Exactly! I don't want to be unrealistic; if they can't fix it they can't fix it, just let me know what's going on!!!

I don't even want a call - I just want someone to answer my calls and give me some information! When I've worked in customer service jobs in the past I've always done my best to sort things out, and it really winds me up when someone who's physically in the same building as the guys repairing my laptop won't go down to the shop floor and have a word with them.

Guess I'll give them a week, then start leafleting outside the local Sony Centre, then if that doesn't work I'll go and chain myself to the front of the repair centre...

Hi there mate.

This is a bit unfortunate that situations like this come up purely because of bad communication. The least they could have done is informed you if it was going to take longer.

Hope ya get it sorted.

Success!

I sent that email on Friday night. When I called Sony on Monday evening, they finally had some news for me - after two weeks of waiting.

It turns out that the laptop needed a new motherboard, which I was told had been ordered and would be ready to be installed Tuesday or Wednesday (i.e., yesterday or today). Funnily enough I had told Sony that I suspected the motherboard would need replacing when I first told them the laptop needed repairing.

I then got an email today telling me that the new motherboard had been fitted, and the laptop would be despatched today or tomorrow.

Strange how, as soon as I got the management involved, I went from getting no information at all about the repair to the repair being completed in three working days...

One final note on this: the laptop did indeed come back to me via DHL on Friday, as promised, and is running fine.

Fantastic news Jim. Glad to see everything is OK, if not quite as smooth as we would have hoped for but still

woohoo

glad to hear it--

nice......glad to hear one that came back in good shape.