Sony Suck!!

After I arrived in Japan last year I quickly realised I needed to get a computer. So I decided to buy a laptop. I wanted to buy one in Japan, but most computers here only come with Japanese Windows, without the option to change to English. So I bought a Sony Vaio (AR51SU) and had it delivered to my mother's workplace in Ireland, as they wouldn't ship it directly to Japan. My mother then posted it to me in Japan.

It came with Windows Vista. So I had plenty of software problems initially. But more importantly it was over heating to the point that you could not hand your hand on the bottom of the unit for more than about 5 seconds without burning yourself. It was no longer a 'lap' top!

I contacted the support service of Sony, and they had me try various different software settings. All of which I knew were pointless, and none of which worked. So I got into the habit of just turning off the computer every hour or so to allow it to cool. And just became used to overheating. But just before the warranty expired, I decided I should really have it fixed. So I contacted Sony again. A person called me and after a few brief questions she said that it needed to be returned. I was told that once Sony had it in their possession it would take about 7 working days to repair. Sounded good to me.

So I brought it to the post office the next day (Sept 26th, 2008) and sent it to the repair centre in France, via EMS. I got a tracking number and could follow its route to France online. After 4 days it arrived at Chronopost in France and stayed there for a few days. I contacted Sony to know if there was a problem. They said they hadn't received it yet. I contacted Chronopost but nobody there spoke comprehendible English. So I passed the number on the repair centre and asked that they contact them. They tried to call them once, but no one answered. So I got a friend who speaks French to ring them. And they informed me that they had contacted Sony 4 times asking for a simple form they required before they could allow it clear customs. But Sony refused to provide this form. And after trying many different routes to solve the issue, finding different numbers and names, requesting Sony to contact the people, or give them the information they required. Sony gave me no help what so ever. And on October 18 the computer was returned to Japan, having never arrived at the repair centre.

So I needed to send the computer back to France again. But this time I wanted to avoid the problems I encountered the first time. So I asked Sony what information I needed to include with the computer to get it past customs. They suggested I contact the post office in Japan. They also didn't know. Japan Post said to contact France, so I had to get my friend to ring Chronopost again and speak with people who were among the most displeasant people we have ever encountered! After making multiple calls (they were hanging up on us!) they said to send the item again, but send it with a courier that does not use Chronopost and everything should be fine.

So that's what I did, (after eventually finding out what company does not use Chronopost). On Nov 4th I sent the computer to France again. And this time it cleared customs. However it changed shipping companies and I was given a new tracking number. And on Nov 14th the item was delivered, according to the Internet.

Having heard nothing from Sony, I asked them if they received the computer. Their answer was "We will request information for you." On Nov 21st I mailed them again asking if they had received it; "We are investigating the issue." Nov 25th: Have you received it or not? 27th "We are investigating the issue."

So I decided to call the repair centre in France as opposed to dealing with the monkeys in the Irish support centre. After 3 days ringing there, I eventually spoke with a woman who told me that they had in fact lost my computer! The next day they found it. And I was told that my case was being prioritised. 3 days later it was on it's was back to Japan.

After having become used to how shit Sony's support is, I have spent the last 3 days emailing Sony Ireland to find out what repairs where made on the computer. Their response was: The repair is complete and the unit is in transit.

Thanks Sony, your great!

I haven't recieved it yet, it may arrive today or Monday. Man it's going to suck if I have to send it back again!