DON’T BUY SONY PRODUCTS–WORSE PRODUCTS AND CUSTOMER SERVICE. On 4/28/10 I purchased a Sony Vaio from Best Buy. I returned it on 4/30/10 because the backspace key wouldn’t work and received a new Vaio. 15 days later the DVD drive wouldn’t work and so began my Sony nightmare. Five repairs in five months and the Vaio still didn’t work properly. I have spent 60 hours on the phone with Sony because its customer service is horrible. You wait anywhere from 10-20 minutes to get a representative, explain the problem, then the Sony rep says they have to read the file, another 5 minutes, after which they ask you why you are calling, so you have to repeat the problem again.
If you get transferred the whole process starts all over again. In dozens of phone calls to Sony I’ve never gotten off the phone in less than 45 minutes, frequently spending as much as two hours on a call. When Sony said the Vaio had to be returned for a sixth repair in 5 months I contacted a local TV station’s consumer action group. It took them almost two weeks to track down a phone number for a Sony representative and Sony agreed to replace the Vaio with a new one. Sony deliberately makes it virtually impossible for a customer to contact them other than through their useless customer service.
Six weeks after the “new” Vaio was delivered the hard drive crashed and the DVD drive wouldn’t work. In the next four weeks the hard drive, DVD drive, touchpad and motherboard had to be replaced and then the keyboard stopped working. During the replacement of the motherboard it was discovered that the laptop wasn’t new but was in fact refurbished. I demanded my money back and was told Sony would repair the keyboard.
I obtained the name and phone number from the consumer group and called the Sony PR rep but he no longer worked in that capacity and provided the email address for his replacement. I sent a detailed email, including the all of the event numbers assigned by Sony, asking for a full refund. I received no response. I called the original Sony PR rep and after much back and forth he provided me with Elizabeth Boukis’ phone number. I called Ms. Boukis and left a voicemail, which she ignored. I called back several times getting her voicemail but finally she answered and I told her I wanted my money back. It wasn’t a pleasant conversation and I told her I would call her everyday until I got my money back. Five minutes after hanging up another Sony rep called saying they would refund my full purchase price.
If you are going through the nightmare that is Sony Customer Service, here is the contact information for the Sony reps mentioned above.
Elizabeth Boukis, 408-352-4593, Elizabeth.boukis@am.sony.com
Gary Bacci, Sony Operations, 858-942-3275, Gary.Bacci@am.sony.com
Linda Barger, Sony PR, Linda.barger@am.sony.com
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but it seems they did everything you wanted, you should maybe be pissed at best buy for selling you a faulty and refurbished product if anything. I’ve read real horror stories from dell and samsung and those companies would have never given a full refund no matter what, those customers have issues getting anything done for their laptops, and sony repaired yours every single time. I’ve been researching to get a new laptop and it seems shitty customer service is just the reality these days, even for products costing thousands of dollars. my vaio fell apart over these past six years fairly gradually, so I’m certainly hesitant over getting another vaio but honestly the other options seem worse. It’s fucking impossible to find what I want in a laptop and good customer service, but this review has just made me more comfortable about getting a new vaio. a real CS horror story would involve no action taking by the company to fix the problem, not long phone times, at least in my mind nowadays you have to expect this. The whole repeating the problem and getting transferred is just how all CS works, they have to keep phone times down to keep their jobs and somehow in this technological age there’s no way to relay the info to other workers, it’s insane and frustrating but I’ll take it rather than just be shit out of luck dealing with samsung or dell customer service, not like I’d ever buy a dell, but still.
sony vio is having a very poor battery back up,it will become battery low within 20 Min,we can work only when it is plugged. next problem is about the mouse pad, the movement of mouse will be stopped if use it for some time. The service they are giving is very less when compared to other lap tops like dell and hp.actually this feedback is to customers who looks the review of sony vio because i was already trapped by buying sony vio make sure, that it don’t happen to you people