Sony Customer Service

The following letter was sent to Sony and explains the complaint.

Re: Certificate of Coverage with accident protection

Dear Sir/Madam:

Today at approximately 2:10p I began a call with your representative �William� at 1-866-374-0134. This was in regards to the AC adapter for my laptop computer, covered under the subject certificate. As I explained to William, the power cord between the pc and the adapter, right were it comes out of the adapter, was frayed/split, allowing for copper wire to be exposed. While the adapter still worked, this is a safety hazard that directly affects the use of this computer. During this call I also discussed an intermittent modem and damage to the lid hinge. William informed me that neither the modem or cosmetic lid damage would be covered, however the adapter would be. I was informed that I would be sent a new adapter, and that he would transfer me to the technical department responsible for that so that they could verify my address and replacement of this part.

After several minutes on hold, I was transferred to what sounded like a foreign located office. The female that answered did not appear to be aware of my discussion with William, and asked how she could help me. After explaining that I had been transferred to her and that I understood she would just be verifying some information to send me a new adapter, she asked for my computer�s serial number then informed me it was out of warranty. I corrected her that I held an extended warranty, and she then transferred me to �Myra�. I again explained all this to Myra who stated that the adapter was not covered. I informed her that it was according to William. She gave me a reference number: xxxxxxxxxxxxx, and then said she would have to transfer me back to customer service. Several minutes later I was with �Laura� and apparently back in the same office as where my call originated. After more time on hold, Laura told me that my adapter was not covered under my certificate of coverage. At this point realizing I was getting a run around, I informed Laura that I was recording our call. She then hung up on me. I once again called 1-866-374-0134, and when �Bethany� answered I informed her I was recording our call. She too hung up on me. I dialed the number one more time, and this time when �Ashley� answered, I explained what had just happened, that I was not yet recording the call, but I would like to know why I was being hung up on. She explained that they are not allowed to have the calls recorded. I asked to speak to a supervisor, and after 5 more minutes on hold, I hung up. I suppose when a company is going to lie and give a customer a run around, it might be advisable to not allow the customer to record the call.

This is how you can resolve this issue. Since it is apparent that Sony does not intend to meet it�s obligation of my certificate of coverage, I am demanding a full refund in the amount of $439.98, plus 5.5% tax, the price I paid for this worthless contract. You have ten (10) days to respond to this letter in writing.

Sincerely,

Copies: Wisconsin Department of Agriculture, Trade & Consumer Protection

COMP USA, 14951 Dallas Pkway