Sony Customer Service - Anyone else with issues?

[akayw0718]

So, this past two weeks or so I've basically had the worst customer service experience of my life.

I have a Sony Vaio - I love the machine, it's a beautiful beast. However, the J key recently fell off. No physical damage, I didn't do anything, the clip just broke and fell off. I called up Sony because my Vaio is still in warranty. And then started the circus.

Full story under the spoiler. Tl;dr story: Sony said they would repair it, I continue to talk with them, they continue to do nothing. Also, they have no communication between their departments.

[Show spoiler]The first person at Sony said I had to send my laptop in for diagnostics to ensure this wasn't physical damage. This sucks, but I get it. I sent my laptop off two weeks ago yesterday via UPS, packaged all nicely. The first call was a pain, but nothing major. I had registered my computer to me on the day I got it, but their system would not recognize it. I had to re-register my computer, and the man found my warranty info off my serial number (or so he said). He says I bought the computer 6/7/12. I'm like, well that sounds about right. Now I give him all my information, but he apparently doesn't put it in the system and the system thinks I am my sister and my phone is my dad's. Lovely because they can't seem to contact the right person for anything - even though I've given them ALL of my info.

So I ship it off, and it gets there on Tuesday, 6/4. I get a call late Tuesday (well actually my dad does) and my sister gets an e-mail saying my part is back ordered. Still no big deal, just waiting a little longer. The call says I have to call Sony, so on Wednesday, I call them.

Now is where it gets hairy. I talk first to a random person in customer service who says yes they received my computer and they need a proof of purchase for my warranty. I ask why since they found my warranty with the serial number. He has no idea and says he'll give me someone else to call, because his phone is "not able to connect me to customer relations." Okay, weird but benefit of the doubt here.

I call that number. Guess what? It's a random piping company. It's not even Sony. And I read the number back to the guy to ensure I heard him through the accent.

So I call back customer service and talk to a different guy. He has no idea why I need a POP but says I can e-mail/fax my receipt. I say that I'm not sure I have it but I can get it from BB. He's all no it must be your original receipt. We bought the computer on the BB card - if I call them, I can get the original receipt reprinted. He says that's unacceptable. I ask to speak to someone else and he connects me back to a different customer service rep.

She now says that regardless of if I send in this POP, my computer is no longer under warranty as the missing key is physical damage and they will not replace it. Plus she says that my warranty ends on 6/7 so even if I have POP they won't take it because the warranty expires in three days. I say well then send my computer back.

She says she has to connect me to warranty services to do that. Fine, she does. This guy now says there is no physical damage but the warranty has ended - even though it's not 6/7 - by the time I get the POP to them. I say you know what, screw all of this since no one will let me speak with a manager, and ask for my computer back. He says it will be $25 to have my comp shipped back and they can't do it for five days until I "have time to think over their estimate." I finally get a manager here, because no way am I spending that when you made me send the computer in and wouldn't let me buy a key off of you. He says he'll expedite the computer and at no charge.

I get home that afternoon and Sony has called (again, my dad). Now they say I can give them a POP via e-mail and that they have stopped the computer from shipping back to me. My dad found the receipt, so we scan it. Guess what? I bought my computer on 7/1/12, not 6/7/12. My warranty is good until JULY. I call to get an e-mail address, e-mail it over. I think the headache is over.

OH NO. My sister gets an e-mail Friday saying the computer shipped back, and I think maybe they fixed the keyboard and it's on its way back. It shows up on Wednesday (6/12) and lo and behold - it's not fixed.

Call Sony again (how many times am I up to now?). They say they have no idea what happened, they never got a receipt. And that the e-mail address I was given doesn't handle things for the Laredo, TX repair location. I say, that's not my problem, your rep gave me that e-mail so figure this out.

A bunch of back and forth and the man asks if I can fax the receipt. This is 2013, I don't have a fax machine. So he says, well we can do an in home repair since my warranty is still good until July and connects me to another woman who provides me with a different e-mail and says that the in home person should call me "within 48 hours." I hear nothing back.

So today, I go to their website, put in the repair number they gave me. It doesn't register with their system. I haven't heard from an in home repair person, there was no response to the new e-mail I sent, nothing.

Guess who gets to call Sony again tomorrow?

Sorry for the novel, but this is driving me bonkers. Hopefully this the right place for this.

Has anyone else had problems with Sony customer service? This is ridiculous.

[Jett Rink]

[Show spoiler]

Originally Posted by akayw0718

So, this past two weeks or so I've basically had the worst customer service experience of my life.

I have a Sony Vaio - I love the machine, it's a beautiful beast. However, the J key recently fell off. No physical damage, I didn't do anything, the clip just broke and fell off. I called up Sony because my Vaio is still in warranty. And then started the circus.

Full story under the spoiler. Tl;dr story: Sony said they would repair it, I continue to talk with them, they continue to do nothing. Also, they have no communication between their departments.

[Show spoiler]The first person at Sony said I had to send my laptop in for diagnostics to ensure this wasn't physical damage. This sucks, but I get it. I sent my laptop off two weeks ago yesterday via UPS, packaged all nicely. The first call was a pain, but nothing major. I had registered my computer to me on the day I got it, but their system would not recognize it. I had to re-register my computer, and the man found my warranty info off my serial number (or so he said). He says I bought the computer 6/7/12. I'm like, well that sounds about right. Now I give him all my information, but he apparently doesn't put it in the system and the system thinks I am my sister and my phone is my dad's. Lovely because they can't seem to contact the right person for anything - even though I've given them ALL of my info.

So I ship it off, and it gets there on Tuesday, 6/4. I get a call late Tuesday (well actually my dad does) and my sister gets an e-mail saying my part is back ordered. Still no big deal, just waiting a little longer. The call says I have to call Sony, so on Wednesday, I call them.

Now is where it gets hairy. I talk first to a random person in customer service who says yes they received my computer and they need a proof of purchase for my warranty. I ask why since they found my warranty with the serial number. He has no idea and says he'll give me someone else to call, because his phone is "not able to connect me to customer relations." Okay, weird but benefit of the doubt here.

I call that number. Guess what? It's a random piping company. It's not even Sony. And I read the number back to the guy to ensure I heard him through the accent.

So I call back customer service and talk to a different guy. He has no idea why I need a POP but says I can e-mail/fax my receipt. I say that I'm not sure I have it but I can get it from BB. He's all no it must be your original receipt. We bought the computer on the BB card - if I call them, I can get the original receipt reprinted. He says that's unacceptable. I ask to speak to someone else and he connects me back to a different customer service rep.

She now says that regardless of if I send in this POP, my computer is no longer under warranty as the missing key is physical damage and they will not replace it. Plus she says that my warranty ends on 6/7 so even if I have POP they won't take it because the warranty expires in three days. I say well then send my computer back.

She says she has to connect me to warranty services to do that. Fine, she does. This guy now says there is no physical damage but the warranty has ended - even though it's not 6/7 - by the time I get the POP to them. I say you know what, screw all of this since no one will let me speak with a manager, and ask for my computer back. He says it will be $25 to have my comp shipped back and they can't do it for five days until I "have time to think over their estimate." I finally get a manager here, because no way am I spending that when you made me send the computer in and wouldn't let me buy a key off of you. He says he'll expedite the computer and at no charge.

I get home that afternoon and Sony has called (again, my dad). Now they say I can give them a POP via e-mail and that they have stopped the computer from shipping back to me. My dad found the receipt, so we scan it. Guess what? I bought my computer on 7/1/12, not 6/7/12. My warranty is good until JULY. I call to get an e-mail address, e-mail it over. I think the headache is over.

OH NO. My sister gets an e-mail Friday saying the computer shipped back, and I think maybe they fixed the keyboard and it's on its way back. It shows up on Wednesday (6/12) and lo and behold - it's not fixed.

Call Sony again (how many times am I up to now?). They say they have no idea what happened, they never got a receipt. And that the e-mail address I was given doesn't handle things for the Laredo, TX repair location. I say, that's not my problem, your rep gave me that e-mail so figure this out.

A bunch of back and forth and the man asks if I can fax the receipt. This is 2013, I don't have a fax machine. So he says, well we can do an in home repair since my warranty is still good until July and connects me to another woman who provides me with a different e-mail and says that the in home person should call me "within 48 hours." I hear nothing back.

So today, I go to their website, put in the repair number they gave me. It doesn't register with their system. I haven't heard from an in home repair person, there was no response to the new e-mail I sent, nothing.

Guess who gets to call Sony again tomorrow?

Sorry for the novel, but this is driving me bonkers. Hopefully this the right place for this.

Has anyone else had problems with Sony customer service? This is ridiculous.

I've had similar problems with my Blu-ray player firmware upgrades. Have you thought about getting an Apple?

[akayw0718]

Originally Posted by Jett Blu

[Show spoiler]

I've had similar problems with my Blu-ray player firmware upgrades. Have you thought about getting an Apple?

I actually hate Apple with a real passion. I previously had a Toshiba, but the current models just weren't appealing.

The thing that sucks is I really love my computer. It's sleek, runs great, and is a nice size. Until now, I hadn't had a single problem. But getting this new keyboard is proving to be a bear.

[Jett Rink]

Originally Posted by akayw0718

I actually hate Apple with a real passion. I previously had a Toshiba, but the current models just weren't appealing.

The thing that sucks is I really love my computer. It's sleek, runs great, and is a nice size. Until now, I hadn't had a single problem. But getting this new keyboard is proving to be a bear.

Yeah, if you are a PC person, I would say that Sony is the best brand to go with. If I can, I will try to find a corporate number for you so you can resolve things faster.

[3DinAK]

Ever since I've had my vaio the screen flickers. I sent it in a month ago. got it back and it still flickers. I call them up and they say they can't reach a certain department. So they say this department will call me back. Never happens. It's been going on for 2 weeks.

[akayw0718]

Originally Posted by 3DinAK

Ever since I've had my vaio the screen flickers. I sent it in a month ago. got it back and it still flickers. I call them up and they say they can't reach a certain department. So they say this department will call me back. Never happens. It's been going on for 2 weeks.

See this is what kills me. You are customer service, why on earth can you not reach another department?

And why can you not accept an e-mail? Is it that unheard of for me to not have a fax machine.

On a good note, the repair tech called me this morning. He'll be out to my house sometime between 11 and 2 today. Here's hoping it goes well!

[3DinAK]

Originally Posted by akayw0718

See this is what kills me. You are customer service, why on earth can you not reach another department?

And why can you not accept an e-mail? Is it that unheard of for me to not have a fax machine.

On a good note, the repair tech called me this morning. He'll be out to my house sometime between 11 and 2 today. Here's hoping it goes well!

Lucky. I have to mail mine back. Last time it took a week and a half for them to send me the same broke laptop. I asked what will happen if they can't fix it. He told me they'll transfer me to a different department. I don't do much on my laptop either. Mostly watch movies.

[akayw0718]

Originally Posted by 3DinAK

Lucky. I have to mail mine back. Last time it took a week and a half for them to send me the same broke laptop. I asked what will happen if they can't fix it. He told me they'll transfer me to a different department. I don't do much on my laptop either. Mostly watch movies.

Yeah that's what happened with mine too. It took a week or so and then came back still broken.

They "escalated" me to customer relations, I assume because I was about ready to scream at the rep who just kept repeating the same nonsense to me.

I use mine a lot, but nothing that is hard on the computer. I'm a student, so it gets used in Word/PPT/Excel most. The rest is just internet. I didn't upgrade it to a BD player, so I only really watch movies on the net.