Sony Complaint - Will Not Honor Recall Repair/ Dismal customer service at Sony
OAKLAND, CALIFORNIA -- I am still hoping to resolve this issue...however the level of miscommunication at you tech support # and especially the repair center in San Diego combined with a refusal to honor a stated recall repair has me wondering what steps to take next. Below is a post that I put on the review site Yelp describing the general circumstances.
To all potential new Laptop buyers - Stay Away From the Sony Vaio!
Paid a handsome price for a Vaio vgn s150 in summer of 2004. We are pretty sure it was purchased sometime in August 2004 (we are waiting for bank statements to arrive with more detail). It came with 1 year warranty.
On 12/19/05 Sony posted a news alert on their website
saying they had made six versions of the vaio vgn series laptops with defective video card (which means the entire motherboard here) that causes some machines to shut down or only boot sporadically.
They Sony site states that they were extending the 1 year warranty an additional 1 year to a total of 2 years for affected laptops. This would place my friends machine within the 2 year time frame.
I called sony and arranged to have the machine sent to repair in San Diego with the understanding that if the same problem was affecting this laptop they would replace free of charge. They didn't tell me to send in proof of purchase or receipt or anything. That should be something they tell people.
Now almost two weeks later I get repeated calls from the repair center telling me the motherboard replacemenmt is $723. Plus the time period for them top hold it is expiring so
I call to tell them there must be mistake and that the machine was to be covered under the motherboard recall alert that is still on the Sony site. (nowhere on the recall web page does) it say anything about the machine needing to be under warranty either but that's another can of worms)
The sony customer service started out good, real good...but has since degenerated into this mess.
Basically a lot of b.s. from too many service reps to count. The guy I spoke to yesterday, Harry, was a real winner. He gave me the old "I have no decision making power, you need to deal with the repair center"
Now the repair center in San Diego has very poor communication with the reps at Sony customer care. They don't seem to share customer info and have trouble mainatining simple things like contact information and primary phone #'s. We had the Sony repair techs calling the house at all hours and on Sautrdays when they were told to call my cell phone for any phone contacts. Finally I get a threatening call on the 31st from some surly repair guy named Dave telling me the machine will not be held any longer and will be shipped back in 24 hours (9/01/06). What thet seemed to have overlooked was the conversation I had just had the day before (8/30/06) with one of his co-workers. She assured me it would be held until Tuesday the 5th. When I called to inquire as to who was right and why all the mixed messages I get a phone rep who tells me the whole think was just a series of oversights...I asked her to just call them what they were, errors, but she didn't seem to agree.
She told me it was my fault for not providing a proof of purchase when we sent the vaio in for the recall. Basically whoever trained these phone reps must have been extremely inept. They are telling me their records show the machine as being bought June 25th 2004 which would put my attempts to get this machine's defective motherboard repaired under Sony's recall, out of range by six weeks. Anyone who has advice or any ideas on moving to resolve this with Sony would be greatly appreciated.
When I spoke to the first rep on August 16th I specifically asked "what do I need to include in the box?" "What about the power supply?" I asked
"yes you should include that in case they want to test it as well" was her reply.
Not one mention of including a proof of purchase.