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Jul 14, 2010
Laptop sent for repairs, but new problems keep cropping up
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RECENTLY, I dropped my Sony Vaio laptop and sent it back to Sony for repairs. The total bill came up to more than $600.
The first time I took my laptop home, I realised I had been given the wrong hard disk. I called to arrange for a courier to collect the laptop from me, but did not get to speak to a manager for an explanation, even after a few days.
The second time I got my laptop back, the motherboard was the wrong one. I was told to take the laptop to the Sony service centre again. When I asked why no one from Sony had apologised for the mistakes, the officer said he could not apologise as the mistake was made by the technical department and not customer service. When I asked if I could be compensated for the trip, he replied that this was not company policy.
The third time I got my laptop back, I heard a sound as if something was loose inside. I sent it to the service centre again. The customer service officer later told me that it was a loose screw that must have been dropped in accidentally.
The fourth time I got my laptop back, I tried to charge it and realised that the front panel charge indicator did not light up. I sent the laptop for repairs again and the customer service officer pointed out that my right panel connector was not aligned properly.
I have written to Sony seeking an explanation but have yet to receive a call.
Luke Tan
Laptop sent for repairs, but new problems keep cropping up
<!-- by line --><!-- end by line -->
<!-- end left side bar --><!-- story content : start -->
RECENTLY, I dropped my Sony Vaio laptop and sent it back to Sony for repairs. The total bill came up to more than $600.
The first time I took my laptop home, I realised I had been given the wrong hard disk. I called to arrange for a courier to collect the laptop from me, but did not get to speak to a manager for an explanation, even after a few days.
The second time I got my laptop back, the motherboard was the wrong one. I was told to take the laptop to the Sony service centre again. When I asked why no one from Sony had apologised for the mistakes, the officer said he could not apologise as the mistake was made by the technical department and not customer service. When I asked if I could be compensated for the trip, he replied that this was not company policy.
The third time I got my laptop back, I heard a sound as if something was loose inside. I sent it to the service centre again. The customer service officer later told me that it was a loose screw that must have been dropped in accidentally.
The fourth time I got my laptop back, I tried to charge it and realised that the front panel charge indicator did not light up. I sent the laptop for repairs again and the customer service officer pointed out that my right panel connector was not aligned properly.
I have written to Sony seeking an explanation but have yet to receive a call.
Luke Tan
