why sony frustrates me

I ordered my S170 on the 8th and was expecting to hear from sony as the website said that my order would be processed 3 to 5 days after the 12th. I paid for the next day shipping (+-75 bucks). I called sony and chatted with the sales guy and he asked me for my email address etc... well it turns out he was just using the website just like I was to track my order and provided basically no info for me on where my S170 was! He said I could cancel my order and start over then he could give me the actual up to date info I mentioned to him that when I ordered my computer they charged me for the 512 memory and now it's free so I thought he could at least credit me the differece- no way- he said in order to do that I needed to cancel my order and then I would not get my computer for about a month. This is only my second experience with sonystyle and I must say for spending $33oo buck they really suck. My first experience ordering a pda was bad also- it was late and I cancelled it and then received it anyways a week later. Sonystyle sucks but when you want a custome configured machine with a warrantee I guess you have to eat **** and kiss ass. I also asked him about he differece in warrantees and he said I have the best one they offer- the $200 extended warantee I ordered off the normal customize options. I am just hope my computer comes without a hitch and It works well after all this ****.

 

glad that we have the bad word filter on here, that's a rather angry take on Sony, sorry for your troubles, but I want to chime in by saying that I have used and ordered Sony notebooks and not had such problems.

 

Rick, sorry to hear about your bad experience. I'll give you a tip though: After you receive your machine, threaten to return it under their 30 day return policy. I've found SonyStyle quite accomodating under such circumstances - they refunded me $200 and offered some other token items (memory stick holders, etc).

I guess it's better for them to concede a relatively small amount of money than be stuck with a refurbished model they'd have to sell.

 

Sorry, but that's not a big deal. You are mad that Sony was unable to track your computer. That isn't a necessity, it's actually a very small thing. I am sure that when you get your VAIO you will be impressed. This is the same thing that happens with other companies as well.

GPU cooling (100°C->75°C)* Inspiron 8600 * 1.8ghz Pentium M * 128 MB Radeon 9600 Pro Turbo (337/242 -> 400/300) * 2x256 MB DDR2700 SDRAM * Aquamark 3: 24058 * 3DMark'03: 3404 * 3DMark'01 SE: 13120

 

Rick,

Sorry to hear you having problems with your order. But one thing that should definitely be done, is that you get credited back for the $75 you paid for the "Next Day" shipping. Then again, that could be next day shipping AFTER they find your notebook [ ]. Regarding the credit of the memory, I think they would be more accomodating after you get your notebook, but by that time, the offer may be gone. Was this a CTO (config-to-order) system or was it a pre-built unit? If it was a CTO, I have not seen any company that could config a CTO system and have it shipped out for the next day. Also, if that is the case, they could still be building your system right now, and I don't see why they just don't credit you the money back for the memory, IMHO.

-Vb-

 

Thanks for the post. However , in my experience this doesn't happen as often with other companies as you suggest. I have ordered from many other computer makers and am finding Sony to have very poor customer relations. Maybe tracking my computer is not a necessity in your opinion- but, when I was told the ship date and saw that the website has changed the dates 3 times now I don't think it's asking too much especially after spending $3,300. Further, I should have had a tracking number for my computer by now based on the info that was given when I entered the order. I would guess that most customers in my shoes would be calling to check on there orders also. To me, being able to get the proper information on my purchase IS a nessesity as I use my computer for work, so if I am promised a delivery date and pay for overnight shipping and no one can tell me where my computer is , other than to say "cancel that order and then reorder it ... because that is the only way that we can tell when your computer will get to you.... but then you probably won't get it for at least a month.. ". I guess when your selling the coolest and hottest products you can get away with treating people like this- but I never take crap like this from anyone else- so that must mean I am willing to be like everyone eles and feed the monster.

 

I think the free memory upgrade offer is gone, but there is a free 3-yr warranty going on for 3 days. The bright side of this is now Rick can ask for a $200 refund instead of $50...[ ]

I know it's not satisfactory with all the delays, but I'll just cancel it now and save $200.

 

I'm sorry to hear that you've had such a negative experience. Unfortunately, it seems to be a function of which sales rep you get.

Mine was fabulous. He spent a lot of time with me, answering every question I had. He gave me his direct call-back number and when I called and left a vm for him, he called me back within the hour, even though I had already placed the order with him and had committed the funds.

I haven't received my machine yet, but they are still well within the promised period, so I do not yet have a complaint about that. I do note, however, that the SonyStyle status system does not always get updated in a timely manner. For three days it showed that my machine was "Ordered", but nothing more. When I called my handy-dandy sales person, he was able to confirm that it was in fact being built. Later that night the status system reflected this information and it has since updated on its own.

When you paid for next day shipping, I must assume that this is after the normal period for customized systems, which I'm told is 5 to 7 business days.

Good luck. I hope your service experience improves.