Is Sony Vaio customer service UK always so Bad?
On the 25/10/12 I emailed Sony vaio support about a problem with my laptop palm rest, I stated that it was peeling up around the edges of the laptop. I received a swift response on the 26/10/12 acknowledging the issue and asking me to reply with photographic evidence highlighting the exact issue. This email was sent by Sony employee Mohamed Badr, I responded immediately eagerly expecting a response. I have however received no further response from Mohamed Badr or from any other Sony employee in response to my issue. I waited a few days and emailed back again stating that I have not yet received a response, I then waited a few more days and by this time it had been well over a week since first contact. I was extremely frustrated by this and decided to contact Sony Vaio support by phone on the 8/11/12, I waited around 10 minutes to be put through to someone who I again outlined the issue to, he was not particularly helpful and when I told him my laptop serial number, he stated that it belonged to someone that I have never heard of with an email address that I have never heard of. I registered my laptop when I received it and so I was shocked to hear that someone else has already registered the serial code, upon hearing this I checked my list of Sony products online and found that my laptop was no longer in the list. I am extremely angry to hear that someone else has managed to register my serial code, due to the nature of my work I made it vital that nobody else had access to the laptop serial code, the only other possibility is that they managed to guess the code which I believe is extremely unlikely or that they managed to access the code through Sony somehow. This is a fraudulent registration of a product that they do not own! Furthermore, when stating that I have had no response to my initial issue, he didn't have an answer and merely stated that I should email again even though I have done so twice, I then requested to find out more information regarding the emails, he then however stated that his system terminal had crashed and that I would have to wait 30 minutes to continue, the phone number is a premium rate line so I inquired if I could receive a call back to which he responded no. I therefore decided to end the call as I was not willing to wait this long. Upon checking my phone bill I have been charged £6.28 for a 15 minute call, I am not willing to spend this amount of money for a sub standard service. As a result I am writing this post to voice my extreme displeasure when dealing with Sony Support, I expect a company of Sony's calibre to look after their customers, considering I spent a great amount of money purchasing my Sony Vaio. It has been two weeks since I first contacted Sony Vaio Support and the issue regarding my laptop is still unresolved. Furthermore I am still greatly concerned about the registration of my product by someone else and are unhappy in the way in which I have been treated by Sony Vaio Support. I want an explanation as to why I have been treated in this sub standard manner!
I believe that the reason for the palm rest peeling up is due to the heat of the laptop, it has an i7 CPU and I believe that the heat from this has melted the glue under the palm rest causing it to peel up, after conducting research I can see that this is not an isolated incident and that the problem is that the laptop gets too hot causing it to peel. I do not think that replacing the palm rest would resolve the issue as it would happen again due to the heat of the CPU. The product is still in warranty and so Sony has to repair it!
I have emailed two more times since and have still not had a response!
Also, my brother has recently purchased a Vaio on my recommendation and I am starting to regret my decision!
I Just feel really let down by Sony!
Anyone else have such bad service with Sony?
