Getting my sony Vaio back from sony repair center

The_Chopper

Hi all I really hope someone can help me with the problem I am having.

The short is this:
I sent my sony vaio back to sony repairs almost 6 weeks ago. They advertise that laptop turn arounds are within 3-5 working days. I've called them numerous times looking for updates. Each time I call I get 3 constants:
1. Sorry sir there is no record of your calls to us been logged
2. We are waiting for a sony technician to inspect your laptop
3. We will call you back.

They never call me back and then the next time I call I get the same 3 lines. I've asked them numerous times to talk to a manager/supervisor and they refuse, saying "I'll look into it for you". I've started taking the names of the people from the repair centre and when I call complaining that 'person A' hasn't logged my call I just get a person on the other line saying "sorry sir i can't comment on that". I've been going around in circles now for 3 weeks as I gave them grace of 3 weeks before I started constantly calling them.

Can anyone tell me what I should do next. Can anyone suggest any free legal advice or something. Even a alternative phone number to the one they give 01-4073040 or a complaints bureau or something.

For the record the laptop I bought was in a sony store. There was a fault with it from day 1 and the shop said it had to be returned and they couldn't swap it out. So a few months and a couple of dozen faults in i finally sent it back. I couldn't send it back straight away as I needed it urgently for work.

Thanks in advance for all your replies

Hal1

If they are saying that they lost it, then they must replace it since its under warranty. You have your proof of purchase and some sort of docket to say its being repaired? If they try fobbing you off like that get onto a solicitor / ombudsman.

BostonB

Keep a record of all calls times, and always get the persons name you are talking to. When you get off the phone always email them back with confirmation of the call and what was said/agreed. Basically create a paper trail. When you email them always show the previous emails and contact you've had with them.

I never had a problem, but I would have always been able to say who I was talking to before.

Kintarō Hattori

Can you not take them to the Small Claims Court? It only costs €25.

MDTyKe

How strange.

I had a few woes with VAIO warranty when I was sending mine back (a few months ago).

I spoke to several people, and I was assured it would be covered under warranty, and not payable (Keys faded, mouse button paint faded).

Now, they replaced my entire top (which I didnt need), and the battery - more than I had asked for - however! I got a call to say it would be chargeable.

I informed them it wouldn't be, and they said they'd investigate and get back to me (which they didn't).


However, in the mean time I had posted a message on Sony's Club Vaio support forums, and within a few hours I had an official response saying that they had sorted it out. It arrived the next day.

Try that.



Matt

The_Chopper

I decided to give sony one more try to do the right thing and went and posted in their forum http://club.vaio.sony.co.uk/clubvaio/GB/en/forum/viewthread?thread=44239
I also sent the same post to support@vaio-link.ie

I would really love another address for this crowd, but can't seem to find one anywhere. After this it's all going to be legal.

Mick Curran

Have quite a bit of experience with Sony laptops. will never again purchase one. why? poor product, overheating. extremely poor customer service at Sony Center, Patrick's Street, Cork. score out of ten? about a half. Sony should go back to basics and learn how to manufacture a safe product!

Alanstrainor

This thread is 2 and a half years old!
Closed