Sony Complaint - SONY Ignores Deceased Servicemembers Family
SAN DIEGO CA, CALIFORNIA -- Just an update on the issue some of you tried to help me with a few months ago. This is my LAST try with these people. This is the latest of pleas to them by phone and email. Here is the latest from them.
TO SONY SUPPORT
Message : I will post this as I posted it in many support forums after working for weeks trying to get help from SONY Please bear with me ..this is a unique case. I will try to keep it short. My friends son was in the service and was killed. In his effects that were returned was a Sony Viao PCG-671L The plan was for me to clean out the machine and give it to his little brother for school and WALA I run into a Bios Password. After HOURS on the phone with Sonys crew to prove I did not STEAL this laptop and only after 3 calls to them ( I HATE that you have to navigate all the marketing and hoops they make you do BEFORE they will answer the phone and get ALL of your personal info EVERYTIME) Well after I told the story in FULL detail to no less than 8 people and produced all of the neccesary proof that the Kid was indeed not on the planet they tell me ..and get this. " Well I am not sure what we can do for you , we do not have any master password or way for you to get around the problem" WELL WELL. SO IF I get this right.. you lose your PW and all you have is a Lump of nuthin and have to buy a new machine?? That would be a great scam 'cause MILLIONS of people request their passwords they forgot through email everyday from web-sites etc.( I know my sites do at least 300 a month and I am smalltime) This has been the worse nightmare ever.. that is why I own DELL laptops I called them just to see and YES in the same circumstances I could take Proof of ownership to a DELL center or send it in and POOF no more problem. ANY IDEAS HERE??? I went to a Laptop repair center here in San Diego and the tried but found that they could not flash the bios and suggest that I have the bios chip replaced and shops tell me that Sony won't sell the chips to them.. I will close with this.. This kid died while putting his life on the line to protect Sonys right to sell this to him and now he's gone and who cares? Sorry for the Rant but this is REALLY getting to me. I only have spoken to ONE guy at Sony support who really tried to help( I wish I had his name ) and he busted his tail to help me and gave me a number to call. He told me very plainly that there is a work around but I would have to prove it was not stolen to get the information . I understood fully and was prepared to send adeath certificate if needed. I called them , got a woman who made me go over the WHOLE process again and said , I don't know what that supprt person is talking about there are no master passwords and when I told her he was DIRECT from Sony she said it again...I then said ...I have been on the phone with you for 38 minutes and you KNEW why I called..why did you put me through all of the verification process and waste all this time when you KNEW what I was calling for from the start?? " I am sorry we can not help you " AND HUNG UP ON ME!!!!!!! It was like she was dissappointed that she didn't catch a thief and missed out on her bonus. Still, Good American Serviceman Dead..Little brother no Laptop and Sony no help.
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"We are here to provide Sony's customers with product information, troubleshooting, and technical support."
If this is NOT a technical question Then Exactly what is it?? The customer service issue is MOOT. There is NONE. And now the Technical support, the ONLY people who should know the answer to this TECHNICAL problem passes me BACK to the same people who have done NOTHING to help?? I will not rest until 1) Sony does something to address this problem or 2) I get this series of blow - offs published into EVERY consumer site and Blog on the Planet. Maybe I should just call the local Consumer reports TV personalities in California and see who would like to take this on for me. GREAT headline.. SONY STIFFS DEAD SERVICE MEMBERS FAMILY
This has gone on for MONTHS on both PHONE AND online. It is clear the message Sony is sending to me and now I am spreading it to you .
P.S. Nothing is being asked for for free. I am willing to pay for any fix. AND THEY KNOW THAT