I purchased a Sony Vaio Duo computer along with the extended warranty. All documents were kept on the sony.store.com site under my account, and was told I did not need to make hard copies b/c Sony kept these records for me in my account with them. Since March 2016 I have been trying to get Sony to repair my computer yet they are refusing to do. They have asked for documentation that I purchased the computer and extended warranty, even though they can see it under my name/account (I can no longer access my account b/c Sony shut that website down). They told me to bring the computer to BestBuy, which is impossible since there is no BestBuy on Hawaii Island, thus they need to send a prepaid shipping label. This puts me back in the Sony screw-you loop of being transferred from department to department, and them telling me to provide this documentation repeatedly. I have spent approximately 12 hours on the phone and emails trying to get Sony to provide said label and to repair my computer, and yet today, still nothing. Received a phone call (on a number I did not give them) at 7:08 am, telling me to provide said documents for them to judge and make determination of validity of said documents. Upon calling number back, I received a messages that department was closed today. How is it that a department that is closed called me? I called the customer service number, who sent me to the escalations department, who basically told me the same thing, send documents, and then forwarded "case" to another department, so again, nothing has been resolved. Sony should honor their extended warranty as well as repair defective products. I told them to send me a new computer since they cannot seem to repair mine, but they just scoffed. If Sony made a defective product, then Sony should replace said product at no charge to the consumer. So I have been without my computer for over 6 months b/c Sony is trying to push this issue longer so the warranty runs out then they do not have to honor it. I feel I was ripped off and was scammed by Sony and all of Sony's partners. This treatment and lack of taking responsibility is not right nor fair. Sony needs to step up and do the right thing!
↧