Sony Compliment - Giving credit where it's due...
LOS ANGELES, CALIFORNIA -- There are so many complaints on this website that when I had a great experience with Sony I felt a need to share it. Like any big company, there is always a number of customers who have had bad experiences, and those are usually the reviews you see. But Sony is definitely not all bad.
I purchased my laptop on 2/11/05, meaning that its regular warranty was up 2/06. In the last few months it has been shutting down randomly from time to time - it didn't seem like a major problem, but I did some research anyway. I found on Sony's website that there was a motherboard defect in many S360s, and my serial number fell into the likely range. Since the extended motherboard warranty would be up in a month, I decided to send it in to them. On my first call I was not on hold for longer than 10 minutes, and the customer service person was very helpful, and told me to fax in my proof of purchase to validate the warranty. I did and called back later, this time only on hold for a few minutes, and they sent me the box and shipping label.
I shipped the computer on 1/22 and received it today (1/29) - 2 days less than their predicted turnaround time. I was thrilled to have my laptop back in only a week. Now, after reading the negative reviews I was worried they would claim liquid damage or no damage or something along those lines, so I was thrilled to see that they had replaced my motherboard with no hesitation, which saves me $700 down the line. Only my motherboard was under warranty at this point, since it was almost 2 years since my date of purchase. So I was even more thrilled to see that in addition to the motherboard they also replaced 4 other parts free of charge, mostly having to do with the cooling system. I was having moderate overheating problems before, and now my laptop is barely even warm! Sony had absolutely no obligation to replace these parts, so the fact that they did has me singing their praises.
Needless to say, my faith in Sony has been restored!