Sony Vaio / abysmal customer service, terrible products, rude staff. do not buy a sony product!
PLEASE READ THIS:
I purchased a Sony Vaio VPCEB2Z0E laptop in October 2017. 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 ###s, 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 2017 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 2017. 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 ###. 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
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