Sony Support are the BEST

[EvoEndZ]

Hello Everyone

I had to tell you all about a dealing with Sony UK Support.

I have a S series Vaio which developed the dreaded Motherboard Graphics problem (the motherboard needs to be replaced).
See http://www.club-vaio.com/clubvaio/mvnforum/viewthread?thread=33324

After I found out what the problem was, I realised it was documented on the US Site.
I phoned Sony and they wanted £500 to replace the motherboard, with that I was a bit annoyed and the Vaio now well out of warranty.

A few days later I phoned Sony again to ask what they do not do anything about these bad design problems.

I was just about to start ranting about the fault, when the support operator said if you get the laptop to us we can have a look at it, I said yes I know you will and charge me £500, no he said we will do it for free, we will do it under warranty, I was amazed (the warrenty ran out ages ago).

The Vaio was picked up the next day, in France the day after (you can track where it is and what is being done to it), the motherboard has now been changed with a new years warranty.

I have never had such good dealings with a support company, and would just like to say well done to Sony.

If you look at my original post you can see the date when I did not even know what the problem was, It was 8 yes eight days ago, I now have the Vaio back from Sony, Amazing

Also to add do not leave you hanging on the phones for age like some campanies (Dell).

[Thalamus.]

That's excellent news EvoEndZ and what a change to read positive Sony support comments..

Well done Sony UK Support...:smileyapplause:

[William]

I guess WELL DONE is in order but sadly I am very sceptical of the whole post, so I will apologise now.

You joined at least three Forums on May 22nd because you experienced this problem and posted identical threads ,you then successfully identified this problem, presumably from advice in the Forums. Then contacted Sony, then on your own admission left it a "few days" before phoning Sony back, yet you already have it back and repaired?

No Charge?
Overall Timescale (Including "leaving it a few days" & UK Bank Holiday)?
Quick Turnaround by Sony?
Lightning Phone Support?

If it is indeed true then Sony are not to be applauded, that is very TWO FACED and smacks of double standards. And no, before you say it I am not jealous I honestly think its disgusting of Sony, unless they are already processing refunds to others who paid for this repair.

What about other models (and they are numerous) that suffer with the memory slot problems just out of warranty?

How many people have either scrapped their machines or paid for this repair out of warranty?

In many ways dual standards are worse that a black & white cut off when the warranty expires, at least that is consistent.

From the widespread exposure of this success story I sincerely hope that Sony will be inundated by Vaio owners who paid for this work out of warranty:

POST 2

POST 3

[EvoEndZ]

Hi again
Not too sure what you meant by
"Then on your own admission left it a "few days" before phoning Sony back, yet you already have it back and repaired".

Yes it was over a bank-holiday weekend as well, they picked it up last Thursday and delivered yesterday (infact 6 days, for repair and delivery).

And they picked it up from my house and packaged it up (Well DHL did).

[jumpsuit]

Fantastic bit of detective work William!

If the story is true I am really happy for EvoEndz, if not I won't be too surprised.

[William]

QUESTION

Hi again
Not too sure what you meant by
"Then on your own admission left it a "few days" before phoning Sony back, yet you already have it back and repaired".

ANSWER

I phoned Sony and they wanted £500 to replace the motherboard, with that I was a bit annoyed and the Vaio now well out of warranty.

 A few days later I phoned Sony again to ask what they do not do anything about these bad design problems.

In future, if anyone posts on this Forum about a "common" and "known" model specific machine failure out of warranty, I will happily point them to this post and strongly suggest they politely demand identical treatment.and enclose a copy of your post if they meet with any resistance.

Despite that, I do remain very sceptical and if true, feel very sorry for those who have already undoubtedly paid large sums of money for out of warranty work on "known" problems.

Do you by any chance work for a very large Japanese manufacturer of high end consumer electronics products?

You appeared on three (or more) Forums just over a week ago (22nd May) with a perplexing OUT OF WARRANTY problem regarding a Vaio, identified the problem, contacted Sony who mentioned £500, QUOTE "left it a few days" before contacting Sony again, they offer to fix it FOC and finally your laptop returns repaired on 31st May.

CUSTOMER RELATIONS EXERCISE?

IMHO (In My HUMBLE Opinion)

[Thalamus.]

LOL William PI

[kee-lo_]

Nice to see topics like this than are usual "Sony Support ARE THE WORST"

Thanks for the feedback and I am sure Adam will be happy too

[EvoEndZ]

Hi again

Right, I Phoned Sony on the 23rd, 2 days later (A few days later ) the 25th I phoned Sony again to question them about not fixing these occuring faults.

The Laptop was picked up the next day (Fridaythe 26th).

Hope that clears that up.

Just to add Sony have just phoned me to make sure everything was OK.

[kee-lo_]

I just hope that if anything went wrong with my out of warranty VAIO they'd help me out as much as they've helped you.

Touch wood I never need to, because it seems to be very unfair that one guy gets an FOC repair on a VAIO yet someone else has to fork out £500