In a post entitled In praise of Sony Vaio support by David Terrar at Business Two Zero, he airs his frustrations in relation to difficulties he was having with his Sony Vaio SZ laptop, and the subsequent quest for a solution.
"The battery on my Sony Vaio SZ Laptop failed. It’s out of first year Sony warranty, but still under a John Lewis two year guarantee. John Lewis regard batteries as consumables, and so their guarantee doesn’t apply - doh! Sony’s battery problems are well documented. After a little research I found a forum where people were relating exactly my problem on my model PC, with some who’d got battery replacements from Sony outside of warranty. When I contacted Vaio Laptop Support, explained and pointed them to this forum, they sent me a replacement battery, no questions asked. Excellent. "
This is a great example of how, with a little bit of searching, the web can help facilitate consumer knowledge sharing to the benefit of all.
The forum he was referring to was here. Sony also have an online user community for customers to collaborate as described in my recent case study post here - Sony Vaio Community .
I say well done to David. How many of us would have given up and just bought a new battery in this situation? Maybe the collaborative sharing emerging in blogs etc, will empower the consumer!