Returning New SR290NTB to Sonystyle. Need to Pay For Shipping?

Guys, what are the odds of getting a brand new but not functioning Sony notebook if ordering from Sonystyle.com directly?

I ordered a SR290NTC from Sonystyle.com last week and it arrived yesterday. When I turned the power on, nothing showed up on the screen. It is completely black, even without the Vaio logo.

The green power light was on; the fan was on; the CD-Rom could pop out. The only thing that should be on but was not on was the indicator for hard drive. Called technical support but problem still there.

I am gonna have to send this back to Sony and ask for a replacement. Does anyone have some experience with returning notebook to Sony? Is it a easy process or is it a pain? Particularly, do I need to pay anything extra, such as the shipping and handling?

 

I returned my FZ because the screen is wobbling. Unfortunately, you had to pay for shipping but I got my credit in full 2 days after they received it. Just call them first and got an RMA number. Put the number on the shipping box and get the tracking number from the shipping company just in case something is wrong.

If there is something that I have to have complement Sony, it is their generous return policy. Few other stores accept return for 30 days with no restocking fee.

 

So Sony will reimmburse me for the shipping charges after receiving the returned notebook?

It just seems so unfair if I get a defective product from Sony in the first place but then I have to pay for shipping to get this defective product replaced.

 

I am sorry but they won't. You could try to convince them but it is not in their official policy to reimburse shipping. Their official policy is to give you full refund without restocking fee within 30 days after purchasing the laptop. They don't reimburse you for the shipping. Having said that, SonyStyle still has one of the best service when it comes to return policy. I don't know any other online vendor that has same policy.

http://www.sonystyle.com/webapp/wcs...erms_cond&hideHeaderFooter=true&storeId=10151

Return Policy:

Sony's return policy allows for Products purchased directly from Sony and shipped to locations in the United States to be returned by you after obtaining a Sony return authorization number (RMA) during the 30 day period following date of shipment by Sony for a refund of purchase price actually paid. Games, game hardware, Gift Cards, and Engraved Products are non-returnable items. We will not issue a refund on any CD, DVD, or software that has been opened (taken out of its plastic wrap) or downloaded. If you have received damaged, defective or incorrectly shipped merchandise please notify Customer Service within 30 days. The RMA number may be obtained by going online at www.sonystyle.com/returns or by calling Sony's Customer Support at 1-888-900-9872, and must be noted on the outside of the returned Product's container. Products must be returned in the original packaging. Shipping and handling charges are not refundable. Damage and missing part restocking fees may apply. RMAs are valid for only 14 days from issuance. You are responsible for and must prepay all shipping charges and you shall assume all risk of loss or damage to Product while in transit to Sony. If you return Product to Sony (i) without a RMA from Sony or (ii) beyond the 14 day issuance period, or (iii) without proper packaging, Sony retains the right to either refuse delivery of such return or charge you a restocking fee. Please allow up to eight weeks for Sony to credit your account.

 

I received an SR290JTH a few weeks ago that was poorly packaged and arrived with damaged shipping and product boxes, and the notebook had been used. At first they told me I had to pay for shipping. After complaining, they set me up with a prepaid FedEx Ground shipping label. So they do have that ability.

 

Yeah I hear that alot about Sony. While they make good notebooks if you get a new one, they pull alot of crap on the owners so they get stuck with garbage.

Used notebooks from Sony Style is to be expected unfortunately in this poor economy.

They keep missing deadlines for shipment of new stuff as well to their resellers as they are not able to meet production demands anymore. They are not building new inventory while trying to pass used inventory as new and this includes returns and other used items.

Sony is doing very poorly as a company right now.

 

How do you know this?

 

http://online.wsj.com/article/SB123187546382078139.html?mod=googlenews_wsj

Sony is not in good financial shape right now. Also ETA's for a long time for models like VAIO SR290PDB keep getting pushed back.

There are more than one report about SonyStyle orders getting used or non working machines on the internet now.

A nerve of them to pass used or defective as new in the first pace.

Sony has average customer support in Consumer Reports. Apple is the best, Lenovo second and Dell third.

 

Sony actually has the worst customer service I have ever experienced, for anything.

 

Including Return? They didn't ask too many questions when I wanted to return my notebook. Try that with Alienware. They charge 15% restocking fee.

 

A followup on my original issue:

After complaining, Sony sent to me a prepaid fedex lable and I returned the defective notebook without having to pay for th shipping. But still, a LOT of hassle and calling. I hate getting something defective when I am hoping for something new and good. And, as everyone has said, Sony's customer service sucks.

Now, the bad thing is that the model I had purchased and returned, SR290NTB, is out of stock on sonystyle.com. So I cann't even buy another one. It appears Sony has a real problem with their manufacturing and product management.

I am a little hesitate about what I should do now. Wait for the same model to come back or look into other models? Or even sony or other brand...

 

To be honest you are lucky that they paid for your shipping. I don't think that lenovo would have done the same...They would have required that you send the laptop in to the depot for repair or pay a 15% restocking fee.