Ready to explode at any moment
UPDATE: Sony fixed the laptop on March 4, 2009 at approximately 10:00am – that’s almost six months after the initial recall was announced.

The issue involves a small number of units which may overheat due to a wiring problem. Sony has initiated a voluntary program to perform a free inspection and, if necessary, a repair to ensure these units meet our high quality standards. (from Sony’s Support site)

I love this laptop as does everyone who sees it. Yes, it is that small. Yes, it does have a DVD burner. Yes, it is made of carbon fiber. Then, I found out about the product recall on September 21, 2008.

I registered on the site the next day. In exchange for my personal information, I received an automated confirmation that gave me a confirmation number and the promise that “required parts for your unit will be ordered, and a Sony of Canada representative will contact you once parts are received for your unit to be serviced.” The email closed with the warning that it would take 14-28 days to process my request.

When I received a response from “dwight” on September 25, I thought that I was set. Speedy response. “dwight” promised the options of carry-in or ship-in to solve my problem. Obviously, carry-in is much more attractive.

Then, I waited.

On November 2, I contacted Sony Support by email to see what was up. Did Sony forget about me? “Michelle” told me to contact 1-888-526-6219. So, I phoned it to find out about my recall. The number that Sony Support gave me was the wrong phone number (although I had to go through a phone tree and a ten minute conversation to find this out). They gave me a new phone number that required that I wait until Eastern business hours the next day.

Fed up with Sony SOS, I replied to the last email to let them know that they’re telling people to call the wrong phone number. “Kyle” apologized and suggested that I try that new number.

On November 3, I called Sony Support, gave them my whole story again and spoke to someone who would have someone get back to me that day.

On November 12, I called them again because no one had contacted me. I explained my situation again and was assured that my situation is escalated to a manager who would contact me that same day. The call centre rep did say that I do not have an option to carry-in because that is only available in the US. She also told me to not leave the notebook plugged-in overnight. Great.

It’s November 23, and no one from Sony Canada has contacted me.

One would assume that a company so experienced in massive recalls would handle my simple recall in a timely fashion. Instead, I’m being burned by my over-heating laptop.

4 Responses to “Burned”

  1. Kaleem says:

    This runaround sounds suspiciously like my experience trying to get a minor repair while under warranty & the atrocious “customer service” — if one can even call it service — I received at Sony Canada’s flagship store in Toronto’s Eaton Centre.

    My VAIO is the best (and most expensive) laptop I’ve owned. People still act like it’s from the future. But I’m seriously rethinking if I want to give my money to a company that treats its best customers so poorly.

  2. Joanna says:

    Exactly! This is my second Sony subnotebook. I also own a Sony digital camera and a Mylo. I mean, who else is so much of a Sony fan to own (and still use) a Mylo?

  3. Erica says:

    Oh I haven’t relayed my HP tribulations to you yet. It’s even worse, believe it or not, customer-service wise. Is there no good support out there, or what?

  4. Joanna says:

    UPDATE: Now, watch Sony do nothing with my post on GetSatisfaction