Alert
Close

Help hungry seniors. Deliver help and hope before Thanksgiving. Donate

Highlights

Open

You and Your Town Contest-You could win an AARP RealPad

AARP Auto Buying Program

Contests and
Sweeps

$10,000 Winter Escapes Sweepstakes

Beat the cold and cozy up to a chance of winning $10,000! See official rules.

Driver Safety

Piggy bank on the road - AARP Driver Safety

Take the new AARP Smart Driver Course!

AARP Books

Visit the Money Section

Enjoy titles on retirement, Social Security, and becoming debt-free.

Jobs You Might Like

most popular
articles

Viewed

On Your Side

Laptop Limbo

Q: I live in the Virgin Islands. On a visit to Puerto Rico in 2005, I bought a Sony laptop at a Sony retail store. For $419 I also bought a four-year extended warranty. The laptop recently stopped working, but when I called customer service to have it repaired, I was told the warranty had been canceled by the store, which didn't keep warranty records and told me to call Sony's extended-warranty service line. The folks there said they couldn’t help either.  As you can see, I'm getting the runaround and my laptop's still broken.
–Ramesh, St. Thomas, U.S. Virgin Islands

A: In your time of need, you discovered the little-known downside of extended service plans: Many aren't backed by the item's manufacturer or retailer but by a third party. Once Sony's warranty expired, your laptop was protected by a company called Service Net.   

My call to Service Net got me to a supervisor named Jacob who insisted he couldn't tell me anything about your situation because I was not you. He even refused to give me the phone number for the Service Net corporate offices (happily, it was listed on the company's Web site).
 
While calling, I found some common sense when I was connected with Suzanne Nelson of Service Net Consumer Relations. After a little research, she was able to pin down why your plan had been canceled: The service agreement did not cover the Virgin Islands. (In other words, Sony should have never sold you the contract.) Nelson also said that a credit had been issued to your credit card when Service Net canceled the agreement. You say you have no record of such a credit.

The telephone conversation left me not knowing whether you had a substantial complaint. However, I believe strongly that a company has an obligation to make sure its business partners treat their mutual customers fairly. In this case, the retail store and Service Net didn't properly inform you of the limitations of the agreement.
 
With that lack of good service in mind, I dove into my contacts file and retrieved the number for Nancy Shiver, call center manager for Sony's retail sales arm, Sony Style. I had dealt with Nancy before and found her to be one of the best customer-service reps in any company. I was confident she could straighten this out for you. And she did. For all your trouble, Sony is going to replace your broken laptop, and toss in some extra RAM memory to boot.

Glad we could help. … Back to Article

Topic Alerts

You can get weekly email alerts on the topics below. Just click “Follow.”

Manage Alerts

Processing

Please wait...

progress bar, please wait

Tell Us WhatYou Think

Please leave your comment below.

The Cheap Life

Jeff Yeager Cheap Life Ultimate Cheapskate AARP YouTube web series save money

Catch the latest episode of The Cheap Life starring Jeff Yeager, AARP's Ultimate Cheapskate. Watch

Discounts & Benefits

From companies that meet the high standards of service and quality set by AARP.

Life insurance: you are covered rain or shine

Exclusive annuities for members from AARP Lifetime Income Program from New York Life.

AARP Credit card from Chase

Members can get cash back rewards on purchases with the AARP® Credit Card from Chase.

Homeowners Insurance
Member Benefits

Join or renew today! AARP members receive exclusive member benefits & affect social change.

Rewards for Good

Your Points Balance:

Learn More

Earn points for completing free online activities designed to enrich your life.

Find more ways to earn points

Redeem your points to save on merchandise, travel, and more.

Find more ways to redeem points