Can't get my laptop or a straight answer from sony

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

Jo King

If goods you buty are not of merchantable quality then the retailer has to take responsibility. The people who should be hassled are not the manufacturer but the retailer. If i bought a troublesome appliance I would go to the shop regularly and complain and remind them of their responsibilities under the consumer legislation. Then i would go to the small claims court against the retailer.

The_Chopper

Jo King wrote:

If goods you buty are not of merchantable quality then the retailer has to take responsibility. The people who should be hassled are not the manufacturer but the retailer. If i bought a troublesome appliance I would go to the shop regularly and complain and remind them of their responsibilities under the consumer legislation. Then i would go to the small claims court against the retailer.

I bought the laptop from a sony store - the one in limerick I think. They said it is their stores policy to send it back to sony to be evaluated, even if you bring it back with a fault within an hour. That is their rules. Can I argue with that?

I am going to make a few more calls to Sony Monday at a last attempt to get resolution. If I am unsuccessful (which i feel i will be) what should be my next steps? How would I go about these recommended steps?

Thanks again guys (and girls)

Our man in Havana

If you buy from Dixons, Currys etc, they will never accept responsibility for problems and always tell you to contact the manufacturer regardless of the issue. They will simply ignore your rights as a consumer.

Contact a solicitor to take it further OP.

Jo King

The Sale of goods and supply of Services Act 1980 makes the retailer liable. I would keep going into the shop and asking to speak to a manager and pointing this out. I would repeat what happened within earshot of as many customers as possible. I had to do this in Power City on one occasion. They tried to fob me off by saying that the box had come straight from the manufacturer and I had taken it away unopened and therefore they could no be responsible. I told them that the only way they could say that the appliance was not damaged before I got it was if they opened the box and tested it in front of me before I took it away. they eventually gave in!
If the value of the item is below the limit for the Small Claims Court or even near enough I would lodge a claim immediately. If the amount is greater then a solicitor should be engaged to issue legal proceedings.

The_Chopper

Jo King wrote:

The Sale of goods and supply of Services Act 1980 makes the retailer liable. I would keep going into the shop and asking to speak to a manager and pointing this out. I would repeat what happened within earshot of as many customers as possible. I had to do this in Power City on one occasion. They tried to fob me off by saying that the box had come straight from the manufacturer and I had taken it away unopened and therefore they could no be responsible. I told them that the only way they could say that the appliance was not damaged before I got it was if they opened the box and tested it in front of me before I took it away. they eventually gave in!
If the value of the item is below the limit for the Small Claims Court or even near enough I would lodge a claim immediately. If the amount is greater then a solicitor should be engaged to issue legal proceedings.

It has been near 6 months since i bought the product so I doubt the shop care anymore. I do think I will ring them first thing monday however and advice them of the situation and the route I am going to proceed down.

I don't know much about the legal system so how do i go about bringing them to small claims court? Don't solicitors cost an arm and a leg? Can you get ones that work for free or on commission or something?

BENJAMIN61

gift

The_Chopper

BENJAMIN61 wrote:

gift

Gift????

Trojan911

The_Chopper wrote:

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.

Contact http://www.consumerassociation.ie/ and seek advice from them.

Click on the link within http://www.consumerassociation.ie/rights.html

Also, what I would do in this situation is bypass the manager at this stage and demand the contact details of the CEO for Sony Ireland or Board of Management and write/email that body with a polite but direct complaint. I did this with Eircom a couple of years back and was sorted straight away (more or less).

Also consider contacting your local radio station, every county has an Opinion Line where the public can air concerns.

Hope that helps..


TJ911...

The_Chopper

Trojan911 wrote:

Contact http://www.consumerassociation.ie/ and seek advice from them.

Click on the link within http://www.consumerassociation.ie/rights.html

Also, what I would do in this situation is bypass the manager at this stage and demand the contact details of the CEO for Sony Ireland or Board of Management and write/email that body with a polite but direct complaint. I did this with Eircom a couple of years back and was sorted straight away (more or less).

Also consider contacting your local radio station, every county has an Opinion Line where the public can air concerns.

Hope that helps..


TJ911...

Thanks I'll try all that and post back when I get a response

Sully

I had a similar issue with jewlery bought in a local retailer. But once I quoted the consumer areas they were in breach of and informed them if they make an excuse one more time ill bring a case against them - they quickly supplied me a replacement.

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.