topic SONY VAIO VPCZ11X9E - Worse Customer experience ever in PCs & Accessories

SONY VAIO VPCZ11X9E - Worse Customer experience ever

eperakis — Tue, 07 Aug 2012 08:42:51 GMT

Worse Customer experience ever

After buying a 1,500 euro SONY VAIO VPCZ11X9E beginning of 2012, I thought at least I would be able to use the laptop for a year or so without major issues. However, within the first six months: I had numerous blue screen failures, HDMI connection was malfunctioning, battery occasionally did not charge properly, NVIADIA card had failures etc. Although I sent SONY detailed screenshots of all these along with the laptop twice for repair (with whatever this means for a business user to transfer settings to another laptop), the reply was “it works fine, it’s a software compatibility issue” and anything to avoid their responsibilities. Not to mention that the first time I received the laptop back with still installed checking softwares and the second time with 40GB of testing temporary files (as a result putting back my own files was a challenge) and an invoice in Polish which issued even before I bought the laptop (of course I never got a reply what this is).

The highlight was when I made the mistake to take the laptop on a business trip. The screen went black and I had to use a VGA cable to connect the laptop to any TV I could find in my hotel or companies I visited for 2 weeks...

Needless to say that SONY handled this issue in a way that I have never experience in the 15 years I use laptops, I spend days and days to test, communicate, transfer files and settings etc. which makes it pretty easy for me to say: this is the worse customer service experience I have ever experienced and at least for me I wouldn’t get a SONY VAIO again even if I get it for free!

Re: SONY VAIO VPCZ11X9E - Worse Customer experience ever

dr2393 — Tue, 07 Aug 2012 19:18:27 GMT

I have a Vaio VPC-SB1X9 13" laptop and I must say my experience with Sony support has been quite the opposite. I had a problem where my laptop would only work when I connected it to the mains and with the battery removed. After a couple a telephone discussions and a re-load of Windows 7 from the original HD (I normally have a SSD loaded) the support guy said it needed to be returned for repair. The laptop is 18 months old but I have a 3 year warranty. The laptop was collected first thing on the Thursday following my discussions with Sony on the Wednesday and was returned to me on Monday morning. That's what I call first class service.

Re: SONY VAIO VPCZ11X9E - Worse Customer experience ever

garlangreeny — Wed, 08 Aug 2012 04:31:35 GMT

I agree. It actually depends on what you will actually experience with them. Me and a friend both have the same Vaio SVT1311M1E and we both encountered a different problem though there are just minor problems. I got a bad service where my friend gets the best which I really find it normal.