topic Re: SONY VAIO Support is a TOTAL JOKE! in PCs & Accessories

SONY VAIO Support is a TOTAL JOKE!

Sadea — Fri, 14 May 2010 14:11:43 GMT

I have been using VAIO machines for almost 11 years and up until last month I have never had to use warranty, ever.

I started having problems and on the 15th April I was booked in for a collect and repair service for 22nd April. The courier came, checked the laptop and packed it up. I was very impressed with the speed and efficiency of the service and 4 days later I got my laptop back.

The same courier unpacked the laptop and when we inspected it there were two hairline cracks at each corner of the bezel surrounding the LCD panel. I was not too happy and the courier duly noted the damage on his paperwork and advised I should get in touch with whoever arranged the repair to get this sorted out.

I immediately e-mailed VAIO link and the next day I got this reply:

Regarding your inquiry at the last email,

Kindly be informed that your issue requires further investigation.

I have escalated to our second level and they are currently investigating your case.

You should expect to have a response from them within 48 hours.

Well one week later (4th May) and still no response from VAIO Link, So I phoned and was told that I need to send photo's showing the damage, which I did immediately. Got the usual automated response and again no further contact from VAIO Link.

So I rang again on 7th May and was told by VAIO Repair someone will be in touch to arrange collection. Again nothing after this.

I rang again on th 11th May and VAIO Link have got no Idea about any collection, then put me through to VAIO Repair who said they need photo's of the damage. I explained these had been sent on the 26th April. However VAIO Repair guy says they have a seperate e-mail address so I send multiple e-mails to VAIO Repair and still no response.

I have rang VAIO Link on the 12th and 13th May but have had NO response at all.

It appears VAIO Link & VAIO Repair are seperate entities, but this does not explain why they can't get this issue sorted out, especially in light of the fact that they managed to organise the initial repair and return between them.

FFS We have had a general election, hung parliament, a government coalition AND a new Prime Minister in office in less than one week BUT SONY VAIO customer services haven't been able to sort this issue out in almost 4 weeks!

I have clocked up over £15 in phone calls to this bunch of cow boys and really don't know what to do. Any advice would be appreciated.

One thing I do know however is that after 11 years of loyalty to the VAIO brand (believe me I have regularly upgraded every 12 - 18 months) I SHALL NOT spend another penny on ANY SONY Branded product.

Re: SONY VAIO Support is a TOTAL JOKE!

Thalamus. — Fri, 14 May 2010 14:34:56 GMT

Hi Sadea,

welcome to club VAIO..

I've escalated your post onto our contact at Sony support, hopefully someone from Support should be in contact soon..

Please check your registration contact details are correct, using the following link (here )..

Could you keep us upto date on any progress made please?

Re: SONY VAIO Support is a TOTAL JOKE!

Sadea — Fri, 14 May 2010 14:46:57 GMT

Hi Sadea,

welcome to club VAIO..  

I've escalated your post onto our contact at Sony support, hopefully someone from Support should be in contact soon..

Thats very kind of you, they are on the phone as I type, let's hope I don't end up on another escelator, I still haven't recovered from going over the top of last one on the 27th April.

Please check your registration contact details are correct, using the following link (here )..

Could you keep us upto date on any progress made please?

Joking aside, I will update as soon as I have spoken to somebody and got a result.

Re: SONY VAIO Support is a TOTAL JOKE!

Sadea — Fri, 14 May 2010 14:59:01 GMT

So I just spoke to someone at VAIO Repair call centre.

Current situation is that VAIO Repair Centre is STILL WAITING for authorisation to arrange a collection and I should receive a Phone call in the next few days from someone to arrange this. I have also asked the agent for the repair centre to confirm by e-mail re: collection.

I will update the thread with any further developments.

Re: SONY VAIO Support is a TOTAL JOKE!

Thalamus. — Fri, 14 May 2010 14:59:58 GMT

Glad to see you've still got a sense of humour, and I guess it's better to be on an escalator than a roundabout..

Can't believe it's took you eleven years to join the forum, where have you been.. :smileygrin:

Re: SONY VAIO Support is a TOTAL JOKE!

Sadea — Mon, 17 May 2010 19:17:20 GMT

Glad to see you've still got a sense of humour, and I guess it's better to be on an escalator than a roundabout..

Got a call from VAIO customer satisfaction team, the chappie who called has said he has taken over the case and will be dealing with it until it has been sorted.

I have been told I should expect a call from VAIO Support either today (oh well it has not happened today) OR tomorrow for the collection to be arranged, either way he has assured me that the collection should be arranged by tomorrow at the latest.

Hopefully I should be reaching the top of the escelator very soon, I just hope I don't end up at the floor for "swings and roundabouts"!

Can't believe it's took you eleven years to join the forum, where have you been.. :smileygrin:

This ^ should be considered a positive thing, if I did not have issues with VAIO support I would still not have joined the forum.

Re: SONY VAIO Support is a TOTAL JOKE!

Thalamus. — Mon, 17 May 2010 20:35:03 GMT

Got a call from VAIO customer satisfaction team, the chappie who called has said he has taken over the case and will be dealing with it until it has been sorted.

I have been told I should expect a call from VAIO Support either today (oh well it has not happened today) OR tomorrow for the collection to be arranged, either way he has assured me that the collection should be arranged by tomorrow at the latest.

Hopefully I should be reaching the top of the escelator very soon, I just hope I don't end up at the floor for "swings and roundabouts"!

Sounds promising..

This ^ should be considered a positive thing, if I did not have issues with VAIO support I would still not have joined the forum.

Well I'm glad you've finally joined us.. :smileygrin:

Oh and if you are on facebook, feel free to join our page http://bit.ly/Club-VAIO-Experts

Re: SONY VAIO Support is a TOTAL JOKE!

Sadea — Tue, 18 May 2010 17:20:25 GMT

Sounds promising..

WOOHOO! The laptop was collected this morning! Also it was the same driver which is great as he knows the "before" and "after" of the laptop condition (on both pickup/drop offs)

I have put some Black tape over the areas that were damaged, so if VAIO CS is reading this they know why they are there for now OR Thalamus you can always let your VAIO contact know about the tape.

Well I'm glad you've finally joined us.. :smileygrin: 

Oh and if you are on facebook, feel free to join our page http://bit.ly/Club-VAIO-Experts

Facebook? me? Naah that is so yesterday!

Apparently the new "in" thing is to delete your facebook profile.
By the way have you seen the South Park Facebook episode? had me in stitches check it out CLICKY HERE

Re: SONY VAIO Support is a TOTAL JOKE!

Thalamus. — Wed, 19 May 2010 12:46:54 GMT

Thalamus you can always let your VAIO contact know about the tape.

I've passed the information on..

Re: SONY VAIO Support is a TOTAL JOKE!

Sadea — Mon, 24 May 2010 10:58:48 GMT

Got a call from VAIO customer satisfaction team, the chappie who called has said he has taken over the case and will be dealing with it until it has been sorted.

I have been told I should expect a call from VAIO Support either today (oh well it has not happened today) OR tomorrow for the collection to be arranged, either way he has assured me that the collection should be arranged by tomorrow at the latest.

Hopefully I should be reaching the top of the escelator very soon, I just hope I don't end up at the floor for "swings and roundabouts"!

Guess what! The bloody escelator took me straight to the "swings and roundabouts" department.

I had the chap from DHL come back with my VAIO today, we unpacked it and the black tape covering the damage to the laptop were still in place!

THEY HAVE NOT REPAIRED THE DAMAGE! But what they have done is replace the palmrest, WHY? WTF?!?!

I have refused to accept delivery of the laptop, I'll be damned if I was going to wait in another day for them to re-collect it.

I have run out of humour, these guys really couldn't find their backsides if they were sitting on both their hands!

Re: SONY VAIO Support is a TOTAL JOKE!

Sadea — Mon, 24 May 2010 11:18:28 GMT

Below is the transcript of my last Chat with VAIO Support:

Please wait. One of our agents will be with you shortly.
Agent says:
Hello sadea. My name is Agent how can I help you?
sadea says:
Hi Agent I just had DHL try to deliver my VAIO, however I have refused to accept it back from Teleplan because the repair wotk which it was collected for has not been carried out. I am getting VERY P***ED OFF
Agent says:
One moment and i will check this for you.
Agent says:
What was not repaired?
sadea says:
The repair centre was supposed to have replaced a damaged bezel, which was damaged in transit of an initial repair. I would like to go through the specific details but it would be easier if you read my thread in Club VAIO: http://club.vaio.sony.co.uk/clubvaio/gb/en/forum/viewthread?thread=69735&lastpage=yes
sadea says:
OR if you were to get someone to phone me asap
Agent says:
I will request a call back, please provide a contact number.
sadea says:
078********, please do so asap it has taken nearly 1 month to get to this stage, my patience is wearing very thin.
Agent says:
Thank you for using Sony VAIO-Link Chat Service.

I await the call

Re: SONY VAIO Support is a TOTAL JOKE!

Thalamus. — Wed, 26 May 2010 16:37:05 GMT

Hopefully when your vaio is returned the damages to the bezel will have been correctly repaired..

Have you been contacted by anyone from Vaio support.

Kindly keep us updated please..

Re: SONY VAIO Support is a TOTAL JOKE!

Sadea — Thu, 03 Jun 2010 09:14:05 GMT

Final update, The Vaio has been returned and all the damage and then some has been fully repaired, in actual fact the laptop looks exactly as it did on the day I bought it.

I would like to thank two people in particular for their help and support. Firstly mr D S at customer support who took it on to deal with the case and was in touch regularly to keep me updated on the status of the repair and secondly to Thalamus for keeping the faith and getting in touch with his contact @ Vaio to get the ball rolling.

Thanks guys.

Re: SONY VAIO Support is a TOTAL JOKE!

Thalamus. — Thu, 03 Jun 2010 09:47:10 GMT

That's excellent news Sadea, glad to be of assistance..

SONY VAIO Support is a TOTAL JOKE! Very true!!!

adlervision — Wed, 06 Oct 2010 22:04:49 GMT

Dear all,

I bought for a first time a Sony vaio laptop, very expensive product, hoping that I did the best choice on the marked. I even decided over Macbook pro...I received a computer with a battery life of 1-1.5h. Even my 5 year old laptop was more reliable from this point of view. I tried several time to solve the issue with the Sony service support. To make a story short, I am very disappointed and angry from the manner how I was treated. Everybody says the same poetry...we are here to help you...but nobody dose something practically. And Sony support support employees do not know in between them what they promise to the customer. One person told me that it is normal that the battery is 1.5h when I do not use at all the computer...?!!! and I will not get a new battery and other person told me that Sony will be sending a battery???!!!

I really hope that somebody from the responsible directors read this and do something about this kind of situations!

If you continue like this you will have less and less costumers..

I will not buy again a Sony product.

I am sorry about this,

SONY VAIO Support is a TOTAL JOKE! Very true!!!

Blencogo — Fri, 08 Oct 2010 20:29:36 GMT

Hi adlervision,

Sorry to hear of your problems with the battery.

Please let me know which model Vaio you have and also the Case Number allocated by Vaio Support to your question.

When I have these, I will try to get more information for you.

Please reply in A NEW QUESTION. Please do not add a question to someone else's old discussion on a totally different subject.

SONY VAIO Support is a TOTAL JOKE!

jinjerly55 — Thu, 12 May 2011 23:18:03 GMT

Sadea. I truly sympathise. I cannot offer technical assistance but, I can suggest that you try contacting Sony's Head Office instead. Work your way down from the top. One of the issues with Global Corporations/ Multinational Companies is, that they have too many branches and not enough heads! Things are not as uniform or as centralised as they can appear.

If you make a polite approach to the head honcho/honcho's you might be surprised to actually hear back from one, who should be able to get something done for you. It's worth a try, especially when you appear to have done everything else!

SONY VAIO Support is a TOTAL JOKE!

Blencogo — Fri, 13 May 2011 00:05:20 GMT

This discussion is a year old.

If you read the whole discussion, you will see that Sadea's problem was solved by 3rd June 2010 with the help of Thalamus - one of our Experts so your advice is a bit late!

:smileymischief: