Sony Vaio mouse probles - final attempt to resolve
This is a letter I am sending out today. It is my last attempt to get this problem corrected. I think legal action, maybe class action suit my be next step.
September 20, 2007
Attn: Executive Review Committee
12451 Gateway Blvd
Fort Meyers, FL 33913
I am writing this letter as my last attempt to resolve an ongoing issue prior to taking legal action against Sony.
I purchased a Sony Vaio computer model VGN-SZ330P about a year ago. I have been experiencing intermittent problems with the touchpad which causes the cursor to behave erratically and results in unpredictable behavior, often of a destructive nature to the application I am running when this occurs.
When I first experienced this problem, I contacted Sony and the told me it was not a hardware problem but a virus and I needed to reformat my hard drive to clean up the problem. At their suggestion, I installed Vista for Business using recommended procedures. This did not correct the problem and once again the cursor would intermittently move in the opposite direction from the mousepad action.
I notified Sony of this and was told to return the unit for repair. I asked them not to reformat my hard drive without first notifying me and was assured that I would be contacted if this was necessary. The unit was returned to me about a week later and the only thing that was done was that the hard drive was reformatted and returned to its factory state. Nothing was done to correct the touchpad problem.
I called Sony again, repeated the history and sequence of problems and was told I would need to return the unit again for repair. I did so and got the unit back about a week later, with a new touchpad having been installed and the hard drive again reformatted. After a few days, the cursor again began having the exact same problem.
I contacted Sony support yet again, went through the entire sequence of events, explained the intermittent nature of the problem and asked for a replacement unit because I am suffering business losses and expending an extraordinary amount of effort in restoring my data back to its required configuration. I was told that could not be done and I needed to return the unit for repair yet again. I was also informed that the return facility that they had me ship it to in Tennessee was not familiar with the touchpad problem and was not the correct facility to diagnose/repair the computer and it needed to go to the San Diego facility.
I sent the computer to San Diego in the box sent to me and was assured it would not be returned to me before extensive testing was performed to be sure it was fixed. I expressed my concern and doubt as this is an intermittent, but recurring problem and I had been down this same path two times before. However, as I was not given an option for replacement, I returned the unit yet again.
The unit was returned to me with the problem supposedly corrected (again) and about a week later the exact same problem began once again. At that point I did some research on the web and found (through the CNET website) that there are many, many other Sony Vaio computer owners that are experiencing the exact same problem with their touchpads and none of them have been able to successfully get this problem fixed other than by using an external mouse instead of the built in touchpad.
At this point, the situation is simply not acceptable and I contacted Sony support today requesting a replacement unit. I spoke to an agent named Melissa, agent number CZJL and was told I could not get a replacement, but had to send the unit in yet again to have the problem diagnosed, and if it was found to be having problems, then maybe they could consider replacement, but no assurance could be made that this would be done. Since Ive already had it repaired 3 previous times and each time Sony felt satisfied that the issue was corrected when in fact the exact same problem reoccurred within a week of it having been returned to me, I have absolutely no confidence or reason to believe sending it back a 4th time will result in anything different.
I am asking at this time that I can return the unit to Sony and have a replacement unit sent to me without first requiring another attempt to repair this defective computer. For reference, I am giving you the most recent event ID so you can review the history for yourselves. It is E34862005.
If I do not get this resolved at this time, my only next option will be to consider what legal remedies there are for me in this case.
Thank you for your prompt attention.
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