This has been prompted by trying to manage computer repairs while out of the country. So I have spent a lot of time on my mobile phone at vast expense.
I have to say that my experience with Sony Vaio this has been completely awful. Last year when we sent Bee's computer back they were a model of efficiency and communication, with the whole thing taking a week. So when Bee's computer developed the same cooling problem plus a power connection problem, we thought we could be clever and time it for half term at the end of February. This has proved a disaster, not only because Sloph's computer also went in for repairs, (not a Sony) but also this is prime revision and course work time for GCSE, when computers can hardly be spared.
This year I tried to get my extended warranty registered for my new computer. The Sony Style online shop sold me the wrong product for my computer (somehow that was my fault, though I don't see how) and it has taken the combined efforts of me and Sony Style about six weeks to get Sony Vaio to provide the warranty. They simply did not respond to phone calls or emails to do something.
For Bee's computer, they have taken a month (of non communication either by phone, email or online tracking) to repair things that did not have problems as well as things that did, and have left the software not as they found it. As a result I had to spend about 90 minutes on SkypeOut faultfinding on a remote computer.
The last straw, which prompted this post, was being rung by the so-called Quality Team, asking for feedback on the repair. As you can imagine, I gave them plenty. However the girl was only interested in ticking her boxes: Would you recommend Sony to a friend? No, which is why I am posting this! How would you rate the service you received? After listening to my complaints, she actually proposed 4-5 out of 10, which I corrected to 2, (on the assumption, perhaps wrong, that more was better). Finally she ended with the lamest of offers, coming from the Sony service: Someone will ring you. Do I believe it, after the last six weeks? I don't think so.
I can also report that the Sony online registration page went down for maintenance (at least that's what it said, but I hardly believe it since it was at 3 in the afternoon) just when I was checking that my computer did have an extended warranty. I did manage to see that despite Sony acknowledging that Bee's computer was registered and under warranty, it was not listed.
Can they do anything right at the moment?
It's a shame, because the computers themselves are quite good, and mine is the third we have bought. But after this experience, they have to go on my blacklist.