Top critical review
One person found this helpful
on December 23, 2012
The PC wad DOA. It never started from the moment I took it out of box.The "priority" support (not a 800# that I got from CHAT support) didn't provide any meaningful help (after spending 5+ hrs, of which 1+ hour was wait time and transfer+wait time). To eliminate a doubt of loose contact on memory card, I was asked to open up the back of the computer. The person guiding me (aka Sony EXPERT) asked me to open all the 4 screws on the back (there were actually 6 of them) when only 1 was required to open up to access the memory module. The person came across as RUDE and I decided to discontinue phone with him after realizing his ignorance with the product. To top it, the 4 yr ON SITE warranty ($279) that I bought with this product was INVALID. THERE IS NO ON SITE SUPPORT FOR THIS ITEM. No matter what the text/description says there is NOOO ONSITE support. I asked for the option to take it to SONY shop close to my house instead of the trouble to ship for a DEPOT repair and wait for it come back (and be at home to sign it,etc) for a silly issue. But being a SONY WEBSITE order I had NO other option. SO DON'T buy from SONY WEBSITE, instead buy for SONY RETAILER/STORE if you can. They are much helpful (based my my 11 yrs of support experience with older laptops from SONY STORE and BB) where you can just walk into the store any time of the day and don't have to waste time waiting on phone.
I wanted to talk to the manager (Customer "RELATIONSHIP") to see what options I have before I return this. NO ONE, I repeat NO ONE (after multiple requests) EVER called. Shamelessly I called the CUSTOMER RELATIONSHIP (after 25+ mins of wait) and as per the rep the best he could do was to send me an address label to return the product for FREE!. All these time I was under the impression that RETURN/REPAIR (a DAMAGED Product) was free. I guess, I'm spoiled by the customer-oriented service from Amazon and the likes.
So I finally ready to ship it back. Guess what, the mailing label never got sent out to me. When I called them again they said there was some technical issue and the email with mailing label never went out. So they resent another. Guess what, when I try to print it said - Label =EXPIRED. SO I call again to get another mailing label which actually worked. So after many attempts I thought the PC is gone and will get my money. Guess what, after 20 days of them receiving it (per the Fedex tracking) they said it's still not recognized as received in their warehouse!!!!! Again an issue was "escalated" (meaning response within 24-48 hrs). But again, no response after 2 days I called again. They said it's a finance issue so the support cannot do anything and the issue was "escalated" again. But this time finally after 2 days the RMA was processed!! I felt like celebrating as if I achieved some major goal.
My entire experience (with the product and the support) made me run away from SONY. This was my last SNY computer for sure (after using them for 8+ yrs!!).
I only wish the support or the customer RELATIONSHIP team only tried a little...just a little to build a relationship. I was not so upset of with the DOA product (it happens some times) but the support/service experience left me with no choice but to exit sony. To be fair, the L series did look very nice and the keyboard felt very good...I only wish I was using the L series (which my kids were eagerly waiting for) instead of typing this review. But sony's loss is Lenovo's gain :-)