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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


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...


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 Author Profile Page on September 19, 2011 at 9:21 PM

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