Complaints Department - does one exist?

[Betty99]

Hi

I'm new to this forum and to be honest I'm hoping that this last port of call will actually get me somewhere.

I bought a Sony Vaio laptop in August this year. After a couple of weeks it stopped working and I contacted customer services several times.  After a lot of phone calls it was agreed that the laptop was faulty and would be collected and returned.

The laptop was collected and I was told that they would look at giving me a replacement.  This was then agreed.

I was promised a replacement and after several more phone calls I was finally told that there would not be a replacement sent out so I decided to go for a refund instead.

Since then I have lost count of the number of phone calls I have made to the Customer Service number, I have been promised a refund over and over again and it is now the end of November and there is still no refund.

I have no laptop and am out the best part of £500 and I cannot get any help or support from anyone at all.

I am now desperately trying to get hold of someone in customer service who can actually process my refund and not just tell me over and over again that they will do.

I hope that someone on this forum can help me once and for all.

Thank you

[jumpsuit]

Hi Betty99

Sorry to hear you've had some trouble with your Vaio.

I've escalated this for you,  hopefuly someone may be able to help or look into it more for you.

[Betty99]

Thank you for that,

Any idea how long it will take as I've had it escalated before and spoken to a supervisor who promised to call me back and that was at the beginning of October.

I just don't get it, they've got the laptop and my money - all I want is the money back into my account 😞

[jumpsuit]

Hi again

Have you had any contact with Sony?

[Thalamus.]

Hi Betty99,

we have been advised that Sony support have emailed you on numerous occasions but as yet have not received a reply..:smileyconfused:

Could you confirm wether you have received the emails from Sony support please.?