Sony: Message List

Brand new Sony Vaio Laptop screen broken internally!?

noreplyforum@eu.sony.com — Fri, 10 Aug 2012 15:25:30 GMT

For those who are asking me what I have done regarding my laptop (and the original post). I managed to get my complaint up the hierarchy at PC World. I finally got contacted by a specialist complaints team @ PC World who got my laptop screen fully replaced for a negligible fee. I have to say PC World response was much better than Sony who wanted to charge me £355 to fix a screen for a 2 months old laptop I bought for £479.

I got rid of this Sony laptop now and bought a different brand.

Hope this helps

Brand new Sony Vaio Laptop screen broken internally!?

noreplyforum@eu.sony.com — Thu, 19 Jan 2012 09:34:19 GMT

Thanks for the advice t3bav1. I'm pretty sure no one stepped on the laptop to break the screen!

Message was edited by: MMostafa

Brand new Sony Vaio Laptop screen broken internally!?

noreplyforum@eu.sony.com — Wed, 11 Jan 2012 22:29:43 GMT

I'll try again with PC World but it does seem right that only Sony can do something about this as they have my laptop and it's a manufacturers warranty.

I'll wait and see if Sony support here will take any action. Otherwise, I'm heading for the small claims court. I have wasted a lot of time on this. I'll never buy a Sony product again. I have already talked my company out of buying a batch of Sony laptops. I had no issues whatsoever when I had a problem with my HP Desktop before and was never told we will charge if we fix it or we will charge you if we don't... You have to pay in both cases!!

Thanks for your response though, Rich. I'm awating their answer here.

Brand new Sony Vaio Laptop screen broken internally!?

noreplyforum@eu.sony.com — Wed, 11 Jan 2012 21:01:13 GMT

Hi Rich,

Thanks for responding.

I have spoken to PC World who told me I have to speak to Sony especially that my Laptop is with Sony not them at the moment.

How do you know my post ahs been escalated as I'm not sure where to look?

Regards,

Mostafa

Bad service from Sony HELP!!

noreplyforum@eu.sony.com — Wed, 11 Jan 2012 14:10:17 GMT

4 years later and more customers are getting the same awful service from Sony. My brand new 2 months old Sony Vaio laptop developed a problem and the screen became blurred with white and blue lights on it. Sony repairs (via FlexTonics) claimed there is a damage to the screen (from inside). Although there is no damage for the screen from outside, no cracks, dents, nothing, they claim that someone might applied some pressure and caused an internal crack & damage inside the screen!!!

They want to charge me £355 to fix the screen of a £450 laptop which is only 2 months old!!!

Worst support I have ever seen in the UK...

Never buy Sony Vaio Laptops.

Brand new Sony Vaio Laptop screen broken internally!?

noreplyforum@eu.sony.com — Wed, 11 Jan 2012 14:20:49 GMT

I have bought a Sony Vaio Laptop (model VPCEH1L8E/B) from PC World online website on the 31^st October 2011 for the amount of £479. On the 28^th December, I finished working on the laptop, shut it down and closed the lid. I woke up the next morning, switched on the laptop and the screen was blurred with white, green and blue lights showing a clear issue with the screen.

I called Sony support who got the repair centre (operated by Flextronics) to pick up my Laptop. The next day, the repair centre called me to say that the cost of fixing the laptop is £355 (!?) and that if I need it to be sent back to me without fixing, I have to pay £65 to get it back on fixed. The repair centre claims that there is internal breakage inside the laptop screen and despite the fact that there are no external cracks, dents or breakage on the outside of the screen, the centre is claiming that I should pay for the repairs costs.

When I spoke to technical support they said it could be that someone have applied a very small amount of pressure on the screen and this is enough to crack the screen internally!!! and it means you have to pay for fixing it! No one applied any pressure on the laptop but even if this happened, how can Sony Vaio laptops be so fragile that if the slightest pressure is applied to the screen it breaks it internally (without any signs of external damage or dents)?!?!

According the Sales of Goods Act 1979, products need to be in good condition and continue to be in good condition for a reasonable time. Since I have only had this laptop for less than 2 months and the fault in the laptop and I have not damaged the product in any way especially that there are no external damage or cracks on the screen, I hereby give you notice to repair the laptop, replace it or refund back the amount of £479 by the 21^st January 2012.

Unfortunately, if the response I will get from you is similar to the response I got so far, I will be left with no choice other than: 1) taking the matter to court and I mean it, 2) speaking extensively to the media about the shameful aftersales support and service I got so far and finally 3) writing an official complaint to the industry regulator asking to apply penalties for the unacceptable customer service and product support you provided (or have not provided) in addition to the very bad quality of Sonvy Vaio laptops.

I am very disappointed in Sony Vaio Laptops, their customer service and Sony in general.