"Terrible customer support"0.5 starson by ekoppen
Pros: Have to keep it running long enough to find out
Cons: Can't get support
Summary: My Vaio would not turn on while connected to AC power supply. Called Customer support and was told to remove battery. Tech was unable to tell me how to remove the battery. It seems the battery is located under a cover accessible after removing two retainer screws. I had to figure this out myself; the tech did not have a clue. Now that I had the cover off I asked the tech how to release the battery. She said "pull on it". Yes I said, I am but it doesn't seem to want to come out. Just pull on it she said. I finally located a blue finger nail size lever next to the battery, moved it and the battery released. We went through the trouble shooting process until I was told that a technician would be calling me in two or three days to set an appointment to repair the computer. I said OK.
After thinking about my issue I called back the next day and suggested they rush me another battery as perhaps the problem could be there. I was informed the on-site call had been canceled and I was being sent a box to return the computer for factory repair and I could expect it to be returned in two to three weeks. I told them this was unacceptable in that I was leaving on safari in ten days and needed the computer for my trip. I was told that I could get it when I got back then.
I asked to be shipped a replacement battery just in case that was the problem. I was told no, the only way to get it up and running was to ship it back to Sony.
Fortunately there is a Sony Only store about forty miles away. I went there, explained my situation and they provided a battery to test the computer. What do you know! It booted up and performed flawlessly.
Sony tech support is undoubtedly the worst I have ever encountered and there are some really bad ones out there. Seven hours invested on the phone and I had to find a solution on my own. Don't waste your money on an extended service contract. I paid $399.00 and it's worthless.