eSupport Chat Transcript
Raymond_ > Hi Ace, Welcome to Sony Online Support. I'm Raymond. Please allow me a moment to review your concern.
Ace > thank you
Ace > it should be a 5 digit number
Ace > and its not
Ace > 76487
Raymond_ > Thanks for waiting, Ace. I?ll be happy to assist you with the information to reinstall the Operating System.
Ace > how's it coming?
Raymond_ > Ace, a Certificate of Authenticity sticker is located on the computer for reference purposes only.
Raymond_ > A Certificate of Authenticity (COA) or Product ID is not necessary to setup, configure or use the operating system included with the computer.
Raymond_ > These computers utilize a Universal ID specific to Sony VAIO computers which is integrated into the operating system.
Raymond_ > It should never be necessary to enter, view or edit the Universal ID.
Ace > I understand that
Raymond_ > To reinstall the Operating System a System Recovery should be performed.
Ace > but for me to reinstall this operating system
Ace > using that key
Ace > I need to match install media to it
Ace > every piece of windows install media has a product code
Ace > regardless of who sells it
Ace > I need that product code if I am to reinstall windows from scratch and still use the key on the underside of the laptop
Ace > I'd rather not try to install windows half a dozen times until I find the right one
Ace > there are several
Ace > do not have the original media
Ace > and the recovery partitions are long gone
Raymond_ > This is not required as the OEM Operating System is reinstalled using the VAIO Recovery Wizard by performing a System Recovery.
Raymond_ > Did you create the Recovery Media Kit?
Ace > I have a laptop here
Ace > with an empty hard drive
Ace > I have no idea what a recovery media kit is
Ace > I do, however, have dozens and dozens of windows install cd's, for almost every possible flavor as I work with a microsoft partner
Ace > if you'd just tell me which one goes with my key
Ace > I'd be on my way
Ace > you may have to escalate the issue
Raymond_ > I suggest that you obtain the Recovery Discs and perform a System Recovery to reinstall the Operating System.
Ace > link?
Ace > It's not like I don't have install cd's here
Ace > if you just told me what type of "recovery cd's" you're pitching, this wouldn't be a problem
Raymond_ > Ace, in a VAIO computer to reinstall the Operating System using the Sony supplied software a System Recovery have to be done.
Ace > I don't have that
Ace > my client didnt provide that
Raymond_ > To do this either the Recovery Wizard or the Recovery Discs are required.
Ace > I can do this just fine with xp pro
Ace > 55274 55285, etc
Ace > those are oem MPC's
Ace > 55661 is retail
Ace > and I dont need recovery cd's or any of that nonsense
Ace > I just reinstall windows with a cd that matches the product code associated with the key on the COA
Ace > I'm asking for your help with media center
Ace > what is the microsoft product code for the operating systems you ship with this laptop?
Raymond_ > Ace, if you are to perform a clean install (i.e., installed from a commercial, off-the-shelf, version rather than using the Recovery Wizard or Recovery Media Kit) of the Operating System you have to contact the Microsoft Support team.
Ace > if you can't tell me, please escalate me to someone who can
Raymond_ > The Certificate of Authenticity or Product Key is a legal license document that can not be replaced except by the issuing company, which in this case is Microsoft.
Raymond_ > They will be able to assist you.
Raymond_ > To obtain a replacement Certificate of Authenticity (COA) or Product Key for software already installed on the computer, please contact Microsoft.
Ace > I have the key!
Ace > Thats not hte problem!
Ace > I have the COA
Ace > I'm not asking for that
Ace > microsoft cant tell me what you sold my client
Ace > only Sony knows what variant of media center they shipped here
Ace > its just like an SKU
Ace > its a 5 digit number that is associated with install media of different types
Ace > you need to use matching cd's to match to the key on the sticker on the pc
Ace > rather than use every single media center install cd I have here until I stumble on the right one
Raymond_ >
A Certificate of Authenticity sticker is located on the computer for reference purposes only and is not a valid key as this is not required.
Ace > I'd like you to tell me what the code is of the version that shipped with this laptop
Ace > so wait, you're telling me the key on the computer is invalid?
Ace > thats funny, because every other time I have ever done this, that's a valid key
Raymond_ > Ace, you can contact the Direct Accessories and Parts Center at 1-800-488-7669 to check the availability of the Recovery Discs and perform a System Recovery.
Raymond_ > They will be able to assist you.
Raymond_ > The hours of operation are as follows:
7:00 am to 9:00 pm Monday through Friday, Central Time.
8:00 am to 6:00 pm on Saturdays, Central Time.
11:00 am to 5:00 pm on Sundays, Central Time.
Ace > if my sticker has an invalid key, my next step is go to microsoft and have sony reported for shipping unlicenced software
Ace > this is fraud
Ace > please escalate me
Ace > what you are telling me doesen't make any sense at all
Ace > I know sony isn't shipping unauthorized cd keys
Raymond_ > Please stay online while I transfer this chat to my supervisor.
Ace > thank you
Raymond_ > Please wait, while the problem is escalated to another analyst
Raymond_ >
Peter_ > Hi Ace. I am the supervisor. Please give me a moment while I go through the previous chat transcript.
Ace > thank you
Ace > I really appreciate your help with this
Peter_ > Ace, are you trying to install Windows XP Professional Operating System?
Ace > no, I am trying to reinstall Windows XP Media Center 2005
Ace > it came with the system
Ace > the trouble is that I'm not sure which install media I should use since my client did not provide the original
Ace > your install cd's product code have to be matched to the product key you type in
Ace > otherwise, you will just be refused when you try to enter the keyu
Ace > this is determined by a 5 digit code on the install cd
Ace > called the microsoft product code
Peter_ > The Computer is shipped with a VAIO Recovery Wizard application which is a replacement for the Recovery CDs.
Peter_ > You can reinstall the preinstalled Operating System, all the Drivers and applications using the VAIO Recovery Wizard.
Ace > it's really hard to use that when the client didn't provide that
Ace > this hard drive has been wiped clean
Ace > no recovery partitions, no nothing
Ace > now if I can completley wipe a $15000 HP DL380 server and reinstall windows 2003 clustered based on the stickers on the chassis
Ace > by matching up these product keys
Ace > I can do it with a laptop
Peter_ > Ace, in that case the only option is to purchase the Recovery Disc set to install the MCE Operating System.
Ace > but I have mce media
Ace > what is the microsoft product code of the media you are selling?
Ace > its a 5 digit number
Ace > nothing confidential
Ace > nothing secret
Ace > its like a PLU/SKU
Ace > generally denotes OEM from VLK or Retail
Peter_ > Each Windows Operating System has its own Product Code to prevent Piracy. The Product Code (COA) on the sticker located on the computer will work only with the OEM version Operating System.
Ace > you are confused
Ace > there are different codes
Ace > I am not asking for the key on the laptop
Ace > I have that
Peter_ > Please be specific.
Ace > I have the COA sticker
Ace > on the underside of the latpop
Ace > laptop*
Peter_ > OK.
Ace > that is not what I need
Peter_ > That's correct.
Ace > if you were to pull out your recovery cd
Ace > and go to...
Ace > 1 second
Ace > while my cd drive here spins up[
Ace > F:\I386\setupp.ini
Ace > where F is your cd drive
Ace > there will be two fields
Ace > the second one is PID
Ace > has a very short code in it
Ace > so that the windows installer knows what type of windows to install during the reinstall process
Ace > denotes retail from oem from VLK
Ace > I provided examples earlier for windows xp professional
Ace > I took a shot in the dark that the MRMPFPP_EN cd was the correct install cd
Ace > since it's for OEM
Ace > it clearly is not]
Ace > when you provide me the correct code, I can find the right media and be on my way
Ace >
Peter_ > The Product key for retail version Operating System is not provided by Sony.
Ace > so the version that shipped with this laptop is "retail" ?
Peter_ > Sony does not support computers running an operating system version different from what originally shipped on the system.
Peter_ > No.
Ace > Then, if you please, you should start supporting me right now since you shipped me MCE2005 and thats what I'm trying to reinstall
Ace > same version
Ace > if you dont tell me what version that is however....
Ace > how can you tell that you shouldnt be supporting me?
Peter_ > We can support only for the Operating System provided by Sony.
Ace > MCE2005
Ace > so what is the problem?
Ace > why are you stonewalling me?
Ace > did my client not buy a 2500 laptop from you?
Ace > $
Peter_ > Ace, since the computer doesn't have the Recovery Partition and the customer hasn't created Recovery Media Kit, the only option we can recommend is to purchase the Recovery Disc set.
Peter_ > Each VAIO computer is designed specifically to work with the Sony OEM version of Windows pre-installed from the factory.
Ace > Why can't I copy this chat session?
Ace > I want a copy of this chat session
Ace > and the applet is blocking me
Peter_ > I'll forward this chat transcript to your email address at [email deleted] at the end of the chat session.
Ace > that is useful information, by the way.... if you could just tell me the number for *that* install, that would be sufficient too
Ace > thank you
Peter_ > Is there anything else I may assist you with today?
Ace > I don't want my client to have to buy MCE2005 all over again becasue he cant use his licence without having to wait a week for new media
Ace > if you could tell me the MPC/PID of the Sony oem version that got installed at the factory
Ace > that would be brilliant
Peter_ > You can get the Recovery Disc set from Sony overnight.
Ace > at what expense?
Peter_ > Ace, you can contact our Direct Accessories and Parts Center for the information on the shipping cost.
Peter_ > I suggest that you contact our Direct Accessories and Parts Center at 1-800-488-7669.
Peter_ > They will be able to assist you.
Peter_ >
The hours of operation are as follows:
7:00 am to 7:00 pm Monday through Friday, Central Time.
8:00 am to 6:00 pm on Saturdays, Central Time.
11:00 am to 5:00 pm on Sundays, Central Time.
Peter_ > Ace, the Overnight Service costs $18.50.
Peter_ > Orders must be received by 1:00 PM CST to be shipped the same day.
Peter_ > Are there any other concerns that we have not covered yet?
Ace > not that you can help me with
Ace > I'd like that transcript
Peter_ > Sure.
Peter_ > You're welcome.
Peter_ > Thank you for contacting Sony online support today.
Facebook
Twitter