Sony Customers Service

I ordered my Sony Vaio Z approximately three weeks ago, paid cash and payments was done several weeks ago by VISA.

Still haven't received the laptop...first it was sold out, nothing in stock, later they demanded me to confirm I was the owner of the VISA card by sending image of drivers- and VISA card.

Lot's of problem on the way, received confirmation through mail and by phone that my ordere was accepted and even promised GOODWILL checks for all the problem.

Today I received notice by phone that Sony has cancelled my order due to the fact that they think I the price of my order is too cheap even though I received the priceoffer from one of their sellers by phone who also droped the price with 200 USD when it was delayed.

My question to you guys...can Sony do this after all this time?

Price:2 421,98 USD
Accessories: Bag + extra warranty for additional two years free.
Sony Vaio Z: 2, 53 GHz, 250 GB

 

too cheap? $2421?

woah. is all i can say, i cant believe that the customer support from such a big company is so bad :O

you should try HP, although i think the customer service varies depending where you live... for me ive always been put to english call centers and theyve been usefull.

Still, thats really weird? try buying the laptop instore or re-ordering it?

 

I ordered the laptop through SonyStyle Europe.

I paid for the order approximately one month ago and they have had the laptop in stock before and even though they promise delivery they next working day I never received it now I know why.

I asked to talked to a manager and still nobody has called me back.
I have always loved Sony for making products with high quality but I have never met a company with such a bad Customer Service ever.

 

Wow, thats quite a tale.....

I would call their exec. offices or regional manager, or go to a SonyStyle store?

 

The only reason I purchased the laptop through Sony Style is because there is no Sony Style store where I live, and that laptop is for the moment only available through sony store.

 

Want to hear another tale about Sony Style Europe? Here it comes.

I ordered a VAIO SR 21M (model with ATI graphics) six weeks ago. Shipment
was fast, but the unit they sent me had two sticky keys and a noisy fan. I was still within
my 14-day return period, so I contacted them by e-mail to arrange for a replacement.

I waited for a week, but never got any reply to that mail.

So I phoned them, and asked to replace my SR 21M by an SR 29X (model with Intel
integrated graphics), which they sold at exactly the same price I had paid for the SR 21M.
They told me that I need to send back the first unit before they could send me another one,
and that I will get an e-mail with a return ref. number and a UPS sticker to have the
machine picked up by UPS. After yet another two weeks of waiting I still didn't get anything.

I called them again. Five times. Finally, after one more week had passed, one of the reps.
phoned me, stating that they cannot send me an SR29X because the SR line is going to
be discontinued and I should get a VAIO Z instead!

I wondered whether I might have misunderstood something. So I asked
whether it is really the ENTIRE SR-line which they wanted to bash. They confirmed!

After I refused to buy a Z, they tried to sell me every other VAIO they could think of, from
the FW to the CS. I finally had enough of their lies and all that crap and told them I want
an immediate refund. Well, at least that worked, and after six weeks I finally got my
money back. Uff!

I will never do business with SonyStyle again. I have dealt with the customer support of
Dell, IBM, and Apple before, and none of them was as bad as Sony's. That experience
made me actually think about alternatives. But since I am somehow hooked on the SR,
amazon is going to get my cash now!

 

They should have given you the Z at the same price you paid, if they were serious about keeping you as a customer.

Is SR line going to be discontinued in US, also?

 

No, I don't think this will be the case.

Sony always had different distribution policies in the US and European markets.

Moreover, there are still SR models with ATI graphics on sale at SonyStyle Europe.
The only model which is not offered any more in Europe is the SR 29X with the Intel
integrated graphics.

I believe their statement that the ENTIRE SR line is going to be discontinued was just
a lie to sell me a more expensive computer.

 

Guys what do you say about my case....still no word from Sony or nothing.

Do they have the right to cancel my order after almost 4 weeks even though it was approved and I have paid them?
The free accessories I received was GOODWILL because of the delay and all the problem and now they won't send it...what would you have done?

 

Where do you live in Europe? I know that the UK has much better consumer protection laws than the US, so I would look up some consumer protection/advocacy information to see where you can file a formal complaint. That usually gets things rolling. They'll keep jerking you around until you show them that you're willing to make noise.

 

try getting a mac, the apple support is great. Real english speaking people.

 

I live in Sweden...Called them back today to ask why no manager has returned my call cause I asked to speak to a manager.
They said a manager will call me back later on the week.

Wonder what the manager will say?
Honestly, this is Sony I have always loved their products but the way they have handled this entire situation is embarrasing.

The seller tells me the financial department on Sony don't want to send the laptop cause they think it's to cheap...2500 USD and I'm a student, you call that cheap?

 

2500USD?? that's expensive. You should just fly to the states, buy at the store for like 1500USD and have that 1000 extra for your vacation here.

Well, with your problem, I can't really help you since Europe would have different polices than the states. Here, if they give a certain deal + if you have the receipt, they have to give the product (if it's in stock), regardless. Or you can give them hell. Sorry for your troubles. Hope you can work it out.