Ultimate Electronics, Tulsa, OK - Sony Vaio PCV-RX 450 - trouble getting problem fixed

# 2 for April 27, 2002

Complaints.com received the following consumer message on April 26, 2002:

From: Billy Hewitt [Email User]

RE: Ultimate Electronics, Tulsa, OK - Sony Vaio PCV-RX 450 - trouble getting problem fixed

Tulsa based Ultimate Electronics/Sony Electronics/PCV-RX 450 unusable!

Back in October of 2001, I purchased a Sony Vaio PCV-RX 450 desktop. Approximately 20 days after the purchase it locked, then refused to load Windows.

I contacted the "salesman" at Ultimate Electronics on about the 28th day, and he told me to bring to pc back the following morning, that he would wave the 14 day exchange/refund policy. The next day I returned everything only to be told the manager would not allow it! I filed a complaint with BBB, but Ultimate Electronics in Tulsa,Okla. is a non-member, and has a "poor" Better Businees Bureau rating.

The company refused to answer my complaint via the BBB, but has shipped the desktop to Sony twice since the purchase. Though I have owned the computer since October of 2001, it has failed to operate properly ninety days straight.I have tried several times to resolve the problem with Sony, but no avail. For example, I have e-mailed Sony several times.....finally got a reply to my first e-mail about a technical question I asked almost three months ago.

Furthermore, I have spent a considerable amount of time on "hold" (up to 45 minutes at a time) w/o ever talking with a real live human. Since I am in college, and this pc is unreliable, I was forced to purchase another computer! Both times the Vaio locked up, it also refused to load Windows. Last night I finally got to speak with a representative from Sony.

He said it sounded like a virus, but everyone, including my fellow college students and instructors I e-mailed with the Sony have had no problems. I have asked Sony at least three times, and Ultimate Electronics(including their corporate office) to either refund my money, or replace it with one of equal value.

Both organizations have been giving me the round around, but it looks like I be forced to take both companies to my local small claims court to resolve my dilemma.

I paid approximately $1,200.00 for the unit, plus the expense of an XP upgrade disk, plus the expense of Microsoft's XP Office Standard version for teachers ans students! Both software items can only be used in the PCV-RX 450!