Hi Everybody,
I have seen that I am not the only one experiencing similar problems with repair services, however I don't seem to find the solution.
I purchased a Sony VAIO PC last summer (July '11). It stopped working in June this year so I took it back to the retailer who I purchased it from. I already went through a two hours headache as they did not want to take care of it and advised me to send it directly to Sony - still under the 12 months sales guarantee. Eventually the staff filled the form making detailed notes about the problem and aesthetic appeal of the PC.
About a week later they called me that the serial number is dummy (??!) and that I have to take the original packaging to the store. After all this was done I received a call about another week later that my PC was repaired and ready for collection.
I opened the box in front of them and I got shocked as the PC was damaged - with deep scratches appearing on the top of the case. It also turned out that the main board and main memory was replaced as it was faulty. As an apology I was sent a screen cleaning cloth (?) and a letter written by the general manager of customer satisfaction Europe.
The retailer confirmed with a note on the work sheet that I received my PC back damaged - with marks that were not on the PC when I left it for repair.
I got in touch with the general manager via email and sent him the photos of the PC. I also asked why nobody informed me that the problem is more serious than an issue with a screen (as I thought) and that I will be losing all the info stored on the PC. Shouldn't they actually give me the chance to store my data before they removed the original memory? (Just a quick note: when the main board had to be replaced on my 9 years old Mac I received a call from the Apple store and they gave me the opportunity to save the data before they removed the hard drive) Despite of the fact that my PC was sent in an impeccable aesthetic condition and received back damaged they say that this is not their fault.
Now we are in the middle of ping-pong emails with the person who is dealing with me on the director's behalf and I am getting nowhere. How can I accept that let alone they release a faulty PC on the market after the repair they damage it? Is there anything that I can do in this case?
Please let me know if you have an answer.
Thank you in advance.
Regards, givett
I have seen that I am not the only one experiencing similar problems with repair services, however I don't seem to find the solution.
I purchased a Sony VAIO PC last summer (July '11). It stopped working in June this year so I took it back to the retailer who I purchased it from. I already went through a two hours headache as they did not want to take care of it and advised me to send it directly to Sony - still under the 12 months sales guarantee. Eventually the staff filled the form making detailed notes about the problem and aesthetic appeal of the PC.
About a week later they called me that the serial number is dummy (??!) and that I have to take the original packaging to the store. After all this was done I received a call about another week later that my PC was repaired and ready for collection.
I opened the box in front of them and I got shocked as the PC was damaged - with deep scratches appearing on the top of the case. It also turned out that the main board and main memory was replaced as it was faulty. As an apology I was sent a screen cleaning cloth (?) and a letter written by the general manager of customer satisfaction Europe.
The retailer confirmed with a note on the work sheet that I received my PC back damaged - with marks that were not on the PC when I left it for repair.
I got in touch with the general manager via email and sent him the photos of the PC. I also asked why nobody informed me that the problem is more serious than an issue with a screen (as I thought) and that I will be losing all the info stored on the PC. Shouldn't they actually give me the chance to store my data before they removed the original memory? (Just a quick note: when the main board had to be replaced on my 9 years old Mac I received a call from the Apple store and they gave me the opportunity to save the data before they removed the hard drive) Despite of the fact that my PC was sent in an impeccable aesthetic condition and received back damaged they say that this is not their fault.
Now we are in the middle of ping-pong emails with the person who is dealing with me on the director's behalf and I am getting nowhere. How can I accept that let alone they release a faulty PC on the market after the repair they damage it? Is there anything that I can do in this case?
Please let me know if you have an answer.
Thank you in advance.
Regards, givett