topic Re: Contacting ESupport in PCs & Accessories

Contacting ESupport

sencore — Thu, 18 Sep 2008 08:36:53 GMT

Hi all,
Has I had a problem with my laptop and I needed to contact ESupport. Went through the registration, but everytime i tried to enter my computer serial this error come up: "Your Serial number could not be registered. An automated request has been sent to our e-Support Team to contact you in the shortest delay possible to assist you with the registration."
This is really strange has I have registered my serial with Sony sites and never had this problem.
Is there any other way to contact Sony ESupport other than phoning?

I would also ask to any kind member if they could provide me with the recovery disc1 for the VGN-FZ21Z as to eliminate a fault with my recovery disc. If anyone can please get in touch.
TIA

Update: Sorted

Re: Contacting ESupport

Thalamus. — Sat, 20 Sep 2008 12:36:00 GMT

Hi all,
Has I had a problem with my laptop and I needed to contact ESupport. Went through the registration, but everytime i tried to enter my computer serial this error come up: "Your Serial number could not be registered. An automated request has been sent to our e-Support Team to contact you in the shortest delay possible to assist you with the registration."
This is really strange has I have registered my serial with Sony sites and never had this problem.

have you registered with e-support in the past.?

If so then try using the Forgotten password and/or login link on the e-support page, use the following link: Vaio e-support

However hopefully someone from Sony support should be in contact soon, please check your contact details are correct (click here )..

Re: Contacting ESupport

sencore — Mon, 22 Sep 2008 08:16:19 GMT

Hi Thalamus,
I have contacted Sony and this is they response:
Dear*****

Thank you for contacting us.

If you have used your own Windows Vista disc on your VAIO this may have deleted the partition on your VAIO.
We do not supply a disc with the Sony software.
If you can no longer access the Recovery partition then you can purchase new Recovery DVDs for 34.30 GBP Incl. VAT for this.

If you would like to purchase the recovery DVDs please update your case with your preferred contact number and suitable timeframe between the hours 08.00 and 18.00 Monday to Friday.

Regards,
Michelle
Sony VAIO-Link Team

My response to them:
Dear Michelle,
You wrote:
"If you have used Windows Vista disc on your VAIO this may have deleted the partition on your VAIO."
I do beg to differ, if you read my issue in its entirity, you would see that the "hidden partition" was not working and as the recovery discs were also given me an error, I did not have any other choice but to install a "full" Vista. Also, Windows, and that is true of every version, never install to an hidden partition nor try to.
After reding many threads in Club Vaio and the internet, I have come to the conclusion that this is a well documented problem with this type of recovery. I do not believe I am at fault, and should not be offered to buy the recovery discs, but as the recovery process its flawed, I should, at least, be offered the discs free of charge as a good will gesture from Sony's part.
Best regards

So far no reply and if you ask me I don't think I'll never get one!!!!

Is anything you can do Thalamus?

Thanks

Re: Contacting ESupport

Thalamus. — Mon, 22 Sep 2008 14:22:22 GMT

Is anything you can do Thalamus?

I'll do what can..

Re: Contacting ESupport

sencore — Mon, 22 Sep 2008 14:34:12 GMT

Thank you very much Thalamus, your help is really appreciated.
Cheers

Re: Contacting ESupport

Thalamus. — Tue, 23 Sep 2008 16:43:26 GMT

I'm hoping that Sony support have been in contact with you again..

Re: Contacting ESupport

sencore — Tue, 23 Sep 2008 19:31:33 GMT

Hi Thalamus, yes they have. I spoke with Anthony, a very nice chap, and we are on the way to sorting things out.
Thank you for your support.

Re: Contacting ESupport

Thalamus. — Tue, 23 Sep 2008 20:41:14 GMT

yes they have. I spoke with Anthony, a very nice chap, and we are on the way to sorting things out.

you're welcome, hope all goes well..

Re: Contacting ESupport

Klari_uva — Tue, 07 Oct 2008 17:18:47 GMT

Hi all,

unfortunately, same thing has happend to me. I have created recovery discs upon purchasing my Vaio laptop VGN-FZ21Z. Everything went well but now, I have decided to format the computer and reinstall the system using the Vaio recovery center. However, the first disc gave me an error (after 15 percent completion) 305: 69. The installation aborted afterwards. What does this error mean? I had to install the VISTA pack and right now I am missing all the wonderful Sony software including VAIO update 3. I can barely use my computer right now . I purchased my Vaio in Europe (Czech Republic) 9 months ago. I have been living in the USA for one year and since the USA Sony doesnt support european VAIO models at all I dont know what should I do right now. I tried to call the support in the Czech Republic but was told that they could not do anything without having the comp at their office. I also contacted the european support three days ago, but so far I havent recieved any answer.

Please, help me. I am getting really desperate. I used to use my laptop 24/7 but after the reinstallation I cannot almost use it.

Where can I obtain a copy of the software for VAIO? I need the VAIO update and all the preinstaleed software? or, where can I get the original recovery discs? I believe that I created all the recovery discs right following the instructions.

thanks for your quick answer.

Klara

Hi all,
Has I had a problem with my laptop and I needed to contact ESupport. Went through the registration, but everytime i tried to enter my computer serial this error come up: "Your Serial number could not be registered. An automated request has been sent to our e-Support Team to contact you in the shortest delay possible to assist you with the registration."
This is really strange has I have registered my serial with Sony sites and never had this problem.
Is there any other way to contact Sony ESupport other than phoning?

I would also ask to any kind member if they could provide me with the recovery disc1 for the VGN-FZ21Z as to eliminate a fault with my recovery disc. If anyone can please get in touch. 
TIA

Update: Sorted

Re: Contacting ESupport

Thalamus. — Tue, 07 Oct 2008 17:29:28 GMT

Where can I obtain a copy of the software for VAIO? I need the VAIO update and all the preinstaleed software? or, where can I get the original recovery discs?

Hi Klara

welcome to Club VAIO..

you're Vaio has a hidden HDD recovery partition so as long as it has not been deleted you should be able to recover your Vaio back to the original installed OS and programs just as it was when you first used your Vaio.

To do this Start your Vaio and when you see the Vaio logo screen press F10 repeatedly this normally would start the recovery process.

You can order a replacement recover disc set from Sony Vaio Support, you can do this either by phone or via e-Support, use the following link to find the contact details: Sony Vaio Support

Re: Contacting ESupport

Thalamus. — Tue, 07 Oct 2008 18:30:37 GMT

Hi Thalamus,

thanks for such a quick response   

Unfortunately I have formated the disc so I dont have any hidden folders that would include information I need for the recovery process.


I read the post from the other uses who was facing the same problems with the recovery discs. He did not believe it was his fault that he couldnt to reinstall the Vaio software using them. I also do not believe I did anything incorrect. I have created the recovery discs exactly according to the instructions. Nobody could tell me what that error message means. I believe this problem is an instalation problem. I have read other posts from users who have the same type VGN-FZ21Z as I have and who was facing the same recovery discs problems. Why should I buy the new recovery discs when it is not my fault? Of course of there is not any other option I will have to buy them

Thanks for your help. I really appreciate your assistance

Klara

Hi Klara,

did you test your recovery disc set before you formatted your HDD.?

Re: Contacting ESupport

Klari_uva — Wed, 08 Oct 2008 18:18:31 GMT

Hi Thalamus,

yes, I did try the recovery discs before we formated the hard drive. After we started the reinstalation process we got the error message. We tried to start up the windows but it did not work. Based on this fact, we decided to format the hard drive.

Klara

Re: Contacting ESupport

Thalamus. — Wed, 08 Oct 2008 20:01:11 GMT

Hi Thalamus,

yes, I did try the recovery discs before we formated the hard drive. After we started the reinstalation process we got the error message. We tried to start up the windows but it did not work. Based on this fact, we decided to format the hard drive. 

Klara

Hi Klara,

did you install any Sony updates before you formatted the drive.?

Re: Contacting ESupport

Klari_uva — Thu, 09 Oct 2008 18:54:10 GMT

Hi Thalamus,

Yes I did install Sony updates before I started reinstallation process of my computer. Unfortunately, I had not known that there was an error on the recovery discs before I started the reinstallation. Had I known it before I would have never started the reinstallation process. By the time I realized the error I was not even able to start up the Windows. 😞

Klara

Re: Contacting ESupport

jollynicechap — Thu, 08 Apr 2010 20:18:46 GMT

Esupport

Same issue for me I'm afraid. Vaio stopped booting up one day. So put in my rescue disc created using Vista. Still would not boot just kept hanging and would not load the recovery tools. Tried formatting C: drive, stopped the hanging - but tried all the tools and only the restore responded. Got the same error as reported below i.e. 305: 69 at aout 10% progress. Tried formatting the whole disk (not just C: using Vista tool) and then got a message that the Vaio could not find the boot file. Replaced the hard disk as it was now broken. Now back at previous position i.e. getting the 305: 69 error.

Welcome any information on what other Sony users have done to resolve this issue.

Regards

jnc

Re: Contacting ESupport

Thalamus. — Thu, 08 Apr 2010 20:30:46 GMT

Hi jollynicechap,

welcome to club VAIO..

I guess you'll have to purchase a new set of recovery disc's from Vaio support..

However here is the official response taken from the Sony support KB..

You receive errors '305' (e.g.: '305:69'), '323' (e.g.: '323:52') or '403'

1. Run the system recovery from the recovery discs and also from the factory-preconfigured hard disk recovery partition (F10 recovery option). if possible.
2. Try both the "C recovery" as well as the "Complete recovery" options of the VAIO Recovery Center Wizard.
3. If the issue persists, run the “VAIO Hardware Diagnostics” option available within the VAIO Recovery Center Wizard and execute the HDD test to check your hard disk for errors..
4. If the HDD test gives an error, please contact VAIO Customer Support.
5. If the HDD test passes but you still unable to perform the system recovery, please contact VAIO Customer Support.

You are unable to recover your computer because you deleted the original harddisk recovery partition (for e.g. during the installation of a non-preinstalled operation system) without first creating your recovery discs
Please contact VAIO support to purchase recovery discs for your computer.