Here's how it went with SONY. Has no one ever instructed their support to satisfy the customer? What a great world it would be if we just did that. Satisfy the freakin customer!
user Tommie Carter has entered room
analyst Alec_ has entered room
Alec_>
Hi Tommie. Welcome to Sony Online Support. I’m Alec. Please allow me a moment to review your concern.
Tommie Carter>
ok
Alec_>
Thanks for waiting, Tommie. I'm sorry for the difficulties that you're experiencing as the power system is not woring. I’ll be happy to assist you with this.
Tommie Carter>
Ok , if I disconnect anything we will lose all power so i cannot get to the battery without the system going down. What would you like me to do at this time?
Alec_>
Okay, Tommie.
Tommie Carter>
yes
Tommie Carter>
/
Tommie Carter>
?
Alec_>
Please stay online while I check this information for you.
Tommie Carter>
ok
Alec_>
Thanks for waiting, Tommie.
Alec_>
Could you please confirm whether the Battery indicator light glowing in the Computer?
Tommie Carter>
Nothing at all. I see the steay green power light that comes on when one pushes the power button and the steady green next to "DC IN" on the docking stations
Alec_>
I suggest that you clean all the metal contacts of the Battery using a pencil eraser and then install it in the Computer. After check whether the issue resolved.
Tommie Carter>
I tried that before I called after doing some research online - I am a computer consultant. So far it hase not worked...
Alec_>
Did you reset the BIOS to its default settings?
Tommie Carter>
I will try that but my research indicates that this will not resolve the issue.I know its a step to follow so I can certainly waste as much of my valuable time as you would like. I paid for the extended warranty and would like the battery replaced. could you please give me a yes or no? (not trying to be offensive just succint)
Alec_>
I am really sorry for all the inconvenience.
Tommie Carter>
me too since i use this to do all of my work and schoolwork...
Alec_>
Could you please confirm whether you have purchased the Extended Warranty from Sony?
Tommie Carter>
yes the sony extended warranty
Alec_>
If you purchased your extended warranty through Sony, you may reach the Extended Warranty Service Division at 1 866 766 9259.
Tommie Carter>
i thought a battery recall was on and this is supposedly a prevalent issue. why do i now have to go to another department. i think you can understand that i just want the issue resolved. transferring customers is a pain to the customer
Alec_>
I am really sorry for all the inconvenience.
Tommie Carter>
so you are indicating that my only recourse is to go through the sony warranty? what do you tell customers who do not have a warranty?
Tommie Carter>
if i have to call them and they ask for my receipt i will be very frustrated. how much is the battery?
Alec_>
We can try the troubleshooting steps to confirm that the issue is not Battery related.
Tommie Carter>
well anything i try requires me to turn off the computer, correct? at which point i will not be able to get further guidance. is there a simpler way to just get the battery replaced. 99.99% of the online community is saying to replace the battery as the fix. why would my machine be any different than all those other folks? i would like a document with the troubleshooting steps so i can stop wasting my time.
Alec_>
Tommie, I will provide all the troubleshooting steps on this chat window to resolve the issue. Are you okay with that?
Tommie Carter>
ok lets try it
Alec_>
The next step is to reset the BIOS to its default value.
Alec_>
Are you using the same computer for this chat session?
Tommie Carter>
yes as mentioned previously i am on the box
Alec_>
I would like to forward a link to a page where you can view the steps to reset the BIOS to its default value.
Alec_>
When you receive the link please click on it to open the page and let me know if you are able to view it.
Alec_>
http://www.kb.sony.com/selfservice/documentLink.do?externalId=C94679
Tommie Carter>
i see it
Alec_>
Please reset the BIOS to its default value and check whether the issue is resolved.
Tommie Carter>
you recall that i mentioned this requires a restart?
Alec_>
If the issue still persists after resetting the BIOS to its default settings, please install the Battery Check Utility in the Computer and check whether the issue is resolved.
Alec_>
Shall I forward a link where you can download and install the Battery Check Utility in the Computer?
Tommie Carter>
the number you gave me to dial has a person speaking very low who is attempting to tell me to call a different number. I CANNOT HEAR THE NUMBER! Can you please get me some help
Tommie Carter>
1 866 766 9259 - Redirecting me but I cannot hear the guy...
Tommie Carter>
I AM NOW FRUSTRATED - thanks
Tommie Carter>
i would like the link and a valid number to call
Alec_>
http://esupport.sony.com/US/perl/swu-download.pl?mdl=VGNUX280P&upd_id=2319&os_id=7
Tommie Carter>
i know its not your fault but this is silly and i have other things to do - can i get a working number? i can call and get support
Tommie Carter>
have you called 18667669259? because i think you will understand how upset folks feel after getting this reference
Tommie Carter>
it really is useless. try it, you will see...
Tommie Carter>
it really is useless. try it, you will see...
Tommie Carter>
anyway is there nothing else to try?
Tommie Carter>
i am installing the battery check
Alec_>
I'm sorry, if the issue persists after installing the Battery Check Utility, the issue should be with the Battery and needs replacement.
Tommie Carter>
yes - i knew that before i called. what i would like to understand is the process needed to get the battery replaced.
Alec_>
Yes, it is required to contact the extended warranty team to get the Battery replaced under the extended warranty.
Tommie Carter>
can you give me a better number? the one from before has a person directing me to a new number and he is mumbling in an unintelligible way. I turned the phone all the way up and he distinctly misses a few numbers - how about a link to the extended warranty website?
Alec_>
I'm sorry, there is no other telephone # and website for the extended warranty team.
Tommie Carter>
have you ever dialed the phone number? maybe you could hear the new number the person is referring and tell me. i cannot be the first person to mention this to you, right?
Tommie Carter>
fyi - 866 -618-5776 so your next customer won't suffer
Alec_>
Thank you for the information.
Alec_>
Tommie, since we are chat support team, we do not have the facility to dial the phone numbers.
Tommie Carter>
well i will go now. this has been a totally useless experience.
Alec_> I sincerely apologize for all the difficulties you are put through.
Tommie Carter> wish they gave you guys some leeway to just satisfy the customer...
Alec_> Thank you for contacting Sony online support today.
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