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.email@example.com
Gary Bacci, Sony Operations, 858-942-3275, Gary.Bacci@am.sony.com
Linda Barger, Sony PR, Linda.firstname.lastname@example.org