Sony Vaio Series - Page 2

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Ongoing Nightmare
Posted by on
Having spent around £2000 on a Sony Vaio VGN-S3XP plus a further £200 when I allowed myself to be talked into an 'onsite corporate plus warranty' as I travel continuously and need the computer up and going all the time.....

After 6 months or so, the hard-drive began to play up and then crashed on me.... so I dipped into my warranty to be assured over the phone by Sony that the problem was definitely a software problem and the warranty does not cover software! So, I got it to our company senior IT engineer who recovered the data and got it up and going again.... so despite my misgivings and my engineers misgivings about it being software, I began to use it a more and back up more often as the noises were still there.

Then nearly 3 weeks ago, 4 months after the last crash, the hard-drive totally gave up the ghost! Now the fun began....... Now bear in mind I had paid for an onsite 'corporate plus warranty' which I had been told would keep me 'on the road' and that if they could not repair it within 3 days or so, they would send a replacement for me to use....

BUT, here is what really happened..... and bear in mind that every working day I have been calling Sony and G-tronics in Brussels (as Sony don't have a warranty agent in the UK for me to call)at least 5 times every day in order to push things along and to get answers!

Day 1 - I contact Sony who agree that the hardrive needs changing and am given a case ref number and referred to the Sony warranty engineers (G-tronics).... I am also assured that somebody will call me to arrange the call within one day or max of 2 days.
Day 2 - nothing
Day 3 - you guessed it... nothing
Day 4 - yes.... nothing again
Day 5 - having been chasing up both Sony and G-tronics for 5 days, today I am told that the spare part has arrived in the UK from Brussels and therefore somebody will be in touch within one day to arrange to come straight over and repair the computer.
Day 6 - nothing
Day 7 - nothing again
Day 8 - nothing again
Day 9 - nothing yet again
Day 10 - nothing yet again
Day 11 - somebody calls me from G-tronics to say that they had just been told to sort out my case! They will be picking up the spare part tomorrow and somebody will be over tomorrow to fix the computer.
Day 12 - guess what? I get a call to be told that the part had been lost!
Day 13 - nothing yet again
Day 14 - nothing again
Day 15 - I am told that the part has been re-ordered!
Day 16 - (this is today) I am told that the person at G-tronics who ordered the part has been asked to cancel the order and the call out as "other arrangements have been made for the customer"!!!

Don't ask me what these 'other arrangements' are, as nobody consulted me...
Then a few hours ago a mid-day, I get a call from a company of engineers in London who want to talk about my needs for a repair as they have just been told to follow up on my repairs and want to know all about it BEFORE they order the parts!!!

So friends..... day 16 today and nothing but nothing positive has happened and I still am no closer to having my repairs....

Meanwhile, as every day I have been told that 'something' is happening every day for the last 16 days, I have been unable to leave for business trips as I tend to be away overseas for a week each time and I wanted to get the computer fixed..... then I also finally (on day 14) had to also postpone a trip through Europe...

So..... Sony could not care less about looking after customers and do not honor their warranty and will not even send a replacement machine meanwhile so that I can get on with my travels!

If you have any suggestions for me or contacts at very senior level in Sony who might care slightly about customers, or if you know my legal position, then I would be interested in hearing from you at paul@business-support.com

Hopefully, something will happen over the next week or so!! So much for warranty!!

Regards
Paul




     
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Pam R on 02/24/2006:
I have a Sony Vaio too, and a 3 year extended warranty I foolishly surcummed to buy. They fixed it once (needed a mother board) - 6mo. later it broke again but they tell me it isn't covered because "liquid damaged the mother board" I didn't spill anything on the laptop, it was on the desk in the bedroom - worked fine one day gone the next. They tell me it will cost $2000 to fix.... we also have 2 Sony TV's that broke (neither are even 5 years old yet) - Time to sell the Sony stock! Good luck with your problem
Lin10 on 09/14/2008:
I am having a very similar experience with my new desktop, they will not take it back saying it is over a month old. For the first month they said they could fix the software, now they say I should have sent it back sooner! I wonder if we could get together and sue them?
Anonymous on 09/14/2008:
When PC, cell and other electronic companies can't worm their way out of fixing something they almost always fall back on the "you spilled something on it" line. It's easy for them to claim and hard for the consumer to fight.

Good luck to all of you, try contacting the C.E.O.'s office and let them know you are blogging on the Internet about your treatment.
boo on sony on 06/24/2009:
Haha, this situation is almost laughable. I thought my Sony service treatment was bad, but I think your circumstance might be worse. I also had a laptop that I sent in under warranty--got the standard "you must have dropped it" line from the 20 or so incompetent tech supporters they continually transferred me to (obviously I hadn't dropped it--like Pam R's, mine's been sitting quietly on my desk). I thought I might have gotten better service by buying their extended warranty, but I guess it was good that I saved my $300. It looks like it wouldn't have helped much anyway. I almost feel as if they're instructed to throw you on this wild goose chase so that you'll eventually give in and give up. Best of luck. I haven't found a solution yet.
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PATHETIC Customer Service
Posted by on
Rating: 1/51
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.
     
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MissLeopard83 on 11/29/2012:
Bring your complaint up with the Better Business Bureau (BBB). I did that with a computer software company once and it pushed the company to make good on their promise to reimburse me.
At Your Service on 11/30/2012:
Detailing the issues really would help any claim you have against Sony. I'm sorry you are so aggravated against them. I've got several Sony products I absolutely enjoy and recommend.
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Never buy a Sony Vaio laptop
Posted by on
Rating: 1/51
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.
     
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Do NOT buy a Sony Vaio if you expect reasonable service
Posted by on
JEFFERSONVILLE, INDIANA -- Bought a "Z series" Vaio at the Burlington MA Sony Style store on 4/24/2010 including extended service contract with accidental damage handling.

Screen developed a black spot - called for service 6/30/2010 and was shipped a mailing box. Mailed Vaio for repair on 7/5/2010. Over 3 weeks the unit has been sitting a a repair depot waiting for parts with no estimated completion/return date. All calls to Sony have resulted in apathy - they disavow their ability to do anything to expedite and don't seem concerned over the length of time to repair.

For a $2000 computer under service contract this is unacceptable service. Contrasting it with Apple Macbook service where you walk in and a human being explains what will happen and then it actually does! Sony has passed service off to a 3rd party who has no motivation to respond to customers, then Sony doesn't inventory the parts needed. All-in-all a really crappy experience.

DO NOT BUY SONY VAIO products if you expect reasonable service.
     
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Churro on 07/28/2011:
Man that sucks. I hate companies that don't take care of privileged people problems. That's why I'm iConvert Apple fan. I took my sick iPhone to the Genius bar the other day for a check-up and 10 minutes later the genius gave me a replacement iPhone and sold me a new iPad too boot.

Like they say it would be a better world if we all bought more Apple.

Good Review!
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Sony Vaio Laptop
Posted by on
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.
Wtf 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.
     
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bcd on 12/29/2010:
It is out-of-warranty so you don’t have a valid complaint on that subject; but $400 is more than it should cost to replace the hard drive unless you don’t have the original system discs or you are requesting data recovery.
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Do Not buy a Sony
Posted by on
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.
     
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Alain on 12/07/2010:
Sounds like you should get a refund. Let us know if they give it to you.
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VAIO Breaks Within 2 Months of Buy - Not Repairable at Fair Price
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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. Ryan Dennin at 508-875-1025 who did call us back a few days later and tell us that we could get our laptop back without paying BestBuyt 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 warrantys.
     
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Helpful on 07/07/2010:
As much as I could understand, your laptop went out and you were told it would cost $500 to fix; not being under warranty because of water damage.

It is true that just because merchandise is within the time frame of warranty coverage, the item is not necessarily under warranty. There are certain things that violate warranty and water damage is one such instance. If major components needed to be replaced, $500 is not an absurd amount. I guess it would be if you expected the entire amount to be covered. One area I wouldn't begin to complain about is a local servicer not being as cheap as someone over the internet. I would trust someone local much more so than sending it off to someone advertising over eBay, but that, of course, is the OP's choice.

I would agree that the OP would not be obligated to pay a diagnostic or bench fee ($150) UNLESS he was notified of the possible fee up front, having him sign a service form that explained these costs.

Best of luck and let us know when, and if, you get that laptop back from these folks on eBay. I really would be interested to know the outcome.
SGTSAVAGE on 09/23/2010:
I did send the laptop to Canada for the repair and their track record was good, however, they told me that when the Sony Repairman went into the laptop that they did not put back all the screws and apparently broke the fan. Because of the extra damage they also told me that it probably would not be worth repairing if I could get a new one for about the same price. While I realize that a laptop depreciates rapidly after just a few months of use, the excess costs to repair really do not make it worthwhile even at half the price that Sony offered to do so. So don't have any faith in taking a computer to BestBuy Geeks or the Sony warranty center. I am frustrated because laptops should be repaired at a price that makes it worthwhile.
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Sony VAIO Screen Cracks Internally On Its Own
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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.
     
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Customer service makes up stories to make an extra buck
Posted by on
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.
     
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MSCANTBEWRONG on 06/22/2009:
Could the damage have occurred during shipping the product to Sony? Did you have the package insured?
boo on sony on 06/23/2009:
I shipped my computer via pre-labeled Sony packaging. If it was damaged during shipping, again, it would have been Sony's fault.
PepperElf on 06/23/2009:
I hate to say it but... that's why I prefer apple. I'm usually in a city with a store I can walk into for repairs, so there's no danger of the unit being damaged in shipping.


how was the computer shipped? it IS possible it was damaged during the shipping process. insurance, and also having it pre-packaged at someplace like UPS could be a good investment too.
boo on sony on 06/24/2009:
Sony provided a shipping box that was the exact same kind of box that they used to ship my computer to me the first time. If it's possible that it was damaged during my shipping it back to them, then it's equally likely that it was damaged during them shipping it to me in the first place, which is what I believe happened and what they should have admitted might have happened.
boo on sony on 06/24/2009:
Update: I finally convinced one of the service reps to schedule an on-site inspection of the dead pixels ("dead" = dead, not "stuck") in my lcd. She agreed that the lcd failure did not seem to be related to the "crack" found in the bottom housing and so should still be under warranty. I would receive a call within 2 business days to schedule the appointment. I asked if I would have to pay for the inspection. The lady said "no, because the inspection is still covered under your warranty." 3 days later, I get a call from the local Sony tech guy saying that I must be mistaken--Sony never intended to provide a free on-site inspection of my laptop because... "records indicate that you have dropped your computer, and you warranty is, therefore, void."
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Vaio care
Posted by on
Rating: 1/51
The Vaio care software causes the laptop to slow down to a stand still and if allowed to continue unhampered will cause the laptop to crash. I am still looking for a way to safely remove Vaio care from my laptop but at this time simply stopping the Vaio from doing its "analysis" seems to prevent crashing. From one programmer to the fools that wrote the Vaio care software...You are idiots for thinking the public wouldn't notice!
     
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Bill on 03/23/2012:
Try going into the Control panel to the icon for add/remove software components. See if it is listed, if it is select remove/uninstall.

When buying a new computer the best thing to do is request the install cds. You usually have to jump through hoops to get them. Once you have them format your drive and reinstall the op sys and any microsoft products.

I just purchased a new Dell and had the CS person give me all the info to request the CDs.

I don't know what they expect you to do if you have a hard drive crash or a virus that you can't get rid of.

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