TZ INSPECTION & REWORK PROGRAMME

[VaioCustomer]

Re. TZ INSPECTION & REWORK PROGRAMME

I thought I should share my tale of woe with anyone interested. ?Perhaps a Sony executive.

I registered my Sony Vaio TZ11XN/B with the UK Vaio Inspection and Rework Programme, as I had read in the press that Sony was recalling its TZ laptops due to short-circuiting at the hinge, with cases of screen meltdown and burns.

The laptop was successfully picked up by DHL on September 22nd (9 working days ago). They packaged it into a special container they brought along, provided by Sony.

Unfortunately I still haven't received my laptop.

I have been phoning the Ireland call centrre daily (which Sony have set up temporarily especially for the 'rewiring programme'). They were ignoring my concerns to begin with, saying they'd phone back when they had more information, stating "Please wait and see if this laptop turns up". Then they told me that the carrier may have lost the laptop. Now they have told me that the laptop is 'lost' in the repair centre in England. The call centre ought to be adjoined to the repair facility.

They are now leaving it a further three days to turn up. If it hasn't turned up by Monday (11 working days after pick-up), they today finally agreed to replace the laptop with an equivalent or better specified TZ model.

They have agreed that the replacement model will have a 1 year warranty, but so far the call cantre in Ireland have not been explicit when I asked whether this would be a brand new replacement. I won't accept any less, and it's much cheaper for Sony to provide a brand new replacement than to give me the money back for my laptop (around £1,750).

Sony: If you've lost my lapop with all my work on it, the least you can do is replace it with a brand new, boxed equivalent.

Yours in desperation,

Dr JB

[Blencogo]

Hi Dr JB and welcome to Club Vaio.

Sorry to hear your problems. It is disappointing when this happens - it obviously will happen occasionally but you are unlucky if it happens to you.

I suppose it is difficult to see what else Sony could do under the circumstances that has not been done already. OK it sounds like communications could have been handled better but I think you should give them the chance to put matters right.

This is a user forum supported for users like you and me. Sony do not communicate through this forum so you will not get any reply here.

Let us know how you get on and if you run into any problems with the service from the local Sony call centre after next Monday then come back to this thread and one of the CV Moderators or CV Experts will escalate the specific problem to Sony Support Europe.

Fingers crossed!!