SONY Customer Service

CalvadosJnr

ok ... my laptop failed and the keys wouldnt work on the keyboard so i phoned sony, the very next day my laptop was collected they've had the laptop since the 5th of may, and phoned about 2 weeks ago to ask me if id rather have a new laptop than my old one back .... of course i said id have the new one

BUT IT STILL HASNT TURNED UP !

is there anything i can do either to 1. Speed them up or 2. Get some more free stuff from them ?

2 MONTHS without a laptop im really angry because i need it for work .... as i design web pages and have had to work on PC which is a pain in the !!! to say the least when i have clients i need to demo things to

Regards
John

superscaper

Well to speed them up you could threaten to go to small claims court, there's specific provisions in the law for repair or replacement to only take a reasonable amount of time. I think it is under the Sale of Goods Act or one of its additions.

Blacksheep1979

yes but the sale of goods act is with the seller not the manufacturer.

superscaper

Blacksheep1979 wrote: »

yes but the sale of goods act is with the seller not the manufacturer.

I was referring to the part about whoever is repairing it. Doesn't matter if it's being repaired or replaced under manufacturer warranty. At least that's what I understood.

Butlers1982

When did you last speak to them?

You need to find out what is going on before you do anything, ring them and ask them to explain where they are at.

Only then can you decide what to do next.

Ring them and ask-then let us know

superscaper

Just looked it up, the law covering repair under a guarantee or warranty (whether manufacturer or retailer is irrelevant) is Sale and Supply of Goods to Consumers Regulations 2002.

Blacksheep1979

its not - the contract that refers to is between buyer and seller. The replacement the op is talking about (unless Sony are the seller which I doubt) would be the manufacturers waranty which would be simply contract law ie buy this product and we will sort anything out in the first x years.

superscaper

Blacksheep1979 wrote: »

its not - the contract that refers to is between buyer and seller. The replacement the op is talking about (unless Sony are the seller which I doubt) would be the manufacturers waranty which would be simply contract law ie buy this product and we will sort anything out in the first x years.

Section 15 of the law I stated above applies to guarantees and warranties and includes those offered by manufacturers.

Blacksheep1979

hmmm am still dubious as nowhere in that section does it mention resonable time. Although I do agree it should be done in a reasonable time.

CalvadosJnr

Butlers1982 wrote: »

When did you last speak to them?

You need to find out what is going on before you do anything, ring them and ask them to explain where they are at.

Only then can you decide what to do next.

Ring them and ask-then let us know

i spoke to them today they told me to wait until friday and they'd ring me on friday to check to see if anything's arrived

even the dhl courrier said they usually only take 5-7 days at the most

Butlers1982

i spoke to them today they told me to wait until friday and they'd ring me on friday to check to see if anything's arrived

You need to find out what day they sent the item out, the problem is that on when friday arrives and nothing turns up(if you get the phone call in the first place) you will then have to wait another 2 days until Monday before they can do anything.

Id be asking to speak to a manager asking for a Definate date that your laptop was sent.

It seems that saying "wait til friday" is very vague and that they are just passing you on.