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I will never buy a Sony product again

October 23rd, 2004

Why I will never buy Sony products again. (Well, at least not until they come out with something really cool that I “need”.)

A number of years ago, we needed to purchase laptops at a startup I was involved with, We ended up purchasing the Sony Super-slim models (I think they were Z505 something-or-others) because they were just about the only laptops around that were lightweight (around 3 pounds) and had XGA screens. Of about 10 laptops, 5 of their disk drives (some made by Toshiba and some were made by IBM) failed within the first 18 months. Of course the warranties on the machines were only for one year. (The drives themselves had manufacturer 3-year warranties but they were not at all easy to replace, nor was it easy to convince Sony to send out a replacement drive.)

Fast forward to 2 years ago when I needed a new laptop. I made the mistake and bought another Sony, but this time it had a 3-year warranty. A couple of months ago I had a motherboard failure and it took several weeks of calls to Sony to (a) have them agree that there was a problem, (b) that my laptop was indeed still under warranty, (c) that my warranty was with Sony, not the folks they use for extended warranties (I lost a week on this one!) and (d) that they should refund the $20 that I had to pay for the privilege of actually speaking to a live person on the phone. Once they opened up a work order however, everything went quickly.

Earlier this week I had a disk crash. Eventually I found the phone number for Sony repair (888-4SONYPC) and called. Their automated system claimed that my computer was out of warranty and I had three great choices: (1) get help from their web site, (2) enter my zip code to find the location of an authorized repair center or (3) pay the $20 for the honor of speaking to a live person on the phone. I repeated “customer support” over and over at the automated phone system prompt and eventually got a real person without having to cough up my credit card number. After speaking with someone in India for a half an hour they concluded “you have a disk problem” and set up a work order. I was amazed – what took me several weeks last time only took one phone call this time, even if it was an annoying call.

Two days later the ship box arrived and I sent my laptop off. The very next day I even received an email confirmation that my laptop arrived at the repair facility. I bragged around the office about my improved skills at getting my laptop repaired with a minimum of hassles. Then yesterday the following email arrived. I will never buy Sony again.

From: ITD Service Ctr [mailto:ITDServiceCtr@am.sony.com]
Sent: Thursday, October 07, 2004 5:56 PM
To: XXXXXX
Subject: XXXXXXX

This email contains the estimated parts and labor charges for your Sony product under your work order number in ‘Subject’ line above.
A detailed estimate will be mailed to your mailing address.
———————————————
Flat Rate Estimate:
Parts & Labor Cost: $ 249.00
Shipping & Handling: $ 27.73
Tax: $ 19.37
Flat Rate Estimate: $ 296.10
———————————————

Note. - The Flat Rate Program excludes: non-consumer products, picture tube or projection TV tubes, any condition resulting from lightning damage, physical abuse or misuse, excessive wear, unit over seven (7) years from last market date, or damage resulting from prior service. Shipping charges and state and local taxes are not included.

——— Instructions on how to reply ———

{Please reply to this email within 5 days, select A, B or C below (please delete the non-selected options)}.

A. Repair unit as estimated.

AMEX/MC/VISA/DISCOVER #___________________________
Exp date: _____________
Name on Card: ______________________

B. Do not repair. Please return it to me.

C. Do not repair. I authorize the release of unit for disposal.

You may contact us at 888-476-6972 & reference your Work Order number.
You may print and fax this page to 858-487-8637. Thank you.
Your order XXXXXXX has been shipped.

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