topic Sony support is woeful - FE41M recovery disc wanted in PCs & Accessories

Sony support is woeful - FE41M recovery disc wanted

peshyxp — Sun, 13 Mar 2011 19:12:39 GMT

Unbeliveable how a company of Sonys reputation and global presence can absolutely mess up a simple process as requesting a set of recovery discs for a Sony Vaio laptop

Contacted support website provide model number and serial number (Sony FE41M running Vista)

They then ask me for my full name contact number, I am based in London UK

They then say the serial no is not VALID ??? even though i took the number from the base of the laptop

They then say to provide mobile number and time when they can contact me to process the purchase

This was over five days ago!!! and no further response back

Beggars belief that a simple request can send their support staff into confusion and in a spin

Helloooo......all i want to do is purchase a set of recovery discs........is that such a difficult ask??

If there is anyone out there who is willing to help please let me know

Happy to send you a set of blank dvds if you are willing to burn me a set and would be happy to pay you rather than Sony for their woeful and dire customer service

Any help is appreciated

Cheers

Sony support is woeful - FE41M recovery disc wanted

Blencogo — Wed, 16 Mar 2011 15:24:47 GMT

Did you get this sorted?

If not, can you let me have the Vaio-Link Case Number and I will try to escalate it.

Sony support is woeful - FE41M recovery disc wanted

peshyxp — Thu, 17 Mar 2011 13:13:23 GMT

No its still not sorted!

Case ref number is 365357

Most recent reply given below dated 16.03.11

"After going through your email, I understand that you would like to purchase a set of recovery DVDs.

Please be advised that I need the correct serial number of the VAIO in order to have an access to your profile because the serial number you have provided contains different information other than yours.

Once more, I apologize for any kind of inconvenience and I am waiting for your kind reply"

I have provided the correct serial number as indicated on the base of the laptop

The laptop is unregistered and out of warranty so why they are saying the info doesnt reconcile god knows

Would be good if you can expedite this case Blencogo since i am losing my patience

Its been nearly two weeks now since i raised this case!

Sony support is woeful - FE41M recovery disc wanted

Blencogo — Thu, 17 Mar 2011 14:29:36 GMT

I think I can see the problem.

Sony will only send replacement Recovery Discs to Registered Vaio owners. This is almost certainly a licensing requirement.

If the Vaio is registered to someone else, they may not be allowed to send you the discs.

I will escalate your case to see if there is a way around this - you may have to prove ownership.

Sony support is woeful - FE41M recovery disc wanted

peshyxp — Thu, 17 Mar 2011 16:24:28 GMT

Brilliant!

Its taken one response from a clued up member of this forum to shed some light on the situation yet Sonys Customer Support weren't able to do likewise despite six or more emails to me!

I really find it hard to believe how incompetent they are

Many thanks Blencogo and I await confirmation on whether there is any way around this

You really should be the Head of Sony Customer Support!

Sony support is woeful - FE41M recovery disc wanted Update

peshyxp — Tue, 22 Mar 2011 17:46:44 GMT

Sony finally got in touch and any any guesses as to what they want to charge me for a set of recovery discs?

£50!.......Yes £50!

Unbelievable - is this some kind of income generating scheme or what

How they can justify this price i dont know

I kindly turned down this offer and have requested some discount on the fact I have been messed around for two weeks and only now have they got back to me

If any one knows where i can source a set cheaper please let me know