Since then I have spent at least 9 hours on-line with five different "techs" trying to fix the problem. Each time, the tech stated that the problem was fixed but it wasn't. Each time I would call back and be placed on another on-line chat (I was told that the techs are NOT ALLOWED to speak with customers - only on-line is allowed. I suspect this is because they do not speak english very well). Each time the tech would go through some manipulations and tell me it was fixed. The last time, I watched what the tech was doing and he/she was clearly repeating what a previous tech had tried. I told her that it wouldn't fix the problem but she insisted it was fixed. As soon as the chat ended I restarted the computer, let it sit idle for 30 minutes, and it froze again of course.

I called back a sixth time and told them I wanted a refund and I would take the computer to someone else. After some time I was finally able to get a "senior supervisor" and then after repeating my request for a refund at least 10 times during which he wanted me to go on-line again and assured me the problem would be fixed (just like every other time), he finally agreed to "escalate" my call to the billing department. He pretended to transfer the call and then just hung up on me.

So far I have wasted countless hours of my time not to mention the money and these guys clearly do not know what they are doing. When I first called I was pressured into buying a service agreement from them and I stupidly did so. I should have suspected something then.

These guys all use American sounding names but they are all clearly Indian accents and are obviously located in India. Their only job is to sell service plans, not to fix anything. Even the chats follow a script that is ridiculous after the fifth time.

I strongly recommend that you stay away from this company. I suppose that the only recourse left to me is to dispute the charge on my card and to write reviews like this. I plan to file a complaint with the Better Business Bureau agains the parent company "Customer Focus Services, Inc" (what a joke of a name) in LA and to write the chairman of Sony advising him to find anoter company to do their customer service. I certainly will never buy a Sony product again because of this.