How bad is Sony Support

Ive had alot of sony products before, they for the most part work and have less of a chance of coming defective if from japan. if from China or mexico its another story.

Ive never owned a sont notebook before, so i need to know truthfully, How bad is sony support and how good is the warrenty. also how good is the accidental warrenty.

 

I'd say not so good. I rarely see people praising their support.
Regarding the warranty, it's mixed results. Some don't have problems, some got their laptop back with scratches, etc that wasn't there before.
But I'm curious about their "on-site" warranty or something, where you don't have to send your laptop to sony. I wonder if anyone every experience this.

For the accidental warranty, I'm also curious if it's covers for all accident such as "I spilled coffee on my laptop"

 

never owned a vaio laptop before, but i have own a vaio desktop. Their service is ok. not as bad as other people were saying. My hdd broke less than 1 year, so i called up sony and complain about the problem. after getting transfer to another person, they decided that my hdd is corrupt and they sent a person over to my house to install a new hdd and give me dvd recovery disk for free.

 

As far as eSupport and support over the telephone,
they are terrible.
I think they don't know beyond what the manual/catalog says.
They always just tell me to call other department for that information or give me point to a reference.
sometimes it is helpful but usually for me it was not. urgh..
It was almost always better to post a message in a forum like this.

 

Actually i think sony is one of the best out there,im on my 7th notebook and second desktop and have never had an issue with tech support,and as far as warranty,only had to send 1 laptop in for service and it was returned fixed.

 

I'm not surprised you haven't had warranty trouble...seeing as you apparently didn't keep any of your SEVEN Sony laptops for long... -How old could they each have been!?

 

Good point Mark^2, even if every notebook is only 2 years old that would be 14 years...that's like 1992. Was Sony even making notebooks then? Wait, were there even notebooks then?

Maybe he has just a big family and bought everyone a notebook? that would be nice!!!

 

Sony Support is an oxymoron and they should be sued under the trades descriptions act, they are by far the worst company ive had to deal with regards warranty which the they squirm wiggle and whinge to get out of and for technical assistance, these guys know nothing, they know less than nothing if they knew that they knew nothing that would be something, they cannot see past press F8 boot in safe mode does it work now, NO (panic), this is on issues ive ended up getting sorted via the web. Ive bought loads of Sony product prior to my notebook (TV, DVD, Camera, MP3 player PSP) and with the exception of terrible screens on the PSP (4 returns) ive been more than happy with sony, however due to the epic mess around ive had with the notebook i will never purchase another Sony product again, there customer service is that BAD, im sure they work on the principle of we'll spend all our money on advertising and NONE on customer support, dont mind losing customers as the fancy advertising will just bring in new ones

 

they still owe me for a rebate(webrebates), it's been 3 months...

 

lol I have used them a couple of times, overall seem OK not excellent.

 

depends on where u live
in SG the support was great so far for me. Replaced the hdd once and it was no hassle

 

I've dealt with support from DELL, Toshiba, IBM .. but wow!! SONY WAS ABSOLUTELY THE WORST!!!

They don't know a laptop from a desktop!!!

This is how it works at Sony:

Tier 1 support can't help you : - Cause theyre just STUPID
Tier 2 support can't help you : - Cause theyre 2 X STUPID

 

I called them last week, trying to get a simple driver off the CD back into my startup and the stupid lady told me to hold F10, and what do you know it freakin reformatted my drive!!!! I was so pissed!!! I kept asking her, lady...its saying it will restore, are you sure about this? And she kept saying, yes, it will give you the option to restore a single file after this step is done. Which sounded completely odd because I have never heard of such a thing before. Then after, she freakin hung up on me! So by this time. since my HD was already half erased I figured its not worth wasting anymore time calling back.

I WAS STEAMED!!!

They are super friendly. Probably some of the friendliest people you will ever talk to on the phone, but dont know jack squat!

 

Wouldn't know, both Sony laptops have never skipped a beat!
Old laptop - PCG-FXA63 5? years old
Newer laptop - VGN-A190 18 months old.
Both work as if new.

 

I have had no problem with sony support, infact they like me or something...the guy I got it from the Sony Store gave me a new one (free of charge) after my 9 day old SZ was acting up. He said he could repace it or repair it - I asked for a replacement as I needed to use the notebook .

 

Sony Japan is great. They fixed my U70 quickly - no issues.

Sony US is a mixed bag - when I was having issues with my Vaio Pocket, I got the runaround between their portable division and the Vaio division because the Vaio division didn't know they are ones who should be supporting it, and the portable division didn't know jack about it. That finally got sorted but it left a bad taste in my mouth.

That said, their replacement plan works well. My Vaio Pocket was acting up, I called the number, sent it back, and got a check for what I paid. Simple as that.

 

terrible!!!

 

How about posting what happened...

 

So I once again had to call them last night, asking for a service manual to my notebook and was passed around to at least 10 or 11 reps before some one was wlling to help me. Don't these clowns ever pick up their phones? Geez.

They said they would have someone call me back today at noon to set up a time for a tech to come here. Why do I need a tech just to remove one part?

And what do you know, they never called.

 

i've had no problems with sony support yet. in fact, they helped
me solve a big problem with my system, caused by a faulty bios,
without me having to send in the laptop.

 

Don't even get me started on what they do. The only answer I had from them with the two service calls I made was to reset bios and reformat computer.

 

Im thinking of getting a sony laptop but now im not so sure!

What about Sony UK, has anyone dealt with them before? Have they been idiots aswell?

 

i believe i've dealt with them and they helped me solve a big problem;
do a search for my post and check out the 'system process using 100%
cpu'-ish thread for info on that problem.

i am in europe and i think sony uk are the ones which help us.

and please note that if you ask enough people, you will get complaints
and horror stories about every support staff there is.

furthermore, this thread asks 'how bad is...', instead of 'what are your
experiences with..', so you mainly see people voicing their complaints
in this thread.

 

Ive dealt with Sony Uk and they seem to follow a badly scripted fault finding novel, i use the word novel due to the fact that it comes across as a epic tradgey story, if you even have just a basic idea of what your doing you can tell the clown on the other end of the phone doesnt, and its just a matter of time before he/she gives the game away with an audible perplexed sigh, at this point even if youve been polite it must must written in there manual to pick a fight with the customer (happened twice which they instigated) and then just hang up .........goooooooo team Sony, if i could wind back time i wouldnt touch sony with a barge pole as it is i can only satisfy myself with the fact that they will never get any more of my money

ps i think your title is the correct one there are enough sony reps in these forums doing there best to make out Sony are as good as there adverts

 

Like I said, they are super friendly people over the phone. Not like some other companies who try to get you off the phone quick. But these Sony guys have no idea what the heck they are doing. I mean, it's just complete nonsense. Everytime I call in, nobody ever picks up. At least 200-300 rings non stop. Why doesn't Sony have a voice and music during the wait? I find constant ringing is odd.

Iwould only call them if you absolutely have to. Otherwise avoid it. Like I said earlier, that one lady reformatted my freakin hard drive. Obviously she did NOT know what she was doing.

 

i've not phoned them, but their e-support seems fine to me.

just now they've helped me close my second case - they're
sending me a new spacebar key to fix the spacebar problem.

so that's two problems solved promptly and without hassle.

 

Simple, these guys do nothing. They must all drink or sit around in a circle and watch DVDs or something. And everytime I have called, reps pick up like they had just woken up.

 

hm. very well, i'm giving up on this 'vent' thread.

 

I like this thread, considering the amount of different faults sony laptops seem to develope there are a lot more threads on this site giving sony chuck ups , by people giving there negative experiances it allows people a chance to way up the pros and cons of owning a broken Sony ornament, what people do with the information is entirely of there choosing and im pretty sure someone thinking of spending $2000+ on a laptop is going to check out the postive threads on this site as well