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Sony Complaint - Defective products/poor customer service - Sony Vaio
Sony Vaio - Complaint
My son purchased a computer from Sony Style on line 7/10/09. We received the computer laptop Sony Vaoi VGNNW130 on 7/15/09. He took the computer out of the box and proceeded to connect the battery and plug it in to charge and it would not recognize the battery. He then called Sony support and they were able to get the computer to recognize the battery but it would not charge. He was then told that it was a defective battery and they would priority overnight ship the new battery to him. We left for vacation on 7/18 and the battery had not arrived. Upon returning from vacation the battery had still not arrived. A second call was made to Sony and he was told the battery was on back order and he should get it in 3-5 days. A third call was made when it did not arrive and he was again told it was on back order it should be 3-5 days. When that did not arrive he called again and a replacement battery was found and it would arrive in 3-5 days. That did not arrive a another call was made to Sony and he was told both batteries were on back order. Once again it should only be 3-5 days for another to arrive. This went on until he left for college. I took over the calls to Sony and got nowhere. I was told on 8/28/09 that a priority service called was placed and someone who could help would call me back within 24 hours. On 9/1/09 I still had not received a call back. On 9/1/09 I spent 5 1/2 hours on the phone, was disconnected 5x and had to start the process over each time to get to the correct person. During all these calls I was transferred from customer relations to Sony Style, I was told because my son purchased the computer on-line, who proceed to transfer me to Sony Cares. The gentleman who helped me told me there were plenty of batteries available, he actually checked 3x to be sure and asked if I would like to order one. Of course I told him and then proceeded to tell me it would cost 199.00. Needless to say I exploded. A manager came on the line and told me they were unable to send me the battery without payment. I was then sent back to Customer relations. The manager there told me they had found a replacement battery it was in the warehouse and would be shipped to me within, you guessed it 3-5 days. On 9/9/09 I called Sony once again to see why we had not received the battery, I was once again told it was on back order. I blew up, they put my call through as a "Tier 2" call and Danny, from San Diego told me he did have the battery and would priority ship it next day. Well, waiting for a happy ending, you're not going to get it. The battery arrived just as Danny said on 9/10/09, but when my son put it in the computer it did not work. The problem it seems is not a defective battery, but a defective computer. I have already been told that I cannot receive my money back because the 30 day warranty is over, bull I say. Not my fault it took them almost 60 days to send me a replacement part, and they misdiagnosed the problem to begin with. I was on the phone once again 9/10/09, disconnected 3x, 2 1/2 hours later to be told anyone who could help me is gone, I have to call back in the morning. DON'T BUY SONY PRODUCTS!!!!!
Comments:
Posted by bcd on 2009-09-11:
While I was reading this story I knew it was going to end with the replacement battery not correcting the problem. I am disappointed that Sony customer support incorrectly evaluated this. Are you sure the computer only has a 30-day warranty? All new Sony Vaio computers have a one-year manufacturer's warranty. (There is a 30-day return policy). Good review.
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