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Sony Vaio complaint
So I have this complaint I want to direct to Sony...should I type it our formally and send it in to see if I get any compensation ( etc etc..) ?
The story is like this:
On Boxing day, I was working, so my dad went to buy my Laptop for me from the Sony Style Store. I don't know what happened, but when I got home from work I saw my nice new-looking Sony CR series. I turn it on and quickly test it out..... the problem is, It went straight to a log in screen with a random name "Naver". I signed on (first time using vista)... and all the timezones were set to Toronto etc.. and files were still on there.
I ask my dad and bro (who went with my dad) if the laptop was new. They said that the Rep that helped them said that it was BRAND NEW, and that it was a GOOD DEAL because it was like 200$ off from the original price.... (which is why they bought it, cause the specs are good for its price)...
The next day, I go back to Sony Style and find that Representative, I quickly explain to him whats happening with the laptop and if its really NEW. He QUICKLY apologizes and says that it was really a REFURBISHED laptop (which explains why it had another persons files etc etc.) So I asked if there were any more of these in vancouver that I can swap or exchange or something (because this had some small wear and tear scratch lines on the inside). And he searched one up at Oakridge Sony Style. My dad goes and picks it up while im at work and I inspect it when i get home. This one was even worse, it had even more scratches, and was dirtier than the first one. So I obviously returned it the next day and they helped me set up a new windows.
A week later, while I was using it at school, I received the "Blue Screen of Death"... not good and since it was my first time with a laptop, I thought it overheated. So I ignored it... 3 more weeks later, the same Blue Screen occured 5 times in 1 hr, while I was studying too! So i got really mad, I called up a service guy from Sony and I opened my computer, it said that my vista key was outdated? after 1.3hrs of talking, I got my vista to work, but the rep said that he cant help me with a problem if its not occuring. The next morning, while in lecture, it happened again, so i quickly went onto the Sony service chat and the rep gave me a link on how to fix random blue screens which comprised of system restoring etc etc... 2 weeks later i tried that (2 weeks cause I had midterms and didnt have time for this)... My dad helped me do all the restore crap, but when i was in the middle of it, i got more blue screens... and it messed up the restore and i couldnt even open my windows anymore. I finally sent it back to the store to send it to the manufacturers to see whats wrong. It came back 5 days later and said that one of the RAM chips were broked or something? had an error? no idea, but they put in a new RAM chip... but better yet, when i got it back, I got this noticeable chip on the FRONT of my laptop where the VAIO logo is.... wth!!!
SO what im asking is... should I type a note on how horrible my first and last experience with Sony is? Would I get any benefits? compensations? able to return this POS???
moral of this story : dont go to sony style and dont buy sony.
SORRY FOR THE LONG READ
If you are looking for compensation, it helps to add names, dates, invoice numbers and repair order numbers, and photos of the damage.
joolee
02-24-2009, 03:59 AM
i have a few sony laptops and it's great, i guess it's because i don't buy used ones. even so, that's really crappy.. you should definitely complain, how could they give you a laptop when they didn't thoroughly check through everything before giving it to you? it only gives them a bad rep. ugh, i feel sorry for you and i hope something works out
Soundy
02-24-2009, 05:41 AM
In answer to your question: yes, by all means, write up a formal complaint. HOWEVER... get someone familiar with English to do it; your letter above hurts my head and from their perspective, will make you come off like a whiny kid rather than a dissatisfied customer.
John is correct, you want to include as much concrete detail as possible: names of the clerks, dated sales receipts, dates and times of support calls, etc. (basically lay out a specific timeline of everything that happened and how much time you've invested in dealing with the problems).
I'd suggest sending copies of the letter to the managers of both Sony Style stores as well - make note of your displeasure that they're selling refurbished laptops as "new", since as you note, you did specifically start into this with the idea that you were buying a NEW laptop. It would be one thing if this happened at a Best Buy or something, but that it's happening at Sony's own branded stores is especially ridiculous.
When you say you returned the second scratched laptop and they "helped you set up a new Windows", do you mean they actually helped you reinstall Windows fresh on that scratched, obviously USED laptop?? I wouldn't accept that for five seconds - this whole escapade started off with them selling you (or your dad) what was supposed to be a NEW laptop; I wouldn't rest until I was actually in possession of a NEW laptop of the model you THOUGHT you were getting, or the closest BETTER equivalent. Not saying that they should give you something substantially better, but what you end up with certainly shouldn't be a LESSER model than you THOUGHT you were paying for.
They may argue that since you were paying less, you should get less, but that's bullshit: you were paying a sale price for what they claimed was a NEW unit of a certain model, and you should end up a NEW unit of AT LEAST that model. Period.
Finally, check out www.consumerist.com - they have a lot of really good tips for registering complaints with companies, including a list of the types of people to send your letter to, how to get those people's contact info, and how to word and structure your letter.
I don't know if you plan to go back to Sony again for a replacement, or just deal with Sony corporate instead, but next time, open everything up in-store. It gives you a whole lot more credibility and you won't get the surprises you've had in your last few experiences.
You do have a very good case when you had someone else's files on there. The faulty RAM, although unfortunate may happen on any manufacturer's laptop. I know it adds to the aggravation, but as long as they addressed it without any problems, I wouldn't hold it against them. However, the cosmetic damage is one of those things where you probably need to have seen it in store to have some credibility on that claim. (otherwise, the clerks will think you damaged it when you had it at home and are just coming back and wanting a new one because you damaged the one you had).
In either case, I think you have a good argument against them. Take Soundy's suggestions - they're very good to build a solid case against them. Get as much evidence as you can and have it proofread by someone with a good command of the english language.
Selling you a refurb as new is NOT good business practice. Besides, a refurb is defined as a unit that was returned to the manufacturer, inspected, repaired and then sent back out to retail channels and sold as refurbished. It doesn't mean box up whatever someone returned, throw some tape on it and sell it to someone else. What they sold you is an Open Box or used unit. It's not new, it's not a refurb.
Good luck with the process. I hope they at least acknowledge they screwed up. Compensation would be better, but to be honest, the most you can probably expect from them is probably a replacement unit that is new or your money back if you drive the point that you never want to buy another Sony product again. I wouldn't expect to get any money back from them. (in terms of monetary compensation)
Which store was this? Hopefully not at my store. This is a reason for termination... What we can do at the store level is pretty much give you a new one. If you want to deal with this at the store level let me know and I can direct you to the right people. Just pm me for more info.
But you should still write the complaint letter. They do actually work and people do actually read it.
Oh and by the way, check if there is white Sony Store/Sony Style tape on the box. If there is it means it is a repack (ie. returned) if not, we DO NOT sell ANY refurbished goods in Canadian SonyStyle stores. The first one was probably a returned one which they didn't format. The second one might just have been a poorly inspected one or returned one as well.
Dragon-88
02-24-2009, 09:14 AM
Thats why you dont buy computers from retail electronic stores. They dont help worth shit they just want their sale...Even their deals are basically "get this crappy shit off the shelves" products.. Never buy refurbished electronics, and always buy a computer from a reliable computer store screw the big retail stores cause they will always fuck you or tell you its not their problem.. Besides whats wrong with going with a small computer shop anyways, it helps out your local business owners plus you get acctual IT support from their techs.. I sell computers and you dont know how many people come to me because best buy or futureshop is all about the sale and not the customer satisfaction.. I even get people who buy best buys extended warranty and still come to my store for repairs because it wont take 2-3 weeks and we treat you just like any other customer and not ding up your systems.
twitchyzero
02-24-2009, 09:14 AM
They sold the thing to you as brand new, right?
So why didn't you demand a brand new one the 2nd time around? Cause they only had refurbished one's left? You should've went back in person to deal with it so you get the point across. Sorry to hear that they effed it up the 2nd time around.
They sold the thing to you as brand new, right?
So why didn't you demand a brand new one the 2nd time around? Cause they only had refurbished one's left? You should've went back in person to deal with it so you get the point across. Sorry to hear that they effed it up the 2nd time around.
From what I could tell from OP's original message - he did ask for a new one, and they directed him to Oakridge because they didn't have any at their location. Unfortunately for him, the one at Oakridge too was used and in worse condition than the original unit he had (which only had minor scratches). After reading it a couple of times, I think he actually went back to his original laptop and the guy at the Sony store just reloaded Windows for him and sent him on his way.
I'm guessing it's probably a unit that's EOL and discontinued (which would probably explain the low/no stock). If they can't find an identical model and it was sold as new, I would just go back and demand the current equivalent model. That's assuming that you've been going back and forth with them for the last 2 months on these issues.
If everything is working now, and the only current issue is a few minor scratches and the unit being advertised as new when it was used, I don't know if you'll get much out of Sony. It's worth a shot though just so that they know the business practices of that particular retail outlet and corrective action can be taken.
Thanks for all your responses! All of them are really helpful. I will just elaborate on most of your questions.
First of all, sorry for the horrible writing that I posted with. It's Midterm season and I was kind of rushing to type it out before I went to bed. Sorry.
John: I've got the names of the two Reps that helped me at the Coquitlam Centre SonyStyle store. I also have the dates, warantee card, and 3 receipts (No idea how I got 3 receipts though... I think its because they had to print one out to get the Oakridge Laptop, then Print another one to get back my Original Laptop?). I do not have photos of the damage because , as others say, they might think that I did it... My dad is old so he didn't fully inspect it before bringing it home from the store because his eyesight isn't the best. I could take photos of the damage, but truthfully, it looks small if you look at it, until you feel it. When you feel it, its kind of like someone dropping a screwdriver on it so its dented inwards, but when you look afar, it looks like a large dandruff flake. Thanks for your help John.
Banana Girl: That's the reason why I chose Sony! I've heard some good responses about it and I have tried some out myself. I didn't really want to buy a "used" one, but it was the fact that the representative lied to my dad saying that it was a brand new one and continued to explain how it was a great deal because it was new and had the specs that it had. I will be working on a full complaint letter after Monday next week (I have 2 midterms on monday, and school is more important than this crap.) And I agree with you, it does give them a bad reputation since i've been spreading my story around my first year and gr 12 friends who are looking to purchase a laptop. Thanks for your concern though!
Soundy: First of all, sorry for my poor OP English. I have the dates of the support calls and also the conversation with the online chat operator. I could exactly replicate the whole time line of this complaint. My dad suggested that I send the complaint letters to the actual CEO of Sony but thats almost impossible since the email information, or mailing information is not given. The representative did say Sorry about telling a lie to my dad and I when we went to talk about the previous owners files etc etc. He said that he would be glad to return it and give us a deal on other laptops. I bought my laptop for 750$ + tax which came out to around 840$. His deal was to let me return my laptop, and get around 100$ off a 1250$ laptop before tax and perhaps throw a free bag in. Obviously I declined this offer because its ridiculously retarded. The specs on my laptop were almost the exact same too. When I say they "helped me set up a new Windows" that meant that they loaded a fresh Windows on it on my Original, first bought, laptop. After I brought the Oakridge one over (which is the scratched up, dirty, second laptop) they said that they had already installed a fresh Windows on my previous one and basically gave that one back. I already wanted to explode and just return the stupid laptop, but I didn't want to spend another day looking for a new laptop since school was starting soon, and I still had work. I believe that his laptop is a discontinued series and it was probably released a year ago? That's why there are no new ones left at SonyStyle for me to pick up, or else I would have complained even more to get an exchange for a new one. I looked around the store, and the equivalent of this models specs and price was impossible to find. I totally agree with your whole argument, I paid a "boxing day" price on a used model when they said it was new... When they were apologizing, I brought it to the assistant manager too, and apparently, after the rep said he was "Sorry" the assistant manager tried to joke it off and start using bawdy humor which I did not find funny at that time (since I was already pissed off at how they lied to me and also how they are giving me crappy deals). Thanks for the website, I will definitely use that to contact Sony. Soundy, you are a great resource, thanks for all your help.
Syee: I would have opened the box if I was purchasing it, but the fact that my dad purchased it for me (I was working) and it was Boxing day, I don't think he need to open a "NEW" laptop up. I'm sure most people would not open a brand new laptop in the store. I agree with your terms, I don't think the cosmetic damage will do any against them. I will be typing this complaint out and probably getting it proof read by 3 of my friends from highschool. All of them with great English writing abilities. I do believe that it was an Open Box item, but i'm not entirely sure... If it was a refurbished one, then it would have had the previous owners files erased. Thanks for your help Syee, even if they give me a replacement unit, it would probably be better than the current one.
JKam: This store would be located in Coquitlam Centre. Even at store level, they will probably not give me a new one... I really appreciate your help, and I really appreciate how a Sony Representative is agreeing with my complaints! I will definitely give you a PM. The box is in the garage so I can't really check it right now. Yes, the first one is probably a returned one.. But what I don't understand was why a returned laptop in TORONTO/ONTARIO would fly all the way to VANCOUVER/BRITISH COLUMBIA, without formating, and be sold as an open box. That is not good practice for such a large, well known, corporation. Thank you for all your input though JKam, Check your pm :).
Dragon-88: I purchased this laptop at the Sony Style store HOPING to get good service and such, since it IS a large company that could accompany my needs. I know other stores like Anitec, NCIX, etc, they are really great stores too. I, personally, have shopped at those places also, and they are super friendly. I previously worked at Best Buy and I know how they only care about pushing the sales and basically, dumping the returns for the manufacture. But I was hoping for more at a specialized Sony Style store. I sent my laptop in on Wednesday, and they said that it won't be looked at until Friday, and be returned to me by Monday. First of all, why do they have so many laptop problems if i'm waiting 3 days to get mine looked at? But disregarding that, I got my laptop back on Friday which was ahead of schedule. Thanks for your inputs!
Twitchyzero: Yes, I believe they sold it to me as brand new... I did not look at the receipt yet, but if it does say "NEW" on it, then I will definitely have the front edge on this complaint. I couldn't demand a brand new one on the 2nd time around because they did not have anything left in British Columbia besides the other Open Box Laptop at Oakridge SonyStyle. I did go back to get my point across, but the assistant manager felt that it was something to joke about with the other employee when I was standing there furious as they reformatted my computer and basically showed the other rep how to tap the spacebar to open a setup screen. As he , the assistant manager, was tapping the keyboard, he said to the lieing rep " see? you tap it like this... kind of like how you tap your wife, he he he he". Is that really necessary to say in front of my dad and I? Thank you for your concerns though!
Syee: again. :P If you read my responses above, yes, I did ask for a new one, but this model is , I believe, discontinued? So they did not have any left. Your response is absolutely correct Syee. I've gone back to their store about...4 times. First time to ask why it has another persons file. Second time to return the Oakridge laptop and pick up the original one. Third time to send it off to manufacturer (Thank god the service place is in Vancouver or else I would have waited longer). Fourth time to pick it up. Right now its working well, although, since it is my first laptop, im not sure its suppose to be this laggy and slow. Other than that it's basically only the minor scratches and the fact that I had my RAM chip replaced. Thanks again for your help Syee!
***Update*** I just looked at my receipts and they don't say anything about the laptop being open box, nor refurbrished, it only gave the laptop name, and under it, it says : CUSTOMER SATISFACTION : -$151 which is basically the discount given on Boxing Day...
***Update 2*** I was just on the phone with the Manager and he said that I may be able to return the computer for store credit, or get an upgrade!!
Dragon-88
02-24-2009, 02:37 PM
Good luck with your arguments, i hope you win this one.. especially since it takes time out of you and your school work.
^ Thanks a lot, this computer has taken a LOT of time out of my school work... especially since its midterm season too!
Dragon-88
02-24-2009, 03:40 PM
^ Thanks a lot, this computer has taken a LOT of time out of my school work... especially since its midterm season too!
If your looking to purchase another notebook let me know, and I will be able to help you way better than any electronic retailer, plus i'm dell certified so i get better prices than dell.ca. If you still need repairs and sony wont help. gimme a pm and i can see what i can do for you.
^Wow! sounds good, I talked to the Manager, he said he would call today (probably not today) or tomorrow to see what options I have to choose. He suggested that I either get back store credit, or I can upgrade my laptop.... I wish I could receive Cash Back and buy a Dell or something... But I think thats a bit too far for my situation.
Soundy
02-24-2009, 08:53 PM
Sounds like it might just work out for you, R8... good stuff. BTW, no diss intended with the English comment, I understand what it's like when you're flustered and in a hurry and trying to bang out your thoughts. It was meant entirely as advice, that any letter of complaint should be as clear and well-worded as possible. Getting someone else to proofread is always a good idea.
IMHO, whether you got the laptop on sale is irrelevant: it was sold as "new" and what you got obviously wasn't new. That the model is no longer available is also irrelevant: unless it was sold as a "discontinued" product, they should be obligated to replace it with the next *equivalent* model. That means the same specs *or better*. There should be no scrimping or back-leveling on specs just because they don't have that model; that's not your problem.
Keep us posted on how it goes!
^ Thanks a lot Soundy! I will definately tell you how stuff goes. The manager is expected to call me tomorrow to notify me on my options that I could choose. If I do get the choice for an upgrade or a deal, how would you guys haggle? (Im only 18 so I don't know anything about asking for the best deal). I am looking at the Sony SR series, its valued at 1299.99... Any info on that laptop?
Um.. I probably wouldn't haggle. The manager is going to give you the best options he can do because his store/employee's messed up. I know the manager personally and that's the way he does things. I'm pretty sure if you haggle him, he'll take it as an insult.
Soundy
02-24-2009, 09:42 PM
Just like I said above: what you want, is the laptop you bought, brand-new - not used, not refurbished, but new. That's precisely what you're entitled to.
If he says they don't have and can't get that model, your "counter-offer" is the next model with *at least* the same specs. If he has to go to a higher model, that's his problem, not yours (ie. if you bought a 2.4GHz machine, and all he has is a 2.2 or a 2.6, you should be getting the 2.6).
Of course, some specs may not be as big a deal for you, so you don't have to be hard-assed on every minute detail. Just make sure what you're getting is "equivalent" to the one you thought you bought.
I believe this model is now discontinued (VGN-CR520D), they do have the new updated CS Series, but the specs are totally different...
Edit:
Which main specs should I be looking at? Processor? RAM? HD?
Do you think I would be able to upgrade my laptop if I paid a little bit more? Specifically the SR series?
joolee
02-25-2009, 12:09 AM
for me, i'd say ram and hd. glad to know something worked out for you. i don't see why you can't upgrade it if you're willing to fork out the money and they really did mess up big time.
i know this isn't really related to anything but i'd recommend FW or AW series, that's what i have and it's freakin` awesome!!!!
^Arn't they really heavy? I have to lug mine around school and SFU does not have the biggest desks in the lecture halls.... is it really good though cause I was deciding between the FW or SR series... AW is too big...
kanachan
02-25-2009, 12:43 AM
I hope the complaint ends in your favour.
As a tip from a Vaio user (I use it as a back up), be aware of future misfortunes.
I also have a discontinued Vaio which is currently 2+ yrs old. Since it was bestowed on me in 2006 (also a gift from my parents), I've had everything go wrong with it. Blue screen of death, corrupt system files etc. As of now, my wireless has completely fried itself to the point where I've had it checked by a computer tech 2x, Telus service provider (those wireless guys who come and help you out) and a variety of friends. So now this Vaio is rendered internet useless unless it's on a local connection.
Other things have also been a pain to deal with, but I have learned a valuable lesson from the experience. Don't buy electronics without a knowledgeable friend, and don't let your parents do it for you unless they're well informed in the field of purchase :)
joolee
02-25-2009, 03:59 AM
^Arn't they really heavy? I have to lug mine around school and SFU does not have the biggest desks in the lecture halls.... is it really good though cause I was deciding between the FW or SR series... AW is too big...
it's not heavy at all!! i use the P series for school now since it's freakin` tiny and cute. :haha:
well, between FW and SR, i'd say.. FW!!! you won't regret it unless they give you a crappy one again. i never had a single problem with any of mine and i've had it for quite a while. plus i test out everything to see if anything is wrong
Manager said that he will call me back either yesterday, or today.... its already 2:00 PM and still no call.... mall closes at 9:00 PM... should I call him back? or should I wait more?
skyxx
02-25-2009, 01:47 PM
^ Call him, :)
Dragon-88
02-25-2009, 03:34 PM
Manager said that he will call me back either yesterday, or today.... its already 2:00 PM and still no call.... mall closes at 9:00 PM... should I call him back? or should I wait more?
Make the call, and there is nothing wrong with haggling. In fact you have to right to since you put all your time and effort and yet still have to get back to the manager really sucks. If I were the manager I wouldnt feel insulted because someone wants a cheaper price since we caused the problem... Remember if the computer is not on sale theres more room to haggle...
Hell I get haggled from people all the time, when i do my dell quotes, and they are like $50+ cheaper than the retail site, they still ask me for a better deal.. WTF not cheap enough...
Should I actually call him? My parents said that I should call tomorrow and perhaps use how "he didn't call yesterday" as a leeway to our conversation... no?
Should I actually call him? My parents said that I should call tomorrow and perhaps use how "he didn't call yesterday" as a leeway to our conversation... no?
If you need it now, call him now. If you can wait, just call him tomorrow.
If it were me, I'd just wait, but that's because I'm patient. Then I'd turn around and use that against them, telling them that they broke another promise and guilt trip them...but then, I'm just evil like that. :D
If you do call tomorrow, you should make it a point to let them know how frustrating this experience has been. Let them know that the sale of used or open box goods, to the handling of being sent to multiple stores, to the poor customer contact isn't renewing your faith in Sony (both as a company and personal customer service).
Also, do some homework, and figure out what you want and if it's an upgrade, how much you're willing to pay for it. Go in store and talk to them so they can't evade you and tell them what you want and negotiate something with them and don't leave until you get what you want. Get it settled once and for all right then and there so you never have to wait for someone's call or take something back. Also, don't forget to open it in store and inspect the contents before leaving. :)
PsycHo_DraGoN69
02-25-2009, 04:44 PM
if being in retail has taught me anything at all its:
1. the biggest dicks get the best deal
- those that demand the "posted price" even though it was clearly an accident. there are some 'good' customers who understand it, and let it go and still be happy about their day.
- the customers who barge in while you're clearly helping another customer DEMANDING proper service from you and all you can do is ask the customer you're helping "is it okay if i help them first?" (and generally the customer you're helping understands the annoyance of the other customer)
2. the bigger the scene, the more likely you'll get what you want
- threaten to take things up to a higher level, the district manager perhaps claiming to the STORE manager that "i was misinformed and i do NOT appreciate my father being scammed out of his money because YOUR associate told him it was brand new"
Soundy
02-25-2009, 04:50 PM
Agree with syee, I'd wait until tomorrow, and then call first thing when they open in the morning. If you call last-minute today, they can use the old "I was just about to call you"... if you wait until morning, you've given them every chance to make good, and that's just another piece of ammo for you.
Haha wow, i'm learning so much from this thread hahaha. I will probably be calling tomorrow morning 30 minutes into opening. Should the manager be there when the store opens till close? I know some places the manager has certain shifts as well...
typical sony. :p I had 5~6 sony laptops in my life and they all had problem sooner of later. Keep telling myself not to buy any more sony laptop, but their design always draws my attention.
keep my finger crossed for my UX. :p
But is it really that busy at a SonyStyle store on a Wednesday? I would have thought that the Store Manager would consider this a priority complaint but seems to have forgotten it? Sigh... This is the reason why I should get a Dell...
Soundy
02-25-2009, 06:06 PM
I woulda got my kid a Dell for going to UVic last fall... went through the whole online build-your-machine thing... added the four-year next-day on-site warranty thing... signed up for their financing...
Found out three days before he left that they lost the order. Ended up making a trip that night to Best Buy, where he picked a 16" VAIO.
Stupid Dell.
.Renn.Sport
02-25-2009, 06:18 PM
I gotten my SZ at SonyStyle a few years back, I had no problems with it until now and found out they threw in Sony Care in for me without knowing. Sony's extend warranty is actually really good. they have been very prompt at the coquitlam depot. Mine has been having a lot of problems recently (first shipment of sony SZ which is like 3 yrs old) they have been trying to fix the notebook, but it just keep dying in a few days after it was fixed. Sony also replaced 3 batteries for me so far. They are gonna replace me with a brand new Sony Z finally.
I would still buy another Sony and get their extended warranty.
But is it really that busy at a SonyStyle store on a Wednesday? I would have thought that the Store Manager would consider this a priority complaint but seems to have forgotten it? Sigh... This is the reason why I should get a Dell...
They more than likely forgot, or the manager you spoke to isn't there today. Hundreds of customers and browsers go in and out of their stores. I could probably see how they might have forgotten about you. That's why I suggested walking in and doing it right then and there. They can't blow you off and say they'll get back to you or tell you to wait.
If you do decide to go in though, I'd suggest researching what you want first. If you're like me, buying on impulse is always a bad decision, and you'll end up regretting what you get (again).
If they don't budge and make you pay full retail (and you're willing to pay it to get it over and done with), at least try to hit them up for accessories or the extended warranty. Those items are high profit and low cost items for them and they're probably more than willing to throw those in than give you the laptop below their invoice cost.
Just remember to really let them know what a hassle this has been and an inconvenience for you, as well as letting them know that you don't really have much faith in Sony but you're willing to give them a chance to make it right.
On the flip side, I'm sure these are one off events. Every company (Sony, Dell, IBM/Lenovo, HP, etc) are going to have technical and support issues. These things are mass produced and probably aren't as rigorously tested as say their high end models. As long as a company stands by their product, there's not much more you can ask for. Hopefully they make things right for you and sort things out and can reverse your current opinion of their company.
As for making a scene, I guess you can try it. Just make sure you never ever set foot in the store again. You can be sure that if you pitch a fit and cause a scene, you'll probably be shit listed at the store, and you may not get what you want in the end anyways. I'd rather take the pleasant but direct/firm approach. Let them know you're willing to work with them to make things right but you want things to be corrected before you leave the store.
Eclypz
02-25-2009, 07:10 PM
wow...you're more patient than I am....
Given your situation, I wouldn't even consider "store credit" an option.
They sold you something as NEW, which clearly wasn't, and in my books, that's unacceptable.
I would demand a full refund, or comparable BRAND NEW model at no extra cost.
but if your happy with store credit as an option, that's ok, i guess....No offenses, but I'm glad I'm not in your shoes...lol
Good luck!
Thanks guys, I will be going to give the manager a call tomorrow and ask what the current situation is. I will hopefully go down to the store after the call to settle things....Hopefully, if things go well, I will be able to get something better out of this. I've researched it and some of the Sony's don't have the same specs. Same specs or not same specs, I will probably pay more to upgrade to a brand new SR series (I've heard of REALLY good reviews on this laptop, and have personally used some of my friends to try out... I originally wanted to buy it). Sorry Banana_girl, im not going to get the FW because I think it may be too hard to lug around SFU...
Thanks for all your considerations!
PsycHo_DraGoN69
02-25-2009, 09:33 PM
best of luck to you. i agree with Eclypz though. don't "settle" get more out of them, they scammed your family and you so many times selling you "brand new" laptops. it's pretty unacceptable for a business to run like that.
Haha... I'm not that type of person who would "settle" things... I usually forgive and move on... By the way, if im purchasing a new SR series, would I still need to open it and take a look? Should I ask for some sort of "free" case? or accessory?
PsycHo_DraGoN69
02-25-2009, 10:13 PM
Haha... I'm not that type of person who would "settle" things... I usually forgive and move on... By the way, if im purchasing a new SR series, would I still need to open it and take a look? Should I ask for some sort of "free" case? or accessory?
well if they're upgrading your laptop with better specs, i'd probably just leave it.
but i would def open the box in front of them just to double check everything
joolee
02-25-2009, 10:34 PM
Haha... I'm not that type of person who would "settle" things... I usually forgive and move on... By the way, if im purchasing a new SR series, would I still need to open it and take a look? Should I ask for some sort of "free" case? or accessory?
YES!!! even if it's new, check if everything is in the box and test everything out to make sure. better safe than sorry. also, let them know that you will be coming back if something is wrong - again.
Okay! Thanks for all your help people! I will be calling in tomorrow to the manager to see if he ACTUALLY remembers my complaint. Other than that, I will also bring my craptop down there as well to see what kind of solutions he gives me.
Dragon-88
02-26-2009, 09:37 AM
Update???
Haha... I'm not that type of person who would "settle" things... I usually forgive and move on... By the way, if im purchasing a new SR series, would I still need to open it and take a look? Should I ask for some sort of "free" case? or accessory?
Definitely open the packaging in the store. Even if it's sealed, etc, open it and make sure you check it for any defects (cosmetic) and make sure it powers up and is a clean system. The manager shouldn't have any problem with you doing that seeing your previous experience. Just don't be an ass about it and open up 3 or 4 different computers before deciding on one.
Like I had mentioned earlier, you can try hit them up for accessories. I guess it really depends on what kind of deal they're giving you. If he's selling it to you at cost, then I wouldn't push it. I'd take it and leave and be happy I got an upgrade at a discount. However, if you're paying full retail, then try to squeeze as much out of them as possible and go aim for the warranty or accessories. Remember that you've been inconvenienced by them and this is their opportunity to make it right.
I just called, The only thing he can give me, is either my credit back, or allow me to upgrade to another computer. If I upgrade to the SR series, he said that he is only allowed to take 50$ off of the price of 1299.99, so basically, I pay 1250 + tax. He said those are the only offers that stand.
I am so pissed right now... I am hell, not going to pay 560$ for an upgrade to the SR series from this laptop, I might as well buy a fucking Acer or Asus laptop with that money. For FUCKS sake.
I also asked about the $899 FW series thats selling at Future Shop right now, he said that they are already sold out and the nearest store that carries it only has 1 left, and that is the Victoria Island one and it might be a display model.
FUCK THIS IS RETARDED.
I just called, The only thing he can give me, is either my credit back, or allow me to upgrade to another computer. If I upgrade to the SR series, he said that he is only allowed to take 50$ off of the price of 1299.99, so basically, I pay 1250 + tax. He said those are the only offers that stand.
I am so pissed right now... I am hell, not going to pay 560$ for an upgrade to the SR series from this laptop, I might as well buy a fucking Acer or Asus laptop with that money. For FUCKS sake.
I also asked about the $899 FW series thats selling at Future Shop right now, he said that they are already sold out and the nearest store that carries it only has 1 left, and that is the Victoria Island one and it might be a display model.
FUCK THIS IS RETARDED.
Doesn't seem like they want to do much for you.
How badly do you want a Sony? If you're being jerked around like that, and you don't mind the hassle of setting up another PC, just go get a refund and be done with it.
Personally, I don't think it's worth any more of your time and effort. If you're happy with what you got, minus the minor cosmetic damage, just keep the laptop, and send a nasty letter to corporate. Explain everything in a letter like Soundy had mentioned, and leave it at that. If Sony corporate values their customers they'll do something about it. If they don't do anything (or even acknowledge your situation) then you have a pretty good idea of how they treat their customers and know never to buy from them again.
If you're not happy with the laptop at all, give them back their machine and get ALL your money back and go buy a laptop elsewhere.
Thats what I want to do. But the only money I get is a STORE CREDIT, so it basically corners me to either, using it at SONY or selling it for less cash.... which i DO not want..... Right now, I am already determined to writing a letter of complaint and posting it on laptop forums etc, and also sending it into the district manager and also the head office. I do not expect such nonsense from such a high quality store. How badly do I want a Sony? Not that badly anymore after this experience.
Thats what I want to do. But the only money I get is a STORE CREDIT, so it basically corners me to either, using it at SONY or selling it for less cash.... which i DO not want..... Right now, I am already determined to writing a letter of complaint and posting it on laptop forums etc, and also sending it into the district manager and also the head office. I do not expect such nonsense from such a high quality store. How badly do I want a Sony? Not that badly anymore after this experience.
Argue with them and tell them you want cash. Tell them you have no faith in Sony and don't plan to buy another Sony product, hence the store credit is of no use to you. Drive that point across to them that you've been treated like shit throughout the whole ordeal.
In the worst case that they don't offer you cash, you could always try sell the store credit to someone, but you'll probably take a loss on it.
PsycHo_DraGoN69
02-26-2009, 11:36 AM
aw dude that's harsh. like i said earlier, the bigger the deal you make. the better service that you will likely receive.
but if you get store credit, you can also use it towards a ps3? tv (they have some really nice tvs)? cameras? nothing says you have to use it towards a laptop again.
just buy a cheaper dell for a fraction of the price.
keep us updated dude
Well, my dad said its better to purchase warranty for 5 years, instead of paying for 560$ more for a new laptop.... So I called him to see how much the warranty is and possibly ask for a discount on that.... I called at 12:03 and he said that he is with a customer and that he will call me back.... It's already been 40 minutes, and still no call.....
I have also considered taking the store credit and buying a camera but, its a 840$ store credit, so I will still have a remainder.... =/ I have REALLY wanted to purchase a dell laptop too...
PsycHo_DraGoN69
02-26-2009, 01:03 PM
buy a new tv dude or just a ps3 + camera or something
i honestly think 840 for a laptop is too much. you can pretty much buy 2 dell laptops at that price if you aren't obsessed with looks and crap
(but if you're using it for school then whatever right?)
if you get store credit will they add $50 to it? LOL
He just called me, 4 hours later.... is that how Managers act? He didn't really have an excuse for taking 4 hours.... anyways, should I take the store credit? Should I keep my laptop? It doesn't seem like I have anther option... I would like to purchase another brand, specifically Dell. But I really need my laptop ASAP shipped... which would probably be 2 weeks time....which is not fast enough.... any opinions?
Good luck with Dell too. :p
They messed up one of my order before forgetting to deduct a discount advertised on their website. Never realized until item arrived. Called them and they admitted the mistake. But told me "Sorry! but we can not return your money. Can I offer you a free mouse pad instead?". I was like "WTF?" You admitted it's your mistake but you can't not return me the money?"
It was only a small accessories with few bucks, but that made me stop looking at Dell altogether.
.Renn.Sport
02-26-2009, 03:40 PM
buy a new tv dude or just a ps3 + camera or something
i honestly think 840 for a laptop is too much. you can pretty much buy 2 dell laptops at that price if you aren't obsessed with looks and crap
(but if you're using it for school then whatever right?)
if you get store credit will they add $50 to it? LOL
$840 for a laptop is too much?
:rolleyes:
^I actually think $840 is too little for a laptop...
PsycHo_DraGoN69
02-26-2009, 04:16 PM
$840 for a laptop is too much?
:rolleyes:
it is if it's just for school...
you're paying 3k+ for tuition + books, why spend another 1k or 2k(in terms of a macbook) for a not-always-need-but-helpful laptop??
if all you need is to run basic functions of word + occasional messenger program and web browsing, then why do you need top of the line everything in your laptop?
and wow are you guys like made of money or something? o.O"
I am not made of money, but I would have bought the 1299.99 laptop... since its more reliable and lighter for school.... But saving money now is good :P
Ikkaku
02-26-2009, 05:12 PM
yes, apparently .renn.sport is made of money, didn't you know?
for a pretty good laptop, 1300 isn't THAT much. It does hurt the wallet, but if its a good and reliable laptop, imo it's worth it.
Have to remember the SR-series he's looking at isn't a bottom end laptop like a acer travelmate or inspirons
Dragon-88
02-27-2009, 10:47 AM
Good luck with Dell too. :p
They messed up one of my order before forgetting to deduct a discount advertised on their website. Never realized until item arrived. Called them and they admitted the mistake. But told me "Sorry! but we can not return your money. Can I offer you a free mouse pad instead?". I was like "WTF?" You admitted it's your mistake but you can't not return me the money?"
It was only a small accessories with few bucks, but that made me stop looking at Dell altogether.
Dell direct never gives you support. Deal with dell authorized resellers, no mistakes ever...Plus they have acctual reps only they deal with... The worst that could happen is you get a delay in shipping cause of stock in parts....
If you order online there could always be a web error. Back when they had dell deals there was a 23" Monitor for $169.99. Mistake made by marketing but still had to authorize those who bought them @ that price... We got 30 of them.. LOL...
I guess you just had back luck..
Plus if you didnt know dell authorized resellers sometimes get better prices than dell.ca depending if its on sale or not from the website.
Update: I just got the blue screen......even after my repairs... FML man, don't buy from Sony...
.Renn.Sport
03-11-2009, 10:20 PM
my Sony Z replacement is working great :D
^yiu...i guess im 黑子... :(... Give me your Z!!!!
I will be going back to them to demand a refund/credit back... then I am gonna buy another laptop... I can't take it anymore...
azzurro32
03-16-2009, 11:48 AM
just go in there and demand a full refund so you can go to futureshop (just say that) to buy a laptop. if they give you store credit politely tell the manager to pass you the phone so you can dial head office as you wish to log a complaint.
^I've already returned my laptop. I got a full store credit of $844.43 on a gift card. A day after, I sold my gift card on craigslist for 760$...... Now I don't need to deal with them at all!
^I've already returned my laptop. I got a full store credit of $844.43 on a gift card. A day after, I sold my gift card on craigslist for 760$...... Now I don't need to deal with them at all!
Wow...that totally sucks...you lost a bit of money and a lot of time on this. Too bad they couldn't do anything for you.
Like you said, you've washed your hands clean of this. Hopefully this time around, your experiences will be better. Good luck!
Mancini
03-16-2009, 02:46 PM
buy a new tv dude or just a ps3 + camera or something
i honestly think 840 for a laptop is too much. you can pretty much buy 2 dell laptops at that price if you aren't obsessed with looks and crap
(but if you're using it for school then whatever right?)
if you get store credit will they add $50 to it? LOL
Yeah, good luck with Dell. I'm posting from my Dell laptop, which is failing for the third time. My friend's Dell just failed for the 4th time.
Dell laptops in my experience have been pretty decent. I had an Inspiron way back in the day and it worked pretty well for me.
IBM (which is now Lenovo) are pretty good too. Styling might be a bit plain for some, but build quality is great. I've had my T42 for almost 4 years now and it's still chugging along strong. The 9 cell battery still gives me 4 full working hours of charge as well.
Lower end HP's I would stay well away from. They're definitely budget and not the greatest build quality.
Like I've mentioned earlier though, every manufacturer is going to have a bad machine every so often. It's how well they treat you and resolve your issue that makes the difference. Having hardware issues and getting an RMA isn't a big deal to me - getting the run around and not backing up their product pisses me off to no end.
Dragon-88
03-16-2009, 03:15 PM
Yeah, good luck with Dell. I'm posting from my Dell laptop, which is failing for the third time. My friend's Dell just failed for the 4th time.
You do have to read up on your dells. Some batches have common problems and are under extended warranty if you do a little bit of searching.... I have sold plenty of dells and never had a issue with hardware or software...
Mancini
03-16-2009, 07:53 PM
You do have to read up on your dells. Some batches have common problems and are under extended warranty if you do a little bit of searching.... I have sold plenty of dells and never had a issue with hardware or software...
I've heard great things about the older ones. My brother's had several over many years and had great experiences. My more recent experience has been less than stellar. I wouldn't write off their whole product line just on an experience with one model, but it has been troublesome.
I have to laugh at the phone techs. I had a fan fail and it was making a grinding noise. When I described it to the tech he said he would need to reflash the bios. Riiiight. I understand that they need to check off their troubleshooting list, but seriously.
On the other hand their Canadian service division is stellar. I sent the computer to an Ontario repair depot, at Dell's cost, and they had it back in my hands in under 48 hours.
Dragon-88
03-17-2009, 09:09 AM
I've heard great things about the older ones. My brother's had several over many years and had great experiences. My more recent experience has been less than stellar. I wouldn't write off their whole product line just on an experience with one model, but it has been troublesome.
I have to laugh at the phone techs. I had a fan fail and it was making a grinding noise. When I described it to the tech he said he would need to reflash the bios. Riiiight. I understand that they need to check off their troubleshooting list, but seriously.
On the other hand their Canadian service division is stellar. I sent the computer to an Ontario repair depot, at Dell's cost, and they had it back in my hands in under 48 hours.
Yeah dell warranty is really good.. aslong as your under warranty you get your parts next day 9am.. I do all my warranties online, and usually receive a email within 30 mins... I hate talking to tech yet alone any phone system with a bunch of extensions... They are very precise though on warranty they want to know the exact problem, sometimes they ask me to test a fan like wtf just send me a new one its making noise... all in all i like dells warranty but i still rather build my own white box... less chance for hard ware failure..
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