- Report: #112564
Complaint Review: Sony Repair Facility - San Diego California
-
Author Not Confirmed
Why?
Sony Repair Facility
16550 Via Esprillo San Diego, 92127 California, U.S.A.
Phone:
239-768-7555
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Sony Corporation Repair Facility Incompetent technicians, non-honored extended warranty, horrible customer service. Rip-off! San Diego California
I bought a $3000 Sony Vaio PCG-GRX600P in 2003. I also purchased an extended warranty at the same time. Three months ago, my LCD screen died. I called Sony, but they said they had no record of my having an extended warranty despite the fact that I registered the computer the day I got it, and the agent that I spoke with confirmed that I did indeed have the extended 3-year warranty.
I found all of my original receipts and faxed them to Sony. It took about 8 hours of phone time, but they finally admitted that I did have an extended warranty. They sent me a box and I sent the computer to them. They sent it back two days later unrepaired claiming I had a "live insect infestation" inside the computer and they would not fix it until I had it cleaned.
Mr. Bob Thomas of Sony told me to "bug bomb" my very expensive computer but also said that if someone opened the laptop to clean it, Sony would consider it tampered with and thereby void my warranty.
That put me in somewhat of a dilemma. I pulled out the battery pack and removable CD drive and sprayed some canned "air" into it. Called Sony back and had them send me a box. Yesterday I was informed by Sony that my computer had "liquid" damage and that my warranty didn't cover it. Their estimate is for $1500.00. They have sent me pictures of what they claim is the inside of my laptop, and here's the funny part: The pictures they took of my computer were taken 8 days before they opened it up to fix it. That's a neat trick.
Now here's the kicker: My laptop was never opened by anyone to have it cleaned of the "live insects" and yet they were not present when the second technician opened it. He found "liquid" damage but no live bugs. Interesting.
I have already filed a complaint with the BBB, and I am currently investigating the possibility of a class action lawsuit such as the one that Toshiba recently lost to the tune of 23 million dollars. All I want is for Sony to honor the warranty that I paid extra for and to have my computer repaired and returned to me, and I'm prepared to take any legal measures to ensure that happens. I am a single mother of 2 and depend on my computer for my livlihood.
I have spent at LEAST 24 hours on the phone with these idiots, have lost income due to the fact that I don't have a computer, and have been in a constant state of agitation since this whole thing began last month.
PLEASE DO NOT BUY SONY PRODUCTS
Angela
Knoxville, Tennessee
U.S.A.
CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
I found all of my original receipts and faxed them to Sony. It took about 8 hours of phone time, but they finally admitted that I did have an extended warranty. They sent me a box and I sent the computer to them. They sent it back two days later unrepaired claiming I had a "live insect infestation" inside the computer and they would not fix it until I had it cleaned.
Mr. Bob Thomas of Sony told me to "bug bomb" my very expensive computer but also said that if someone opened the laptop to clean it, Sony would consider it tampered with and thereby void my warranty.
That put me in somewhat of a dilemma. I pulled out the battery pack and removable CD drive and sprayed some canned "air" into it. Called Sony back and had them send me a box. Yesterday I was informed by Sony that my computer had "liquid" damage and that my warranty didn't cover it. Their estimate is for $1500.00. They have sent me pictures of what they claim is the inside of my laptop, and here's the funny part: The pictures they took of my computer were taken 8 days before they opened it up to fix it. That's a neat trick.
Now here's the kicker: My laptop was never opened by anyone to have it cleaned of the "live insects" and yet they were not present when the second technician opened it. He found "liquid" damage but no live bugs. Interesting.
I have already filed a complaint with the BBB, and I am currently investigating the possibility of a class action lawsuit such as the one that Toshiba recently lost to the tune of 23 million dollars. All I want is for Sony to honor the warranty that I paid extra for and to have my computer repaired and returned to me, and I'm prepared to take any legal measures to ensure that happens. I am a single mother of 2 and depend on my computer for my livlihood.
I have spent at LEAST 24 hours on the phone with these idiots, have lost income due to the fact that I don't have a computer, and have been in a constant state of agitation since this whole thing began last month.
PLEASE DO NOT BUY SONY PRODUCTS
Angela
Knoxville, Tennessee
U.S.A.
CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
1 Updates & Rebuttals
Al
New York,New York,
U.S.A.
Sony repair centers :( SONY PC TECHS DON'T LET FRIENDS BUY SONY PCs
#2UPDATE EX-employee responds
Thu, April 07, 2005
I feel your pain. I dont work for the repair centers so I cannot say what goes on there. But I have handled quite a few calls and even hear of some cases similar to yours. As for extended warranties, always read the fine print. There are so many things not covered on them, everytime I go to the store, salesman uses the same line to sell me the warranty as they would for regular electronics, some would use careful wording, others would make claims that you will not see on the contract, like screen damage is covered, if it breaks we'll replace the whole thing or give you a new notebook. As a former Sony phone tech, I get a lot of calls where people spill water or liquid on their laptops, and the people report it, it gets written it down and basically it voids their warranties. A lot of people keep it quiet, so they explain the syptoms without explaining the liquid damage, we send them a box, they ship it into the center and the repair techs catches them and takes pictures of damaged machines. This happens quite a lot and is no suprise. Now the part I find unusual, there was a period time where I noticed people in your situation were shocked, and not the kind of bad acting shock that I usually get. Now granted, I can't be right 100% of the time but the number of reports pertaining to water damage had increased significantly. I was not aware of any major floods in big cities or the locations of the customers so I do not have all the info. If a repair center screws a customer over, how would the other customers know about it, but when my irate notebook repairs calls start to sound the same, and talking with other techs, I noticed a similar pattern. I have to believe there was some other factor involve. SONY PC TECHS DON'T LET FRIENDS BUY SONY PCs
