Sony is far from reliable. Their support is perhaps 2nd to worst next to Dell Consumer whom is now battling their #1 position with HP, and HP is quickly becoming the #1 worst customer service company in my opinion.
Here is how bad Sony is. We had run through 3 Sony VAIO (1x ours, 2x our customers- mind you these were the expensive models).
1. Our Sony Vaio- Took a little over 4 months, and 3-4 dozen calls before Sony had the part in stock to replace the motherboard. 4 months and endless "we will call you back" only to be not be called back. All throughout the whole time they would not: offer a replacement, nor give us any estimated time for their parts to come back they just kept giving us the "wait, we'll call you" run around.. We must have talked to at least 2 superiors whom would tell us the exact same thing, we'll call when the technician gets it in 1-2 weeks. Needless to say, we ended up using that laptop for parts simply because we were not waiting any longer.
2. Our customer's Sony VAIO VGN ($1800) developed the issue with the fan, that Sony recalled. After nearly 5 calls, yes 5 fregging calls having us do the dumbest steps like: Recover windows (because a fan rattling=software related), they finally agreed to replace it (well under warranty fyi).
3. Our third Sony VAIO was a customers. Motherboard died, barely 1 week out of warranty. When we notice:
a. Fan is not working, and had not been working. Customer had told us the fan was loud/obnoxious like there was rattling (fan recall?) and after a few months it just upped and stopped making any rattling sound. Turned out the fan had died, motherboard probably overheated and died.
We had to call 3 times, and took them a little over 2 months to dispatch an Onsite tech.
1st call: I tell them what happened. Fan rattled-> Stopped rattling -> Does not function. Therefore laptop had no cooling and died. Sony refuses to admit that the fan dying is a possible explanation to the motherboard dying, but at the same time admits a fan that does not work would lead to overheating and failure of the motherboard. ???. Sony refuses the fan had issues past just spinning too fast, not that it was defective yet when asked to go on record about it they say yes the "nondefective but loud fan" would have died if not replaced (obviously it died). Interesting how Sony plays the game. They agree to send a technician to check the laptop out.
2nd call. 1 week later no call from a technician. Our customer is growing impatient. We call in we are told we would be called back within a couple days.
3rd call. 1 month later since the beginning. Customer takes laptop back, and doesn't buy Sony. We receive a call from the Sony technician, we explain to him that they took too long and we threw the laptop away and got another laptop. They said if we could get it back so they could check it out and maybe repair it, we said no and to be honest we wouldnt want to have a Sony again even if it was a free repair, or a free laptop.