Public Mediation

My Claim vs. SONY ELECTRONICS INC Dispute

L. H. vs. Sony Corp Of America Inc
550 Madison Ave Fl 33, Manhattan, New York, 10022, United States
Amount Involved: $4,646.70
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 1518786
    • Amount Involved: 4,646.70
    • Filed On: Dec 06, 2013
    • Posted On: Dec 17, 2013
    • Complaint(s):
      • Bad business practices
      • Customer service runarounds
      • "I just feel ripped off."
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"Personal Computer Model: SVL241290X UC7 (54340587)
Serial Number: S0100010782
I bought this computer by Internet and asked Sony to build it according to my personal specifications with the most advanced, complete, and up to date specifications available at the time. I received it on February 11/2013.
The problem with my PC is that it stops responding when I try to open some kind of files and programs like these ones:
1- I tried to take a course by Internet but was unable to do it: My PC stopped responding.
The link for that site is: http://www.aplus-certification-training.com/subpages/CompTIADownload.asp
1- I tried to open and download a brochure with some car information from a TOYOTA web site but my PC stopped responding.
The link for that site is: http://www.toyota.com/download-brochure.html
1- If try to open a video from MSN News or YouTube but my PC stops working.
I discovered this defect after the 30 days that allowed me to return the computer to its manufacturer, so, the only option according to SONY was to fix anything wrong with it starting a chain of attempts to do it: Whenever I got a day off from my job I was calling SONY and getting my PC connected to SONY technicians via Internet in order for them to troubleshoot and fix it but, every time, after spending several hours trying different kind of “solutions” the sessions ended without my PC being fixed.
I start getting tired of losing all that time and asked SONY to exchange my PC or refund my money: they didn’t accept and told me I must send the PC to a SONY Repair Center; I was reluctant about this option but accepted.
On 05/28/2013 the PC was sent to SONY Laredo Repair Center. Some days later I received it just to find that nothing was corrected.
More calls to SONY, more time loosed on my days off dreaming with my computer working properly; every time since my first call it was just a repetition of the same troubleshooting procedure and attempts to find a solution. I started feeling like SONY was playing with me…like trying me to get tired about losing time with them and stop contacting them. I kept asking for an exchange or my money back until they told me about sending the PC again to the Repair Center; I was more reluctant than the first time but accepted again asking the SONY representative that “Please make sure the problem is corrected this time”.
On 06/18/2013 the PC was sent to SONY Repair Center for second time. Three days later I received a call from a SONY technician telling me that “again” they “discovered” the computer has a virus: this was a lie…and…if needed I can explain in Court why it was a lie.
I felt that SONY, besides trying to make me abandon my claim making me tired of trying and losing time, is now trying to make me think that I am the one causing the problem with my PC. My feeling about SONY playing with me is stronger now.
I think this will give the Court a good idea about the problem. I don’t remember the date of my first call to SONY but my last call was on 08/28/2013 when I talked with Melvin and told him: “I don’t want to keep trying because I have been doing it for more than half a year” I explained him why “the problem with my PC was not related with Internet Explorer but with any one of the hardware upgrades added to my PC when I ordered it”
SONY just don’t want to respond for the product I bought from them: First they was trying me to get tired spending effort and time contacting them for this problem to the point that I abandon my claim (the times I contacted SONY amount to more than 30 in more than 6 months); second, SONY tried to make me believe that the problem was caused by me; and, third SONY tried to make me believe that the problem is caused by a 3rd party applications”.
SONY asked me to send the PC for a third time to the Repair Center…I refused!!...I refused because SONY has been just playing with me.
I waited until now to start this action due to my impossibility to get an Internet connection.

P.D.: The Case Number with SONY is: E57675595"
...
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What Claimant Wants Hide
1. Refund: The Personal Computer Dec 21, 2013 $2,646.70
2. Pay me for my time: Time spent with SONY trying to solve the problem, packing, unpacking, sending and picking up the PC Dec 21, 2013 $2,000.00
3. Other – Copy claim to regulators Dec 21, 2013 $14.99
4. Other – Pay for claim posting cost Dec 21, 2013 $7.99
5. Other – Physical delivery charges Dec 21, 2013 $11.98
Cash total : $4,681.66
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Respondent's Counteroffer

There has been no response to this claim from Sony Corp of America Inc. This claim will remain posted until resolved
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