Vaio Customer Service/Support

I am almost fully decided on ordering a Vaio FW. I was on Dell for many years, but have had enough.

One thing I want to make sure about is Sony's customer service/support. I have seen little info about it, but what I've seen as a majority is positive. I understand that tech support almost always depends on the luck of the draw with who you get on the other end.

Can I get any first-hand accounts as to what you guys have experienced with Sony service/support? Also, is a warranty extension worth the $ for those who have used it?

 

One thing I appreciate is that you can open a personal case with the Sony support team here :

https://e-support.vaio-link.com/eSupport/PortalJSP/Entry.jsp

They are very active, although they are not always able to solve your issues. They even called me on the phone, even though I had not asked for it.

You must have registered your product first.

 

Sony customer support & service is one of the worst. They will treat you as if you know nothing and you are wrong.

 

I've personally had good experience with Sony CS. Had a problem with my screen, diagnosed in about 10 minutes to be a hardware problem. Next day, FedEx overnight box came to my doorstep. Shipped it out, and got it back within a week of Sony receiving it with a brand new screen.

 

I'm with Lattice.

I'm the proud owner of an SZ and AW laptop...I just bought the AW. Diagnosed a hardware problem with the screen...only had to talk to one support representative to get a work order number. I took it to a Sony Style store to get it shipped (for free) back to Sony Support...got it back in a week. And it's back to new!

I'm impressed that I didn't have to talk to multiple support reps in order to get a work order number...I was afraid of getting the Dell-like, "did you remember to hold the power button for 20 seconds to turn it on?"

 

I had a good experience with Sony support - even had a little laugh with them.
(At the same time on two phones - and the customer service people were in the same room - either close to each other or at the same desk )

What happened was that my battery died after 2 weeks - bad luck.
They did suggest a system restore which didn't do anything except messign up my Vista copy - but someone once mentioned they have to go through a checklist... later I found out they said "exchange" via web support immediately...
Oh, they'll also phone you back on a mobile.

(I exchanged the battery in person in a service centre in Collogne - also meant I could take some pictures )

So in the end:
I had a very positive experience with Sony customer service.

 

Here is the short version.

30-day-old SZ791 would not post with increasing frequency. Sony support spends three days wasting my time to diagnose what was clearly (and I informed them within the first call) a hardware problem as a hardware problem. Wants me to send it in and wait 30 days for repair.

I said I wanted exchange. They called Sony style store who agreed to an exchange then refused to do so.

Elevated to customer care, said I could file a complaint in writing which I did, explaining not only that it was within the exchange period when I informed them of the problem via E-Mail, that I was a long time Sony customer presently owning 5 Sony Vaios. Nice gentleman called me and we had a long equally frustrating conversation which ended with me saying, "So what you are telling me is that I'm out of luck and you aren't really concerned about my satisfaction" to which he replied "yes".

Gave up and sent it in with a detailed explanation and copies of all the correspondence including instructions to call for a return shipping address as I was traveling. Returned to the wrong address and refused to reroute the shipment.

Computer came back repaired but with all the screws looking like they removed them with a pocketknife.

I am actually still livid, but unwilling to speak with them again.

Of the approximately 10 people, I spoke with only two were proficient in basic English grammar and diction.

 

My first notebook that I owned for about a year and a half was a FZ model I bought from Best Buy. I was concerned about quality considering it was my first notebook and that I sell and repair computers so I know that things can happen for whatever reason. So, I purchased the full 3 year warranty with accidental protection from Best Buy. There was only two time when I had a general issue or question about things. Once I called Sony and the rep was helpful enough to find a setting I had some how changed from default in about 10 minutes of patient trial and error. The other time I just had some general questions that I couldn't find answers to in the documentation either with what came with the notebook or what was provided to download from Sony. I have a local Sony Style store that I went into (Mind you, this was before they implemented the "Backstage" program which now provides support in store) and the first sales rep I came into contact with was very friendly and went out of his way to answer or find the answer to my questions. Even to the point where he went into the back to find a in store manual only they had access to.

When I sold my notebook to a friend, I returned the other half of the extended warranty to get some more money back. My friend has since had the notebook another year and half to 2 years and even though they constantly use it at home, they have yet to run into any problems.

So, in short, while I wish I could say I had a big problem and my experience was good or bad, the fact that I have not run into any problems nor my friend is testament enough to the fact that I am happy with them. In fact, I just received my CTO SR290 the other day and have already put it through some major burn in and testing as well as a couple of O.S. reinstalls to try some things and different options and it hasn't even flinched.

BBGus