topic Re: e-support case timescales in PCs & Accessories

e-support case timescales

revad — Tue, 30 May 2006 16:29:49 GMT

I have a touchpad problem with my 3 week old VGN-SZ1XP/C and I raised a new case on e-support yesterday. Ok it was a bank holiday here in the UK, but can anyone give me an idea of how long I might have to wait for them to get in-touch?

Re: e-support case timescales

Thalamus. — Tue, 30 May 2006 17:09:20 GMT

Hi revad

Welcome to Club Vaio,

The time scales for reply varies, you could if you wish contact Sony support via e-Mail, Phone or Fax, see this link for details..

Re: e-support case timescales

revad — Tue, 30 May 2006 18:30:43 GMT

Nice idea, but the link you gave just directs me to the e-support, which is where I have the case registered already.

Re: e-support case timescales

Thalamus. — Tue, 30 May 2006 19:36:58 GMT

I presumed that that you had contacted Vaio link electronically, that's why I posted the link as it has alternative ways to contact Sony support.

Phone Nr 0870 240 2408

Sorry for the confusion...:smileyhappy:

Re: e-support case timescales

revad — Tue, 30 May 2006 21:48:34 GMT

No problems. My first impression was that you were suggesting there was a seperate email address, but I now understand your intention, which is appreciated.:smileyhappy:

Re: e-support case timescales

revad — Wed, 31 May 2006 12:08:31 GMT

Jus wanted to thank Thalmus once more and say that e-support responded to my cases first thing this morning, which I am happy with as far as time-scales are concerned.

Re: e-support case timescales

kee-lo_ — Wed, 31 May 2006 13:05:15 GMT

Usually it's 48hrs but some people have reported waiting 7 days

Re: e-support case timescales

Thalamus. — Wed, 31 May 2006 18:30:01 GMT

Hi revad,

Hope your warranty problem is sorted now..:smileyhappy:

Re: e-support case timescales

revad — Thu, 01 Jun 2006 10:37:57 GMT

Not yet. I am still waiting for them to update the on-line record to show the real warranty end date, but they did say this could take 48 hours, so they have a little time left.

Also, I spoke to a friend yesterday who apparently had exactly the same problem, so maybe Sony need to put a flier in with the kit to tell you how to register your warranty (when you don't buy and extended option).

I'll add a note when the warranty finally shows up on e-support.

Re: e-support case timescales

revad — Thu, 01 Jun 2006 10:44:00 GMT

It would help if I answered the correct thread. My comment above was more relevant to another thread about my warranty not being registered on e-support LOL.

As for this touch pad problem I am still waiting for e-support to phone me regarding a pick-up and repair, although for the past few hours the touchpad has been behaving its self, which makes me wonder about sending it back at all. Intermitent faults are a pain.

I'll see what they say when they eventually call.

Re: e-support case timescales

revad — Thu, 01 Jun 2006 16:38:09 GMT

Vaio will be picked up on Monday by DHL and i should expect a 10-15 working day turnaround. This is ok for me as it is not my only PC and I don't rely on it for business. Anyone who does should consider upgrading their warrnaty to on-site next working day.

Re: e-support case timescales

revad — Tue, 13 Jun 2006 08:56:41 GMT

My Vaio arrived back yesterday having done a round trip to France via Telford.

Sony's e-support system and repair support system is a disconnected mess which is not untypical of a large company.

For example it appears (or at least I was told) that when the vaio arrived in Telford it was checked, but they didn't have the parts so they sent it to France, but apparently had to update the system so it looked like it was fixed and on it's way back to me.

When it didn't arrive I had to phone the support line to find out it had actually been sent to France! What made this worse was that someone in Telford then closed the e-support case without any explanation leaving me to reopen it.

At least it came back and appears to be ok.