sony has poor customer services. They don't do what they promise and then as a customer you are stuck with an expensive but useless products.

At the end of January I sent my Sony VAIO laptop VGNFW290 in for repairs. It had a hard drive problem and the power outlet was loose. My laptop was sent out for repair from the Sony store in Roosevelt Field mall. In February my laptop was returned to me with a patched up repair and several others issues I didn’t send it out with. The first problem was with the power outlet, which I sent loose was sent back extremely tight. So tight it was hard to open the laptop, since the power outlet is on the same axis. After several times of opening and closing the laptop, it became loose again. This time it was so loose that I have to angle the power adapter in order for the battery to charge. Which brings me to the one of the issue the repair department caused. My battery has a release and lock switch that keeps the battery in place. They broke the switch so the battery pops out occasionally. Another issue that my laptop returned to me with was an inability to connect to the Internet. My local Internet outlet was damage to the point where I can’t connect my laptop directly to my modem and get online. My wireless Internet hardware was damage to the point where my internet connection went in and out randomly until it stopped working all together. When I realized something was wrong with my Internet I tried to troubleshoot over the phone with the Sony Store Back Stage department. Though we tried the issue could not be resolved over the phone. They advised me to come into store. Sometime toward the end of February beginning of March I returned to the Sony Store to have my laptop repaired. They stated that the Internet connection was probably damage when the repair department took apart the laptop to remove the hard drive. Regardless of the cause the job was done sloppy and I got stuck with a computer that is over $1200 dollars that is basically worthless, not by my own doing but by poor service. I was upset. The Sony representative Eugene advised me that the computer can’t be fixed in store it need to be shipped out. I advised him that I couldn’t ship it out right away. I was in the middle of my spring semester and I needed the laptop. Eugene then called Sony for me to discuss my situation. After speaking to Sony for a time he put me on the phone. I advised the representative of my situation. I told her I couldn’t return the laptop right away but when I do return it I didn’t want to have any problems. The representative then advised me that I would have to return the laptop within my warranty or I would have a problem. She then told me my warranty would expire in November. I know for a fact she told me I had until my warranty expired and I was upset that even though the damage was not caused by myself I was still bound to a deadline, and I advised her of this and she stated regardless if I return the computer after November it wouldn’t be covered and it wouldn’t be fixed. Eugene gave me a number to call when I’m ready to send computer for repair so I don’t have to come out to the Sony store since the store wasn’t close. I left the store with that time frame in mind. I called towards the middle of September to have my computer sent for repair. The representative I spoke to advised me that he would escalate my issue and I will receive a call. I received a call almost 5 days later from a representative who told me they are not going to fix my computer they are going to buy me out for the remaining cost of the computer since my computer was already repaired and the repair cost was a lot. I advised the representative I would take the buy out for the other issues wrong with the computer, such as the sound, and random black screen but the damages done to my computer by her company I want that to be fixed. She said there was nothing she could do. If the computer had a problem after its repair I should have notified the your company 30 –90 afters repairs. I advised the representative called Sony Backstage and I did bring the computer back to Sony store and complained. They put me on the phone to speak to someone and they told me I as long as I returned it before November I would be fine. She then told me that they have no notes showing I went into Sony store or spoke to anyone over the phone to report problems with my computer after repair. Of course I was upset, so I went back to the Sony store. There I spoke to Tyree another representative who worked in Sony backstage who told me to call when Eugene is in, which I did. Eugene remember me and stated to call customer relations again if they needed him to verify information he would gladly do so. It was around this time the run around began. I called customer relations, they referred me to another number who then referred me to customer relation. By the end of the day I spoke to several representatives was transferred many times and no one helped me with repairing my computer. They kept transferring me telling what the other representative did wrong. What I should have been told and what should have happened. Some of the representatives were polite but not helpful, most were rude and didn't want to listen, one actually transferred me to a different department after I asked to speak to his supervisor. After hours on the phone several transfers I was tired of speaking over the phone so I asked for the address to file a corporate complaint, I was given three different address to write a corporate complaint too. Its like there customer service representatives don't know anything about the company and are not prepared to talk to people. To be even more honest I don't think the letter I sent even reached the department I wanted, because I got a call back from customer relation and I was trying to reach corporate complaint. When I did get a call from Sony concerning my letter it was from a block number. I missed the call. When I called the number left in my voice message it was customer relations that answered the representative I spoke to stated they reviewed my letter but they are not offering to fix my computer just buy me out for $482.00. I waited weeks to get the same response from them that I was getting for the last few months. Its upsetting how poor the service is my laptop cost me more than $1200.00 and its useless. This is me trying to summarize this awful experience and its still long, I’ve never been more dissatisfied with service. What makes matters worse is I only what them to fix what they broke.

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