Sony refusing re-fund!!!

DanWarbo

My fiancee,recently purchased a Sony Viao laptop from Sony website.Having been initially happy with it,it started to freeze up,the mouse pad begun playing about and other various problems.
She tried contacting Sony before the 30 day money back guarantee,but eventually got a response 31 days after purchase.They made a note and asked her to contact"Tech Support".
After at least 10 phone conversations,numerous hours having online support to resolve the problems,and weeks of having waiting for reply phone calls...nothing!!
An e-mail has been sent demanding a refund and Sony replied that no refund can happen and all repairs we have to pay for.How can this be possible if we have a warranty,was 1 day late for the no quibble return policy and her work as a student has suffered because she cannot do her coursework due to a faulty computer.Ps...computer was bought on her debit card in September.HELP PLEASE!!!!:(

dalesrider

DanWarbo wrote: »

She tried contacting Sony before the 30 day money back guarantee,but eventually got a response 31 days after purchase.

.Ps...computer was bought on her debit card in September.HELP PLEASE!!!!:(

Has she got proof of contact before the 30 days. Email as such.

As to debit card. Than as it was fine at the start. There are no chargback rights for faults devolping afterwards.

DanWarbo

They wouldnt answer the phone,but did on the 31st day after purchase.We didnt email because thought it was easier to ring...They would say we will call back and after a week we would have to chase them back up again.Surely 1 day after 30 day return is good enough.Its through no fault of our own that they didnt answer the phone.What about consumer rights....a laptop should work perfect for longer than 20 odd days!!!!!

wealdroam

I don't understand why Sony are saying "all repairs we have to pay for".

Have you damaged the thing?

Have Sony inspected it?

Did you buy direct from Sony?
Or via a Sony Store?

Can you please provide a link to the website you purchased from?
OK, you won't be able to post a real link, but just be a bit inventive, leave off the http and the www.

fozmcfc

Although you may want a refund, they don't have to offer it, unless there is proof this was requested before the 30 days.

It may be worth them having a chance to look at repairing it, as it is still under warranty. Unless it is found to be uncovered by the warranty, such as a virus/spyware/general user loaded bad software on the machine, then all costs should be met by them.

If they were happy with the laptop, before the problem, then it is a good solution.

If you are thinking about a refund to get the money to buy another laptop ASAP, it could well take longer to process the refund then fixing the laptop and returning it.

DanWarbo

It was purchased direct from Sony website online.No inspection has taken place as only wanted a refund.It is in perfect condition apart from the freezing,mouse problems,liability to losing work before it can be saved because it flies off onto another page.Its just not on when you pay over £550.They should be kind enough to re-fund.Thats all we want now......

bris

On Sony.co.uk I can't find anything about returns in 30 days, the T&C's clearly state 7 days which are the UK's DSR rights.
The rights for faulty products are vague to say the least but they do say you have your statutory rights, it does also state there is a standard 2 year warranty.
There are lots of unofficial sony sites though so this may be why you are having a hard time.

prowla

Sony tried to renege on a warranty with me some years back; since then I've tried to avoid Sony products as a rule.

DanWarbo

On sony official store...top of google...if you scroll to bottom of first page,there is section thats headed by "why personalise" and on the right it says 30 day money back guarantee

wealdroam

DanWarbo wrote: »

On sony official store...top of google...if you scroll to bottom of first page,there is section thats headed by "why personalise" and on the right it says 30 day money back guarantee

OK, I'll ask again...

wealdroam wrote: »

Can you please provide a link to the website you purchased from?
You won't be able to post a real link, but just be a bit inventive, leave off the http and the www.

Clearly this is important as Bris has told us there is nothing about "returns in 30 days" on the Sony UK website.

And I still don't understand why Sony are saying "all repairs we have to pay for".
Any ideas?

real1314

DanWarbo wrote: »

They wouldnt answer the phone,but did on the 31st day after purchase.We didnt email because thought it was easier to ring...They would say we will call back and after a week we would have to chase them back up again.Surely 1 day after 30 day return is good enough.Its through no fault of our own that they didnt answer the phone.What about consumer rights....a laptop should work perfect for longer than 20 odd days!!!!!

This reads as though you think they deliberately didn't answer until the 31st day.
And with no prior experience of Sony service, why would you assume that an email would result in them saying they would call you back? :cool: