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.
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.
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.
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!
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.