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April 17, 2011
Sony Vaio VPCYB15KX Laptop Return
Purchase Date: 3/21/11
Problem: Sony laptop crashed. Need to return for refund. End Session user Rob Kiser has entered room
analyst Regan_ has entered room
Regan_> Hi Rob. Welcome to Sony Online Support. I'm Regan. Please allow me a moment to review your concern.
Regan_> Thanks for waiting, Rob. I'm sorry that the VAIO computer is not responding as expected. I will be glad to assist you with this.
Rob Kiser> where can I ship this unit to return it? I need an RMA number or somethign like this.
Regan_> I'll assist you with the information, Rob.
Regan_> All the return/refund issues are handled by our Customer Information Service Center.
Rob Kiser> ok. how can i get in touch with them?
Regan_> Sure, I'll be glad to assist you with this regard.
Rob Kiser> some time today would be great.
Regan_> In this case, I suggest that you contact our Customer Information Service Center at:1-239-768-7545 to return the computer.
Regan_> Their hours of operation are: Mon-Fri 9:00AM-8:00PM ET
Rob Kiser> Not acceptable. I need to contact someone now.
Rob Kiser> i work during the week.
Regan_> Rob, I can understand your concern.
Rob Kiser> And?
Regan_> I'm really sorry to inform you that our Customer Information Service Center will be available on the above provided timings.
Regan_> I've discussed this with our supervisor already.
Rob Kiser> And it's not an 800 number?
Rob Kiser> Sweet.
Rob Kiser> This will be my last Sony purchase.
Rob Kiser> Trust me on this one.
Regan_> I'm sorry that you're confronting such issues with the Sony computer.
Rob Kiser> Vaio recovery process sucks. Lost all of my data.
Regan_> I'm sorry that the data from the computer is lost after performing the system recovery.
Regan_> Rob, if the computer is under warranty the support will be free of cost.
Rob Kiser> the trick is that it started the recovery process without telling my 13 year old daughter that it would delete all data in the process. No warning what-so-ever. Unacceptable.
Regan_> It is strongly recommended to bacjup the data before performing the system recovery.
Regan_> Moreover, the computer displays a warning message while performing the system recovery to backup the data.
Regan_> Performing a system recovery will erase all the data present in the computer and will reinstall the preinstalled operating system, applications and the original drivers.
Regan_> Before performing the system recovery to restore the computer to the factory settings, it is required to back up all the data from the computer.
Regan_> Rob, I'm sorry that the data from the computer is lost.
Regan_> Please let me know if you have any other questions or if you have it from here.
Regan_> I didn't receive a response. Are you still with me?
Rob Kiser> no.
Rob Kiser> no warning.
Rob Kiser> nice try.
Regan_> Rob, the computer will display the warning message to backup the data.
Rob Kiser> When you're in DOS, and you try to format the c: hard drive, it warns you "Warning...All Data Will Be Lost...Type 'YES' to continue".
Rob Kiser> Nothing like this occurred.
Rob Kiser> Just a threat that we should start the recovery process and a single mouse click.
Regan_> Warning "All Data Will Be Lost" is a message that computer displays before the process of the recovery.
Regan_> All Data Will Be Lost refers to the data that is stored in the computer.
Regan_> Rob, I can understand your concern.
Rob Kiser> But, you admit, they don't have to type "YES" to confirm. Just a mouse click from a 13-year old will suffice?
Regan_> I'm sorry that the data is lost while performing the system recovery.
Rob Kiser> Not nearly as sorry as I am.
Rob Kiser> Bye.
Posted by Rob Kiser on April 17, 2011 at 12:19 PM
Comments
Robots are by nature unable to assimilate information and make judgement decisions.Thus the task you presented to Robot Regan was a nonstarter. You will have to find a live "representative" to assist you.The robots are becoming more and more life-like, but nevertheless can only repeat the same information when presented with the same questions..What to do???
Posted by: sl on April 18, 2011 at 3:22 AM
Hi Rob,
Thanks for sharing!
The same Sony laptop crashed for me after two months... I don't like this computer. Were you able to return it? I bought it from Fry's - is that where I should return it? They were very slow and unhelpful identifying a problem, so I can foresee problems of them accepting the laptop back...
Thanks,
Dalia
Posted by: Dalia on September 18, 2011 at 8:47 PM
I bought mine from Sony online and they took it back no problem.
Posted by: Rob Kiser 
on September 19, 2011 at 9:21 PM