How do I complain about VAIO support??!

pchapple — Wed, 22 Apr 2015 08:47:06 GMT

I have a Vaio Fit 11A that I have always been very happy with.

A few months ago the track pad failed - it was picked up promptly, repaired quickly and I couldn't sing the praise of Sony support enough - and I did.

Until...

After the laptop was returned I noticed that the home key was just 'sat' in place and in fact it was not a backlit key like the rest of the keyboard. It was clear that this key had been detached during repair and someone had tried to 'push' a key back on, but the wrong type.

In honesty, I did not notice straight away, as the kids use the laptop a lot more than me. Also in honesty, I thought it would be a simple case of asking support to send me a replacement key to click in to place, so I didn't report it straight away (crazy busy at work, travel abroad. etc.). When I did speak to support they eventually told me that as I had not reported it within three days of return I was not covered! They also told me that to rectify the issue the whole keyboard has to be replaced at a cost of circa £170!!

There was much toing and froing, after which I finally accepted life without a HOME key and decided I could probably live with it.

Then a couple of weeks later I pick up the laptop and a screw hits the floor. Puzzled, I looked closer and realise it is one of the screws out of the rear of the case!

At this point I think "why should I accept no HOME key", "surely if a key comes off, that should be warranty anyway" and "which monkey fixed this (not cheap) equipment in the first place"?

I am now trying to find out how to escalate, but the only email I have is from the support centre who have already told me with a certain lack of politeness "tough luck".

I have gone from being very impressed, straight back to being a Dell customer.

Not happy 😞

Re: How do I complain about VAIO support??!

jumpsuit — Wed, 22 Apr 2015 10:52:16 GMT

Hi pchapple and welcome to the Community

I have escalated this for you.

Hopefully someone will contact you in the next few days.

Are your contact details correct in your profile?

Re: How do I complain about VAIO support??!

pchapple — Wed, 22 Apr 2015 20:21:07 GMT

Thank you, that's really appreciated

Re: How do I complain about VAIO support??!

jumpsuit — Mon, 27 Apr 2015 10:41:36 GMT

@pchapple Has anyone from Sony been in touch with you at all?

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How do I complain about VAIO support??!

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Re: How do I complain about VAIO support??!