Sony Complaint - Don't buy a Sony VGN-SZ680 laptop
DURHAM, NORTH CAROLINA -- Thinking of buying a Sony Laptop? Don’t.
I purchased a brand new Sony Vaio VGN-SZ680 laptop on August 4th, 2008, in addition to a three-year warranty for over $350. I spent more on this computer than I ever have on a previous laptop (all of which were Dells), because I had heard great things about Sony products and wanted to buy a "top-of-the-line" product for graduate school. I had heard horror stories about how difficult law school is for first year students, and thought that by purchasing a more expensive laptop, I would be spared any additional stress from computer issues. My calculation could not have been more wrong.
Just over one month after purchasing the computer, on September 9th, I contacted Sony about the blue screen fatal errors that had been occurring roughly once per day for the previous week. At this point, they sent me a box and I shipped my laptop to the service center in San Diego. I had to remove all of my files from the computer and then reinstall all of my software and drivers upon receipt of my computer roughly a week and a half later. At that point, I assumed that the problem had been fixed. It had not.
Within a day of using my returned computer, the same blue screen error occurred. At that point, I called Sony and spent over an hour being passed from one technical support person to another, and then was promised a call back from a person in a supervisory role. Later that day, I received a call from a technician in San Diego who told me that he would try to access my computer remotely to better assess the problem. Because his server was down, after around 45 minutes on the phone he told me that he was unable to access my system and would call me back in a half hour. I waited for his phone call and he never called. After an hour and a half, I called him back and left a voicemail, which he did not return until the following day. I then had to restart the process of being passed through several Sony representatives, and finally was told that someone would be sent to fix my computer onsite.
I was able to arrange an appointment with a local technician, who spent several hours replacing the motherboard and then returned the laptop to me. Six days later I experienced the same error again. Not only did the error occur again, but then my computer would not turn on. Each time this error occurred, I lost data and, more importantly, I lose a tremendous amount of time. I spent nearly an hour and a half on the phone with several representatives at Sony that day. I was told that I could send in my computer for a 3rd attempt at repairing it, which meant that I had to go without a computer for another two weeks.
I find it unconscionable that Sony would not take better care of its customers – I spent almost as much of my first semester without the use of my computer as with it. To say that I am dissatisfied with my experience with Sony would be a tremendous understatement.
I had deadlines to meet with my schoolwork that I have been unable to complete because I did not have access to a computer, and because I spent approximately 15 hours dealing with the repercussions of my computer not functioning correctly.
I requested a full refund of my purchase and was told my request was denied. I then requested a brand new computer, as I paid full price for a brand new computer and having it “fixed” three times (in the first 2 months) equated to my getting a refurbished product. Sony denied this request, despite the fact that I did not buy a refurbished product.
It is clear that I bought a lemon. Don’t buy a Sony Vaio.