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R8 · 02-24-2009, 12:32 PM

Thanks for all your responses! All of them are really helpful. I will just elaborate on most of your questions.

First of all, sorry for the horrible writing that I posted with. It's Midterm season and I was kind of rushing to type it out before I went to bed. Sorry.

John: I've got the names of the two Reps that helped me at the Coquitlam Centre SonyStyle store. I also have the dates, warantee card, and 3 receipts (No idea how I got 3 receipts though... I think its because they had to print one out to get the Oakridge Laptop, then Print another one to get back my Original Laptop?). I do not have photos of the damage because , as others say, they might think that I did it... My dad is old so he didn't fully inspect it before bringing it home from the store because his eyesight isn't the best. I could take photos of the damage, but truthfully, it looks small if you look at it, until you feel it. When you feel it, its kind of like someone dropping a screwdriver on it so its dented inwards, but when you look afar, it looks like a large dandruff flake. Thanks for your help John.

Banana Girl: That's the reason why I chose Sony! I've heard some good responses about it and I have tried some out myself. I didn't really want to buy a "used" one, but it was the fact that the representative lied to my dad saying that it was a brand new one and continued to explain how it was a great deal because it was new and had the specs that it had. I will be working on a full complaint letter after Monday next week (I have 2 midterms on monday, and school is more important than this crap.) And I agree with you, it does give them a bad reputation since i've been spreading my story around my first year and gr 12 friends who are looking to purchase a laptop. Thanks for your concern though!

Soundy: First of all, sorry for my poor OP English. I have the dates of the support calls and also the conversation with the online chat operator. I could exactly replicate the whole time line of this complaint. My dad suggested that I send the complaint letters to the actual CEO of Sony but thats almost impossible since the email information, or mailing information is not given. The representative did say Sorry about telling a lie to my dad and I when we went to talk about the previous owners files etc etc. He said that he would be glad to return it and give us a deal on other laptops. I bought my laptop for 750$ + tax which came out to around 840$. His deal was to let me return my laptop, and get around 100$ off a 1250$ laptop before tax and perhaps throw a free bag in. Obviously I declined this offer because its ridiculously retarded. The specs on my laptop were almost the exact same too. When I say they "helped me set up a new Windows" that meant that they loaded a fresh Windows on it on my Original, first bought, laptop. After I brought the Oakridge one over (which is the scratched up, dirty, second laptop) they said that they had already installed a fresh Windows on my previous one and basically gave that one back. I already wanted to explode and just return the stupid laptop, but I didn't want to spend another day looking for a new laptop since school was starting soon, and I still had work. I believe that his laptop is a discontinued series and it was probably released a year ago? That's why there are no new ones left at SonyStyle for me to pick up, or else I would have complained even more to get an exchange for a new one. I looked around the store, and the equivalent of this models specs and price was impossible to find. I totally agree with your whole argument, I paid a "boxing day" price on a used model when they said it was new... When they were apologizing, I brought it to the assistant manager too, and apparently, after the rep said he was "Sorry" the assistant manager tried to joke it off and start using bawdy humor which I did not find funny at that time (since I was already pissed off at how they lied to me and also how they are giving me crappy deals). Thanks for the website, I will definitely use that to contact Sony. Soundy, you are a great resource, thanks for all your help.

Syee: I would have opened the box if I was purchasing it, but the fact that my dad purchased it for me (I was working) and it was Boxing day, I don't think he need to open a "NEW" laptop up. I'm sure most people would not open a brand new laptop in the store. I agree with your terms, I don't think the cosmetic damage will do any against them. I will be typing this complaint out and probably getting it proof read by 3 of my friends from highschool. All of them with great English writing abilities. I do believe that it was an Open Box item, but i'm not entirely sure... If it was a refurbished one, then it would have had the previous owners files erased. Thanks for your help Syee, even if they give me a replacement unit, it would probably be better than the current one.

JKam: This store would be located in Coquitlam Centre. Even at store level, they will probably not give me a new one... I really appreciate your help, and I really appreciate how a Sony Representative is agreeing with my complaints! I will definitely give you a PM. The box is in the garage so I can't really check it right now. Yes, the first one is probably a returned one.. But what I don't understand was why a returned laptop in TORONTO/ONTARIO would fly all the way to VANCOUVER/BRITISH COLUMBIA, without formating, and be sold as an open box. That is not good practice for such a large, well known, corporation. Thank you for all your input though JKam, Check your pm

.

Dragon-88: I purchased this laptop at the Sony Style store HOPING to get good service and such, since it IS a large company that could accompany my needs. I know other stores like Anitec, NCIX, etc, they are really great stores too. I, personally, have shopped at those places also, and they are super friendly. I previously worked at Best Buy and I know how they only care about pushing the sales and basically, dumping the returns for the manufacture. But I was hoping for more at a specialized Sony Style store. I sent my laptop in on Wednesday, and they said that it won't be looked at until Friday, and be returned to me by Monday. First of all, why do they have so many laptop problems if i'm waiting 3 days to get mine looked at? But disregarding that, I got my laptop back on Friday which was ahead of schedule. Thanks for your inputs!

Twitchyzero: Yes, I believe they sold it to me as brand new... I did not look at the receipt yet, but if it does say "NEW" on it, then I will definitely have the front edge on this complaint. I couldn't demand a brand new one on the 2nd time around because they did not have anything left in British Columbia besides the other Open Box Laptop at Oakridge SonyStyle. I did go back to get my point across, but the assistant manager felt that it was something to joke about with the other employee when I was standing there furious as they reformatted my computer and basically showed the other rep how to tap the spacebar to open a setup screen. As he , the assistant manager, was tapping the keyboard, he said to the lieing rep " see? you tap it like this... kind of like how you tap your wife, he he he he". Is that really necessary to say in front of my dad and I? Thank you for your concerns though!

Syee: again. :P If you read my responses above, yes, I did ask for a new one, but this model is , I believe, discontinued? So they did not have any left. Your response is absolutely correct Syee. I've gone back to their store about...4 times. First time to ask why it has another persons file. Second time to return the Oakridge laptop and pick up the original one. Third time to send it off to manufacturer (Thank god the service place is in Vancouver or else I would have waited longer). Fourth time to pick it up. Right now its working well, although, since it is my first laptop, im not sure its suppose to be this laggy and slow. Other than that it's basically only the minor scratches and the fact that I had my RAM chip replaced. Thanks again for your help Syee!

***Update*** I just looked at my receipts and they don't say anything about the laptop being open box, nor refurbrished, it only gave the laptop name, and under it, it says : CUSTOMER SATISFACTION : -$151 which is basically the discount given on Boxing Day...

***Update 2*** I was just on the phone with the Manager and he said that I may be able to return the computer for store credit, or get an upgrade!!

02-24-2009, 12:32 PM	#10
R8 Buy/Sell rules violation; Zero Tolerance Join Date: Aug 2006 Location: Audi Posts: 834 Thanked 14 Times in 11 Posts Failed 0 Times in 0 Posts	Thanks for all your responses! All of them are really helpful. I will just elaborate on most of your questions. First of all, sorry for the horrible writing that I posted with. It's Midterm season and I was kind of rushing to type it out before I went to bed. Sorry. John: I've got the names of the two Reps that helped me at the Coquitlam Centre SonyStyle store. I also have the dates, warantee card, and 3 receipts (No idea how I got 3 receipts though... I think its because they had to print one out to get the Oakridge Laptop, then Print another one to get back my Original Laptop?). I do not have photos of the damage because , as others say, they might think that I did it... My dad is old so he didn't fully inspect it before bringing it home from the store because his eyesight isn't the best. I could take photos of the damage, but truthfully, it looks small if you look at it, until you feel it. When you feel it, its kind of like someone dropping a screwdriver on it so its dented inwards, but when you look afar, it looks like a large dandruff flake. Thanks for your help John. Banana Girl: That's the reason why I chose Sony! I've heard some good responses about it and I have tried some out myself. I didn't really want to buy a "used" one, but it was the fact that the representative lied to my dad saying that it was a brand new one and continued to explain how it was a great deal because it was new and had the specs that it had. I will be working on a full complaint letter after Monday next week (I have 2 midterms on monday, and school is more important than this crap.) And I agree with you, it does give them a bad reputation since i've been spreading my story around my first year and gr 12 friends who are looking to purchase a laptop. Thanks for your concern though! Soundy: First of all, sorry for my poor OP English. I have the dates of the support calls and also the conversation with the online chat operator. I could exactly replicate the whole time line of this complaint. My dad suggested that I send the complaint letters to the actual CEO of Sony but thats almost impossible since the email information, or mailing information is not given. The representative did say Sorry about telling a lie to my dad and I when we went to talk about the previous owners files etc etc. He said that he would be glad to return it and give us a deal on other laptops. I bought my laptop for 750$ + tax which came out to around 840$. His deal was to let me return my laptop, and get around 100$ off a 1250$ laptop before tax and perhaps throw a free bag in. Obviously I declined this offer because its ridiculously retarded. The specs on my laptop were almost the exact same too. When I say they "helped me set up a new Windows" that meant that they loaded a fresh Windows on it on my Original, first bought, laptop. After I brought the Oakridge one over (which is the scratched up, dirty, second laptop) they said that they had already installed a fresh Windows on my previous one and basically gave that one back. I already wanted to explode and just return the stupid laptop, but I didn't want to spend another day looking for a new laptop since school was starting soon, and I still had work. I believe that his laptop is a discontinued series and it was probably released a year ago? That's why there are no new ones left at SonyStyle for me to pick up, or else I would have complained even more to get an exchange for a new one. I looked around the store, and the equivalent of this models specs and price was impossible to find. I totally agree with your whole argument, I paid a "boxing day" price on a used model when they said it was new... When they were apologizing, I brought it to the assistant manager too, and apparently, after the rep said he was "Sorry" the assistant manager tried to joke it off and start using bawdy humor which I did not find funny at that time (since I was already pissed off at how they lied to me and also how they are giving me crappy deals). Thanks for the website, I will definitely use that to contact Sony. Soundy, you are a great resource, thanks for all your help. Syee: I would have opened the box if I was purchasing it, but the fact that my dad purchased it for me (I was working) and it was Boxing day, I don't think he need to open a "NEW" laptop up. I'm sure most people would not open a brand new laptop in the store. I agree with your terms, I don't think the cosmetic damage will do any against them. I will be typing this complaint out and probably getting it proof read by 3 of my friends from highschool. All of them with great English writing abilities. I do believe that it was an Open Box item, but i'm not entirely sure... If it was a refurbished one, then it would have had the previous owners files erased. Thanks for your help Syee, even if they give me a replacement unit, it would probably be better than the current one. JKam: This store would be located in Coquitlam Centre. Even at store level, they will probably not give me a new one... I really appreciate your help, and I really appreciate how a Sony Representative is agreeing with my complaints! I will definitely give you a PM. The box is in the garage so I can't really check it right now. Yes, the first one is probably a returned one.. But what I don't understand was why a returned laptop in TORONTO/ONTARIO would fly all the way to VANCOUVER/BRITISH COLUMBIA, without formating, and be sold as an open box. That is not good practice for such a large, well known, corporation. Thank you for all your input though JKam, Check your pm . Dragon-88: I purchased this laptop at the Sony Style store HOPING to get good service and such, since it IS a large company that could accompany my needs. I know other stores like Anitec, NCIX, etc, they are really great stores too. I, personally, have shopped at those places also, and they are super friendly. I previously worked at Best Buy and I know how they only care about pushing the sales and basically, dumping the returns for the manufacture. But I was hoping for more at a specialized Sony Style store. I sent my laptop in on Wednesday, and they said that it won't be looked at until Friday, and be returned to me by Monday. First of all, why do they have so many laptop problems if i'm waiting 3 days to get mine looked at? But disregarding that, I got my laptop back on Friday which was ahead of schedule. Thanks for your inputs! Twitchyzero: Yes, I believe they sold it to me as brand new... I did not look at the receipt yet, but if it does say "NEW" on it, then I will definitely have the front edge on this complaint. I couldn't demand a brand new one on the 2nd time around because they did not have anything left in British Columbia besides the other Open Box Laptop at Oakridge SonyStyle. I did go back to get my point across, but the assistant manager felt that it was something to joke about with the other employee when I was standing there furious as they reformatted my computer and basically showed the other rep how to tap the spacebar to open a setup screen. As he , the assistant manager, was tapping the keyboard, he said to the lieing rep " see? you tap it like this... kind of like how you tap your wife, he he he he". Is that really necessary to say in front of my dad and I? Thank you for your concerns though! Syee: again. :P If you read my responses above, yes, I did ask for a new one, but this model is , I believe, discontinued? So they did not have any left. Your response is absolutely correct Syee. I've gone back to their store about...4 times. First time to ask why it has another persons file. Second time to return the Oakridge laptop and pick up the original one. Third time to send it off to manufacturer (Thank god the service place is in Vancouver or else I would have waited longer). Fourth time to pick it up. Right now its working well, although, since it is my first laptop, im not sure its suppose to be this laggy and slow. Other than that it's basically only the minor scratches and the fact that I had my RAM chip replaced. Thanks again for your help Syee! *Update* I just looked at my receipts and they don't say anything about the laptop being open box, nor refurbrished, it only gave the laptop name, and under it, it says : CUSTOMER SATISFACTION : -$151 which is basically the discount given on Boxing Day... *Update 2* I was just on the phone with the Manager and he said that I may be able to return the computer for store credit, or get an upgrade!! Last edited by R8; 02-24-2009 at 02:05 PM.