Sony: Message List

Re: Is there a complaints department contact?

noreplyforum@eu.sony.com — Mon, 14 May 2012 16:33:43 GMT

That's great Blancogo - I shall try the email address. The serial number label is missing from the bottom of the machine and the screen graphics are too scrambled to make out the serial in control panel. The BIOS gives the number and all but two of the digits are clear enough - the other two I have to guess at! Many thanks again.

Re: Is there a complaints department contact?

noreplyforum@eu.sony.com — Mon, 14 May 2012 10:16:34 GMT

Hi Blencogo. Apologies for replying via another query but could not figure out how to raise this most effectively.

Am repairing a friend's Vaio laptop, which has the symptoms of the Nvidia Graphics Card fault admitted by Sony a few years ago. Sony were apparently carrying out repairs at their expense under an extended warranty scheme. Problem is, I can't contact them to check whether this laptop still qualifies under that scheme. The two support numbers I can find on their site each ask me for the machine's serial number. As the graphics problem scrambles the screen image, I am not certain I have accurately identified the serial number in the BIOS screen,and there is no serial number label on the machine.The automated voice on one support phone number (08702 402408) tells me (after I input what I think is thte correct serial) the machine is no longer under warranty and refers me to the other number (0905 0310006) where the automated voice tells me the serial is invalid and ends the call. I have hunted around for an alternative number - ideally one where I can talk to a human being - or to find an email address, an online chat service from Sony, or even a postal address, but no luck on any of these. I can't progress things without speaking to someone to find out whether this laptop qualifies for repair under the extended warranty scheme. Any suggestions you can offer would be very much appreciated.

Re: Is there a complaints department contact?

noreplyforum@eu.sony.com — Mon, 14 May 2012 15:28:53 GMT

Hi Blencogo (interesting username!) - many thanks for your very prompt reply. Yes, have been trying that number (today) during office hours. It gives me two options - "press 1 if you can enter your 15 digit serial number or press 2 to enter your 7 digit...." (I forget what the 7 digit number was for) number. I entered what I understand to be the 15 digit serial , was told it was invalid and that the call was ended. There was no third option to speak to an operative or similar. Problem is, the laptop is indeed one of those listed and may be very close to 4 years old but the friend's son to whom it belongs is currently distracted by study for his final exams and I cannot get him to check the purchase date. I have a suspicion that, if he leaves it too long, he will find the 4 years has expired. I was rather hoping the support staff might be able to tell from the serial number the date of manufacture, as that might be sufficient to qualify it within the 4 year period. Alternatively, if I can find a human being to talk to, I may at least be able to register the fact that the laptop has been faulty for a period - certainly at least 3 months to my knowledge and possibly much longer. I was only asked to have a look at it 3 months ago and have been trying since to get the purchase details from the owner, but I understand the problem had existed for a longer period. The owner may be unable to confirm the purchase date for some time yet (ie until his exams are completely finished). However, these points may prove sufficient for Sony to accept it will meet the 4 years deadline despite there being a further delay until formal proof of purchase is produced. That said, while I appreciate Sony wish to implement a cut-off date for their "extended warranty", in fact, as this appears to be a very clear case of a component with an inherent fault which Sony has formally admitted exists, I'm not entirely sure as to the legality of a completely arbitrary 4 year cutoff date. Hopefully the discussion - if I ever get to have one with someone from Sony - will not need to focus on that! So - I suspect you may not be able to offer any further advice than you have already - many thanks for that at least - but if you, or anyone else reading this message, have any other suggestions, that would be much appreciated.