Escalating a complaint regarding a repair

[quick_spider]

My Vaio FZ21M laptop was repaired last October for a faulty Nvidia graphics chip (replacement motherboard). The laptop was not reassembled properly and the media control buttons were not sitting correctly - unit was returned to Sony again and was properley fixed 2nd time round.

All was well until January when the wireless LAN stopped working. Sony repaired it under warranty (within 3 months of previous repair) as I'm led to believe the WLAN is part of the motherboard.

When the laptop was returned I noticed a crack in the casing by the firewire port. I emailed VAIO support and sent photos of the defect. I also noted the condition report of the laptop (detailing scratches etc) was missing from the repair paperwork. This has always been included in the previous times it has been back to Sony which makes me suspicious the repair centre have something to hide.

A month down the line and I am getting nowhere with either the email or telephone support - they keep closing the case without contacting me or resolving the issue. When I phone or email, I get an empty apology and the case gets reopened. If I phone before they've closed the case, I'm told they are waiting for a response from the repair centre.

I wish to escalate the matter, but I'm having trouble finding out how - does anyone have any contact details for Customer Relations (either for Vaio or for general Sony)

Thanks

Jon

[Blencogo]

I would try:

Sony Customer Relations
Sony Europe Limited
Jays Close
Viables
Basingstoke
RG22  4SB

http://support.sony-europe.com/contacts/email/email.aspx?site=odw_en_GB

[playful1]

Jon,

Your issues sound almost the same as mine!  I had the problem with my Nvidia grapics and eventually found out that Sony accepted resposibilty for this.  Bought my LM1E in 2008, so by now it was out of warranty.  I had to keep calling Sony on the 09 number which costs 35p per minute.  Now I know this may sound petty, but I object to having to pay for the many times I've had to call  them during this nightmare.  They are inept and unprofessional, I am astounded, and like many I thought Sony was a name of quality and customer care.  Funnily enough, when my Vaio was in warranty, I was assisted by a professional Irish chap, but then, it wasn't a hardware issue.

I buy a lot of Sony products, cameras, tv's etc - and I can tell you, I will NEVER buy another Vaio again!  I will  also make it my business to tell others not to.

I had a box delivered, I then had to pack it and contact DHL and they returned and delivered it to a nearby Repair centre.  Waited a long time, but finally it came back, having had the motherboard replaced.  It also came back with a crack to the glass frame.  Sent it back again, they replaced the frame, returned it to me, and now there's another issue with it, so it looks like I am going to have to return it for the third time.

I could have written a book about this issue - I've left out the number of times I have contacted them and how utterly inept their responses have been.

So I need to complain to someone I think will listen, though perhaps that person doesn't exist at Sony.

Deborah