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Sony Viao poor service
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Review by Brenda M on 2012-02-23
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LAREDO, TEXAS -- I have had the worst service with Sony trying to get my computer repaired.
I have had my Viao 2 years this March 2012. We noticed it getting very hot on the bottom not long after purchasing the laptop and eventually at the DC Jack port. We got 3 or 4 notices about the overheating, but my laptop was not on the list. I started noticing my dcjack getting very hot to touch, got so bad that you couldn't even touch it without using a cloth to take it out and that it started becoming very loose.
I took my laptop back to Nebraska Furniture Mart to see what the problem was, where I had also purchased a 3 year extended warranty, spending another 257.00. They sent it to Assurant Solutions to be diganoised. I was told that the DC jack inside had been damanged and they would not fix it without paying for the repair. I had explained how hot it would get at the jack. I was told that this is one of Sonys biggest problems with putting a CHEAP piece of equipment in to a good product. I was told I might want to call Sony and see if they couldn't take care of the problem..
I called Sony and found out there had been a recall on the overheating of my laptop but was never informed. If I had received that recall I could have sent it in and they would have fixed it even if it was past the warranty date. I explained how hot the DC Jack would get and the bottom of the laptop. They would pass me around from person to person, two of them telling me there was no recall!! I was told by one person that it should be covered due to getting so hot due to the recall.
It could have possible caused it to break off the contector inside due to the overheating those pieces are so small I'm sure in my mind this is what has happened. Its like holding fire under a small piece of metal! Eventually its going to break from the heat!! I was hung up on for asking for managers because I couldn't understand the person speaking to me. When I would get transferred I would have to repeat over and over again what my problem was. In the end I called Customer Relations trying to make a complaint but all I got was the same thing I had already been through over and over again. They refuse to believe that this could happen.
I didn't even get to leave a complaint! I have 2 other laptops not made by Sony and are much older and never had this kind of problem not only with laptops every thing in your home anymore has a DC Jack and I haven't had one break yet. My 6 year old grandaughter has a laptop and we've not had a problem with hers having a broken DC Jack!! I am very disappointed in the service I received by all the people I talked to at Sony.
One girl I actually believed in and told me the truth about the recall and thinking I was going to get it fixed, I actually talked to her again today and she had changed her story! I guess they all get together and make sure there stories are on the same path, THEY ARE NOT GOING TO FIX IT WITHOUT TAKING YOUR MONEY!! They make so much money off of there products from consumers who think there buying something that is going to last, but I've found out they don't respect there consumers at all. Its all about them putting a dollar in there pocket they take from consumers like us who believed in a good product.
I will not buy Sony products again. They won't stand behind there work and there workers all have a different story. So I wouldn't recommend you purchasing a SONY VIAO or any Sony products if you don't won't to pay out more money when the warranty runs out a year later!
I have had my Viao 2 years this March 2012. We noticed it getting very hot on the bottom not long after purchasing the laptop and eventually at the DC Jack port. We got 3 or 4 notices about the overheating, but my laptop was not on the list. I started noticing my dcjack getting very hot to touch, got so bad that you couldn't even touch it without using a cloth to take it out and that it started becoming very loose.
I took my laptop back to Nebraska Furniture Mart to see what the problem was, where I had also purchased a 3 year extended warranty, spending another 257.00. They sent it to Assurant Solutions to be diganoised. I was told that the DC jack inside had been damanged and they would not fix it without paying for the repair. I had explained how hot it would get at the jack. I was told that this is one of Sonys biggest problems with putting a CHEAP piece of equipment in to a good product. I was told I might want to call Sony and see if they couldn't take care of the problem..
I called Sony and found out there had been a recall on the overheating of my laptop but was never informed. If I had received that recall I could have sent it in and they would have fixed it even if it was past the warranty date. I explained how hot the DC Jack would get and the bottom of the laptop. They would pass me around from person to person, two of them telling me there was no recall!! I was told by one person that it should be covered due to getting so hot due to the recall.
It could have possible caused it to break off the contector inside due to the overheating those pieces are so small I'm sure in my mind this is what has happened. Its like holding fire under a small piece of metal! Eventually its going to break from the heat!! I was hung up on for asking for managers because I couldn't understand the person speaking to me. When I would get transferred I would have to repeat over and over again what my problem was. In the end I called Customer Relations trying to make a complaint but all I got was the same thing I had already been through over and over again. They refuse to believe that this could happen.
I didn't even get to leave a complaint! I have 2 other laptops not made by Sony and are much older and never had this kind of problem not only with laptops every thing in your home anymore has a DC Jack and I haven't had one break yet. My 6 year old grandaughter has a laptop and we've not had a problem with hers having a broken DC Jack!! I am very disappointed in the service I received by all the people I talked to at Sony.
One girl I actually believed in and told me the truth about the recall and thinking I was going to get it fixed, I actually talked to her again today and she had changed her story! I guess they all get together and make sure there stories are on the same path, THEY ARE NOT GOING TO FIX IT WITHOUT TAKING YOUR MONEY!! They make so much money off of there products from consumers who think there buying something that is going to last, but I've found out they don't respect there consumers at all. Its all about them putting a dollar in there pocket they take from consumers like us who believed in a good product.
I will not buy Sony products again. They won't stand behind there work and there workers all have a different story. So I wouldn't recommend you purchasing a SONY VIAO or any Sony products if you don't won't to pay out more money when the warranty runs out a year later!
Comments:
Posted by Alain on 2012-02-25:
You can file an official complaint at https://www.oag.state.tx.us/consumer/complain.shtml and http://www.ftc.gov/bcp/index.shtml and the recontact Sony at http://esupport.sony.com/US/perl/support-info.pl?info_id=927 to let them know you've filed a report.
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