Sony Complaint - Ongoing Nightmare - Sony Vaio VGN-S3XP
Having spent around £2000 on a Sony Vaio VGN-S3XP plus a further £200 when i allowed myself to be talked into an 'onsite corporate plus warranty' as i travel continuously and need the computer up and going all the time.....
After 6 months or so, the hard-drive began to play up and then crashed on me.... so i dipped into my warranty to be assured over the phone by Sony that the problem was definitely a software problem and the warranty does not cover software! So, i got it to our company senior IT engineer who recovered the data and got it up and going again.... so despite my misgivings and my engineers misgivings about it being software, i began to use it a more and back up more often as the noises were still there.
Then nearly 3 weeks ago, 4 months after the last crash, the hard-drive totally gave up the ghost! Now the fun began....... Now bear in mind i had paid for an onsite 'corporate plus warranty' which i had been told would keep me 'on the road' and that if they could not repair it within 3 days or so, they would send a replacement for me to use....
BUT, here is what really happened..... and bear in mind that every working day i have been calling Sony and G-tronics in Brussels (as Sony don't have a warranty agent in the UK for me to call)at least 5 times every day in order to push things along and to get answers!
Day 1 - I contact Sony who agree that the hardrive needs changing and am given a case ref number and referred to the Sony warranty engineers (G-tronics).... I am also assured that somebody will call me to arrange the call within one day or max of 2 days.
Day 2 - nothing
Day 3 - you guessed it... nothing
Day 4 - yes.... nothing again
Day 5 - having been chasing up both Sony and G-tronics for 5 days, today i am told that the spare part has arrived in the UK from Brussels and therefore somebody will be in touch within one day to arrange to come straight over and repair the computer.
Day 6 - nothing
Day 7 - nothing again
Day 8 - nothing again
Day 9 - nothing yet again
Day 10 - nothing yet again
Day 11 - somebody calls me from G-tronics to say that they had just been told to sort out my case! They will be picking up the spare part tomorrow and somebody will be over tomorrow to fix the computer.
Day 12 - guess what? I get a call to be told that the part had been lost!
Day 13 - nothing yet again
Day 14 - nothing again
Day 15 - I am told that the part has been re-ordered!
Day 16 - (this is today) I am told that the person at G-tronics who ordered the part has been asked to cancel the order and the call out as "other arrangements have been made for the customer"!!!
Don't ask me what these 'other arrangements' are, as nobody consulted me...
Then a few hours ago a mid-day, i get a call from a company of engineers in London who want to talk about my needs for a repair as they have just been told to follow up on my repairs and want to know all about it BEFORE they order the parts!!!
So friends..... day 16 today and nothing but nothing positive has happened and i still am no closer to having my repairs....
Meanwhile, as every day i have been told that 'something' is happening every day for the last 16 days, i have been unable to leave for business trips as I tend to be away overseas for a week each time and i wanted to get the computer fixed..... then i also finally (on day 14) had to also postpone a trip through Europe...
So..... Sony could not care less about looking after customers and do not honor their warranty and will not even send a replacement machine meanwhile so that i can get on with my travels!
If you have any suggestions for me or contacts at very senior level in Sony who might care slightly about customers, or if you know my legal position, then i would be interested in hearing from you at firstname.lastname@example.org
Hopefully, something will happen over the next week or so!! So much for warranty!!