Sony support

I'm thinking of getting a Sony laptop but I'm wondering what Sony tech support is like. Does anyone with personal experience have any comments?

 

In the US, its real good (in my opinion). 24/7 technical support (granted they're not very intelligent). But if they can't answer it, they'll send you off to a higher level staff. If you need repairs, fedex overnight shipping to San Diego. They do real nice job with repairs and throw in a goodie or two.

But, a big caveat: Sony is not doing so well. They're slashing jobs like everybody else. So things may be changing for better or worse.

 

Thanks for your input, that comment about their slashing jobs is appreciated - thanks.

 

The lower level staff is friendly, the higher level staff is trash. Unfortunately both have little knowledge when it comes to technical aspects, but they seem very willing with warranties and repairs.

 

That's useful infornation - thanks.

 

I had very friendly staff on German tech support after my battery filed after 2 weeks (bad luck case).

In fact - they were due to call me back the next day, I got restless, called them, then they called me - the people were sitting near each other in the Sony call centre that gave a little chuckle

So me:
Positive experience with Sony Customer support.

 

PC mag just recently did their Annual Notebook Customer Service review and Sony scored very well.

sony placed 3rd behind Apple And Lenovo.

 

How exactly are the scores calculated though?

 

http://www.pcmag.com/article2/0,2817,2326604,00.asp <-------- The whole Article located there.

We e-mailed invitations to PC Magazine readers to take our online survey, hosted by Equation Research. Respondents told us about the technology they personally use at home and at work, and any support or repair incidents they had within the 12 months prior. Respondents were entered into a drawing to win American Express Gift Checks or prizes provided by ThinkGeek. The survey was in the field in two parts from April 7 to May 14, 2008.

We score only those vendors represented by at least 50 responses about their products; fewer would not allow for statistically valid comparisons. We use a t-test measure on each score on each question against the average of all the scores and determine whether they are significantly different at a 95 percent confidence level.

The t-test considers a company's score for each measure, the total number of responses for the company on each measure, and the variability of the responses in calculating the confidence interval for each score—the range in which we are 95 percent certain that the score is representative. If the score is more than one confidence interval above or below the average, we state that the score is better than or worse than this average. For more than two confidence intervals above or below, we say that the score is significantly better or worse.

 

....why was Asus not in this? Hm weird.

 

That is the most important thing IMO. We all paid so much money for Vaios, it just seems right to me that during the warranty period, they should make sure that our laptops are able to operate as intended.

 

http://webobjects.cdw.com/webobjects/docs/PDFs/Sony-Tech-Support.pdf