Sony US Customer Service (technical support)

My blu ray drive stopped working today. Won't eject and won't show up in Device Manager.

I called Sony Support and the rep was helpful, remote accessed my machine, but could not fix the problem. I'm now being sent a replacement ODD to swap out.

My experience was smooth and pain free. Just wanted to share this to show that not all Sony customer service interactions are awful. My last call in about errors on my OEM HDD went very smooth as well.

 

Can I ask whether they are sending you the part itself (so you are doing the swap?), or is a tech coming? Cause the complaints are usually tech-related with them doing a sub-par job; you will have read that techs are contracted-out third party companies.

Usually, with warranty claims where remote access is required, provided a device is dead the only option that Sony has is to assume that the product has indeed stopped working. Hence, the rather unusually smooth process.

If a tech does come along, there was a fellow here on the forums who asked to watch (and even help) take the lappie apart, WITH the tech. Guess that does help to reduce botch-up jobs during the disassembly, tinkering, and assembly process. And provided your tech is a knowledgable kinda guy (or woman for that matter), you might even learn a thing or two.

 

She asked if I felt comfortable swapping it. I said yes. 2 screws and a bezel = child's play.

Yeah, I've heard about the tech experiences. Scary. One guy in the F owners' thread posted that he was really ill the day the tech arrived and was not able to oversee. The tech didn't reapply thermal paste. The user couldn't power on for more than a few seconds before it would overheat and shutdown. Had to send another tech out. What a pain!!!