Problem with SONY

Recently, the screen on our 2 year old SONY laptop developed wide white lines which made it unuseable. Although the warranty had expired, we thought it was reasonable to ask SONY if it would help with the repairs, particularly when we learned that other SONY laptop owners had experienced similar problems. After an exasperating and unproductive exchange of emails with SONY service, I finally wrote to SONY's CEO. The employee who responded said that SONY would pay a portion of the $365 cost we incurred to replace the screen at a local PC repair shop. So far, so good.........However, it is now more than a month later. We have never received the payment. Our repeated followup inquiries by phone, fax & email have gone unanswered!......Moral: Do not pay a premium price for a SONY if you expect helpful after-the-sale support. Even more regrettably, don't count on SONY to live up to its word.

 

Actual moral: buy extended warranty if you want warranty issues promptly dealt with.

(Although with Sony - as with Apple, although they have cheerier people to talk to - it can occasionally be a struggle to actually have the problem fully dealt with)

 

Just sue them

 

What email address did you use for the SONY CEO?

Thanks....

 

To Derrida, Wrote to Sir Howard Stringer at SONY USA's NY address available via Google.

 

Try mailing them from different e-mail addresses and always include a history of your previous mails in the one you're sending.
Maybe they just blocked your address or someone else is handling your case but doesn't know the whole story.
I don't think that's the case here but it might help, who knows.

To be honest, I've yet to find a company that provides excellent customer service.
In your case I would have to take sides with Sony though.
Even though the white lines might be a common problem, you're still out of warranty.
If Sony agrees to pay you $365 towards a repair at a local (probably not Sony verified) PC shop than that is in my opinion much more courtesy than what you deserve.
The problem in your case is, that a Sony rep. can't just agree to give you money or replace your screen right away because there are no fixed rules or guidelines towards such courtesy when you're out of warranty.
This has to go through many instances until it reaches a guy at the top (in your case the CEO) who can make a decision towards a reimbursement, repair, etc...

Always buy extended warranty or you'll be sorry if something happens (even if it is a common issue) like in your case.