Sony forum: new world record for Sony VAIO: worst aftersales service!

by: Irshad_AKHOUNE April 7, 2012 7:08 AM PDT

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new world record for Sony VAIO: worst aftersales service!

by Irshad_AKHOUNE - 4/7/12 7:08 AM

Hi everybody, allow me to tell you my bad experience with Sony VAIO support here in Indian Ocean:
I have a 1 year old VAIO (VPCZ13C5E, bought 2900€ directly to Sony at http://www.sony.fr/hub/ordinateur-portable-vaio
As I had a minor issue (keyboard backlight not working), I opened a case with VAIO Support Europe. 6 weeks later, they told me to take it to my local Sony representative (IS2) to have it fixed: http://www.is2-net.com/affic_page.php?iCat=11
That was on the 9th of December (2011).
Since that day, the repair is still "ongoing".

IS2 has already changed, at least: keyboard, motherboard (2 times!), speakers (don't ask me why)...but now the laptop doesn't even boot.
IS2 tells me that Sony sent them 2 dead spare motherboards (wow, I work in IT, and I've never heard of a computer manufacturer who doesn't test spare parts before packing and sending...and IS2 tells me this happened 2 times in the same case!), and that each time they order a spare part, it takes 3-4 weeks to get delivered. Last but not least, IS2 already called me 2 times to tell me to come and pick the "fixed" laptop, but each time I came, I did check if the laptop was working with their tech guy on my side...and it would not even boot. So, 2 times I had to come back home with empty hands and wait another 4-5 weeks.
IS2 told me too that Sony doesn't want to replace my laptop with a new one, so they ordered...a 3rd motherboard...
so, in a nutshell:
case opened on 25 of october 2011
VAIO laptop repair started on 9 of december 2011, and still ongoing
3rd spare motherboard delivery date to IS2 estimated to 13 of april 2011

-> what next?

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