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Barbara of New York, NY October 25, 2008
Barbara of New York NY (10/25/08)
I bought a Sony Extended Service Plan from Sony when I purchased my Vaio TXN in June of '07. The manufacturer's Warranty is for only one year. Naturally, I needed service for the Vaio on Labor Day weekend September '08. There was none to be found. Manyphone calls, no answer, cut off during waiting on queue....etc. So on September 7th I cancelled the Extended Service Plan. SonyStyle sent me an e-mail saying that 433.49 would be refunded to my credit card. Ten days later, no credit, I called and was told that since my credit card account number had changed slightly (lost wallet) they could not credit the 433.49 to AMEX but would send a check by mail. It might take until October 19th.
On October 20 I contacted Sony Customer Care again, and was told that they didn't have my mailing address until September 22nd when I gave it to them since ceck hadn't arrived. They of course never call me! October 22nd they send me an e-mail promising a refund check of 281. Many inquiries and threats later they say that this is prorated ammount. The contract that I have from Sony states terms of effectiveness (6) as Extending from expiration of of the manufacturer's product warranty (June '08) till the date on reverse side..June '11. And (18) If you cancel this contract after 60 days you will receive a prorated refund based on the remaining days of coverage on a monthly basis less costs and claims... This ammounts to 27 for the months of June, July, and August '08.
Ofcourse Sony Customer Care has made inquiries on my behalf seven times, and has never explained its manner of computation, nor have they sent a check for a single cent!!! The little Vaio works fine, but customer care at Sony is a joke. I will NEVER trust them again and have made a formal complaint of FRAUD to the New York State Department of Insurance, and also to the Department of Cnsumer Affairs.
Waste of my time, and theft of 433.49. Patricia of Bingham Farms, MI October 7, 2008
Patricia of Bingham Farms MI (10/07/08)
I wont bother to go through all of the excruciating details of my experience with customer service department. [Their] customer service is the absolute worst I have ever experienced with any company. I, like many others, own a Sony Vaio laptop VGNCR290 that hasnt worked properly since it was purchased and has now ceased to work entirely. [The]warranty has zero value when [they] do not honor it. I now have a useless laptop that has long been awaiting repair services which quite likely will not resolve the problem if the repair ever actually happens.
Out of necessity, I have already purchased a replacement laptop from MAC (which by the way, is operating exactly as I hoped it would). [Their] company has made it impossible to send any type of electronic communication regarding a complaint. Interestingly, I had no problem buying the laptop over the internet and sales department was highly responsive. Another Dissatisfied Customer,
Damage - Cost of initial computer, my time, my daughter's college experience, and loss of faith in even marginal customer service. Andrew of Ventura, CA September 23, 2008
Andrew of Ventura CA (09/23/08)
I purchased the latest Sony Laptop from Sony Style. When I received the product, it didn't preform as expected. It was slow, slower than my 4 year old laptop, it crashes frequently. I called customer service about this problem, and was informed by Sobrina, that if technical support couldn't fix the problem, then she would issue a RMA. She passed me onto Paul in technical support who logged into my laptop, and couldn't do anything to solve the issues. He admitted that the laptop that I purchased was unable to appropriate support Windows Vista, which was the only option to purchase the laptop with, and that I could downgrade my laptop to Windows XP. the then issued me an event number and passed me back to customer service.
This time I reached Rose (id 5018) who wouldn't issue the RMA, and wouldn't pass me back to Sobrina. She actually had the nerve to tell me to continually call customer service in hopes that Sobrina (1 of over 200 customer service operators) would answer the call and follow through on her word. AFter getting this huge run around, I filed a complaint with my credit card, under the terms of the credit agreement that the product I received wasn't as expected. However they didn't look into the complaint and rejected the complaint stating that I had an extended warranty. I called my credit card again and spoke to Kevin, who was going to refile the claim, but never did.
After all this, Sony has issued a recall on the product due to faulty wiring, but won't send anybody out to fix the problem until November. I am at the end of my rope and don't know what to do, but I do want everybody to know NOT to purchase products from Sony as their customer service is the worst I have EVER experienced.
I have a laptop that barely functions, I have spent many hours on the phone with customer service, technical support, etc. Joe of Oak Hill, WV September 23, 2008
Joe of Oak Hill WV (09/23/08)
My daughter got a Sony Vaio for graduation and after having it only a month, the screen cracked while she was adjusting the angle of the screen. Shipped it to Sony and got a 500 estimate for a new screen. After tussling with them over this they dropped the estimate to 350, but they insist that the computer was damaged due to abuse. I will NEVER buy so much as a battery with the Sony Brand on it as long as I live and if all I accomplish with this complaint is that you don't either, I'll be happy with that. This is a problem I found repeated over and over again on the internet. Shoddy computer and poor customer service. DO NOT BUY SONY!
My daughter needed a laptop to start college. She doesn't have one now. Sony stinks. Greg of Buena Park, CA September 19, 2008
Greg of Buena Park CA (09/19/08)
My Vaio was [bad] since I opened the box. Always shutting down and having to restart by removing the battery and disconnecting the power supply. Like others they would not take back for months. Then when they take it back they tell me I damaged the computer and the warranty (which I paid extra for) is void! Poor product and no customer service Sony is Baloney! Don't buy Sony products!
They say water damage, Never happened! They more than likely damaged it rather than fix it. 6 months, 1,300 lesson learned no to SONY products!
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