In 2008, I purchased a Sony VAIO VGC RT150Y All in One desktop computer. Everything on the system was incredible, with the exception of the feeble CD/DVD drive, which broke after six months of casual use. Luckily, the repair was covered under warranty. However, during the replacement, the service technician cracked the large stand of the computer, so another service call was required to replace the monstrously heavy base.
After about six months, the CD/DVD drive collapsed once again, this time dropping parts into the mechanism of the computer. While my computer had been out of warranty for about one month, I called Sony Tech and requested a service call, explaining that I fully expected to pay for this call personally. This is when the serious problems of this complaint first developed.
Your service tech in India was clearly drunk. She slurred her words, giggled, and rudely told me I should just "box up the computer and send it back to Sony." When I explained this was not practical due to the size of the computer, she snorted like a pig, and garbled something about "so sad you have no warranty." In the background I could hear several Indian voices hooting and hollering as though a party was going on. I hung up the phone in disgust and called back.
This time, I reached a male in your Indian call center. He too sounded drunk, and seemed to be gasping for breath. His speech was literally incoherent. He said he wanted to look at my computer from his end, but when I followed his instructions I was suddenly given a window asking me download a binary *.exe file. Knowing I never had to download ANY file for such a call-center evaluation, I told my Indian friend that his befuddled advice, and suggestion that I download a strange file, were downright ridiculous. Again, I could hear the screeching laughter of several other call-center employees in the background.
Luckily, I purchased my computer through American Express, and have filed for my one year extended warranty to resolve this problem. However, my experience with Sony Customer Service has been so frustrating that I had to put my thoughts in writing. I have spent well over $7000 with Sony in the past ten years, and my account history is clearly visible.
My first concern is that the plastic CD/DVD drive in the VGCRT150Y is not up to Sony standards. The comparable drive in my Sony VAIO Laptop, which was purchased several years ago, is clearly superior, and all the plastic parts which broke on my VGCRT150Y are reinforced by metal on the laptop's comparable CD/DVD drive. I was also astounded by the complexity of replacing the CD Drive on the VGCRT150Y, and am again surprised that a consumer oriented company like Sony would create such a byzantine mechanical system. Even your experienced warranty technician broke the device while trying to fix it.
The real issue, though, is the obnoxious response from your Indian call center employees. While everyone in the US jokes about the incompetence of offshore computer assistance, I have never experienced such rudeness and uncivilized behavior as I encountered on my recent calls. I hold Sony fully responsible for the childish and inebriated conduct of your service "technicians."
I submit this history as an example of my acute dissatisfaction with Sony customer service. While I anticipate a response that my peculiar experiences were perhaps isolated incidents, I'll probably still think twice before making any significant investment in a Sony computer product again.
It's ridiculous! I'm never buying a Sony computer in my life again! I bought a dark red, Sony Vaio, CS110D computer last year December, and was using it happily when in March, the fan suddenly started making really loud irregular noises. Not the kind of noise that comes gradually with dust in the fan. I dismissed it as being something normal and not harmful. June comes, and the fan noise turns into a very shrill, high pitched noise. It sounded like the fan was about to turn on it's head and destroy the inside of my computer.
I was traveling at the time so I couldn't send it in to Sony repair center for repair, so I waited until September. I sent my computer in on September 7th and expected it back 7-10 business days plus shipping, so in 2-3 weeks. After 1 week, I call in to check the progress of my computer, and I found that the computer hasn't even been booked yet. So I try to resolve that issue.
I ended up calling every day. Yes EVERYDAY to rush the people to work on my computer. The customer support people kept on telling me different things like "The mechanics are telling us that it is a physical damage so you have to pay $500," When all I do is place my computer on my desk and not move it. And so I spent over 50$ on my phone bill, calling long distance trying to get a hold of the repair center in Toronto to discuss this issue with the mechanic, when one day, I called back to the support center, just to have them say "I'm sorry, that was a mistake." With various issues going on, people telling me different things, and my fan issue not being fixed, I got annoyed.
Apparently the fan was on "back order" and they had "no idea when it was going to arrive." This was week 6 of the whole ordeal. One and a half month have passed and I still haven't gotten my computer back. How can one live for one and a half month without a computer especially when one is a student and needs the computer to do various projects including programming?
I got fed up, and told the customer support person that this was not acceptable. 7-10 business days, this has been over 1.5 months! I want a new computer. Since you can't fix my current one, you can replace it. After more phone calling, with the people saying "Oh, someone/manager will call you back tomorrow" (Of course no one calls back, What was I expecting) They finally decide to replace my computer.
I expected the computer to be in 3-4 days since the factory was very close to my home, but after 2 days, I call in, asking for more information, they told me the order to send out a computer hasn't even been placed yet. I got mad, and tried to rushed them again. I find that whenever you get mad, the people CUT YOU OFF to try to calm you down. When you get cut off, you just want to lash out more.
People kept on telling me things like "mam, we can't see the status of the order. We have different systems." but miraculously, 5 minutes later, when I hung up, and called again, the next person told me they could see the information. Lying much? What was it about "I can't see the information, we have different systems?" What a bunch of lying people! So after another week, I FINALLY got my computer again, and happily I open it, just to find instead of a red computer, I got a black one. I was not pleased. I bought a Sony computer solely because it was red. I decided to suck it up and leave it at that since I didn't want the hassle again.
Using my new computer, end of November, comes December, and surprise surprise, my NEW brand new Factory condition computer's fan broke again, with the exact same problem as my previous computer. I called back again early January (as December I was back in my hometown) and tried to resolve this issue again.
Again with the support people who don't return calls, and the rude cutting me off during mid-speech. The only option they could give me was to "send the computer in and have it checked out." Needless to say, Sony has lost all my trust. I will NEVER send it in again, who knows, it could be 2 months this time. I told them that, to find another option, such as sending me a fan, and I'll find someone to replace my fan, or send in a technician to check out my computer. But I felt like I was talking to a wall, the person could only repeat like a broken machine "I'm sorry, but the only thing we can do now is have you send it in to our repair center to have it diagnosed."
They talked to the manager and couldn't even have a spare fan part sent to me? I mean wouldn't it have been easier to just send me a fan, rather than spending all the money on having a technician work on it and shipping on sending it to and from the factory? Since they aren't willing to compromise, I decided to drop it and just wait for my fan to explode on me.
Needless to say, I'm HIGHLY unpleased and will never buy a Vaio computer again in my life. If you are looking into getting a VAIO computer, hope that you have don't buy a computer with such a high rate of breakage. Get another brand. Don't ever get Sony.
NEW YORK, NEW YORK -- Sony has worst customer service I have ever dealt with! EVER! I bought a Sony Vaio VGNAR520e in Oct. of 2007 2 weeks ago the screen became distorted just out of the blue. Then it became scrambled with artifacts, then it just went black. I always knew it was running way to hot and tried using laptop chill pads to try to keep it cool. Took it to Best Buy where I bought it and was told that the Video Card was bad, and for $700 plus could get it repaired in about 4-6 weeks. I came home and began to explore the internet. Come to find out that there was an issue with the 8400MGT Nvidia geforce video cards that was in my machine, all of them were bad.
These bad cards where sent out to Dell, HP, Apple and Sony. In 2007 Nvidia came clean that the cards were bad and defective. Dell, HP, and Apple replaced them all in there machines and repaired the defective machines, but not Sony!!! NO! They sat on it for the consumers till everyone's one year warranty was up. The defective Nvidia chip set dosn't go bad till the machine is 1 1/2 to 2 years old then it dies from the heat and cooling issue. **
So Sony puts out a recall on certain models only that they list on there site as having this defective chip set, for free repair. My model is not listed, but does have the defective 8400MGT geforce. I talk to a rude moron today in customer service who tells me, and I qoute! "The video card is the one recalled, but the model you have is not listed so there is nothing we can do for you" So I said "My laptop is recalled, but not recalled?" reply from Sony MORON "YES"...
I have a $1200 Machine with defective hardware that Sony knows is a defective piece, and they refuse to fix it! There Reason it's pass the 1 year warranty! Which explains the models they listed they probably all still under a one year warranty and Sony knows it take's 1 1/2 to 2 years before the defective chip set completely breaks down. So I ask for higher ups. Same thing is said they admit the chip set is bad, but refuse to fix it. It was moron after moron I spent 2 hours talking to dumb, rude people who rejected to help me even tho they said it was a defective chipset that was recalled.
Every Sony in my house is going to be sold!! I will NOT EVER, BUY Sony AGAIN, EVER! They treated me the consumer as if I was the idiot! I meant nothing to them! ZERO! They even refused to pay half the cost of the repair! They talked to me as if I was a bother to them! I will buy a new laptop this week, and it won't be a Sony. Just bought my kid a brand new Cyber shot last week it's going back.
My son wanted a Xbox 360 for Christmas, I talked him into a PS3, well I'll be getting that Xbox 360 for him now! All my vid equipment will be found for sale on Ebay. But this is far from over. I make documentaries and will be doing some work about Sony now. I will be posting more. I'll be getting the recorders out people have to hear this crap to really believe it.
For Christmas, two years ago, my parents surprised me with a Sony Notebook. I should look up the model, but don't feel like digging through the bathroom closet to find the notebook. Oh yes, it has never been used. It's something like VGN AR... Media Center Edition. I should know the model as I've faxed Sir Howard Stringer and all his affiliations lengthy letters dozens of times. The notebook cost was $2,400.00.
I can type volumes here and give contact names if you want (as I've researched contact addresses on Stringer's biography even). A brief summary is that Christmas for my dear parents was ruined,and I have $2,400.00 worth of no notebook to use. I wanted to trade it in, called SonyStyle.com in plenty of time, was given the run around several times, and vow to remind them monthly - forever. Their support system is a joke at most. They put me off until it was too late to send it back, and then said I could trade it in at the value of $250.00.
When I decided to try to use it (even though my Dad was not aware they were selling him the media center edition), there were problems. Stuck with it, I started calling customer and tech support. One tech guy didn't even say hello, Sony, etc., and I had to say that I heard him breathing - HELLO. As soon as I said the word Christmas, he told me that his girlfriend's boyfriend died under a Christmas tree. Sad if so, but what???
One tech person walked me through a restore on this new product, and a message appeared that it was not a Vaio product. We paid for a new Vaio product. Again, what? Oh, it has been a nightmare, but I'll just keep it in the closet and keep contacting them.
Today, I received a call that still makes me laugh. A woman identified herself as being form "the executive offices" and proceeded to cite lies about when I did / did not contact them and all the help they offered me. You tell me where the logic is there? If they offered to help originally, what type of idiot would still be fighting them two years later? Of course, they did not offer.
This woman must have been trying to establish for her boss that she was tough and would certainly handle me (the consumer). This is their attitude. They don't help nor do they serve, and they certainly don't please the consumer in this case at least. She called my home and certainly tried to be tough... with the wrong person. I don't use foul language nor do I get agitated. I simply have the truth on my side and the intelligence. She was rude.
Rather than hang up on her, I finally just told her to not call my home and gripe at me; rather, if they've offered to help so many times, help. She gave me a number to call. I took the number, thanked her, and said goodbye. Been there. Done that. It will do no good. Trust me. I did add that she called my home stating "facts" that were not factual at all, and if I ever get rid of my desktop, I might just have someone take my hard drive and try to find all the information I've long since lost (although I did keep a thick folder of documentation).
They'll let you send the product to them for them to look at. I've read numerous reviews stating once that happens (and they have your product in their hands), they'll quote a high fee to fix it. Recall, I'm talking about a new never used (and not refurbished) $2,400.00 product here. If you have problems, I'd suggest looking up Sony on Hoovers.com where you can get the fax numbers for all the executives. You can also read their bios on their site if you want to try to contact them through organizations on which many serve as board members. I do.
I'd also suggest not buying it in the first place or at least buying it through Sams Club, etc. if they have what you want. They'll take it back. Excuse typos - rushing. Stand firm though. Even if you're stuck with a lousy product from a company like this that has ignorant yet arrogant customer support, be the squeaky wheel.
The Vaio care software causes the laptop to slow down to a stand still and if allowed to continue unhampered will cause the laptop to crash. I am still looking for a way to safely remove Vaio care from my laptop but at this time simply stopping the Vaio from doing its "analysis" seems to prevent crashing. From one programmer to the fools that wrote the Vaio care software... You are idiots for thinking the public wouldn't notice!
BAY AREA, CALIFORNIA -- So I bought a Sony laptop. It costs me around 900 dollars with a year warranty. I chose this laptop over Mac because it was cheaper and I already had an iPhone. 1 year later. The battery is terrible. I can only use it for one hour and it's dead. I cannot take it to class even without it dying. It's unreliable and I'm miserable by buying it. I wish I never bought it. BUY A MAC DON'T BUY FROM THIS COMPANY. After the warranty they don't care about you at all. Make the right choice.
I purchased a Sony Vaio vgn nw150 j/s laptop 13 months ago. On the 13th month the Hard Drive died and needs to be replaced. Sony will not honor the warranty past the 364th day and wants me to pay them $499 to repair it. First off I'm upset that they are selling products that do not last more than a year and are charging top dollar, and you have no recourse. I paid $800 for the laptop and don't feel I should have to pay this every year for a laptop, or even one time for a years worth of lap top. I could rent one cheaper than that.
Sony's products are not good quality. I don't understand why we all think they are a good company because they are not. A few years ago I purchased a DVD player, and just before a years time, it died. I went to return it to the store but did not have the original packaging so they would not exchange it. I had to purchase another one, then put the old one in the new ones box and return it. This one also died before a years time, and since I had no packaging again, I had to do the same thing again.
If you are unsatisfied with the answer you get from customer support, too bad. They will not give you to a manager and say that they are the highest ranking for this issue. they will not provide corporate headquarters address or phone number. Why would Sony not want consumers to call them? Probably because they anticipate so many unsatisfied customers and do not want to hire that many people to take all the calls. They do not want you to be able to find them. What kind of company is this? Can we kick them out of the USA? I WISH!!
I will never purchase another Sony product and would warn any other consumer about their quality and service before they consider Sony products. If you were also ripped off by Sony, paste as many complaints as you can on the web. lets at least try and diminish their profits.
550 MADISON AVENUE -- This is to answer Sony Corporation of America response: I do NOT agree with their response. Early May 2011, I was able to contact ** and a 2nd representative at Customer Relations to inform that the laptop in reference started to have software and hardware problems while the 5-year extended warranty was active. I also explained to them that the AON Insurance 5-year extended warranty that SonyStyle at Menlo Park, Edison, NJ had sold to me had expired in March 2011.
** and the 2nd Sony Customer Relations representative promised that Sony and AON will honor the repair of the laptop or change it if they are not able to repair it even though the 5-year extended warranty had expired in March 2011 as the laptop started to show software and hardware problems while the 5-year extended warranty was active. Then a couple of days later Sony changed its position and they refused to transfer several calls I made to contact **.
Now, Sony is saying that the issue is between me and AON Insurance. It is important to indicate that I bought this laptop at the SonyStyle store located in Menlo Park, Edison, NJ 08837. It was SonyStyle that sold me the AON 5-year extended warranty agreement. An AON Insurance representative indicated that they will not repair the laptop unless Sony ask them to repair it. Sony cannot say now that they are not responsible as they were the ones that sold me the 5-year extended warranty. Sony and AON are showing lack of ethics in conducting business by not following the agreement.
My Spouse listened all conversations I had with Sony and AON Insurance representatives and she certifies with her signature below that Sony first agreed to repair the laptop or change it in the event it could not be repaired, under the 5-year extended warranty, as the laptop started to show technical and hardware problems while the 5-year extended warranty was active.
I purchased a high end Sony Vaio laptop in May 2010 for over $3000 and paid an additional $400 for a Sony 3 year extended warranty. Within seven months after the purchase the laptop became unusable because the Nvidia video card had failed requiring the motherboard to be replaced. When I called the Vaio support line they scheduled an on-site repair visit and assured me that the repair will be done within 3 business days as stipulated in the warranty. Based on this information I postponed two important business presentations for which I needed to use the laptop.
The nightmare began soon after. No one showed up for the repair after 3 days or the following weeks. I called Sony countless times to inquire about the repair and was never able to break through the stonewalling of the Philipine-stationed gang which represents Sony Vaio. Every time I called I had to retell the story only to find out that they used my call to reset the clock to give themselves another 3 -4 business days before someone would purportedly call back, but of course no one did call.
When I asked for details about the delay or to talk to a supervisor they would refuse or become rude. Eventually when I managed to break through to a supervisor Mark. I found out that the reason for the delay was that a part was "back-ordered" and that no delivery date is available. Mark promised to call back within 3-4 business date to give me an update. He never called back.
Next time I called there was another supervisor named Mike. Mike continued to give me the runaround and refused to tell me when or if the laptop will be repaired. He would not say if it will take one week or one month or one year. He absolutely refused to give me a loaner stating “policy”. So I am still stranded without a laptop. If you are shopping for a laptop don't be fooled by Vaio's good looks. Their product is unreliable and their customer service is a scam.
I purchased a Sony Vaio in July of 2009 and purchased a one year warranty (I did not get the extended one because Sony claims their Vaio is "#1" and I didn't think it was necessary.) Five months after the warranty has run out, the hard drive failed and nothing can be done.
I've taken it to two computer stores, both of them telling me it would cost upwards of $400 to install a new hard drive and even then, they can't guarantee that my computer will even work after that. They recommend buying a new computer. I don't have money for that! I already blew a thousand dollars last year for a computer, now I have to get a new one?!!
So today I decided to call Sony, to see if they would actually stand behind their products being the "best." I was on the phone with tech support for two hours, who kept asking me to try different things with the laptop (hit f8 or f10 at startup for different options etc,) I continued to tell him that I've already tried all of this myself and that the computer stores said it couldn't be fixed.
I asked for a supervisor because I told him I want compensated and for them to either fix my laptop or send me a refurbished one...At which point I was put on hold. And then "disconnected." I tried three or four other phone numbers, expressing the problem and then getting "disconnected." Four hours, wasted. Oh and when the Sony man asked where I was calling from, I told him what state I lived in and then jokingly asked where he was calling back from..His response? Not America. Wow. Thanks captain obvious. ** Sony.
Never again will I buy from them if they don't do anything, its just ridiculous, I need my laptop for college. Guess I shouldn't have decided to take on more classes by going online...Seeing as how I don't have any way to get on for my classes.
Thanks Sony. Go screw yourself and your "number one computer." Thanks for not helping whatsoever and giving me the runaround. I hope no one else out there has an experience like this with them, and that other consumers out there can see my review and not buy Sony... Even though a Vaio is pretty awesome... Until it stops working and you're out a grand.