To whom this may concern,
REF: Case ID
SONY MODEL: 'VPCF11X5E', SERIAL NUMBER:
This is the third day that I have been in touch with you over three faults with our Sony Vaio laptop. I was promised two call backs, which never happened. I am constantly chasing you to get this case resolved. This is a business, and this laptop is an essential part of our business.
Fault 1 - The Vaio is overheating, the fan is always on full power - this is not normal, and quite frankly it is dangerous. It is loud. The system is becoming very hot, and worst case it could start to melt the surrounding bezel/framework and possibly cause a fire. It should be recalled immediately as its honestly not safe.
Fault 2 - The left mouse button on the track-pad is not working - it is intermittent. You have to press the button really hard to get it to work - this is not normal.
Fault 3 - The leather material on the front of the laptop surrounding the track-pad is peeling away from the bezel at the front of the laptop. I have already sent you a photograph of this. This may be due to the overheating issue, I don't know - but this isn't the build quality I would expect from Sony.
You have informed me I now have to pay to have the item collected and repaired, yet - nobody mentioned anything about paying to have these issues fixed - now you're telling me this - after holding me for over 10 minutes on a 35p per minute customer support telephone number. I paid £1.647,00 for this laptop when I purchased it directly from you in 2010. Only 2 years later it has incurred 3 faults - not including the speaker fault which occurred in the first month of having the laptop, so 4 faults in total. Do you think this is acceptable? If it was your Laptop would you want more than two years use out of it before it fell apart? I know I would!
This is extremely disappointing. Just as our company was considering investing in some new Sony all-in-one PCs for our office, I think we will need to reconsider unless you resolve this promptly.
I would like:
1) You to collect this Vaio laptop from us as soon as possible.
2) Repair the three faults out of goodwill - since there is obviously a serious manufacturing fault here.
3) Return the laptop to me in a working state with the mentioned faults fixed.
I do not expect to pay. If you insist on me paying, myself and my company will not shop with Sony ever again. I will also advise other companies and suppliers that we deal with on a regular basis of the very poor service we have received from you. You have the option of changing this - repairing our Vaio laptop at your expense, which is the very least you can do, considering the above. The ball is in your court.
I will await a response from you.
-- Kind regards, Jeffrey
Message was edited by: -Cass-
Removed the serial number and case number in order to protect the users information and prevent other people from using it.
Message was edited by: -Cass-
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