Obys mial racje ze tak bedzie, bo wczoraj wyslalem laptopa do Sony. Ale po dzisiejszej lekturze listu pewnego uzytkownika ktory mial taki sam problem jak ja (list zamieszczam ponizej niestety jest po angielsku) moge sie wszystkiego spodziewac.
Dear Mr Stringer,
I am writing to you regarding the poor service I have received with
regards to the repair (or lack of) of my Sony Vaio in the hopes that
you can help me get some support from your customer services team in
the UK. To date, they have failed to help me, hence me writing to you
in despair.
I have been experiencing severe graphics distortion and hanging on my
Vaio for one month now. A quick Google search revealed the likelihood
of the problem was a defective NVIDIA chip in the machine. To my
relief, I discovered that Sony were aware of the problem and would fix
this for free, despite my Vaio being out of warranty. The link to your
press release is below:
http://esupport.sony.com/US/perl/news-item.pl?mdl=VGNFZ190N&news_id=349
I rang the Vaio support service (Premium Rate number), and explained
the problem I had and the steps I had taken to try to resolve the
issue (rolled back the driver and re-installed). I explained that I
thought this likely to be the defective chip. The person I spoke to on
the phone said that my Vaio would be picked up, the cause would
diagnosed and that it would be fixed free of charge if it was the
graphics chip. I explained I would be on holiday for 2 weeks, but
would have access to email once this had been diagnosed.
On the 28th May I received an email from the Vaio repair team,
describing the issue as HDD related and quoting me £370 to repair
(Particularly stressful to receive on holiday). I replied explaining
that I felt this extremely high and that I would not take up the
repair. My Vaio was returned to me.
Imagine my surprise when, on the 13th June, I took my laptop to a
local independent repair centre to find that the issue was not a HDD
issue at all, but the graphics chip? The service centre even went as
far as to take out the HDD and switch on the machine which continued
to exhibit the graphics distortion. This experience caused me to
reflect on the original Sony diagnosis and has dented my confidence in
a brand I have always previously trusted.
At work the following day, I tried to call the Sony Vaio repair centre
again, and was unable to get through due to my workplace barring
premium rate numbers. I wrote an email to Vaio asking for someone to
call me. I heard nothing that day.
The following day, around 8:30 am, I called the premium rate number
from home, and was advised to roll back the drivers and re-install
them, despite having explained I had already done this in the original
call. I then spent several minutes having to explain to the person on
the phone the original call, and the events that had happened since.
It is disappointing and also time consuming to have to repeat
everything I had already explained – something I wouldn’t expect to
have to do to an organisation as professional as Sony.
Due to my frustration over the service I had received, I requested to
speak to a supervisor. I was told none were available. The Vaio
employee explained she would log a complaint, and when asked if this
meant I would get a ring back from a supervisor and was told ‘not
necessarily’. I think this is unacceptable – as a consumer if I am
dissatisfied I’d like the opportunity to express that to someone’s
superior – something your employee denied me.
The Vaio employee went through a further basic checks and felt that
the issue was not the chip itself. I (again) explained that the hard
disk had been removed in front of my eyes and the graphics issue had
again occurred, at which point she suggest the Vaio be picked up
(again). She gave me a new case number. I requested the Vaio be picked
up from my place of work. The following day, I took the Vaio to my
work place and left it with the post room for pick up. This never
happened and my faulty Vaio is still sat in the post room at work.
Today I received a phone call from Vaio which I believe is in response
to my email 2 days ago. During the call, I had to yet again explain
the entire process I had been through before I was informed that they
could pick the Vaio up, but if it was not the NVIDIA problem, I would
be charged either for the repair, or to return the laptop (£149). On
request to speak to a manager or supervisor, I was told the fee was
non-negotiable. I asked several times to speak to a supervisor, and
was rejected on each occasion. Eventually I said that all I wanted was
for a supervisor to call me back and that I needed nothing else from
her at this stage. The call centre member hung up on me. This is not
helpful, nor is it delivering any kind of service to someone who has
had a number of Sony laptops now.
I am not technically minded, and therefore cannot guarantee that the
issue is the NVIDIA chip, however I have been told by an independent
source that the problem is not the HDD issue as given in my quote. If
I send the laptop in and it is not the defect chip, I will have to pay
£149 to have it returned to me. In order to guarantee that it is the
chip, I would need to be technically minded. I hope from this you can
see I am in an impossible situation where I cannot send the laptop in
for fear of charges, even though it may contain a defective graphics
chip supplied by Sony. Not only this, but on the previous call I was
not advised of the charges mentioned today, which would suggest you
are not always clear and transparent with your customers about prices.
At this moment:
- I am without a functioning laptop.
- Sony have misdiagnosed the problem (with full proof from a friendly
local store).
- Sony have charged me premium rate numbers
- A Sony call centre staff member has hung up on me
- Sony have not picked up my Vaio when they said they would
- Sony have threatened to charge me £149 to return my PC if the issue
is not a specific NVIDIA issue (despite there being no way of me
knowing this 100% being a customer)
- I have invested ridiculous amounts of my time in trying to solve a
problem which your organisation is failing to help me with.
This has left me both frustrated and upset. I went with Sony believing
they were well established and trusted company, and feel that Sony
have abused that trust. If this situation is not resolved within the
next 5 working days, I feel I will have no choice but to seek the
advice of a consumer group, who I am sure will be able to advise me.
However, the risk to your business is that they expose this experience
to would-be Sony customers.
I would be grateful if you could get someone to not only rectify this
issue immediately, but also address each of the areas where the Sony
repair centre process has failed. In addition I am expecting to be
fully compensated for my time, the premium rate calls, the cost of
petrol to take my laptop to a reputable London-based repair centre and
to compensate me for the extremely poor service and consequent stress
I have suffered over the past month.
I look forward to a speedy response.
Regards,
XXX
