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9 of 12 people found this helpful
Sony support ruined my Vaio experience.
on December 26, 2012
I purchased a Vaio (specific model number no longer sold) a few months ago. My review is both about Vaio product quality in general, and the Sony customer service/repair process. I am posting it on Vaio products to alert other consumers what customer service level they can expect when they buy a Vaio.
The screen on my unit had the backlight fail after a few months of use. I have had Sony repair it three times. Each time they returned it, it still had the same problem. After the third time, I gave up on Sony and purchased a comparable ASUS notebook, which has worked perfectly.
The reason why I have given 1/5 stars is because Sony was inefficient, rude, and downright dishonest about their "repair" process. Only once out of three times did they get the shipping box, repair process, or return process done in the turnaround time they promised. At no point did they actually repair the laptop!
After receiving the still defective laptop back for the third time, I called their service center in Laredo Texas and asked what they had done to repair it. They told me that the internal cable for the screen had never been properly connected, and they plugged it in. I asked if that meant it was repaired, and was told by the representative that they were unable to commit that the laptop had been repaired or would be functional. Out of the 2 months I spent dealing with Sony, this was one of the few honest statements they made: My laptop is still as useless as the day I first called their tech support.
I will never purchase another Sony product as a result of this experience, and to anyone that buys a Vaio: Hope that it works perfectly. Otherwise, Sony will take it from you for 12-20 days (not the 10 they promise) and then return it to you still broken -- 3 times in a row.