I have experienced several problems with this PC – all of which still apply, and none of which have been properly addressed by Sony Vaio.
Let me briefly take you through these problems, so you can get a sense of how things developed. Subsequently, I will let you know how Sony responded along the way.
- Problem #1. Initially, on Day 1, I couldn’t register my PC online (as recommended by Sony). Every time I tried to submit my details online, the application process shut-down. Hence, I ended-up having to phone the 3-year next-day onsite support number (a service for which I had already paid extra), in order to register my PC.
- Problem #2. Then I couldn’t upgrade the Windows and Sony software properly by following the onscreen prompts (again as recommended by Sony). Essentially, what happened was that the Sony Club Vaio application wouldn’t work properly, and, as a result, two of the three Vaio-related desktop icons became corrupted during the update process. Again I had to call the 3-year, next-day onsite support number, only to be told that Sony were already aware of this problem. I was directed to install a patch from the Vaio website. This patch not only corrected this specificproblem but also enabled the Sony software to be updated via the Sony Club Vaio website. Incidentally, there was no mention of this problem in the documentation accompanying my PC
- Problem #3. Then I couldn’t burn the recommended recovery discs. Again I had to phone the 3-year, next-day onsite support number to resolve this problem. Ultimately, this problem was solved by completely recovering my Windows and Sony software applications from the PC’s hard disc (by pressing F10 on start-up).
- Problem #4. Then I discovered that I couldn’t play DVDs in both Windows Media Player and WinDVD on this PC. Eventually – having deleted and re-installed the original and updated versions of the nVidia driver, and having switched repeatedly between Speed and Stamina mode on this PC (a hugely time-consuming process) – it became clear that Sony believe it is “normal” for this PC to play DVDs either through Windows Media Player or WinDVD (whichever is used first) but not both. This problem is not made clear in any of Sony’s promotional material or technical specifications. Indeed, all my other PCs offer this functionality. Indeed, I have since purchased a new Toshiba PC that happily plays DVDs in both Windows Media Player and WinDVD with Windows Vista Business Edition installed, so this is clearly not an unreasonable requirement. Also, Windows Media Player automatically comes up first in the list of applications when inserting a new DVD, so it is highly likely that this option is going to be selected first – thus negating any benefits of having WinDVD pre-installed on this PC. Again, there is no explanation about this problem in the documentation accompanying this Sony Vaio PC.
- Problem #5. To resolve the problem of not being able to play DVDs in both Windows Media Player and WinDVD (which I see as an essential requirement), I was advised to upgrade from Windows Vista Business Edition to Windows Vista Ultimate. This I did, as instructed. The end-result was that I couldn’t even play CDs, let alone DVDs, because my Sony Vaio SZ5 told me there was “no sound card installed”. Clearly there really was a sound card installed, which was working properly earlier. Obviously, the upgrade from Windows Vista Business Edition to Ultimate failed catastophically (although I have no idea why). At this point, I gave-up and re-packed my Sony Vaio SZ5, in its original packaging, ready for return to my supplier, Port-P . . . at which point wmy real problems started.
More news in due course.
Alan
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Hi Uchenko,
I aplogise for not updating my story sooner.
Instead of continuing to complain about Sony’s truly awful customer service, I decided to purchase a Toshiba R500 instead.
Hence my attention has since been devoted to configuring my new Toshiba PC, rather than working out what to do with my useless Sony PC.
Is there anyone out there who thinks they can do something useful with a top of the range, totally unused Sony SZ5?
If so, it would be great if we could find a good home for this PC.
Yours as ever,
Alan
I wondered if you could set up some system where when your publish a new article, i get emailed to alert me?
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Dear Alan you may like to know I have also had dreadful problems with Sony. It is possibly equally as bad as your experience. Too cut a very long story short I bought a Sony Vaio F series online and had to send it back as it had an erratic fan problem and died after two days. The replacement also had a fan problem and a faulty lid. The third had a fan problem and malfunctioning optical drive. after negotiating a paltry 10% discount which I still haven’t received and an additional year guarantee I m awaiting the next replacement. Thoughout the customer service has been very tardy and has cost me a small fortune in calls and time. Either seem to be impervious to customer dissatisfaction.
A fellowk
Thanks very much indeed for sharing your personal experience with this forum.
I suspect most people buying Sony Vaio PCs are unlikely to have any inkling of how bad things can become in terms of dealing with Sony Vaio technical support and customer services when things go wrong.
Your experience precisely echoes mine, particularly in terms of Sony Vaio refusing to acknowledge or deal properly with technical problems as they arise.
I imagine you found their arrogance and incompetence as irritating as I did.
In my case, Sony Vaio customer services actually lied to me (and I can prove this, through recorded phone conversations).
This prompts me to suggest you use a telephone recording service when next you need to call Vaio technical support or customer services.
I used EasyCallRecording.co.uk to record my key conversations with Sony Vaio Customer Services. However, I believe this service is no longer on offer. Do let me know if you discover any alternative telephone call recording services.
I’m sure you’ll agree with me that the gap between Sony Vaio’s brand reputation and the reality when things go wrong has to be one of the biggest unrecognised scandals in corporate performance globally.
Sadly, I’m not sure SonyVaioHell.com stands any chance of getting this message out across mass markets around the world.
Frankly, there has to be some way to use new social media channels to propagate the message that Sony Vaio PCs can be hugely problematic and, when this happens, Sony Vaio will deny liability, lie to you, rely on their legal department to ‘frighten you off’ from taking legal action, etc. I wish I knew what we could do to spread this message.
If you’re able to spread the word and we can get some momentum going, then I’m sure Sony Vaio will start to pay attention. Certainly United Airlines did when Dave Carroll recorded his famous song, “United Breaks Guitars” (see http://www.youtube.com/watch?v=5YGc4zOqozo).
Again, many thanks for your comment.
I wish you all the best in your efforts to get decent support from Sony Vaio for your new PC. If I can help any further, please let me know.
Regards as ever,
Alan
Hi,
I, too, have experienced truly shocking customer service from Sony. I also wrote to the CEO and received no reply. My laptop has also been with Sony for ” repair ” three times with no repair having been carried out. Having spent £1,500 on a laptop which has been problematic since day one I would NEVER buy another Sony product never mind an expensive laptop. The cavalier attitude of customer services defied belief.
We should all boycott Sony products.
Thanks very much for your comments.
You seem to have been treated more badly by Sony Vaio than me. For instance, I only had to return my PC two times to discover that they were unable to fix the problem, whereas you had to return your PC three times.
The question that keeps occurring to me is how can we best advise potential buyers of Sony Vaio PCs – in advance – that, if their shiny new Vaio PC happens to go wrong, they could be entering Sony Vaio Hell?
It would be interesting to know how you discovered this site, so I can somehow promote it more widely.
Meanwhile, have you found a way through the customer service problems you’ve already experienced, or are you still arguing with Sony Customer Services?
Regards,
Alan
Good to know that I’m not alone.
I’m a long time Sony VAIO customer (actually I bought my first VAIO back in 1997-1998 and practically a new unit every single year. Currently this is my 11th VAIO, because I also bought for my wife and my daughter.) And I’m not counting all the Sony devices, Walkmans, Discmans, MD recorders, MP3 players, TVs, DVD recorders, video and photo cameras. I even purchased a desktop digital DV recorder/editor and Sony branded hard disks.
But this is over.
Last year I have my VAIO broken (touchpad) that the Service couldn’t repair. First they sent me back practically untouched. Secont shipment – touchpad still not working properly. Third shipment – touchpad replaced, but the computer automatically switched down 10-20 sec after power up. Finaly, Sony reimbursed the original purchase price. (I was without computer for 2 months.)
So I bought a new VPC-Z11 in 2010 for about $3,000.
February this year a small pixel fault appeared on my screen and started extending first vertically, than horizontally producing a nasty, hairy vertical line up to the top of my screen. (I have not damaged the screen.)
I called customer service only in March. They picked up my computer again, then a few days later somebody from Egypt let me know that they will not repair the computer free because they think I may have damaged my computer. (I have not but you have no opportunity to argue with an Egyptian guy, who is just picking up the phone and speaks a medium English, and receiving mails from Mr. NoReply in the name of a myterious Koji Mizuno.)
Apparently they outsourced the customer service of the repair to a Belgian company, who is trying to charge for every repair request, independently of whether it is a manufacturing error or not. Finally I have received my VAIO back with LCD unrepaired – ironically with an LCD cleaning cloth. Honestly, I do not appreciate this kind of arrogant corporate humour.
This is the end of my long story with Sony. I will never buy a Sony product again.
Lesson learned:
Every corporation is trying to maximize profit by reducing cost at your expenses. Outsourcing (socializing) problems and keeping (privatizing) profits only.
The only language they speak is “Money”.
So speak their language: DON’T SPEND MONEY TO BUY THEIR PRODUCTS.
My story tells what happens when short-sighted corporate financial zombies start to drive business. They don’t understand that Sony “was” about quality, this is why customers paid the premium price for a Sony product. Actually they think that the customers are the greedy guys in Wall Street, and not the ones buying their products, and quality is only an extra expense item for them.
Save your money, and don’t let yourself be manipulated by empty marketing bullshits. Saved money will help you survive the current crisis.
Let this crisis be THEIRS and not YOURS.
You can live easily without Sony (or any other corporation) but they cannot live without you or your money.
Sony VAIO VGNAR825 Owner. I was sold this computer because I asked for Blu-ray playback. It has never work properly. It took 2 weeks of emails and phone calls to Sony level tech support before Sony admitted the WinDVD software would not wok and they had no solution. They Saidthe solution would be to update to Windows 7. Sony does not have drivers for Windows 7 for this computer. The NVidea graphics card does not work right with Windows 7. NVidea has update fopr the card for all other manufactutrers but NOT Sony.
I have been ripped off!! I will never buy Sony again. I will spread the word that SONY is a terrible company that does not support their products. Sony sells computers that do not function as per the specifications.
Throwing salt on the wound, Sony tech support still has not fixed the original problem and now they want me to pay for tech support because it is out of warranty.
My machine is worthless for playing DVD and BluRay disks but may make a nice toilet seat warmer.
Hello, I never ever will buy sony again ! ! ! terrible customer service, !!!! trying to fix my laptop for 6 month already
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