Poor Customer Support - Advice

[robbied69]

I have a laptop that I brought from Sony 2 years back. It is now out of warranty. I have lost the serial no off the back of the machine. I have rung Sony Support up to ask them if they can have someone take it away to repair it and I'll pay the costs. However, they are saying as it doesn't have a serial no they won't touch it. They said they would send me a dummy serial no if I sent them my proof of purchase which I have done. However, they claim that the email has not arrived when I have sent it now 18 times. I have sent it to other peoples addresses also so they have proof that I have emailed them. I am sending to the correct email as I got them to send me a test email so I could save their address so I don't get the bullshit that I typed the address in wrong. This has now being going on for 2 weeks and the issue is no closer to being resolved.

What I would like to know is what can I do to complain as I am only dealing with people via the telephone?

 

[Cian]

Theres nobody to complain to, theres no way out. Sony laptops have the worst customer support in the world.

Worryingly, its not going to stop me buying one off them again. Only people who make decent BeOS compatible lightweight hardware :/

 

[robbied69]

Fcuk I thought so. I'm getting so frustrated shouting on the phone to an Irish bloke I can't understand. I want to smash the laptop over his fcukin head.

 

[northstandnorth]

well if it's taken two weeks to get nowhere,buy a stamp and send it registered mail.then you will have proof of delivery.

 

[robbied69]

No addy to send it to. They send someone out to pick it up.

 

[Cian]

Their tech support is here? When I phoned them I got an asian bloke I couldn't understand, any chance you can get the Irish guy to phone me?

 

[robbied69]

I got a direct phone number for 2 Irish blokes who work together. It is 08702402408

 

[northstandnorth]

they want you to send proof of purchase to get the dummy serial number.ask for an address on the phone and post it to that one.

if you are wasting your time on the phone or email you might as well waste it on snail mail.

wise man(not dennis) says if what you are doing isn't working.do something different.
he also says.
any road will get you there.if you dont know where you are going.

 

[Cian]

I got a direct phone number for 2 Irish blokes who work together. It is 08702402408

hrm, line two on the phone on my desk here goes out from a UK#, I'm tempted, very tempted...

If only to join you in the "laptop smashed over head" party.

 

[Bry Nylon]

Does he say anything about capital letters, punctuation and what the 'space bar' at the bottom of your keyboard is for?

 

[northstandnorth]

alternatively they must have a fax number you could send it to

 

[robbied69]

They do and their response was it takes 24 hours to get through their system. At this point I told them to f*** off and put the phone down.

 

[Bozza]

alternatively they must have a fax number you could send it to

You can't fax a laptop you great buffoon!

 

[northstandnorth]

the great buffoon CAN READ bozza

they wanted proof of purchase before sending out a dummy serial number so it can be collected

he is still at that stage.

 

[Bozza]

the great buffoon CAN READ bozza

they wanted proof of purchase before sending out a dummy serial number so it can be collected

he is still at that stage.

:thud:

 

[northstandnorth]

the great buffoon accepts bozzas applogy with good grace

 

[Bry Nylon]

the great buffoon accepts bozzas applogy with good grace

I sense an (unrequested) change of username may be about to happen

 

[Rangdo]

Write to Mr Ootigawa directly and complain. That'll soon get it sorted.

 

[readingstockport]

Sony UK head office.

10 Great Marlborough Street, London, W1F 7LP

Go in to reception. Dump it and a great big pile of dog shit on the counter with a note explaining and walk out.

Simple really.