Bad motherboard---and bad customer service policy
Written: Nov 26 '03
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Pros: Nice design. Lightweight. Good feature set.
Cons: Bad motherboard and a bad customer service policy meant a weeks-long delay.
The Bottom Line: Nice-looking, but it arrived with a bad motherboard. Due to a bad customer service policy, there was a weeks-long delay in getting a working machine from Sony.
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| travelingagain's Full Review: Sony VAIO Z1RA PC Notebook |
After the well-documented hibernation problems (in another line) and the agonizingly long time it took Sony to address them, we were concerned about both product quality and customer service, but decided to take the gamble on the Z1 line. We lost. We bought one of the machines, a Z1VA (slightly different from the Z1RA), opened the box, then spent hours on the phone with customer service when the wireless networking wouldn't work. Was finally told by Sony Customer Service that I'd need to send the machine in and that it would take 7 - 10 business days to get it repaired. I asked if they could ship me a replacement machine now--some of the other manufacturers do this for DOA machines and other serious defects--and was told that, while they realize that some other manufacturers do this, Sony doesn't--and "can't." They also wouldn't specify a date when I could get a working machine, just the standard answer: "It should be 7 to 10 business days, but . . ." After escalating this three levels, to the head of national customer relations for Sony, I finally believe them: This is a policy decision and they won't budge--even when the machine should have never left the factory.
Recommended:
No
Amount Paid (US$): 2079
Operating System: Windows
Processor: Intel Pentium
Processor speed: over 1000
Screen Size: 14 inches
RAM: 256
Internal Storage: CD-RW and DVD
Hard Drive (GB): 31-40
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Epinions.com ID:
travelingagain
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Reviews written: 1
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