engadget.com
I have been a Vaio user now for four years and have upgraded my Vaio 4 times – my present VAIO is the VGN-TZ21XN. I received an e-mail in Portuguese that translates to:
“Sony recently verified that a potential issue of design can affect certain models of Vaio PC laptops. The issue involves a small number of units that may overheat, which can provoke a deformation of the outer casing next to the power socket (DC jack) and in areas of the LCD”.
Further translation and summation could result in:
“You know how expensive Vaio’s are but you probably weren’t aware of the fact that they can melt through normal usage. It’s just a small number (10-15? … thousand?). It might just melt the side of your computer but then again it might f@$# up your screen or everything else.”
So their solution is to join the voluntary inspection scheme (glad I didn’t sign my rights away and that it is in fact voluntary) whereby your Vaio will go away for an average of 3 days (excluding holidays). So it got me thinking – three days without my computer… when can I do that? 2009 when I upgrade to a Vaio (or competitor)?
I don’t want to understand their logic. I just want to buy the damn thing and never have to hear from them. I don’t want to befriend them on Facebook, receive tweets from bob@vaio nor hear from scripted customer support that claims to understand me and that I’m right but, but, but… I’m in Lisbon for God’s sake – that’s where I bought it.
Zappos rocks – their customer support isn’t scripted – you get to talk to a human being that actually listens and doesn’t reel off option A, B or C. Had a great time when I looked round their offices.
When will brands learn that every problem or issue, every contact with the consumer, is an opportunity to resolve their sacrifice hence maximizing their satisfaction? It’s not rocket science and if some manage to pull it off, is it so hard to learn how? I always dread customer support – in the end I know it’s just going to aggravate me further.
As for my Vaio – always carry a fire extinguisher with me now. Imagine though if I get stopped at US Customs and they keep my laptop and it bursts into flames – does that account to terrorism?
How to flambé your VAIO - no Michelin stars awarded unfortunately.
