Sony Vaio 8 Months Barely Usable. No Repair/Replacement from Sony. No Refund from Laptops Direct.

[miranda2000]

Hello,

 

Could you please help? Not sure where to post as this also involves poor service from Sony not just the laptop purchase.

 

Bought a Sony VAIO Fit E model SVF1421S1EB laptop for £444.88 and a 3 year warranty £44.00 in November 2013.

 

In January 2014 the mouse started behaving erratically, contacted Sony who sent a lengthy list of things to do in an attempt to resolve which I deemed overkill as it involved a system restore which would have wiped my data and software - I opted for an external mouse instead.

 

In May 2014 the hinge broke, contacted Sony who claimed I had damaged it, even though I pointed out that there were cases of this 'common issue' all over the internet. The casing and hinges are plastic not sturdy at all.

 

Shortly after my wireless signal quality dropped - max 2 bars, most times 1. Again contacted support who admitted this is a known issue. They asked me to do a bunch of stuff including a system restore which I did, asked me to do it again when it didn't resolve. At that point my sound started misbehaving. Support offered me a wireless adapter to 'boost my signal' and asked me to do yet another system restore to resolve the sound issue

 

In the middle of the emails I asked Sony for my money back but they suggested I contact the vendor as my contract is with him. I contacted Laptops direct last week, initially they gave me directions for filling a return request online but it seems they have refused my claim.

 

My Issues:

• The laptop hinges broke within 6 months. This is not acceptable period obviously expected the laptop to last that's why I bought an additional 3 years warranty.
  
• Sony has refused to replace or repair the laptop even though it is still under warranty. Sony Support is crap - I have sent over 10 emails and 2 online complaints - their offices are only open week-days till 5pm. I am pretty sure the troubleshooting instructions I got are meant to serve as a deterrent - one was over 2 pages long! When it still wasn't fixed received a second email was the same instructions in a different order!
  
• The laptop can not be used for the purpose it was intended ie internet and movie streaming - touchpad & sound are still erratic and wireless is rubbish.
  

 

 

What to do?

 

1. I am looking to get my money back. Is this a feasible position as the laptop is over 8 months old? Worst case I would like to get at least half of my money back and a refund on the additional cover I bought.
   
2. How do I go about doing this - presumably it is the vendor and not Sony? Small claims, ombudsman?
   

 

This is the worst computer I have ever owned by the way and I been using them since Windows 3.1!

 

If anyone is thinking of purchasing a Sony Vaio DON'T

 

Thanks so much, sorry about the length - not happy !!!

[dx100uk]

how did you pay?

 

dx

[renegadeimp]

Your issues started within a few months so maybe use soga

[miranda2000]

Hi dx, I paid by card, but this was in November 2013 about 8 months ago.

[dx100uk]

credit card?

 

then use section 75

 

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/31/creditcards-31.htm

[miranda2000]

Ok thanks, I've contacted the vendor who are assigning someone to 'my case.' Will use it once I get an email.

 

Still in communication with Sony Support who are still asking me to carry out a 'full system recovery.' Asked them blatantly why they are refusing to repair or replace? Will see what they say. Don't want a Sony Vaio ever again, would be very disappointed if they actually offered me a replacement though they'll probably want to bill me for the hinges, apparently about £140 which I'll refuse.

[miranda2000]

Yes I did actually pay by credit card. Thanks. Will look over properly tomorrow when I'm a bit more awake

 

 

Oooh had a quick peak, useful if I can prove a breach of SOGA. Very interesting - thanks!

[dx100uk]

nope you don't have to prove SOGA

 

its failed

 

they are equally responsible