Sony UK Warranty letdown. Teleplan.

Hi All,

Has any one had any experience with Sony Vaio UK technical repair centre - Teleplan?
They have just diagnosed my Z series with a faulty power button and then denied warranty cover on my 4 week old laptop - citing "physical damage" (which is not true and of which there is no sign or evidence).

They now have invoiced me for £225 to replace just the power button. It is beyond a joke. They are wrong on 2 counts - i.e. the denial of warranty cover and the crazy quote for a basic repair.

ANy ideas much appreciated?

 

This is interesting - I have had exactly the same experience today with Teleplan Colchester, UK.

I had a faulty DVD drive and it now turns out that there is "physical damage" i.e. one of the screen hinge are now broken! They have sent me photo and plan to charge me £236!

I wonder whether this is standard and would be pleased to hear about other peoples experience with Teleplan. I am considering whether to take legal action.

 

European Sale of Goods Act 1979. In short, any products bought under European Law (UK inclusive) should be free from defects and fit for purpose for up to six years after you've bought said product (unless wear and tear or physical damage has taken place), regardless of warranty. These are your legal rights.

However, you are still within your warranty, which in itself does make things easier.

If they cite "physical damage", they will need to prove so. If there is no evidence, they have no legal ground to deny you a replacement/refund, as their claim is baseless.

I would recommend - AT THE FIRST INSTANCE - getting in touch with Consumer Direct: http://www.consumerdirect.gov.uk

They are a UK government based advice bureau for consumers in this country. Read what they have online - it's really well implemented and simple to understand - and you can also contact them via phone or email - they reply very quickly (within 24hrs when I contacted them via email) and they will offer advice on exactly what to do (writing legal letters, etc.), and when to do it. They're very helpful and friendly, but help them to help you. In other words give as much concise info as you can.

Best of luck.

 

I found this after a google search others may also find it useful. The unlucky guy was advised to go back to the company who provided the laptop and ask them to replace the computer within 7 days.

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Sent to UK Law Experts February 13 2009 at 4:31 AM

I bought a Toshiba laptop from Comet (11/12/2008). 29/01/2009 i was using the laptop for approx 1hr, when all of a sudden the laptop screen went blank. Straight away i phoned Comet's customer care line, they advised me to call Toshiba. When i called Toshiba, their technical advisor went through a series of problem solving tasks to no avail. They then said that they would send a currier to take the laptop away for the screen to be repaired. The laptop was taken away to Teleplan Colchester. After a week of no contact from Toshiba, i deceided to contact toshiba, for a progress update. They told me that Teleplan have said, that the screen has been damaged, and the reason for the estimate that they have sent me, was caused by physical damage (no way what so ever have i subjected the laptop to any form of missuse). They are requesting £368.77 for the repair, bearing in mind the laptop only cost £360 or if i want it back unrepaired it will cost £34.50. WHERE DO I STAND ?

 

As mentioned, contact Consumer Direct. It's free. They'll tell you what to do, and what to put in any legal letters, etc.

http://www.consumerdirect.gov.uk/

 

my god do sony realise the ACTUAL damage that is being done here? what a disastrous "customer care" scenario - cowboys is too polite a term for these evil scumbag vultures and i trust they are sued successfully for many hundreds of thousands.

sony uk need to get their heads out of their arses, revise their disgusting prices and start providing customers with proper support IMMEDIATELY