my dvd writter is stopped working.
and tere is no response in service center

My Sony VAIO VGN-FZ11z failed in Feb11 with the NVIDIA GPU problem. Apparently ( see http://genesis.sony-europe.com/instranet/ccil_sony/selfservice/search.jsp?DocId=53420&l=en_GB&m=VGN-FZ11Z# ) this is down to a manufacturing defect and Sony VAIO put up a release on their web site stating they'd fix certain models free of charge. So I contacted them and they picked it up via DHL and sent it to a Sony "repair" centre, which is actually a place called Teleplan in Colchester UK. 2 days later Sony VAIO link told me it was fixed & thjey were returning it. Got it back, and they hadn't done a thing ! Second time it went back, I got it back and it looked OK, but after a cold boot, it kept gong into Windows repair !! They [some call centre in Egypt at 35p/min] got me to do a full factory reset (VAIO recovery software) which failed to install Vista. They then sent me recovery discs, which again failed to install Vista [all hours of my personal time by the way]. THREE months down the line, it went back for a third time, and now apparently there is still a problem with the NVIDIA GPU, and apparently [all of a sudden] there's some bad sectors on the HD [even though I've check this numerous times]. Yeah right. Guess what, they want to charge me £370 for replacing the HD. Total cowboys, and worst I don't trust a thing they say. I've given them an ultimatum to fix it, replace it or provide a refund. All gone very quiet, but they don't realise I have logged it with UK Trading standards and have contacts within BBC, ITV and Channel4.

This is the typical runaround you will get when speaking or chatting with the support team - we've been sent back and forth for over a week, now. Please to enjoy the story of my journey from 8:30am to 10am this morning. I think I am completely insane, now. By the end, I was feeling punchy, but I managed to get a good one in. ;)

Problem : I really wish we had found some of these complaint websites BEFORE we purchased a SONY VAIO in April. 3 weeks after we purchased it, the hard drive started to fail (loud noise). We called tech support, and in perfect english the rep told us that she was
Disappointed in Oregon >
It has now been 14 days, and still no hard drive. We began calling twice daily after 5 business days. Suddenly, the rep did not speak english clearly, could not give us any information, and did not have a 'tracking number' available. Each time we called, we got different information (sony is updating the entire system, the part was ordered, the part was not ordered, there is a tracking number, there is not a tracking number, a special team has been assigned to this case and it may take 2 weeks for a response, we cant cancel the order and restart, we have canceled the order and need your credit card to restart...).
Darnell_ > Please wait, while the problem is escalated to another analyst
Tyra_ > Hi. Welcome to Sony Online Support. I'm Tyra. Please allow me a moment to review your concern.
Disappointed in Oregon > Yesterday, after 45 minutes (no joke) and 3 representatives on the phone, we were finally able to get the FedEx tracking number out of them. Guess what! FedEx tried to deliver the part, but Sony input our address incorrectly, spelled wrong, and with no suite number. The part was returned to the warehouse, but the ticket is still open... leading me to believe that we will be charged on our credit card eventually for not returning the malfunctioning part.
market. Anything is better than a SONY VAIO.

They finally agreed that they would send a technician out to fix the laptop (why was i not offered this in the first place?!). I am not confident that I will hear back from anyone in the near future about this broken laptop, and that i will be charged on my credit card (oh, maam, we dont charge anything on it... we just HOLD it. what?! ok, then go ahead and put YOUR credit card number in there.).

Disappointed in Oregon >
When i tried to file a BBB complaint, it was returned due to 'The company's customer service is handled outside our service area.' Go figure. Next time, we will not buy a Sony, and will only buy from companies whose customer service and corporate offices are based in our home country.

Epicly Disappointed - be warned! Dont buy a SONY VAIO! The warrenty service is a LIE. The representitives LIE. The Management will not speak to you, and if they did i am sure they would LIE, too.

Situations like this make me realize why people go OFF THE DEEP END on customer service reps. This situation has an effect on my entire life - i cant work due to their crap equipment that they won't replace or take responsibility for.
CURSE YOU SONY VAIO AND YOUR TERRIBLE CUSTOMER SERVICE! I sure dont like Apple, but hope they have the cajones to take out Sony in the laptop market.
Tyra_ > Thank you for waiting.
Tyra_ > Our VAIO Computers are supported by our dedicated VAIO support team and I would like to escalate this chat to the concerned team.
Tyra_ > Please wait, while the problem is escalated to another analyst
Betty_ > Hi. Welcome to Sony Online Support. I'm Betty. Please allow me a moment to review your concern.
Disappointed in Oregon > hahah this is so insane! Ive been transferred twice ONLINE! hahahahaha
Disappointed in Oregon > Betty, would you like to escalate this to a 'special team' or something?
Betty_ > Thanks for waiting. I'm sorry that the computer is not working as expected. I will be glad to assist you with this.
Disappointed in Oregon > can you overnight me a hard drive without my credit card?
Betty_ > I'm sorry that the chat previously handled by our Consumer Electronics team.
Betty_ > We are the VAIO technical chat support team,
Betty_ > I'll be glad to assist you with this.
Disappointed in Oregon > can you overnight me a hard drive without my credit card?

Disappointed in Oregon > Betty, did i lose you?
Betty_ > I'm online with you.
Betty_ > Please give me a moment while I go through the previous chat.
Betty_ > Thanks for waiting, Tyra.
Betty_ > I have reviewed the previous chat.
Betty_ > In that case, you may send the hard drive to get it replaced under warranty.
Disappointed in Oregon > hahahahahahah you are kidding me, right?
Disappointed in Oregon > i dont think you read my chat...
Disappointed in Oregon > i agree that it should be replaced under warranty. so did the lat 10 reps i spoke with.
Disappointed in Oregon > i ordered the part through your team on May 4.
Disappointed in Oregon > i still have not received the replacement part.
Disappointed in Oregon > It has now been 14 days, and still no hard drive. We began calling twice daily after 5 business days. Suddenly, the rep did not speak english clearly, could not give us any information, and did not have a 'tracking number' available. Each time we called, we got different information (sony is updating the entire system, the part was ordered, the part was not ordered, there is a tracking number, there is not a tracking number, a special team has been assigned to this case and it may take 2 weeks for a response, we cant cancel the order and restart, we have canceled the order and need your credit card to restart...).
Disappointed in Oregon > can you overnight me a hard drive without my credit card?


Betty_ > I'm sorry for not able to get the proper support.
Betty_ > Sony believes that customer service issues should be addressed through live, personal communication.
Betty_ >
Please contact one of our customer service representatives to discuss your concerns.
Betty_ > I would like to forward a link to a page where you can view the contact information of our Customer Information Service Center.
Betty_ > When you receive the link, please click on it to open the page and let me know if you are able to view it.
Disappointed in Oregon > I have over 10 times.
Betty_ > http://esupport.sony.com/US/perl/contact-relation.pl?
Betty_ > Are you able to view the page?
Disappointed in Oregon > no
Disappointed in Oregon > i have already called 10 times.
Disappointed in Oregon > seriously you are tranferring me again?
Betty_ > I'm really sorry in this regard.
Betty_ > If you wish, I can initiate a callback for you to discuss the concern.
Disappointed in Oregon >
If Sony believes that customer service issues should be addressed through live, personal communication... why do you have a job?
Disappointed in Oregon > I have called 10 times already.
Disappointed in Oregon > I have spoken to over 20 reps already by phone.
Betty_ > To better assist you, I'd like to transfer this chat to our next level of support.
Betty_ > They can review what we've discussed and will assist you from here.
Betty_ > Please wait, while the problem is escalated to another analyst
Shirley_ > Hi. I’m Shirley. Please allow me a moment to review your concern.
Disappointed in Oregon > hahahah hi shirley! you are the 3rd rep ive chatted with today!

Shirley_ > Thanks for waiting. I'll be happy to assist you with the futher information.
Shirley_ > Please give me a moment while I go through the previous chat transcript.
Disappointed in Oregon > ok
Shirley_ > Thanks for waiting.
Disappointed in Oregon > sure, im used to it by now. ;)
Shirley_ > I have reviewed your chat transcript.
Shirley_ > I understand that you were informed that a technician will be coming to get the unit fixed. Am i correct?
Disappointed in Oregon > yes, that is one of the things i was told.
Disappointed in Oregon > i was also told that a hard drive was being mailed.
Disappointed in Oregon > i was also told that there was no tracking number available.
Disappointed in Oregon > i was also told that there WAS a tracking number available, and when i tracked the package, Sony had put an incorrect address on it so it was sent back to the warehouse.
Disappointed in Oregon > I was also asked for my credit card number again.
Shirley_ > Thanks for all the information provided by you.
Disappointed in Oregon > let me guess... you would like to transfer me to another rep?
Shirley_ > I'm sorry that the hard drive was not sent to you in time.
Shirley_ > I can understand your concern about getting the hard drive.
Disappointed in Oregon > ok
Shirley_ > As this issue requires some extensive communication, I suggest that you contact our Customer Information Services Center to get the required assistance.
Shirley_ > They should help you.
Disappointed in Oregon > I have spoken to over 20 reps already by phone.
Disappointed in Oregon > We began calling twice daily after 5 business days. Suddenly, the rep did not speak english clearly, could not give us any information, and did not have a 'tracking number' available. Each time we called, we got different information (sony is updating the entire system, the part was ordered, the part was not ordered, there is a tracking number, there is not a tracking number, a special team has been assigned to this case and it may take 2 weeks for a response, we cant cancel the order and restart, we have canceled the order and need your credit card to restart...).
Disappointed in Oregon > i have run out of minutes on my phone because i've spent so much time on the line with Sony support, who has been unable to honor the warranty support.
Disappointed in Oregon > It has been 14 days.
Shirley_ > As this type of issues are handled by our Customer Information Services Center, it is required to contact them to get the required assistance.
Disappointed in Oregon > I have spoken to over 20 reps already by phone.
Shirley_ > So, please contact them and if they are not able to assist you, you can ask for the supervisor over there.
Disappointed in Oregon > they will not let me speak to a supervisor.
Shirley_ > I'm sure that they should help you.
Disappointed in Oregon > they should, but they have not in 14 days and over 10 phone calls...
Disappointed in Oregon > please help me.
Disappointed in Oregon > please please please please help me.
Disappointed in Oregon > somebody please please please help me!
Disappointed in Oregon > I need help. I need Sony to honor the warranty service and replace my hard drive after it failed in 3 weeks.
Disappointed in Oregon > please
Shirley_ > I'm glad to help you. However, as this issue requires some extensive communication, it is required to contact out Customer Information Services Center.
Disappointed in Oregon > Shirley, i already contacted them over 10 times. i am out of minutes on my phone. i cant call them any more!
Disappointed in Oregon > they are unable to help and have referred me to you!
Shirley_ > In that case, I'll help you with our call back option.
Disappointed in Oregon > i was on the phone for 45 minutes yesterday.
Shirley_ > Can you please provide your first name, last name and your telephone # so that I can arrange the call back option for you.
Disappointed in Oregon > i cannot use my phone any more this month. Sony has used all of my minutes.
Disappointed in Oregon > I am telling you that I have called 10 times and spoken to over 20 reps who cannot resolve my issue. Now you want me to wait for a phone call from them to resolve the broken equipment?
Disappointed in Oregon > unacceptable. please transfer me to someone else who can help.
Disappointed in Oregon > a manager, prefereable.
Shirley_ > Im the higher support available from the chat support.
Disappointed in Oregon > so i cant talk to your manager, either? that is the same thing that the phone support told me.
Shirley_ > I suggest that you either contact our Customer Information Services Center or you can arrange a call back option.
Disappointed in Oregon > i did both.
Disappointed in Oregon > no resolution.
Disappointed in Oregon > please transfer me to your manager.
Shirley_ > Okay, I'll provide the contact information of our next level support.
Shirley_ > You can contact our next level support at: 1-239-768-7545.
Disappointed in Oregon > i have called that number over 10 times.
Disappointed in Oregon > i have spoken to over 20 reps at this number.
Disappointed in Oregon > i cannot use my phone anymore this month because Sony has used up all my minutes.
Disappointed in Oregon > please transfer this chat session to your manager.
Shirley_ > In that case, let me assist you in settting up a call back option so that our technician will contact you and provide the assistance.
Disappointed in Oregon > i cannot use my phone anymore this month because Sony has used up all my minutes. please transfer this chat session to your manager.
Shirley_ > I'm sorry to inform you that I have provided all the available options to resolve this issue.
Disappointed in Oregon > please transfer this chat session to your manager
Shirley_ > I'm sorry to inform you that I'm the higher level support available from the chat support.
Disappointed in Oregon > i understand that. I want to speak to the person that you report to.
Shirley_ > To contact our Manager, you can contact through the # that i have provided above.
Disappointed in Oregon > They will not let me speak to a manager by phone.
Shirley_ > In that case, please contact the # that I have provided above.
Disappointed in Oregon > i have asked several times, as i have done above, and get the same answer you are giving me : I am the higher level support.
Disappointed in Oregon > They have refered me to you.
Disappointed in Oregon > when i call that number, they direct me to chat with you.
Disappointed in Oregon > I want to speak to a manager by phone or in this chat.
Shirley_ > We're the chat support team and we provide toubleshooting steps for the technical issues.
Disappointed in Oregon > i cannot speak to them by phone, so i would like to speak to YOUR manager.
Disappointed in Oregon > i have a technical issue!
Disappointed in Oregon > please help me.
Disappointed in Oregon > somebody please help me!
Shirley_ > Sure, I'll be gald to assist you with the technical issues.
Disappointed in Oregon > anyone! someone! please take resposibility for this!
Shirley_ > Can you please let me know the technical issue with your computer?
Disappointed in Oregon > my hard drive is not functioning and your team has not provided the replacement part yet. it has been 14 days.
Disappointed in Oregon > operating system not found.
Disappointed in Oregon > laptop not functional.
Shirley_ > yes,
Shirley_ > Yes, I understood your concern.
Disappointed in Oregon > it is strange to me that you have not asked me for my incident number, work order number, or traking number.
Disappointed in Oregon > it seems that you came into this chat with no intention of helping me at all.
Disappointed in Oregon > or you would have looked up my case.
Shirley_ > As we technical chat support team. and all issue related to service are handled our seprate service assistance team.
Shirley_ > We don't have access to database of our Sony service center to check the status.
Disappointed in Oregon > no, there seems to be a LOT of disconnect between Sony departments.
Disappointed in Oregon > the shipping department cant call the service department and the service department does not have a number for the special team...
Shirley_ > I can help initiate a call back and they will help you with your concern.
Disappointed in Oregon > and the online tech support cant access the Sony system.
Shirley_ > They are the highest level of support.
Disappointed in Oregon > and i have spoken to them several times.
Disappointed in Oregon > they are unable to resolve my problem, and have refered me to you.
Shirley_ > As we are technical chat support team, and this issue need extensive communication, it is recommended to contact our Customer information service center.
Shirley_ > As you are not willing to call them. I can help you initiate a callback.
Disappointed in Oregon > It has now been 14 days, and still no hard drive. We began calling twice daily after 5 business days. Suddenly, the rep did not speak english clearly, could not give us any information, and did not have a 'tracking number' available. Each time we called, we got different information (sony is updating the entire system, the part was ordered, the part was not ordered, there is a tracking number, there is not a tracking number, a special team has been assigned to this case and it may take 2 weeks for a response, we cant cancel the order and restart, we have canceled the order and need your credit card to restart...).


Disappointed in Oregon > A callback would require me to use minutes on my phone that i do not have. they cannot call me back because my phone is out of minutes because i have been on the phone with over 20 reps during 10 phone calls.
Disappointed in Oregon > basically, a phone call isnt possible.
Shirley_ > I'm sorry. I have provided with all the available options.
Disappointed in Oregon > also, they told me they would email me with the special team's findings after 2 days... it has been 5.
Disappointed in Oregon > no email.
Disappointed in Oregon > no callback from the last one that was initiated.
Disappointed in Oregon > we have gotten the run around with Sony customer service and tech support for 14 days.
Disappointed in Oregon > please
Disappointed in Oregon > transfer
Disappointed in Oregon > me
Disappointed in Oregon > to
Disappointed in Oregon > your
Disappointed in Oregon > manager
Shirley_ > Please let me know your full name, phone # and the time you are available to recieve the call so that I will initiate a callback.
Disappointed in Oregon > did you read where i wrote above that i cannot receive a call?
Shirley_ > As I informed you earlier, I'm the highest support available for chat support.
Disappointed in Oregon > you report to someone, right?
Shirley_ > Yes, but I have provided you with all the available options.
Disappointed in Oregon > or are you the boss of Sony?
Shirley_ > Yes, that is why I have provided you with our Customer information Service center.
Disappointed in Oregon > Shirley, none of the options you have presented will resolve my broken hard drive issue.
Disappointed in Oregon > i want to CHAT online with your boss. I am not doing any more of this over the telephone without recording it for legal purposes.
Disappointed in Oregon > i want this nonsense in writing so i can bill Sony for the time.
Shirley_ > I do understand your concern. But please do understand, we are technical chat support team and I have provided all the available options under my disposal.
Disappointed in Oregon > except letting me speak to your manager.
Disappointed in Oregon > i understand that you do not want to let me chat with your manager, and you are telling me that you are the most senior person in your group that I can chat with.
Disappointed in Oregon > 9:09am
Shirley_ > Please wait while discuss this information with our next level support team.
Disappointed in Oregon > 9:13am
Disappointed in Oregon > 9:16am
Disappointed in Oregon > 9:18am - either Shirley is experiencing the same fun waiting and run around from the Sony number she is giving out (hopefully she wont give this number out anymore - they are not helpful), OR i am being ignored.
Shirley_ > Thanks for waiting.
Shirley_ > I'm sorry for the delay.
Disappointed in Oregon > it's my life lately. ;)
Disappointed in Oregon > 9:21am
Shirley_ > I checked through all the availoable resources. I'm sorry to inform that there is no information or any option available with us through chat support.
Shirley_ > I can only suggest you to contact our Telephone support team as they are next level of support and deal directly with this type of issues.
Shirley_ > You can directly ask for the Supervisor while contacting our Telephone support team.
Disappointed in Oregon > How can you suggest that I call that number again? They are not resolvinig my issue? They are telling me to contact you, and wont let me speak to a manager either.
Disappointed in Oregon > Please transfer me to someone that you report to. I need to chat with someone who can help me. It just took you 12 minutes to come back and tell me there is nothing you can do. Who can take responsibility for this and get my new hard drive?
Disappointed in Oregon > The customer service line you give me - they tell me the same thing you do... and my laptop is still broken. Chat and phone support dont seem to be able to help me. i need to chat with someone who can help me.
Shirley_ > The only thing I can do at this point of time is to escalate this issue to our Customer Relations team. They can call you and should resolve the issue.
Disappointed in Oregon > You tell me i can ask for a supervisor at the telephone support team level, but not at the chat support team level.
Disappointed in Oregon > The phone support team says the same in reverse.
Disappointed in Oregon > I need help!
Shirley_ > I'm realy keen to help you.
Disappointed in Oregon > Who can take responsibility for this malfunctioning equipment that is less than 2 months old and which has functioned for less time than it has been broken.
Shirley_ > This type of issues are directly handled by our Customer Relations team.
Shirley_ > Please provide me the day time phone # on which our Customer relations team can contact you to resolve the issue.
Disappointed in Oregon > 9:29am I need a person's name, and not just the name of the team. i want to speak with a person and be treated like a person.
Disappointed in Oregon > i do not have a phone number available.
Disappointed in Oregon > i have explained this to you several times.
Shirley_ > I'm sorry, this is the only option available with us.
Shirley_ > As I have provided all the possible options to you, It seems that this chat is going no where.
Disappointed in Oregon > than please transfer this chat to someone who can help me.
Disappointed in Oregon > 9:32am
Shirley_ > I'm sorry, that is not going to help us as they will provide you the same options which I provided to you.
Disappointed in Oregon > Each time we called, we got different information (sony is updating the entire system, the part was ordered, the part was not ordered, there is a tracking number, there is not a tracking number, a special team has been assigned to this case and it may take 2 weeks for a response, we cant cancel the order and restart, we have canceled the order and need your credit card to restart...). What am i to do when you are telling me to call this group again. They cannot help me.
Disappointed in Oregon > i need a person to help me.
Disappointed in Oregon > not a department who gives me the run around like you are doing right now.
Shirley_ > Please understand the best option for you is to give us your phone #, I will send the whole transcript to our Customer relations team, they will discuss the issue and will call you with the resolution.
Disappointed in Oregon > 2 tickets have already been created for callbacks over the last 5 days... another ticket was generated to the special teams. we have not heard back by phone or email.
Disappointed in Oregon > you have not asked me for any information on my past chats.
Disappointed in Oregon > can anyone help me today?
Disappointed in Oregon > by CHAT?
Shirley_ > I'm sorry. The information you are looking for is not available through Chat Support.
Disappointed in Oregon > it is also not available through the telephone support. what are my other options? do you have a number for the warehouse in California where the part might have shipped from?
Shirley_ > I'm sorry, we don't have this information available.
Disappointed in Oregon > do you have a manager's name that my boss could speak with regarding the warranty service on our machines? this is disconcerning, as we have recently suggested the purchase of 250 of these models for our clients... we may need to rethink our relationship with Sony, and resubmit our recomendation for the product purchase to Toshiba or Dell...
Disappointed in Oregon > 9:44am
Disappointed in Oregon > This has been a very disappointing experience, all around, when you get down to the User level... we cant have our contractors and clients having to go through this every time something fails.
Shirley_ > I'm sorry for inconvenience you have experienced.
Disappointed in Oregon > please help me.
Shirley_ > I'm realy keen to help you.
Disappointed in Oregon > than i need you to act on that.
Shirley_ > The information you are looking for is not availale with us.
Disappointed in Oregon > please help me. please call the telephone support team for me.
Disappointed in Oregon > i dont have any more phone minutes.
Disappointed in Oregon > we can resolve this by chat if you can just call that group for me.
Shirley_ > The callback option is the best option for you. They can discuss the issue before contacting you and should provide you the information you are looking for.
Shirley_ > Please provide me your day time phone #.
Disappointed in Oregon > 9:54am I dont have one available.
Disappointed in Oregon > they have not contacted me from the last 2 requests we put in.
Disappointed in Oregon > they also have my credit card number, if you can believe that.
Shirley_ > Could you please provide the Work Order # or the Even ID provided by our Telephone Support Team?
Disappointed in Oregon > You would need to contact our field support line in order to confirm that information. They can discuss the issue we have discussed today and should provide you the information you are looking for.
Shirley_ > I'm sorry that this chat is going no where and as I have provided you with all the available options, I'm going to close this chat session.
Shirley_ > Good-bye and thank you for contacting Sony Online Support.
Shirley_ > Analyst has closed chat and left the room
10:01am. Frustrating, isn’t it?

PLEASE READ THIS:
I purchased a Sony Vaio VPCEB2Z0E laptop in October 2010. Almost immediately I noticed that there were thick black lines down the screen - this would occur when the laptop screen was woken from sleep mode. I called the company I purchased from, 3 weeks after purchase, only to be told that as it was over 14 days they would not replace it and that I'd have to contact Sony. I did so, and was told that they would not replace the product and would only offer a repair. I was extremely unhappy about this, but they flat refused to offer anything else. I was forced to send it for repair.

When it was returned to me, not only did it still have the black lines, but the screen was completely unusable due to distortion and fuzziness - it looked as though the screen had been dropped and cracked internally. Not only did they fail to fix the original problem but they created new hardware problems AND they also scratched the top casing of the computer! The people that work in the repair centres must be complete retards, seeing as everybody seems to receive their products back in worse condition than what they sent them in!

I contacted Sony immediately, and was told that they would have to repair it AGAIN. I refused to let them do this and told them I wanted a replacement. They refused, I was passed from person to person (in their offices in Egypt). I asked several times to speak to a manager, they always said that no-one was available and that the manager would call me back. I kept asking for the manager's name, they consistently refused. They operate in a very sheisty way, and knock you down at every turn. None of these so-called managers ever called back. I kept phoning (at a rate of £0.35 per minute, I might add), and finally got through to a man called Ahmed Samir. He seemed to be the only one willing to help, however he has no decision making authority so it was all but pointless speaking to him. He kept saying that I would have to return the laptop 6 TIMES!!! for repair before they would even consider a replacement. I, quite rightly, told him that this is unacceptable and I would not give up until they gave me a replacement. He kept saying that he would 'escalate' the case to the 'upper management', and it would be them who would make the decision. He told me that upper management have no obligation to reply, and that they could take months to make any kind of decision. I, in no uncertain terms, told him that I wanted a refund and to have nothing more to do with the company.

I finally got to a position with Ahmed where he said would treat my case as a VIP and that he would skip the 6 returns and take the laptop for what they call 'diagnose and hold'. This means that they take the laptop to the repair centre, diagnose the problem, and hold it until a decision has been made with regards to refund/replacement. He said he would call me on 19th January 2011 to discuss collecting the laptop (bearing in mind it’d taken 4 months to even get to this point!) He phoned on the 19th and told me that he would arrange for the laptop to be collected. I asked him how long it would take before a decision was made. He said that they didn't have a time, so I told him to find out an EXACT time and phone me back the next day (he had to phone all of the local repair centres to see which had the shortest queue for repairs). I never heard from him again. With everything that is now going on in Egypt, Sony has shut down their offices there. I phoned Sony again yesterday, and asked why nobody had bothered to contact me, only to be told by some stupid bi**h that I would not be getting a refund or replacement, and that they would offer to repair it again. I have categorically stated that I will accept nothing less than a refund. She told me that she would escalate the case AGAIN and phone me back on Monday 7th Feb 2011. I am awaiting a reply, and I will update you as soon as I hear from her.

I have reported them to UK Trading Standards, logged a complaint with Consumer Complaints, and also written to BBC Watchdog. I am bombarding Amazon with complaints and bad reviews, including video reviews of the broken laptop and a detailed breakdown of the way Sony has treated me. I will be writing to Sony, threatening them with the Sale of Goods Act 1979. I will also write to the company I purchased it from as it appears that they could be liable also (and I'd far rather get my refund and leave them to deal with Sony in THEIR time).

I URGE EVERY SONY CUSTOMER TO COMPLAIN TO BBC WATCHDOG, AS THEY WILL INVESTIGATE IF ENOUGH PEOPLE COMPLAIN – ADDRESS BELOW. ALSO COMPLAIN TO AS MANY AUTHORITIES AS POSSIBLE AND COMPLAIN TO SONY AS THEY ARE IN BREACH OF THE SALE OF GOODS ACT 1979. IF PEOPLE DO NOT COMPLAIN THEN SONY WILL BE ALLOWED TO CONTINUE RIPPING PEOPLE OFF AND IGNORING THEIR RESPONSIBILITIES. THEY MUST FACE UP TO THEIR MISTAKES AND SHOULD BE EXPOSED AS THE CHARLATANS THEY ARE.

I wish you all the best of luck with your fight against Sony, and I hope that you get the resolution you are hoping for. I am going to post this complaint across every single website I can find, so people will know what Sony are really like. I trust that you will all do the same; together we can destroy these faceless scumbags. Best of luck to you all. Miss Vicky Sadler

Relevant contacts are listed below:
Direct Gov – Links to UK Trading Standards & Consumer Advice: http://www.direct.gov.uk/en/Governmentcitizensandrights/Consumerrights/DG_182935
BBC Watchdog Complaints: http://www.bbc.co.uk/watchdog/gotastory/

I've also included photos, so you can see the problems for yourself

i bought a laptop this July, and it was 10 days ago not rebooting, i do not know what is the reason, it just suddently shut down, and when i turned on again, it says "no operating syste found" in the screen. later I called sony custermer service at oct 17th, at that time they said they set a service for me and will send someone to my place to fix this problem with my laptop.
i waited 4 bussiness days, nobody contects me, and i called back to sony, they said the technicion is still waiting for the part that they need to replace for my laptop, it will take 2 days. so i waited for another 2 days. today, which is 10 days passed since my laptop broken down, there is still no one contact me from sony. i have no idea what is going on with their technicion, and i really want to draw their attention about this problem. For a big company like them, they should not have this kind of problems, and they really need to improve this.
thank you for your attention for this matter.
sincerely,
Aliasgar.