Finally a happy ending to my Sony Saga

The troubles I've had with Sony Tier 1 support are well documented in a few other threads.

However, my story finally has a happy ending. Since I've shared the bad, I felt it was only fair to share the good.

After getting nowhere with Tier 1 support and being refused any escalation details, I was resigned to initiating a charge back through my credit card company.

However, as a last ditch attempt I emailed the Marketing Director of Vaio Europe. To my suprise the day afterwards he had the head of customer relations call me. A department I had been told didn't exist.

He appologised for the problems I'd had and by way of reperation agreed to exchange my SZ1VP for the SZ2VP which it had been superseded by. Moreover, since the laptop had already been shipped back for its second repair he's allowed me to keep the battery and charger of the SZ1.

He also wanted to ensure I was happy, since the directorship had requested to be personally informed and assured I was once again a happy customer. I guess I could have pushed for more having been told that, but this was not about freebies, it was more a matter of principle. I've now got what I paid for and not suffered any loss. I'm very happy with that.

For anyone else having problems with tier 1. I hope this gives you some hope.

To say i'm relieved is an understatement. I had resigned myself to never buying another Sony product. Given I've been waiting for their X seried LCD's and the PS3 for some time, this was going to be a difficult decision.

 

now how would you go about finding the same contact info in the US

 

Unfortunately I only know the EU Directors email.