A year ago my Sony viao laptop broke while I was on a business trip in the Ukraine. After the 4 month nightmare I went through I just wanted to forget about Sony but now since my macbook pro broke as well I want to post the story and compare the Sony tech support with the apple tech support.
So I left my Sony viao notebook in the office for three weeks without ever turning it on and leaving the battery inside the casing – Don’t do that. Take the battery out – When I returned after three weeks the notebook was dead and there was no way of turning it back on. The battery somehow went dead during the three weeks of not using it and took along the main board.
So there I was in the Ukraine with another 4 weeks of work ahead of me without a laptop. Bad if you work as a webdesigner.
So I tried to call Sony support in Austria. Impossible since they use some weird phonesystem that can not be reached from abroad.
My dad called them and they told him there is no support for viao in Ukraine, and the support guy also pointed out that of is my fault If I travel to such “underdeveloped” countries like Ukraine.
Alright so I was lucky to borrow a computer from a colleague since there was no way of getting the broken laptop to Austria. A week before I went back to Austria a couple of friends came to visit me in Kiev and they took the laptop with them so Sony could finally pick it up for repair.
When I got back a week later the laptop was still at home waiting for Sony and it took another week till they picked it up. We are now 5 weeks from the day it broke.
After two weeks into repair I called Sony to find out how my notebook was doing. The online tool for support status did not work of course. The support guy told me that the main board was fried and they needed to order a new one and that it will take about another ten days.
I called after two weeks. The guy told me there are no more main boards for this two year old notebook so I will receive a replacement and Sony will call me with an offer. They never called.
I called again. By then I already know the thirty digits to dial by hearth. Well he was really surprised I haven’t gotten an offer yet and he will send a massage to sales again since they are in charge now. 2 months after the laptop broke.
Sales never called, so I called sales. Sales told me they are not in charge. So I called tech again. Again and again. By then I already knew the names of most call center employees, but I was refused to talk to a manager in charge. They don’t talk to clients.
After another week or so I finally got an offer. A laptop far worse than mine, but I accepted in order to avoid further delays and because was already determined to buy a mac at that point.
After a while I called again to ask about the shipment of the new notebook. They did not know anything about a new laptop to be shipped. I was alrwady tired of yelling to the stupid support people, but within a few days the finally managed to order a new laptop for me.
In the beginning of November I finally got my new useless piece of shit Sony vaio notebook.
I sold it in order to refinance my macbook pro that had been shipped to me two weeks before Sony’s even though the orders for both were placed in the same week.
Bottom line :
Do not buy a Sony product ever again!
They don’t care about customer satisfaction!
I hate Sony and their incompetent team of call center monkeys!