I purchased a high end Sony Vaio laptop in May 2010 for over $3000 and paid an additional $400 for a Sony 3 year extended warranty. Within seven months after the purchase the laptop became unusable because the Nvidia video card had failed requiring the motherboard to be replaced. When I called the Vaio support line they scheduled an on-site repair visit and assured me that the repair will be done within 3 business days as stipulated in the warranty. Based on this information I postponed two important business presentations for which I needed to use the laptop.
The nightmare began soon after. No one showed up for the repair after 3 days or the following weeks. I called Sony countless times to inquire about the repair and was never able to break through the stonewalling of the Philipine-stationed gang which represents Sony Vaio. Every time I called I had to retell the story only to find out that they used my call to reset the clock to give themselves another 3 -4 business days before someone would purportedly call back, but of course no one did call.
When I asked for details about the delay or to talk to a supervisor they would refuse or become rude. Eventually when I managed to break through to a supervisor named ** I found out that the reason for the delay was that a part was "back-ordered" and that no delivery date is available. ** promised to call back within 3-4 business date to give me an update. He never called back.
Next time I called there was another supervisor named **. ** continued to give me the runaround and refused to tell me when or if the laptop will be repaired. He would not say if it will take one week or one month or one year. He absolutely refused to give me a loaner stating “policy”. So I am still stranded without a laptop. If you are shopping for a laptop don't be fooled by Vaio's good looks. Their product is unreliable and their customer service is a scam.
I am an unfortunate and a poor user of Sony Ericsson Mobile phone who is being harassed by your service center in New Delhi, India. I will request you to please help me. "I have purchased one SOny Ericsson P1i on 5th May 2009 from Cariano Telecom for a huge 19500/-(rs nineteen thousand five hundred only). All my friends were insisting that I should go for a NOKIA if I am spending that much but still I trusted Sony and invested in that. But after the painful experience, I think they were right. Even they have the right to tease me and they do.
My handset started giving few problems like losing network very often and display also used to go blank. I deposited the handset in your service center RT Outsourcing Ltd. situated at District Center, Janak Puri, New delhi on 13/March/2010 vide work order no SE310RJK11547 and after 20 days I received it back on 03/April/2010. It was still with same problems with an added problem that memory card was also not working now. I deposited the handset back again on 24/April/2010 vide work order no SE310RJK12423.
When on last Friday I went to service center, I was shocked by the rudeness of service center in telling me that the handset will not be covered under warranty since LCD was broken. I was in a fix since after 1 month of depositing the handset your expert engineers came to know that LCD was broken of a WORKING HANDSET which was handed over to your service center in perfectly working condition.
I am left with no option and choice except to speak to higher authorities like you and update you regarding the FRAUDULENT PRACTICES being followed by your service centers. I will request you to immediately look into the matter and I will like you to help me on 2 things: I want an apology from Service Center for the fraud and harassment done to me. I will now not take this handset model (P1i) since your service center has told me that the model is OBSOLETE and that no parts are available for repairing. Waiting for reply **.
I purchased a 32 inch flat screen Sony TV approximately 2 years ago for $900.00. The picture on the TV suddenly went red and slowed. The sound is fine. I took the TV to a repair shop (not Sony authorized) and was advised that the TV was not repairable. I had to pay this shop, of course, to look at the TV and offer their opinion.
When I telephoned Sony Customer Service I was placed on hold and then went through a chain of 3 people who all asked me for the same information even though they had transferred me and given me a reference number after they had added my information into their computer. The connection was poor and I had a difficult time understanding the representative on the other end of the telephone... no surprise there... it turns out that I was talking to someone in the Philippines... that's where Sony customer service is located.
The only advice offered to me was that I needed to go to a Sony Authorized Repair first and if they determined that the set was not repairable I would have to contact Customer Service again and they would then advise me (based on the problem with the set) if they would do anything in the way of aiding with repair costs and or replacing the set or they would do nothing since the set was out of warranty. They advised me that the warranty was only a year (during the year that the warranty is still in place if they have to replace your set it is at a discounted rate... not a free replacement). I telephoned an authorized Sony repair shop and the cost to look at the TV is $99.00.
Nice gimmick... for $900.00 I expected the set to last longer than 2 years. By the way, the set was in a bedroom and not used on a constant basis. I purchased a Sony thinking that they were a reliable company with a good product... never again... no brand here I come... maybe their customer service will be more local, speak English and offer some assistance other than for me to spend more of my money on their product with their authorized service dealers without any commitment from Sony. I wonder how much money Sony gets paid every time a consumer uses the services of their authorized repair shop?
RICHMOND HILL -- Aug 24th 2009 - Sony NAV-U94T. In October 2008 we purchased 3 Sony NAV-U94T navigation systems from the Sony store at the Markville Mall, in Markham,Canada I use mine the most since travel to the US often. On my 1st trip to the USA I installed the suction cup on to the windscreen and then attached the GPS. After a few hours drive the sun was strong and I saw the GPS system coming off the windscreen as the rubber on the suction cup could not handle the heat. I installed it on the dash board and it stayed put. After each trip I would remove it the unit completely and store it away.
After 5 trips now the suction cups does not stick on to the dash board, when installed it stay for about 15 seconds and the whole system falls apart. I went to the Sony store and complained, the guy tells me you have to take the suction cup to the head office at Victoria Park,Ont, Canada. Prior to going I called the office to confirm what info they want me to bring along. I spoke to a guy called ** on 8/24 around noon and to my surprise he tells me there is nothing that could me done about it, we don't manufacture navigation systems anymore your options are to buy another holder at a dealership or use a 3rd party suction cup which will server your purpose.
I could not believe what I heard I said to him you manufacture and sell product of inferior quality and discontinue it when your sales are down and the customer who purchased them are stuck with it. He says there is nothing that I can do sir. As customer we always end with the wrong end of the stick. I hope someone at Sony will read this and to those who purchased Sony navigation systems you have 3 more customers to add to your ship.
It will be nice to see Sony taking responsibility for the product they sell and replace the defective suction cups. I'm really lucky cos I found the receipt and it is under warranty. Now if Sony doesn't replace the part they know what's coming next, the guy in a white shirt and tie & black suit :)
Sony used to be such a great company, what happened? How do I even begin to tell this CS nightmare story? Parts of the Web site take 30 seconds to load. Not a very good first impression for a technology company. The estimated ship date for my laptop was shown as the 20th while ordering, but shown as the 13th on my sales confirmation. Two days after ordering, I received an e-mail stating my order had been cancelled because "Product not as expected." Huh?
The office hours for customer service on my cancellation notice were 5 am to 9 pm PST: I called at 7 pm but it said they were closed. Later on while I was out, a CS representative left me a voice message with his name, number, and extension. Nice right? But when I called the number he gave, the automated system didn't give me an option to enter an extension, so I got a random person who told me to call a different number.
Called the different number and waited for another representative (Total time spent on hold so far, 40 minutes.) I asked why my order was cancelled, and she said: "Your credit card was rejected, uh, no wait it was something else... (pause)... Oh, it says that 'product was not as expected.' "What does that mean?" I dared to ask. "I don't know" was the helpful response.
The sales representative reentered my order for me. OK, at least we're making progress. Then she offered me a "special:" If I ordered an extra accessory, I could get the 3-year extended service warranty for free. I needed an extra mouse anyway, so I accepted. BUT, when my confirmation e-mail arrived a few minutes later, it included a $180 charge for the warranty that was promised to me for free!
I called CS again (waited on hold 30 minutes) and asked a new representative what was going on. He said HE HAD NEVER HEARD OF ANY EXTENDED WARRANTY SPECIAL. So am I to conclude that the first sales representative deliberately tried to rip me off?? I just hope I actually get my laptop, the VAIO is supposed to be a good one...
I purchased a customized Sony Viao laptop in the first week of March via credit card and also purchased a warranty for the computer which is a separate order. The computer was shipped out a week later with my correct address and correct zip code, however, it never made it to its destination. So it headed back to Sony. As I found out, I quickly contacted Sony and the deliverer about the package. I wrote emails explaining the circumstances, and Sony responded with them resending the package as soon as possible, they just needed authorization. But low and behold, Sony does not resend undelivered/undeliverable packages. The consumer needs to make a new order. I called customer service and asked about my computer that was supposed to be delivered. They responded and said that we don't deliver items returned. And that they refunded the expense back, 7-10 business days, it took 12, the warranty apparently takes even longer, and it was purchased the same day, same time.
I talked to some customer service agents (low end of the totem pole)and explained what had happened and tried to get an explanation for why they wouldn't send back the computer, the first agent told me that it was in a warehouse but didn't know where (liar), his supervisor told me that I would receive a delivery coupon and that was it. This wouldn't be so bad if I didn't have a child, depend on a personal computer to get school work done and if they would have told me about the no resend policy before now. All the supervisor said was I apologize and that I(he) understands, but that is all I (he) can do, authorized to do. So I asked to speak to another person higher up, he said that he was the last person that could be reached verbally, but if I wanted to right a letter, considering that I live in Hawaii, would be the only way. So it would take even longer for me to get a response via mail then it is worth it.
So I called back the next day, keep in mind every conversation was longer that one hour, and basically all that was said was "I apologize and I understand" it is like they do not really need to know or say much to be a supervisor. So I called back and I talked to a man with a thick Texas accent. He was polite and told me everything that I had already heard, sort of like a broken record. Told him the same as I told everybody else. Single parent, ordered computer 3 weeks ago, sent back, talked to Sony customer service, response was promising, money was refunded, package unsendable. I just didn't and still don't understand why it is so difficult for a customized computer to be sent back, that supervisor was still going in circles with the same crap, I understand and I apologize, but it is our policy, we don't send back reshipped packages. I asked him to call me the next day if he talked to his boss and could do better besides the free coupon. He called back and left a message, he said he would call back later that day, nadda. I called the next day and the same was expressed, nothing changed. All they told me was to make another order. I told them that I couldn't because I was using my credit card and that the transaction has yet to be put back on my card, so I still couldn't order a new computer from Sony nor any other company, so not only did they not send me my computer but I couldn't even order a new one. They apologized and understood my predicament, but still insisted on giving me a free delivery coupon. Then I asked if I would have had it engraved (an option that is free)would it have been redelivered to me. They said yes, I was still trying to figure out what the difference was between engraved and not engraved, but I guess if it engraved you will get the article no problem, but cannot sell it back later down the road, don't get it engraved, you might not receive it, but if you do receive it you can sell it back.
I was telling them because all the "supervisors" where trying to tell me just to make an order and they will ship it out, no hurried assembly, just free shipping. So I was stuck between waiting another ~2 weeks for a package that I already been waiting for for 2 weeks, plus the week it took to assemble, but it is already made, but to save money they are going to make another similar computer, doesn't make any sense. So now I am going on to other paths to talk to higher individuals. No letters, I don't know that last time I actually wrote and mailed a letter off. Not fast enough.
School is almost over a month and a half left, still a father and still no computer, and still no time to spend after hours at school, it is impossible and still am between a rock and a hard spot, because the retransaction electronically is taking longer than 7-10 business days for both warranty and computer. So no matter how many times Sony customerservice tell me that they can reorder it, I don't have the funds and time is very valuable. But Sony doesn't care, they are a multi-billion dollar industry that thrives on consumers, but pays no attention to their needs, no matter how simple they are. Sony will just apologize and say that they understand. Perhaps they apologize for being useless and they understand that they are useless.
I ordered a PSP Daxter edition through Sonystyle.com on 12/4. This item was intended to be a Christmas present for my 6 year old son. At the time of my order, the item was backordered but estimated to ship on 12/13. Due to the tight timeframe, I contacted customer service to inquire about the validity to that ship date. Although no promises were made, I was told that Sony is usually very accurate with dates. With Sony's great reputation as an electronics manufacturer, I expected great service and felt confident to continue with the order. From 12/13 onward, I continued to check my account on-line to be sure I would not be left without this item at Christmas. There was no shipping information on my account, nor had I received any communication about shipping delays from Sony. I contacted Sonystyle customer service and was told that the item was still backordered and no shipping promises could be made.
So, I found the same item at a Best Buy 20 miles from my house and drove out of my way to be sure I would not disappoint my son. After making the purchase at Best Buy, I contacted Sonystyle to cancel my existing order that still presented no shipping information. When I spoke with the rep in San Antonio, she said that although there was no shipping information on my account, the item was in the Carson warehouse and was "picked" for shipping and therefore could not be cancelled. I asked when the item would arrive and initially could not receive confirmation that it would arrive by 12/24. After expressing my extreme dissatisfaction to this rep, I asked to speak with a supervisor. I was told that "the supervisor will not tell me anything different" and was repeatedly refused the opportunity to express my frustration about Sony's poor service to a manager.
I have never experienced such disregard to customer feedback! After continued dialogue with this rep (who continued to not allow me to speak to a manager), she changed her story about the shipping and told me that shipping would be expedited to be in time for Christmas and that I could not cancel or return the item which I no longer needed. Given no other option from this rep, the only choice I had was to return the item upon its arrival. After that very disappointing experience with customer service, I then noticed that I was charged 2 times for this PSP and the extended 3-year service that I had purchased.
So....I contacted customer service AGAIN to find out why I was charged twice for this item that I still had not received and no longer even wanted. The rep in this dialogue was much better, but could not provide any resolution to my problem either. She confirmed that the item shipped from their warehouse on 12/20 and that it was in FedEx's possession. So, any delays at that point were due to problems with FedEx. She placed a tracer on the package with FedEx and the item finally arrived on 12/27 - after Christmas!! AND....I received two PSPs even though I only purchased one!!! Hence, the double charge on my credit card!! And now I am calling Sonystyle's 800 number and have been on hold for over 30 minutes. This has been a terrible experience. I expected much better service from Sony and can assure you that I will NEVER purchase a Sony product again.
FORT MYERS, FLORIDA -- I purchased a Sony paying more for a TV than necessary. Don't make the same mistake. I have other flat screen TVs that are better quality and cost about half as much as the Sony. Don't purchase a TV based on the name. There are others that are less expensive and have much better quality and customer service.
I would never buy a Sony product again!!!