Sony Repair Centre

rmg1

Surely if the pre-alert has no date, etc and the scratches don't correspond to the marks on your machine, you can prove this and it weakens their case?

alixandgordon

They have been informed of this, so here's hoping..

alixandgordon

UPDATE - 25th Sep
Someone called me this morning, and has arranged to have my Vaio collected tomorrow, and to have the screen and cover replaced with new parts - I am happy about this, but rather resent the fact that I was told that she believed the Service Centre when they say that the laptop was badly scratched when it arrived with them - in other words calling me a liar! This is quite upsetting as I know for a fact that there was not a single mark on it when it left here. There has been no explanation as to why there are scratches on the pre-alert on the base of the laptop, when in fact there are none and why the lid scratches do not correspond to the damage sustained whilst in the care of the Service Centre. I will be taking more photos before it leaves this time, and can only hope that it is returned to me in perfect condition - as it was when it left the first time.

Vaio collected by courier 29th September

UPDATE - 7th Oct
Recieved a call from Sony to say that the scratches are just "wear and tear" and they will not be replacing the cover or screen, despite my having been assured by Customer Services that they would.
I have now not had the use of my Vaio for 7 weeks because of this.
What next Sony?

NiftyDigits

alixandgordon wrote: »

UPDATE - 25th Sep
Someone called me this morning, and has arranged to have my Vaio collected tomorrow, and to have the screen and cover replaced with new parts - I am happy about this, but rather resent the fact that I was told that she believed the Service Centre when they say that the laptop was badly scratched when it arrived with them - in other words calling me a liar! This is quite upsetting as I know for a fact that there was not a single mark on it when it left here. There has been no explanation as to why there are scratches on the pre-alert on the base of the laptop, when in fact there are none and why the lid scratches do not correspond to the damage sustained whilst in the care of the Service Centre. I will be taking more photos before it leaves this time, and can only hope that it is returned to me in perfect condition - as it was when it left the first time.

Vaio collected by courier 29th September

UPDATE - 7th Oct
Recieved a call from Sony to say that the scratches are just "wear and tear" and they will not be replacing the cover or screen, despite my having been assured by Customer Services that they would.
I have now not had the use of my Vaio for 7 weeks because of this.
What next Sony?

Call again and ask to speak to Steve Dalton or ask for an email address and write to him. Alternatively, you could use Snailmail.

http://www.sonypencoed.co.uk/contact-us/

That is, if this is to where your machine has been sent.

alixandgordon

Thank you - I've actually no idea where it has been sent, I live on the west coast of Scotland, will try this though...

alixandgordon

NiftyDigits wrote: »

Call again and ask to speak to Steve Dalton or ask for an email address and write to him. Alternatively, you could use Snailmail.

http://www.sonypencoed.co.uk/contact-us/

That is, if this is to where your machine has been sent.

I emailed to ask for Steve Daltons email address, and this was the reply -

Thank you for your enquiry and we sincerely apologise for the delay in replying back to you.

Unfortunately this is not something we are able to assist with for this department, please may we request that you contact our Head Office telephone number 01932 816 000 & ask for Vaio Customer Relations they will be able to assist you.

Sorry we have been unable to assist on this occasion.

Regards Su

teddysmum

Post on their Facebook page. The Ripoff Britain programme said that this approach often gets good results...or you could contact this programme.


My son had excellent service from HP, who have very fast collection/delivery and returned his laptop in a better condition than when it was dispatched (including a new keyboard).

alixandgordon

Oh believe me, I have posted on their Facebook page - all that happens though, is that someone responds and says they will look into it. Thank you.

NiftyDigits

alixandgordon wrote: »

Oh believe me, I have posted on their Facebook page - all that happens though, is that someone responds and says they will look into it. Thank you.

Just keep going. Don't get mad.

alixandgordon

:jGood news!
It was either the threat of being investigated by Ripoff Britain & Watchdog, or the continual complaining on Sony UK's Facebook page, but I am happy to announce that my Vaio was returned to me yesterday with a shiny new screen and cover - not a scratch anywhere!

Thank you all so much for your sympathy and advice....x