new world record for worst aftersales service!

Hi everybody, allow me to tell you my bad experience with Sony VAIO support here in Indian Ocean:
I have a 1 year old VAIO (VPCZ13C5E, bought 2900€ directly to Sony at http://www.sony.fr/hub/ordinateur-portable-vaio
As I had a minor issue (keyboard backlight not working), I opened a case with VAIO Support Europe. 6 weeks later, they told me to take it to my local Sony representative IS2 to have it fixed: http://www.is2-net.com/affic_page.php?iCat=11
That was on the 9th of December (2011).
Since that day, the repair is still “ongoing”.
IS2 has already changed, at least: keyboard, motherboard (2 times!), speakers (don’t ask me why)…but the laptop now doesn’t even boot.
IS2 tells me that Sony sent them 2 dead spare motherboards (wow, I work in IT, and I’ve never heard of a computer manufacturer who doesn’t test spare parts before packing and sending…and IS2 tells me this happened 2 times in the same case!), and that each time they order a spare part, it takes 3-4 weeks to get delivered. Last but not least, IS2 already called me 2 times to tell me to come and pick the “fixed” laptop, but each time I came, I did check if the laptop was working with their tech guy on my side…and it would not even boot. So, 2 times I had to come back home with empty hands and wait another 4-5 weeks.
IS2 told me too that Sony doesn’t want to replace my laptop with a new one, so they ordered…a 3rd motherboard...
so, in a nutshell:
case opened on 25 of october 2011
VAIO laptop repair started on 9 of december 2011, and still ongoing
3rd spare motherboard delivery date to IS2 estimated to 13 of april 2011
-> what next?

 

At part depot, they don't know how to test the parts before sending them out.
The problem is, Sony has many contracts to other third party services to repair their faulty parts. If their contractors didn't do right, Sony would have a problem just like you.
I had once case when I technician guy came in to replace FZ board , and the board he brought in also failed.
I also notice, Sony or nVidia has a contract to an third party service to fix nVidia chipset by just reworking on the chip.
In your case IS2 center is more chicken than Sony itself.
I am not standing by Sony, but the main point is those technician guys at contractors.

 

Sorry ngvuanh, but your experience pales in comparison with Irshad's!! The only way to buy a Vaio with confidence is if you can get a third party warranty, which may well not be an option in India. You have all my sympathy!

 

I'm not saying I'm necessarily correct but you seem to have a slim extreme case. I doubt any repair man in their right mind would ever change a motherboard, then not test it after it has been put back together. Your repair man must have had some sort of vendetta against you. It just doesnt make sense to me...

Did you give them a hard time when you called? I'm not saying it is morally right for them to retaliate for having bad customers but for working in IT I do get why they would put you off for a while if you're rude to them. lol

 

Thanks for your answers!
I don't know if the replacement MoBos were damaged before or after they were mounted.
I don't know neither if the repair guys who mounted them ran some tests after the operation.

Only thing I know is what IS2 told me 2 times: "Sony did send us defective motherboards"...True or not?
I don't even care, I have been waiting for 4 months (and I keep waiting) to have a very expensive laptop (2900€) fixed, and all I want is my laptop or my money back.

@jyar727:
Be sure I have always been polite and very patient with both Sony and IS2. I simply expressed facts (what happened, how I feel, and what I expect from them).
Actually, they are quite easy to reach, and very polite too. What I blame them for is:
- IS2: they just "feel sorry for me, do their best, and it is Sony that should be blamed for taking weeks to send defective replacement parts". What I don't like with them is that they don't act faster (why don't they launch an escalation to Sony, in order to receive parts faster or to get an equivalent replacement laptop? And if they did it already, why don't they insist?), and that their local manager is never available and never called me back despite all my requests.
- Sony: since I took my laptop to IS2 to have it fixed (as requested by Sony Support), I never got any answer to my 3 complaints. And (according to IS2) they do not want to replace the laptop with an identical/equivalent model.

I used to think that expressing facts and following processes should be enough to get support problems solved, but there clearly is something wrong in this very case.

I love the VPCZ series (small size, lightweight, very powerful, and long battery life) and that's why I did put so much money on this laptop.
But with such a poor quality after-sales service, this is definitely not worth the price.

If the third MoBo replacement attempt fails and they still do not want to replace the whole machine, I'm afraid I'll have to demand a full refund...

What do you think?
Can anyone help?

 

Quick update:

I contacted IS2 again last week, and the repair is still "ongoing".
Moreover, they told me Sony still does not want to replace the machine.

I wrote a last email asking Sony to replace the machine with a new one, equivalent in terms of price and specifications (VPCZ23C5E + Power Media Dock, which gives more or less the same graphics performance as my VPCZ13C5E)

If I do not get an answer, I will directly follow french law to ask a judge to force them to replace the machine and give me some financial compensation.
Let's hope Sony will finally be respectful of the law...and their consumer.

I will keep you informed!

 

Haven't seen one of these threads in a while, but again, why I recommend everyone buy a 3rd party warranties (cheaper and better service). I'd consider looking into emailing possibly the head of customer support in France, worked in the US with me (fixing a bravia)

 

I doubt sony sent defective motherboards

Its just the third party technicians which IS2 used.

To be honest I had my old vaio lcd fixed underwarranty a few times. was overall a good job but they also have to perform a checklist which detects the "service" etc

i didnt send in my hdd and they dod everything else.

I believe IS2 have idiots working. ou are better off sending your laptop (sony may collect it or you can courier at your expense) and sony will test and fix it then send back to you). its better than taking it in and getting a repair.

 

Hello everyone,
Quick update:
More than 5 months after I took this VAIO to IS2 (my local Sony Repair center), Sony finally offered me a full refund (2789€).
Why did it take so long?
Should I accept this offer?

 

Considering the user experience and the techs they're using locally, I'd take the full refund and buy something from a different company.

 

Why you need to ask while they already offered you a full refund.
You can't even sell yours at that price this moment.
That's your lucky. Go ahead and take the money.

 

Yeah go take the money! Your laptop isn't worth anywhere near that used and a generation old

 

Hello everyone,

Just wanted to update this thread (sorry for the delay...):

I eventually got a bank transfer from Sony in mid-june.

As I do not feel comfortable about their aftersales service in my area, I switched to a brand new Mac book pro w/ retina display....and so far this is a great machine! (except that the 15" display is a bit too big compared to my needs, but at least it's very thin)

Again, many thanks for your support, guys!