Arrogant Odd Unacceptable Customer Service
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.