will even work after that. They recommend buying a new computer. I don't have money for that! I already blew a thousand dollars last year for a computer, now I have to get a new one?!!
So today I decided to call Sony, to see if they would actually stand behind their products being the "best." I was on the phone with tech support for two hours, who kept asking me to try different things with the laptop (hit f8 or f10 at startup for different options etc,) I continued to tell him that I've already tried all of this myself and that the computer stores said it couldn't be fixed.
I asked for a supervisor because I told him I want compensated and for them to either fix my laptop or send me a refurbished one...At which point I was put on hold. And then "disconnected." I tried three or four other phone numbers, expressing the problem and then getting "disconnected." Four hours, wasted. Oh and when the Sony man asked where I was calling from, I told him what state I lived in and then jokingly asked where he was calling back from..His response? Not America. Wow. Thanks captain obvious. ** Sony.
Never again will I buy from them if they don't do anything, its just ridiculous, I need my laptop for college. Guess I shouldn't have decided to take on more classes by going online...Seeing as how I don't have any way to get on for my classes.
Thanks Sony. Go screw yourself and your "number one computer." Thanks for not helping whatsoever and giving me the runaround. I hope no one else out there has an experience like this with them, and that other consumers out there can see my review and not buy Sony... Even though a Vaio is pretty awesome... Until it stops working and you're out a grand.
I purchased a laptop (model US-VGN-SR90LBOM) on 12/29/09. It was delivered a few weeks later. Since then, I have had 4 service calls, each resulting in my inability to use the computer for weeks at a time.
Most recently, on 12/17/10 I contacted Sony to tell them that the hard drive had crashed. (This was confirmed by a data restoration company which I hired independently to restore whatever data they could.)
Sony represents that within 3-5 business days, someone will contact consumers with issues to fix the problems. On the 5th business day, I began calling Sony to inquire as to the status of my repair. I called Sony each day and was told that the hard drive was shipped to the company that Sony contracts to perform the actual service.
On 11/24, 7 days after reporting the hard drive crash to Sony, I asked Sony that my issue be escalated. On 11/26, 9 days after reporting the incident and still not receiving even 1 follow up call or email from Sony, I finally contacted the service company who told me that no parts had been shipped by Sony. Later that day, I went to the Sony Style store, with the laptop and requested help. I was told by the store that they would escalate my service request and test my pc, so I left it with them.
On 12/1, a full 14 days after my 1st call to Sony, the store representative told me that Sony had not yet given an answer as to when my computer would be fixed, although, he did learn that the hard drive was on back order. At this point I told the store representative that I could not wait any more for my computer. I also called Sony and told them that I was going out to buy another pc, as I could no longer wait for them. I then returned to the SonyStyle store and picked up the laptop.
As this was now the 4th issue requiring service on a new laptop, purchased directly from SonyStyle.com, which was less than 1 year old, I am entitled to a refund of my money. I told the representative that I wanted a refund, as I could not work anymore without a pc and would now be forced to go out and buy another. I then purchased another computer and was up and running later that day.
On 12/3, now 16 days after my 1st call to Sony, the service company called to tell me that they had received a hard drive. At this point, I reiterated that, this was the 4th issue requiring service on this pc, after spending countless hours calling Sony and visiting the SonyStyle stores, not receiving any calls or updates from Sony, and being without my pc (necessary to run my business) for over 2 weeks, I had already purchased another pc and wanted my money back.
BOSTON -- Bought Sony Vaio laptop for around 1/25 1/25 VBHNMSJ8 BEST BUY MHT 00005967 WATERTOWN MA 1,049.90. Called Bestbuy Dist. Mgr. ** who did call us back a few days later and tell us that we could get our laptop back without paying BestBuy the $150 examination fee for returning to SONY that was not previously explained. He also offered us $100 off another laptop if we do so before the end of August.
Other people feel like the computer companies ought to come up with a better way to seal the keyboards and computers from water damage (that we don't understand how it happened or when of if)- Did the water just come out of the air or was it sweat on the hands or what?
BestBuy BackBay wanted $499 to fix this laptop bought 4 1/2 months before (they also had the computer in March for a month of repair). I told them that price was outrageous (and I did check eBay where the advertised price is $249 for a guaranteed repair). Plus BestBuy wanted $150 more to let us have the laptop back (when I turned them down as their repair price was outrageous). Alleged water damage the second time even tho repaired once two months before and did find any water damage.
This raises several questions as to their SONY /GEEK Ripoff charges- first the alleged repair being twice as much at widely advertised competitors and second about not informing us that there would be additional charges if we turned down repairs and third, why can't Sony build a laptop that prevents water damage?
I could understand water damage if it fell into a lake but we don't know where the water came from or if BestBuy or Sony did it but my son thought it might have been caused by an electrical surge. The first BestBuy Customer Service agent who answered my phone and promised to get back with me NEVER did. They are slow on getting back with you and also slow in finding the problems to repair. Anyway I still am concerned by Sony who ought to be more receptive to determining what the problem was shortly after the purchase. That is something that their [former] customers should not have to pay. A diagnose fee ought to be included in all warranties.
I bought a Sony Vaio in December. I had a previous Vaio that had worked pretty well for 3 years, and has some minor issues. I thought I would stick with the same product, but get a more powerful machine. It was a huge mistake to buy the new Vaio. After owning it less than 3 months, I pressed on the black frame portion surrounding the window to get a closer look at the screen, and an internal crack appeared. I was shocked to see this happen, with such a light touch. All I was doing was adjusting the screen.
I compared the old and new Vaio. The frame of the old is made with solid material. The frame of the new is made with pliable flimsy material. This may be why a normal light touch has such an effect. I went to the store where I purchased it, and they said that Sony will not repair this issue, even under warranty. They will say that the owner broke it, and that it is not a manufacturing defect, when it actually is. The person at the store said "Sony would rather lose a customer than fix a cracked screen."
I then called Sony, and the guy said that if it was a "known issue" they would fix it under warranty, and if it was not a "known issue" they would not. Upon further questioning, it would be unlikely that they would fix this issue, so they must have loopholes in the warranty. I read enough complaints online to know that it might be a waste of time and money to send this off to Sony for repair. It would be ~$100 to get a part and fix it myself.
I would hope that enough people complain about this and other issues, that consumers buy better products than Sony. UPDATE: Update, I later decided to send the laptop to Sony. They didn't honor the warranty of course. And now I am having trouble getting them to send my laptop back to me.
I sent in my laptop for repair (under warranty) for a power button cover that had simply fallen off. The plastic piece should not have cost more than $1. Sony opens up my computer and says they've "found a serious crack" in the bottom housing that's going to cost me $380 to repair. Clearly, they couldn't JUST replace the little cover--they had to charge me for the whole kit and kaboodle.
They tell me that I must have dropped my computer, which I obviously hadn't (I should know). If I really had dropped my computer, how could there be such a huge crack to the INSIDE of the computer without there being ANY damage to the outside of the computer? They tell me with absolute certainty, "because you clearly dropped your computer, your warranty is null and void against all future complaints."
My computer has been sitting on my desk or wrapped in a soft computer case since the minute I received it in the mail. No drops, no scratches. Now other problems are appearing: gigantic splotches of dead pixels in the middle of the screen, wireless not working, etc. I've only had this computer for 6 mos and have always been very careful with it. Either the computer was damaged by Sony during shipping, or Sony introduced damages to my computer when I sent it in for repair (which wouldn't surprise me).
I've been on the phone with over 20 customer service reps, who "put me on a brief hold" and then transfer me to "customer service" lines that don't exist, when I tell them that I'm not paying X hundred dollars to repair something that I DID NOT BREAK. Besides, whatever happened to my warranty??!! I splurged on a Sony computer because I thought that Sony meant quality, durability, and good customer support. How could I have been so naive? Sony, you've lost another customer. I hope you're happy.
LOS ANGELES, CALIFORNIA -- There are so many complaints on this website that when I had a great experience with Sony I felt a need to share it. Like any big company, there is always a number of customers who have had bad experiences, and those are usually the reviews you see. But Sony is definitely not all bad.
I purchased my laptop on 2/11/05, meaning that its regular warranty was up 2/06. In the last few months it has been shutting down randomly from time to time - it didn't seem like a major problem, but I did some research anyway. I found on Sony's website that there was a motherboard defect in many S360s, and my serial number fell into the likely range. Since the extended motherboard warranty would be up in a month, I decided to send it in to them. On my first call I was not on hold for longer than 10 minutes, and the customer service person was very helpful, and told me to fax in my proof of purchase to validate the warranty. I did and called back later, this time only on hold for a few minutes, and they sent me the box and shipping label.
I shipped the computer on 1/22 and received it today (1/29) - 2 days less than their predicted turnaround time. I was thrilled to have my laptop back in only a week. Now, after reading the negative reviews I was worried they would claim liquid damage or no damage or something along those lines, so I was thrilled to see that they had replaced my motherboard with no hesitation, which saves me $700 down the line. Only my motherboard was under warranty at this point, since it was almost 2 years since my date of purchase. So I was even more thrilled to see that in addition to the motherboard they also replaced 4 other parts free of charge, mostly having to do with the cooling system. I was having moderate overheating problems before, and now my laptop is barely even warm! Sony had absolutely no obligation to replace these parts, so the fact that they did has me singing their praises.
Needless to say, my faith in Sony has been restored!
Consumers, be careful. I purchased this Sony VAIO VGNFE550G from Circuit City in Birmingham, Alabama. After less than six months, the cd drive wouldn\'t read a disk. Called tech support and they advised me that I would have to perform a system recovery before they would even consider replacing drive! They want me to completely wipe my system, because they don\'t want to spend money on a new drive. I refused, and they agreed to overnight a replacement to a repair company in my area. The repair company was to call me on Wednesday. On Wednesday, I get no call from the repair company. What I DO get are some recovery discs in the mail. I call to see what the problem is and they say that they changed their minds(!) and that I have to perform a system recovery first. I say that I want to just update my drivers, not lose everything on my system. The support tech tells me this won\'t be a problem and walks me through (SUPPOSEDLY) the driver update. His instructions wipe my whole system!!! This doesn\'t fix the problem. Now I have to wait until sometime NEXT week for a repair. They never ordered the new drive. By the time this is all said and done, I will be two weeks without a computer.Consumers, be careful. This product worked fine until a few days ago. The cd drive wouldn\'t read a disk. Called tech support and they advised me that I would have to perform a system recovery before they would even consider replacing drive! They want me to completely wipe my system, because they don\'t want to spend money on a new drive. I refused, and they agreed to overnight a replacement to a repair company in my area. The repair company was to call me on Wednesday. On Wednesday, I get no call from the repair company. What I DO get are some recovery discs in the mail. I call to see what the problem is and they say that they changed their minds(!) and that I have to perform a system recovery first. I say that I want to just update my drivers, not lose everything on my system. The support tech tells me this won\'t be a problem and walks me through (SUPPOSEDLY) the driver update. His instructions wipe my whole system!!! This doesn\'t fix the problem. Now I have to wait until sometime NEXT week for a repair. They never ordered the new drive. By the time this is all said and done, I will be two weeks without a computer.
I've written to Sony three times to complain about Windows Vista on this particular laptop and they refuse to offer any downgrades from Vista to XP. I want Sony to fess up that this operating system was not fully tested on this computer and they fielded this machine without proper testing. I hold Windows partially to blame for this, they probably sold Sony a bill of goods that Vista was "good" for all new systems, which it is not. I only want Sony to offer a downgrade and the drivers for the machine, if they did, this would be one smoking hot machine and wouldn't have the nonsense shutdowns we are dealing with now.
Too angry to go into detail. Perhaps their products are superior, or maybe it's just marketing and reputation, but you should not buy from Sony SOLELY based on their HORRIFIC customer service and obstinate workers and multitude of stupid and lame excuses for why they are incapable and useless. They don't even have an official complaint department to direct issues towards so they can fix their bologna problems! Any advice on how I can really get them to pay attention to my complaint? Or stick it to them? Or get recompense for their ineptitude, I would REALLY appreciate it.
Even if all I can do is complain about how POOR they are on every site that is worth posting on, I'd appreciate a list. That said, for every nasty complaint I write about Sony, I plan on writing a nice review about companies and products I approve of. I'm not a nasty person who ONLY writes nasty reviews. I don't like writing reviews AT ALL, but will balance it out by praising recent products I've bought and love from Best Buy, Vizio, Amazon, etc.
Vaios are more expensive than comparable products and less reliable. God help you if you experience a failure, cost of repair/part replacement will be a rip off since no 3rd party options will be available. A company that truly delivers super high reliability can command a premium for a closed system of support/repair but that is not the case with Sony any longer.
I bought my 1st Vaio laptop in 2004 for around $2,000. It crapped out 3 years later, video chip died. I thought I had a one off problem. I bought a 2nd one in Dec of 2008. The charger died 10 months later and was promptly replaced under warranty. The charger died again in Sept 2010 and battery was only holding 40 mins. of charge. No 3rd party products would work, cost of replacing charger and battery: whopping $325, about 30% of the cost of the laptop.
Now, one of the mouse button has stopped functioning. Took lot of trouble to find the Sony part, cost $67. No 3rd part repairs available and Sony will not provide directions for replacing the product. They want $200 to replace the touch pad. Comparable cost for a Dell laptop from a repair shop: $40. I owned 2 Toshiba laptops and 1 Dell laptop, all for more than 9 years. I had a single failure on Dell, the DVD drive failed where Dell was happy to not only sell me the replacement part but provide the directions as well.. all for a reasonable price.