I bought a supposed top of the range F series Vaio a year ago and have had problems from day 1 including overheating, sounding like a hair dryer and struggling to process data streams (I got a 2year warranty and purchased an additional year so no disputes about out of warranty work).
I arranged a collection over a month ago for today, e-mailed them yesterday to remind them, made arrangements to stay in all day and no-one turned up to collect it, not even a phone call.
This exact same thing happened last year when I arranged a repair - stayed in and no-one turned up on the day arranged. On this occasion I had to waste 2 days staying in and then they said I would get a VIP turn around of 3 days. 7 days later it was missing and I eventually received it back after 10 days. I use it for my work so this is more than just an inconvenience.
I wrote and e-mailed to the main customer service in the UK but got no response back. They seem to have a policy of pass the buck and will when I called they said they couldn't help and referred me back to the vaio-link customer service who are some outsourced outfit and totally incompetent. It seems that they try and inconvenience you as much as possible so you will give up trying to get it repaired. I guess they hope that if they stone wall you enough times you will go away.
The inconvenience in time and money this has caused me is far more than the cost of the stupid machine so by this action Sony really are being short sighted as I would not risk this expereince again.
I saw on another thread someone had written to the executive officers:
Head of UK Customer services is Mr Karl Barker, email@example.com
Sony CEO is Mr Howard Stringer, firstname.lastname@example.org
Head of Vaio Service Europe is Mr Koji Mizuno, email@example.com
I was wondering if anyone else had tried this and had any success.