Plz help me..Sony sent my laptop to wrong adress

Hi guys

I bought sony sz 360p 2 months bcak with my whole savings:cry: It got some problem and I sent it for repair. There the story begins..

Iam not sure they repaired it or not but online status page show that they shipped back to me. I was very happy that they repaired it one day. After 2 days fedex shows that they delivered the box. But I did not get it. Then I came to know that sony sent it wrong adress which is my old adress. I called sony to update my adress one month back and they updated. They also sent the empty box to correct adress(current adress).

When I called sony about this they told that they have my current adress and they sent laptop to current adress. After lengthy discussions they forwarded it to service dept then to regional service center. Shockingly they have my old adress and sent it that adress. they did not update my adress.

Sony called fedex to get that box back. But fedex told that the person(leasing office) who received that box is not returning it. Then sony asked me to get that box from there.

when I asked at front desk, they told that they did not receive any box and they don not provide services to persons who do not live there.

Fedex is saying that only shipper can get that box back and sony is saying that they are not responsible once laptop goes out of their hands.

In empty box they provide one form to fill shipping adress. There also I mentioned correct adress.

Guyz plz help me. how can I get that box back. How Can I proceed legally.

I beleive that sony is responsible for this.

 

One thing I suggest is to repeatedly call Sony back, again and again...once they get sick and tired of you, or once you find a sympathetic rep, they might actually DO something. Even tho it might be hard, try to remain calm and patient. If one person doesn't help, ask for a manager. Use the iternet to locate a name of a 'higher up' and talk to that person's secretary.

Ask for the Fed Ex receipt showing that it was taken to the wrong address.
Get the proof (if you have a hard copy great...otherwise tape one of your phone calls where they admit that you gave them your correct address)
File a claim in small claims court. You could first try writing them a letter that you will file and contact the BBB to see if they will intercede. (They can't force Sony to do anything, but often a large company will work something out to avoid a black mark on their BBB rating.

Hope this helps a little!

CB

 

Thanks Belle for your prompt response. I called sony many times and lost my 600 whenever minutes in 3 days.Everytime one rep answers my call and takes atleast 30 min to understand the problem and then forwards to another dept. Againg another dept takes 30 mins and forward to another dept.

 

what is this BBB?

 

It stands for Better Business Bureau.

 

better business bureau.

their website is www.bbb.org

 

Gosh, Santosh, that's a terrible horror story. I do hope that you get your Sony back. If not, I hope you get a new Vaio of your choice.

 

I would write a letter explaining the situation and send it to the CEO. Of course he will probably not read it personally, but someone who has the authority to make your situation right will. Looks like they are clearly in the wrong here.

 

I just sent an email asking couple of answers to my questions.

I thought its better to have their answers in wrtten form

 

This is perfect advise. I would only add that when you do send it, send it certified mail, since that always scares the bejeezus out of people...it makes someone sign for the letter at the receiving end, so they can't say that they didn't get the letter and ignore you. Just something I learned from my high school business days.

 

This is Sony's issue. You need to work this out through them. You have done a good job explaining it to us, you need to start pushing up Sony's chain of command. Also do not send them just emails. You need to write letters. Letters have much greater effect. But keep calling. They should be the ones checking with FEDEX and determining who signed for this and where it was delivered. Not you. I ordered an Ipod once that was delivered to the wrong address and Apple chased it down. Put the burden on Sony. Hang tough.

 

Ok I will send them a formal letter through fax

 

Ouch, man Sony customer service kind of stinks because I called up for a 3 prong AC adapter along with the 3 prong power cord and they sent me only the AC adapter without the power cord... So then I called again and they sent me 2 prong power cord and 2 prong AC adapter.. I called one more time explaining the situation for an hour then they understood the problem and finally got my 3 prong power cord.. I suggest you explain the situation slowly because I personally think Sony need to train the people in customer service better or hire someone that are smarter. Just don't hang up on them and explain it until they understand the story then they probably would do something about it. Most of the time they might say oh it is your fault not their's because they don't know what to do.. So it is pointless. If they don't understand the situation tell them to transfer you to a manager or anybody that can actually do something with this situation. Good Luck!

 

You have my sympathy. That sounds like a terrible situation and very unfortunate error committed. Definitely keep records of your communications--and written is always better than verbal.

Also, see if you can get whatever you need to prove that you provided Sony with the correct address. That would be helpful if they continue to refuse to fix the problem. I always keep copies of things that I send in case something goes wrong (if it's important).

 

Yikes --- how awful!

Last year I was receiving my SZ340 back from repairs, had it delievered, and, on that same day, got a call from some guy in Colorado who had also received an SZ back from repair ---- Sony had included MY repair instructions to technicians in HIS return shipment, along with the extra packaging I had used to secure my computer. Weird.

I agree that writing letters is definitely a good idea, and attach as much proof as you can get your hands on. In the meantime, keep calling.

Hope it works out.

 

I had a similar situation with Compaq a few years back. I was getting nowhere with them, but once I wrote a letter informing them that I was filing suit within 10 days of receipt of the letter, they started jumping and got my laptop back for me.

Harassing customer service did not get me very far as they eventually begin to ignore you.

 

This is just terrible. I really hope you get your computer back. Do keep us updated.

 

Yesterday I got call from rep. he asked me some details and said that they are investigating matter
Also I filed compalint with BBB. I think it does not affect much.

 

Keep pressing Sony. I am not sure you should be filing with the BBB yet. Sony claims they are investigating. What are you hoping for from the BBB. They will not tell Sony to send you a new computer. You have to keep working with Sony and then once all fails lodge a complaint. That complaint will be just that. But give Sony a chance to come through. It sounds like you are finally talking to some proactive people. Good luck.

 

Also for the best support call the tier two people directly. They are in San Diego I believe and will help out much more. - 888.476.6938

 

This is not really a laptop specific problem. I suggest posting this problem in FW:
http://www.fatwallet.com/c/52/
People there may have new advice.

EDIT: Did you buy the laptop with a CC ? If so, dispute the charge with the CC company, explaining the situation to them. Exlpian Sony has messed up, and has not honored the terms of the purchase (warranty - they are supposed to return the product back to you).
Dont let Sony feed you crap about "they are not responisble once product is shipped". They are fully responsible to get the product to you. Iin this case, they shipped to the wrong address, and its 100% their fault. You could not have avoided it.

 

OP, any update ????

 

no luck guys. I keep on calling sony. They are saying that they will resolve the matter. I dont know how many years they are going to take?

 

No. I bought with debit card

 

Thanks nixon. This number really helped me.

If anybody have other numbers, please give to me. I will try those also

 

Sorry to hear about your lost laptop. I've had horrible experiences with Sony support. In fact I have that teir 2 number stored in my cell phone now =]. I would make it a point to call them everyday and pressure them to get your laptop back to you. I think you can also ask the rep you're speaking with to make a note of it under your account, so that way when other reps pull up your info when you call, they can read what's been going on and you won't have to start @ square 1 again.

 

If anybody have manager or supervisor number plz pass it to me.

 

Today I got call from sony. They said that they can repalce my laptop with refurbished 370p/c laptop that too 10 months used laptop. I said no.
I purchased my laptop on Dec 20, 2007 and sent it to repair on feb 8. I used it only for one month. Why would I take refurbished product?
Today I talked with my lawer. Mostly I will sue the sony.

 

Wow. It's a shame you are having to go through this nightmare. I commend you on standing your ground. For them to offer you a 10month old refirb is ridiculous. I would not have accepted that offer either. I wish you the best of luck and hope Sony gets the message that they can't treat people like this and get away with it.

 

When I was having issues with my SZ340, Sony first tried to talk me into a SZ2XX series laptop ---- a downgrade! After I said no, they offered to upgrade me to a SZ370.

What a pain!

 

Thanks for the update.
Did the laptop they offer u have the same specs or better than the your original laptop ?

 

Call Sony Corporate in New Jersey, I had a problem with my VGN-UX280P and was getting the run-a-round from Sony so I managed to work my way into their phone system and reach the Operator at the Corporate Offices and clearly told her that I wasn't going to hang up or go away until I spoke with somebody that had authority there. She hung up on me once I called back again waited on hold for 10 minutes spoke to a nice lady there explained everything to her...long story short...Sony bought back my VGN-UX280P and all the accessories I bought for it and sent me an SZ470 to replace it. Needless to say I am happy with the outcome. By the way...Sony wanted to know how I was able to reach the Operator at their Corporate Offices, I never did tell them.

 

The same terrible support from Sony here in Europe I send my SZ1XP/C with problem with the CD/DVD drive. Its take 3 months to understand and resolve the problem and after all sent my notebook to Austria not to Bulgaria from where was send for service
Im not sure but Sony has the most terrible support in the world. Great products with terrible support