Sony forum


SONY Listens? When are you going to hear me?

by gadgetlady67 / February 23, 2015 9:45 AM PST

I purchased a $1400 computer with a $300 4-year onsite warranty. My hard drive crashed and I have been getting the runaround since mid-week last week. I NEED MY COMPUTER BACK UP AND RUNNING and this is ridiculous. Everyone gives me the same "1-2 business days" timeline. Today, after not having received a call, the person I talked to said he would "re-process the request for service" and I would hear from someone in ... you guessed it ... 1-2 business days.

I bought an on-site warranty so I could get immediate and helpful service. I have been a loyal Sony customer for over a decade;


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I feel your pain.
by Dafydd Forum moderator / February 23, 2015 10:02 AM PST

Take the bit between your teeth and demand your query be escalated. Take the names of everbody you speak to so you have a record of your complaint. I think it's awful when you pay for this and they won't honour.

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I have records and have repeatedly requested escalation
by gadgetlady67 / February 23, 2015 11:08 AM PST
In reply to: I feel your pain.

I have voluminous records, names, requests for escalation, etc. The problem is there is never a "supervisor" you can speak with -- all of that is done via email with ... you guessed it ... a 1-2 day wait time for a response.

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Just in case.
by R. Proffitt Forum moderator / February 23, 2015 10:11 AM PST

Any weather related delays? I did hear from a client that was demanding some service during the current storms.

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Are you saying it might have got zapped Bob?
by Dafydd Forum moderator / February 23, 2015 10:17 AM PST
In reply to: Just in case.


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No weather - I'm in sunny Southern California
by gadgetlady67 / February 23, 2015 11:09 AM PST
In reply to: Just in case.

They have nothing they can blame this on other than 1) incompetence, or 2) lack of desire.

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The other shoe.
by R. Proffitt Forum moderator / February 24, 2015 1:41 AM PST
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Sony computer warranties
by gadgetlady67 / February 24, 2015 3:15 AM PST
In reply to: The other shoe.

They apparently have a deal with Best Buy to handle their warranties, but it's still impossible to get anything accomplished because you have to go through t Sony people to get Best Buy to approve what you're doing.

I got a call this morning from Sony, saying they were "within the 1-2 day response time frame." Never mind that it took them 2 days to VALIDATE my warranty (even though I had the paperwork and information right in front of me). They expect I MAY have service by Friday. My first call was last Wednesday. I told them 9+ days is UNACCEPTABLE for someone who purchased onsite service to get speedy service if something like this happened. We're so sorry, blah blah, but no action other than what is akin to "Relax, you're in the queue."

"Thank you for purchasing Sony."

My response? "Don't worry. It won't happen again."

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