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new world record for Sony VAIO: worst aftersales service!

by Irshad_AKHOUNE / April 7, 2012 12:08 AM PDT

Hi everybody, allow me to tell you my bad experience with Sony VAIO support here in Indian Ocean:
I have a 1 year old VAIO (VPCZ13C5E, bought 2900€ directly to Sony at http://www.sony.fr/hub/ordinateur-portable-vaio
As I had a minor issue (keyboard backlight not working), I opened a case with VAIO Support Europe. 6 weeks later, they told me to take it to my local Sony representative (IS2) to have it fixed: http://www.is2-net.com/affic_page.php?iCat=11
That was on the 9th of December (2011).
Since that day, the repair is still "ongoing".

IS2 has already changed, at least: keyboard, motherboard (2 times!), speakers (don't ask me why)...but now the laptop doesn't even boot.
IS2 tells me that Sony sent them 2 dead spare motherboards (wow, I work in IT, and I've never heard of a computer manufacturer who doesn't test spare parts before packing and sending...and IS2 tells me this happened 2 times in the same case!), and that each time they order a spare part, it takes 3-4 weeks to get delivered. Last but not least, IS2 already called me 2 times to tell me to come and pick the "fixed" laptop, but each time I came, I did check if the laptop was working with their tech guy on my side...and it would not even boot. So, 2 times I had to come back home with empty hands and wait another 4-5 weeks.
IS2 told me too that Sony doesn't want to replace my laptop with a new one, so they ordered...a 3rd motherboard...
so, in a nutshell:
case opened on 25 of october 2011
VAIO laptop repair started on 9 of december 2011, and still ongoing
3rd spare motherboard delivery date to IS2 estimated to 13 of april 2011

-> what next?

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Collapse -
What the heck is going on over at Sony ?
by ReneeRn / July 19, 2012 10:10 AM PDT

I just made a Sony purchase (Product and model with-held...awaiting response from SonyListens prior to "going viral" with a MAJOR issue).

Believe me when I say that my complaint has caused Sony to "listen". We'll see what their "revised offer" is to my complaint. The first offer was laughable, if not downright...embarrassing. I wonder if the staff at SonyListens have their own "bets-on-the-side" as to which one one can get away with the least amount of compensation per issue. As a business owner, I can't say that really I blame them for offering little, and hoping for a lot in return...but sheesh....can't they get a little more REAL?

Track this thread and look for an update on July 20, 2012. I guarantee that you will find the 'outcome" worthwhile to note.

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For balance.
by R. Proffitt Forum moderator / July 20, 2012 1:28 AM PDT

Here in the USA my few experiences with Sony's repair depot have been "non-events." Everything went smoothly and well. I fear that service experiences will vary across the world.
Bob

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