Sony Vaio complaint

[R8]

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 So i got really mad, I called up a service guy from Sony and I opened my computer, it said that my vista key was outdated?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

[John]

If you are looking for compensation, it helps to add names, dates, invoice numbers and repair order numbers, and photos of the damage.

[joolee]

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]

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.

[syee]

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)

[JKam]

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]

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]

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.

[syee]

Originally Posted by twitchyzero

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.

[R8]

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]

Good luck with your arguments, i hope you win this one.. especially since it takes time out of you and your school work.

[R8]

^ Thanks a lot, this computer has taken a LOT of time out of my school work... especially since its midterm season too!

[Dragon-88]

Originally Posted by R8

^ 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.

[R8]

^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]

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!

[R8]

^ 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?

[JKam]

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]

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.

[R8]

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]

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!!!!

[R8]

^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]

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]

Originally Posted by R8

^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.

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

[R8]

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]

^ Call him,