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11/07/2003 01:37:55 PM · #1 |
My girlfriends Sony laptop had to go in for repair. She took it Back to Best Buy where she got it. 2 weeks later she gets a call from best buy saying it will cost $870 to repair (ie.. damage not covered under warranty).
She has been on the phone for the last hour trying to get a parts break down of the reapirs. Sony wont give it to her, best buy wont give it to her, or the reps ar eitehr company dont know how to get the parts list, and best buy says to call Sony, sony sais to call best buy, I think if she could she would reach throught he phone and slap the hell out of these people...
any suggestions on how to get the info on the parts list for the repairs
James
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11/07/2003 02:11:33 PM · #2 |
Go to the store and slap someone!!!!
Man that sounds like a major bummer. What kind of damage that the warranty won't cover? I thought Sony stuff was supposed to be highly reliable, and have good Customer Relations. It might be better in the long run to get another laptop. Professional non-warranty repairs are very expensive and if you try to do it yourself you may void what's left of the warranty.
Seriously, I have shopped at BestBuy a lot (camera, laptop, modem, etc.) and have had a couple of occasions where I had to deal with Customer Service. I think that if you are persistant, and keep going up the chain of command you can usually get satisifaction. Dealing in person works best, and you have a better chance of getting to someone with the authority to resolve your problem if you go when they are not busy. I had best luck on a weekday in mid-afternoon. GL |
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11/07/2003 02:37:17 PM · #3 |
| Call the local TV station's consumer affairs investigations reporter. They love to get their hands on stories like this. |
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11/07/2003 02:38:35 PM · #4 |
Sorry, cannot answer the question, but about Sony quality and service:
I have very bad experiences with Sony as well. When your Sony breaks down and it is inside the warranty period, it is gonna cost ya. A lot of time that is. Oh yes, sent it in, we'll look at it. I will be back in a month...... A what!?
When your Sony breaks down outside the warranty period it will be even worse. Not only will it cost you a lot of time, it will also cost you a lot of money. I guess they work a whole month (hence the waiting period) 8 hours a day on it (hence the large bill).
Thusfar I had to rely on the service of the stores to get next day temporary replacements or had to go to Sony Repairs myself and ask the people behind the counter very friendly if things could be speeded up, because the product was used by a company and needed it pronto and was not happy with Sony.
At the moment I have stopped buying Sony products. Audio, Video, DVD, PC, CD, anything. All bad experience with support, repairs or product malfunction.
One of the shops where I buy some camera gear and frames has even stopped selling Sony photo and video camera, because between 30 to 50% came back with malfunctions. Sure they were repaired, but explain the customer that he has to be without his gear for a couple of weeks. Also some trouble over 'not covered by warranty' issues and exremely large repair bills.
And I really liked Sony. We had everything Sony.
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11/07/2003 02:46:17 PM · #5 |
Our local Best Buy is loaded with the same bait & switch backstabbing practices also.
The way that I dealt with them the last time was followed up several phone calls with an in store visit to the customer service desk. When that didn't get anywhere, I demanded to see a manager..and after a few feeble excuses (he is in a meeting, on the phone, out of the store) he finally showed up to help me.
After 20 minutes or so of me yelling and him acting like he was paying attention he made right what should have been done in the first place.
Also, it was quite fun to stand there in the and tell people as they were walking in what a bunch of thiving rotten lying bastards they were spending their money with.
Ah well....best of luck to you
Check out this interesting website BESTBUYSUX.ORG
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11/07/2003 03:00:37 PM · #6 |
Great site, I wish they had one for Home Depot SUX :)
Originally posted by rickhd13:
BESTBUYSUX.ORG[/url] |
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11/07/2003 03:49:03 PM · #7 |
Wish I could offer you some help but I have a worthless extended warrenty from Circuit City and I would tell anyone buying a computer not to buy an extended warrenty from Computer Support Plus. One in home visit, then numerous phone calls and finally a store manager stepped in and sent it out taking 3 weeks and when the pc came back the cd rewrite still wouldn't work.
My husband opened up the tower to see if there was a loose wire and when he called and told them that the cd rewrite needed replaced they refused to even look at it again cause the fool told them he opened up the tower, which voided the so called warrenty. |
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11/07/2003 06:34:25 PM · #8 |
Don't start about PC's!
Opening up the casing = end of warranty? Insane!
As if there is anything exciting insite. 90% is air, sometimes very warm air, but to sum it up, just air. It was very disappointing when I first took apart a PC. You should have seen me trying to force some extra RAM in trough all the cables. Damn, the slot combo won't work, pull it out, try another combo. :)
When you have an IQ above 40 and can understand what you read, try an build it yourself next time. You put in what you need, for a good price, choose a tested (lots of review sites with configuration advice) combo of hardware and link up all the right thingies and there you go: An ultrasilent, ultrafast, whatisabluescreen?, mean lean photo editing machine at the price of an ultraslow Compaq, Dell, Gateway, Whatever.
Getting together the right hardware is the first step to a long relationship with your first and only Windows installation.
This all happened after I bought two Dell pc's that are slow as hell. No problems, but a P2 600Mhz with 128mb RAM running slower than a homebuild Cyrix PR200MMX with 32Mb RAM is just too much.
Now happily editing, surfing, etc on a AMD XP1200 that outperforms 2000Mhz Intels.
Big computer companies screw you!
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11/07/2003 08:59:21 PM · #9 |
I'd always heard bad things about extended warranties, but the salesguy at Best Buy was just SO convincing. He had left his cell in the rain and got a new one etc.
Just this week I had to take my Compaq laptop back in for repair, and I'm SO happy I have that silly warranty. It's been in so many times since I bought it. Just the cost of one repair was enough to make up for the warranty cost.
What is it that the Sony warranty won't cover? I tried installing a different OS on my laptop and completely screwed it up to the point that recovery disks wouldn't even work so it had to go in for repair. Then I broke the DVD player so it went in again.
Then my battery stopped holding a charge so I got a new one. Then I wore out the keyboard and got a new one. Now I stepped on the whole thing and the screen broke so it's off again to be fixed. Warranty covered it all.
They said they'll either fix it or give me the full price I paid 3 years ago toward a new computer.
The only bad experience was in the first year when they had to actually send it to Compaq for the repair, and they kept it 3 weeks. IF Compaq hadn't wanted to fix it then the BestBuy warranty would have taken over and covered it. The BestBuy repairs have only taken a few days.
Definitely go into the store and deal with someone in charge. I saw a girl get a brand new tv yesterday because she'd had to send hers in 3 times already, and they have a "no lemon" rule. |
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11/07/2003 09:24:20 PM · #10 |
well the main proble she is havig, is they are telling her is will cost $870 to fix, but they can not tell her what parts need to be replaced.
There was liquid spilled all over the keyboard (its a laptop so all the critical stuff is below the keyboard)
If I had a parts list I would fix it myself. Heck we just want to know WHY it is costing $870 and they cant tell us that...guess we will go to the store tomorrow and "talk" to them
James |
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11/07/2003 11:23:14 PM · #11 |
the way to avoid a problem with replacing a drive is learning how to do it yourself. i'm sure once you looked inside you were like why did we pay them for this warranty when all i have to do is buy a drive for 30 bucks and plug two wires in it.
Originally posted by OneSweetSin:
Wish I could offer you some help but I have a worthless extended warrenty from Circuit City and I would tell anyone buying a computer not to buy an extended warrenty from Computer Support Plus. One in home visit, then numerous phone calls and finally a store manager stepped in and sent it out taking 3 weeks and when the pc came back the cd rewrite still wouldn't work.
My husband opened up the tower to see if there was a loose wire and when he called and told them that the cd rewrite needed replaced they refused to even look at it again cause the fool told them he opened up the tower, which voided the so called warrenty. |
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