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VPCZ128GG : Z Series (VPCZ) : VAIO™ Notebook : Sony Asia Pacific
This thread is a pending case I have currently with Sony with regards to this product. This is to make people aware of the kind of service I got from Sony after-sales and the quality of support I experienced through their extended warranty program. I am sure some of you have had a similar experience as I have read through the forums.
I have taken action and took this matter to Australia's Fair Trading Commission and CTTT pending Sony's action.
I will keep this thread updated as we progress through this case.
Brief History:
I bought this laptop 3 Years ago 25th May 2010. In under 4 Months of use, I have had the LCD Screen replaced at the Sony Service Center due to some area at the bottom of the screen showing signs of discoloration every time I open the lid. This was claimed under the 1-year manufacturers warranty and got replaced. I have had intermittent power issues after that where the laptop would not power up no matter what I do. I have had several visits to Sony's Service Center to have this checked out and every time I brought it in, for some dumb reasons of luck, I couldn't replicate what I experienced back home where I cannot power it up. I decided to leave the laptop with the Technician for observing and the service center could not find anything wrong. I have lived with this for a while and found a temporary solution. I had to take the battery off and leave it for a while and put it back on to get the laptop turn itself back on again.
30-JANUARY-2012 - IUG-VDM1*42**** - Service call for LCE Services logged where they could not determine what is causing the power issues I am experiencing with the laptop. This took a lot of going back and forth with LCE Services and Sony Support.
02-APRIL-2012: - IUG-WPF**043 - Service call logged to Sony Support.
12th April 2012: - Service call to again where they finally decided to replace the Motherboard. The vaio-z series is well known to be made only in Japan and had to wait almost a month to get the replacement part in the country. Laptop was repaired assuming everything was fixed.
02 April 2013:
Knowing that the extended warranty is about to expire, I have decided to do a clean install of my Vaio-Z in early March 2013. I discovered I wasn't able to use my recovery disks anymore. I could not determine why and so I jumped to google and viola! The service done previously to get the replacement motherboard did not have my serial, service tag, etc, etc,. I spent a lot of time Googling forums similar to my issue and found out that such modifications can only be done by Sony.
04-APRIL-2013 - Initial Lodgement with Sony asking for support. RE_ Sony Support Refernce C-000***********.
30-04-2013: Lodged a complaint to The NSW Fair Trading Case File Number: **2**32
I have gone through 3 Customer Support Personnel since the time of initial lodgement asking the same questions and requesting that laptop to be sent to the nearest Sony Service Center and would take at least 14 days for it to be returned as well as to further investigate the matter, in spite of the evidences I have already provided. I replied that I cannot go through the same painful exercise again and that I could not afford to be without a laptop as I use it for work.
21-05-2013: Contacted by a Sony Customer Representative offering to get the Laptop picked up by a courier at Sony's expense along with the paper works. I was also given the option to simply have the Laptop replaced with a matching current model of somewhat identical specification. I never received any of the paper works previously discussed nor any update or call back from Sony.
04 June 2013: Lodged an official complaint to The CONSUMER, TRADER & TENANCY TRIBUNAL - File No: GEN 13/3**** scheduled for hearing on Thursday 4th July 2013 at 9:15 AM.
Hearing date arrived. Sony a no show despite the CTTT order and summons.
13-07-2013: I am Still waiting...
Sony ANZ CRG ([email protected])
To:
Dear Xxxxxx,
Thank you for that information, I review the information provided and get back in touch in the forthcoming days,
Kind regards,
XX Xxxxxxx | Customer Relations Group
Sony Australia and New Zealand
1300 137669
0800 766969
Sony Home & Consumer Electronics : Sony Australia
Sony Home & Consumer Electronics : Sony New Zealand
Privacy Statement:
Sony believes privacy is an important right. Sony is pursuing world best practice policies and procedures in how it deals with your personal information. We only collect personal information for specific purposes such as processing registrations, responding to enquiries, keeping customers informed of upcoming events and products, and assisting us in improving our service to you. We require our service providers to observe strict guidelines and we do not disclose your personal information to other companies without your consent. Whether or not you disclose personal information is your choice, but if this information is not provided Sony may be unable to process your registration or enquiry. You have the right to access and to alter any personal information about you which Sony holds. Please direct any enquiries you may have in relation to this matter to the Personal Information Officer.
ref:_00D90XxjZ._500909pgHE:ref
My case against Sony
Discussion in 'VAIO / Sony' started by enigma35, Jul 6, 2013.
