Watch out before you buy custom PC from Sony

WATCH OUT BEFORE YOU ARE GETTING a custom notebook from Sony. They are not refundable, even you got a lemon.
I just brought a FW-290C from their on line store, custom build, >Can$2200.
Brand new and it was having a LCD problem. Once a while the screen would went blank (even if I was in middle of typing). Then around the tenth day, the screen is blank all time. I could see the system is starting up (need to look very close and at an angle). Send it back to repair (take a while). They said they replaced the black lighting. The screen is back, but the one a while blank off problem is still there. I asked for full refund, they refused even I have hardly use if for more than 10 days. And their customer service stain.
I had, Dell, emachine, Compaq, Mac,... never have this kind of problem, especially on a brand new machine.
.... I WILL NEVER BUY ANY SONY PC AGAIN ....

Frustrated Sony PC owner

 

I'm not sure of the law in canada, but in the UK, you wopuld be covered for the first 12 months as the unit would be "not fit for purpose" and covered under the 12 month gaurentee

 

Er, I think you have the bad customer service.
Last time when I bought Custom build Laptop Sony TT, and I have to refund it because I decided to get MSI Wind.
I have no problem refund it to them about 5 days after I received the TT.

 

If you really got a lemon, you will be able to get a refund.

However, from what I can tell, your machine is not a lemon. It had a problem that was fixed. It has another problem, which you decline to have fixed, because you want your money back. That's not a lemon.

(Depending on where you live, you will generally have to have your purchase repaired at least 3 times, of which at least 2 have to be the same problem, before a product is considered a lemon.)

 

just go back therew dont ask for refund but say them : u didn't repair nothing and show them; is visible

 

Not applicable to US buyers, though, just to remind some. We do have a 30-day return policy, even on CTO notebooks. The only exception here is if you have it engraved, then the way you can return is major defect or whatever. Otherwise, it's a simple, easy process for US buyers to return.

Also, for the OP ... it might have more to do with the fact that you sent it in for repair? I had issues with a Dell notebook and they told me if I accepted a repair I wouldn't be able to return it after that, so instead I opted to just return the machine.

 

Kind of silly, considering that the engraving is on an easily replaceable bezel... Charging $50 for replacing the bezel with a blank one would probably be a better solution for both the customers and Sony.

 

I think that you should go back to Sony again to find out where they stand in regard to config to order models that end up going faulty within 20-28 days. I know some countries seem to use the 20-28 day law.

Also, find out what the law states in your own country. If your country uses this 20-28 day protection then if Sony will not acknowledge this and your item is faulty then i would take it further.
Try and speak to a Sony manager first though if you haven't tried this and put something in writing as well.

Aso, when did you buy this?

 

Just send it in and get it fixed again if you can't refund, what's the big deal?

 

I had returned my non-defective FZ to Sony U.S.A. within a week and got full refund.

 

YES, i wanted to return my Z too because of a scratch on the lid and they wouldn't refund "CTO" models.. at least in Canada.. and they wouldn't repair it either

so i had to jump through loops and finally got my Z sent to sony canada and .. it has been over a month and they STILL haven't received the part to repair it yet.. i am STILL waiting for the laptop

i am VERY annoyed with sony canada, dell had MUCH better customer service

it's probably different in the states

 

Oh, that's interesting. I guess Sony.ca is a little more strict. I'd probably be annoyed too if I had to send mine in, though I wouldn't necessarily blame Sony for that. If they refused to fix it, then I would blame them.

 

another reason usa > canada

jk

 

here in canada apperantly CTO models are not refundable can only be repaired.... they will fix the issue as many times unless i am assuming u complain and complain really hard.

even if u get a CTO and ur not happy with it, you can not return it here.

 

Bad. Here in the U.S. you can return any laptop within 30 days for a full refund with/ no restocking fee. Sony itself pastes that sticker on the box.

 

yeh sony care in canada kind of really sucks to be honest.

 

customer service refused to fix the scratch, said that they couldnt have made the scratch because their workers wore GLOVES, what?! even an idiot can tell that's bs

so i went directly to sony canada's western main office and they took it in

 

I think this shos hoe customer service can differ from country to country....

I had a very good experience with sustomer service in Germany.

But looking at Asus - Asus Europe is absolutely horrid and 99% useless....

But as others had suggested, do try to contact the head office, write letters.
There must be something to protect customers and thus something you can do.

 

I have returned Sony FZ to SonyStyle US and got full refund. And my problem was much less severe than yours.

Having said that, if you read Sonystyle Canada Return Policy, it said:

All Customized Computers

* All sales are considered final. We offer exchange or repair on defective CTO models.

Read the fine print before making major purchase.

 

yep its clearly stated in the fine print.

thats what drove me away from a CTO and got the 285d instead, cheaper too then getting it customized with the same specs