I purchased a Sony Vaio desktop computer (Model PCV-V200G computer from Sears in Brookfield WI 01062 on 06/04/04 for $1355.22 which included a 3year warranty of 159.99. The warranty expires on 06/04/07.
Purchase Information
Item: PCV-V200G Desktop computer
Amount 1129.47
Warrenty 159.99
Taxs 65.76
Total 1355.22
I had a problem with the Wireless key board on 1st of August and contacted the Sears Customer support at 1-800-469-4663 number. The support person told me that there is a problem with Sony wireless key boards and hence he would replace the keyboard with a new one and then ordered a keyboard and told me that the key board would be delivered at my home in about 2 weeks time. Finally the key board arrived in UPS at my home on 5th September. When I opened the parcel i found a Microsoft Wireless Optical Desktop 1000 key board and not the Sony Vaio wireless desktop key board.
I found the cost of the replaced keyboard in the net and it costed around $29.99 where as the original Sony Vaio key board costs around $140. I contacted the Sears Customer support and they responded saying that they replaced the keyboard with a similar keyboard and that is what they do.
My understanding is that any replacement to the system till the warranty period ends have to be replaced with similar brand parts and not with a cheaper parts. I also contacted Sony customer support and found that the Sony Vaio wireless keyboards are available.
I contacted Sears Customer support several times, every time I talk to a rep, I get the same message " That is what we will do, we have not mentioned in the agreement that we will replace with the same brand or same color, we only mentioned that we will replace with similar product", When I ask them to connect me to there supervisor, that put me on hold for 10 to 15 min and then will tell me that there supervisor is not available and to call back later.
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