Getting Ripped Off by Sony

I just wanted to share this Terrible customer service experience and find out if there are others who have had similar experiences with Sony.
Three years ago we purchased a Sony Vaio for our daughter. When it stopped working, we were told it was expensive to repair, so we figured that it was 3 years old and had perhaps served it’s time so we decided to purchase a new computer. In January of this year, we purchased a new Sony Vaio and were talked into an extended “cover all” warranty. This new computer suddenly shut down after 3 months. It was taken back to the Sony store who said that it was a virus and sent out for repairs. We received a call a few weeks later to say that it was liquid damage, the hard drive was corroded and it would be $1,068.64 to repair (more than the cost of the computer)! This computer has never had liquid spilled on it, but has enabled Sony to say that they would not honour the warranty on this new computer and that we would have to pay for repairs. When we have attempted to deal with Customer Service, they do not listen or provide any constructive solutions. We were always under the impression that Sony stood for quality and service, but this experience has shown that to be false.

 

everybody has had bad experiences with ALL manufacturers , its luck of the draw if you get good service, ask for proof of this and/or demand your laptop back and talk with a teir 2/higher up CS agent possibly the manager and argue your point till you turn blue, it sucks having to do this but companies today only care about money and nothing else

 

And if it were a virus and they didn't want to cover it, would you still be complaining? I'll bet you would... and that wouldn't be Sony's fault at all.
My bet is someone did spill some liquid in that laptop and is refusing to own up to it. I see that kind of thing all the time, husband spills some coffee and won't own up to it, kid spills some beer... etc.
A computer suddenly shutting down and not turning on doesn't sound like a virus, and definitely could be liquid damage.

 

Basically you have to get past their first tier customer service (who are idiots). So do whatever you can to scare/threaten the customer service person into bumping up your request to the next level. Lawyer threats work well.

I also agree with the post above. Chances are that some did in face spill something...

 

I agree -- chances are that the computer somehow got wet. It doesn't have to be through spilling; carrying it in the same bag as wet gym clothes could do it. Or placing it next to the humidifier. Pretty much any way that paper can get water damage will also give a computer water damage.

Many components now have a non-removable sticker on them that changes colour when exposed to high humidity levels. Precisely to document this when the customers claim it isn't so. But if the drive is visibly corroded, that isn't really needed -- the evidence is there.

 

So who sold you the "cover-all"? Sony, or some 3rd party shop?

Who told you that liquid spill was covered? I guess when they tell you that the HD has corrosion, they don't make it up.

 

I agree with this. I sent in my FW for major light leakage between the bezel and the screen. It wasn't a big deal but since it was still under warranty and it was a defect, I wanted it replaced.

At first, the technician said he found nothing wrong and the screen didn't need repairs. I knew something was wrong with the screen so I asked to talk with the manager and he agreed to change the screen.

So the point is, don't waste your time with the "first tier" employees. Ask to talk with someone at a higher level.

 

I'm going with the rest of the guys here. A virus wouldnt prevent your machine from at least booting up. You might never make it into the OS but you'd see boot.

However, in trying to make the best of the situation, I would give an email out to [email protected] and explain your situation. They'll try and help, but if its really water damage then you're screwed.

 

I don't think it's completely out of the realm of possibility that a repair department would fake damage to get out of replacing expensive parts on a system. The second you send your electronics off to the hands of strangers, where the only witnesses are people who work for the company facing financial liablity, it becomes your word against thiers. Where's the incentive to do the right thing when the customer has absolutely no way of proving they didn't damage the system? You can't even take them to court if you can't provide conclusive proof. I'm not saying it happens often, but I fully believe it does happen.

With this system in particular, it could be any number of things preventing it from booting up. The poster wasn't really specific in his description of events pertaining to the computer's behavior when it "suddenly shut down".

 

Most cellphones have at least a couple moisture indicators on the inside. If they indicate moisture, you're SOL on warranty service. Not sure if Sony puts these into VAIO models, but it wouldn't surprise me.

 

I know apple does, I wouldn't be surprised if sony did as well.

 

There isn't any reason for a low level tech to reject warranty based on "non existant damage"...its not like they are paying for the mother board.

 

Thank you for the responses especially the link for [email protected]. Good customer service is crucial for survival in this market and Sony does not respond to, nor give, a good customer service experience. In fact, we were told by the Sony store in Montreal where the computer was purchased that sales were down and they may have to close some service centers as they weren't doing well .... so makes you kind of wonder if a sudden expensive repair that Sony will not cover under their extended warranty is real or a way of making money.

 

Agreed, and the low-level techs, from what I understand, don't make the final decisions.

 

No problem, I've had good experiences with Sony Listens, let us know how it goes.

 

Well, out of a completely negative experience often comes something positive. After having our integrity questioned by Sony we decided that we couldn't deal with a company with such a poor level of customer service. As it turns out we can have the computer repaired independently for $300 (parts & labour) instead of the $1068.65 quoted by Sony. We have also decided after speaking to Apple customer service about our experience that we are going to do what everyone has been telling us to do ... move to Mac. Innovative, dynamic & customer service driven!

 

Are you joking or are you actually serious?

 

I only had a good experience with Sony.
Also with customer service.

 

Lol, the company that manufactures Sony also manufactures Apple.

 

Sorry, but like others have pointed out don't hope for better from Apple. Someone probably did spill liquid on your daughter's laptop and won't fess up to it. If you believe Apple would have repaired liquid damage for free think again. I just graduated from college and know plenty of people that have had Macs, and know that plenty of them had hefty repair bills as well, some from liquid damage. No points for guessing what liquid was involved half the time.

 

Some of the things people have been reporting with Sony especially in the UK lately has not been great. They have been using any small reason it seems to deny warranty claims.
I don't know what happened in this case.
If you really have damaged your laptop your laptop by water damage then any company will bill you for it.
I have to say though and I have owned about 5 Macs that Apple do have very good customer service. They rate highly when it comes to customer service as well and are ahead of Sony in this department.

 

Haha, no idea why you would expect any other manufacturer to cover your laptop with water damage on it, if you don't have ADHD. That's the way it goes, this clearly isn't a case where they are for some reason voiding warranty. They wouldn't send in your laptop for a virus and it wouldn't "suddenly shut down" either without being able to turn back on. Someone in your household damaged your computer. I'm sorry to say, you may not want to admit but instead of blaming the manufacturer, how about finding the real cause of the problem?

 

I'm curious...did the private repair company agree that there was water damage or did they say the computer shut down for another reason.

 

I was told by Sony that extended warranty covers all accidents. He said that if I drop it and it breaks, they will cover it. Obviously, they are lying. I am glad I didn't buy the warranty. I have never trusted paid warranty from any company anyway. They are all bait and switch!

 

That would only apply when the extended warranty contain accidental damage.

Basically - read the small print - and if you believe you are right, with reason - then you can always threaten legal action - small claims court or how it was called.

 

The OP said extended warranty covers all. So, I assume that it covers accident too. But I agree with you about reading the fine print. One should not sign in for anything without reading the fine print FIRST.

 

There's ADHD extended warranty and normal extended warranty. ADHD would cover damage from the user, whereas the normal would not. Seeing as how they would not cover his water damage, he definitely does not have ADHD.

 

I heard somewhere that the Accidental Damage warranty only covers one instance of damage/repair, any 2nd or more accidentals are not covered. Can anyone confirm?

 

Depends on the company, but that is usually the case.