Sony Complaint - Sony Customer Service
CALIFORNIA -- One word, UNHAPPY. I have a Sony Vaio laptop, bought brand new in 2010. Towards the middle of 2011 my motherboard blew out! The laptop would not turn on one bit. I was still under warranty and called to tell them the issue. It took them forever to understand what I was even saying. They gave me a reference number and said a technician will call in 2-3 days. The technician called and came after a day and he could not fix it. I called Sony back telling them everything, they gave me another reference number and told me a technician would call and come again. They REFUSED to let me send in my laptop for them to fix it at the Repair Center. The technician came again and he could not fix it, only because they sent him all the wrong parts. I called again very very angry this time, and they finally told me they were going to send a box for me to ship it to Texas. They said it takes 7-10 days to get repaired and back to my home. It took them 1 1/2 months! I would call over and over again to Texas to see the status of my laptop and they always said "it will be ready in a couple of days, the technicians are working on it." Finally I received my laptop, thinking everything is okay because it turns on and works perfect. After a few days I saw that underneath my laptop it was all loose! They failed to put in the screws to hold down the bottom piece of my laptop! It was hanging on by only 2 screws! No wonder my keys felt weird and also my mouse. Now by this time, of course, my warranty is over. I call Sony and tell them the problem, they said that they will send a technician with all the screws to the laptop. The technician came with a HUGE box, and in the box were huge bags. In the two huge bags there was only one little screw in each. This is ridiculous! One of the two screws I did not need since it was one of the few already on there. I am so angry and fed up at this point. Of course, I call back Sony and tell them the problem, they apologized and gave me another reference number saying the technician will call. A few days later Sony calls me saying that my warranty is over and they can not continue this process until I purchase a new warranty. I told them that they should have gotten it right the FIRST time when my laptop was under WARRANTY, and it has to be fixed even though it is out of warranty. She told me that she will call me back, SHE NEVER DID. Today is Friday night, I am very ready to call them on Monday! Also, I am a student and need a laptop for my classes! I can not deal with this anymore.
Bottom line is, it is a shame that the products are good but their customer service is horrible.
Unless you want to deal with this problem, I don't recommend buying a Sony product.
I also recommend you to read more reviews about their customer service so you can know that it truly is horrible.
Also note that the technician has nothing to do with the horrible customer service, he was always the same guy that came and he was very unhappy as well and kindly apologize each time.