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Nadia of East Orange NJ (03/30/09)
i purchased my laptop at bestbuy in february 2008. In September 2008 I started experiencing a blue screen error. the hard drive was replaced by Sony the same problem kept happening and Sony kept prolonging the situastion now the warrant is done and i contact them about the same problem they want to bill me to repair the problem
I lost 800 I paid for the laptop plus it inconvenience me because i need my laptop for work and school William of Benton City, WA March 29, 2009
William of Benton City WA (03/29/09)
Sony VAIO laptop FZ290 - video failed, machine will not boot. This is nVidia 8400M-GS video. Video card is soldered to the motherboard so replacing the motherboard is the only option. This machine was 2 weeks out of the 12-month warrantee at time of failure. Sony will not sell me a new motherboard, and wants 600 to replace it at their repair facility. This machine ran very hot from day-one which most likely caused the failure.
I lost 18 hours of productive labor at 60 per hour = 1,080.00. I lost the cost of the computer, 2,175.00 minus 12 months depreciation = 1,400.00. I had to purchase a new laptop, 1,209.00. Total cost of the failure was 3,689.00. I did not include the4-6 hours spent wrangling with Sony support and searching for a replacement motherboard. Sony should be forced to: (1) pro-rate out-of-warrantee repairs for 2 years after warrantee expires; (2) sell replacement parts for ALL their computers at reasonable prices. Thanks for this forum! Mujtaba of Bellevue, WA March 29, 2009
Mujtaba of Bellevue WA (03/29/09)
I purchased Sony VGN-FZ190 Laptop in December of 2007. It stopped working twice last year possibly due to overheat even though it was always on cooling pad. Since it was in warranty period Sony fixed it at no cost by replacing motherboard. Now just as its warranty exipired, its screen gets garbled after 5-10 min it starts and then immediately hault showing NMI parity error on blue screen. I've searched internet and this is a common problem with Sony laptops with Nvidia Geforce GPU in which video memory dies due whenever it get slightly hot. I took it to Sony style shop and they said it will cost 690 to get it repaired.
Mihai of Amsterdam, OTHER February 16, 2009
Mihai of Amsterdam OTHER (02/16/09)
Sony-Service in The Netherlands shows that SONY doesn't care of us, despite using business-class laptops assured with on-site guarantee pack, as you'll see in my recent experience I have (still not solved) described below. On 2nd December 2008 I claimed a failure on the FAN of my VGN-SZ4 laptop. Despite the on-site next business day guarantee pack I have, after one week, on 9th December2008, a mechanic came to fix it, and he broke the hard-drive flatband while working brutal and fast that he lost 2 screws down! (the description of the failures are also shown by the report of the service subcontractor and attached here).
Next, after several calls in the begining of the year, and while I was writing a first post about sony-service, I received the repaired laptop on 21st January. Unfortunately, another problem arised: the laptop turns-off by itself while you work on it! After I reseted my laptop to the factory-default settings by using recovery, I have a fresh VISTA without any personal software on it, and if you do the benchmark to find out the rating index, the laptop turns off any time you try it!
After many calls at Sony service Nederland, discussions where I never got a supervisor on the phone, just an Alex trying to listen to my claim and my frustration without doing anything fast. For example I was waiting for 12 days (Jan29th-Feb10th) to get a pickup (empty) box via DHL in order to put in and send my laptop to a repair-centre (from The Netherlands to France). Now, I finally have news: the repair-centre was very prompt and Friday 13th sent me a repair-report, where another surprise: they reports that my FAN is broken, optical-drive, Wireless button, are broken. In addition, they also state that the broken parts they found are out-of-guarantee and they charge me!? (I mention that my laptop is covered in guarantee for another 1.5 years).
However, I let you judge if any of the reported parts could produce this effect! The hardware test program passes all the components (including optical-drive), and the FAN reported as broken, was just replaced by the Hartman, the dutch service subcontractor company of Sony. For those interested to check my service claim, and have the rights to check into Sony-service system, have a look at CaseRef.
Honestly, I don't believe in SONY anymore. Do you think that Apple, or Dell would let a customer for more than 2 months without laptop? I have colleagues at the University of Amsterdam telling me that they never had such bad reaction from the service of Apple/Dell, though there could be problems anytime. Nonetheless, University paid for a business laptop for me, a research scientist, including the best on-site guarantee pack and all accessories (dockstation, 2nd power-adaptor, backpack, mouse, etc.) from SONY. Despite the good products SONY releases, I would think twice when I have to pay such a high rate on a brand (with lack of guarantee support) for a product that might be available to other good brands. Best regards, Mihai
I lost about 4 working days trying to reinstall the applications till I discover the 2nd problem, as explained before. Practically, I simply do not use my Sony laptop since 2nd December. During this time, I am using desktop PCs at office, at home, and sharing another laptop with my colleagues in the office when I have presentations/meetings. It's awfull when you know that University paid about 3500Euro for laptop in 2007! Nanette of Chesterfield, MO January 23, 2009
Nanette of Chesterfield MO (01/23/09)
We did a lot of research prior to purchasing our daughter a laptop for college. We wanted to make sure we got a good product and were willing to spend the extra money. We decided on Sony, because of their reputation. Additionally, we purchased the extended warranty, since we knew we wanted to last her all 4 years of college. My daughter is a sophomore in college and has to deal with the Sony warranty twice already. Each time has been frustrating. When dealing with their warranty provider, it becomes a long tedious process, the people are rude and really do not seem to want to help. When we call Sony they say they have no control over their warranty provider, Service Net, When we call Service Net they do not want to help.
We have been trying to deal with Service Net now for about a week. Finally they set up an appointment to meet with my daughter at her college campus to see if they could fix her laptop. Then we get a call from the technician that the warranty provider called him, stopped the appointment and told him to send back the parts. Service NEt never called us. I had to call them to find out why the appointment was cancelled. It seems to be a secret because all they can say is they turned it over to their logistics department and they will contact us in about 3-9 business days. When I ask what for, they said, well we have spent too much money on your unit already. When I told them my daughter was in college trying to do homework and now is without a laptop can they speed up the process or put us on some type of priority list they said no.
I finally got a supervisor who was rude, and when I asked to speak to her boss she said there is no one that can help me and she was going to hang up because I was not being professional. When I call Sony, even though we paid them the 400 dollars for the warranty, they said they cannot help, they have no control over the warranty company. When I call Service Net they say it is in their logistics department and there is not a number or anyone I can call I just have to wait my turn. Frustrating. Manohar of Bangalore, OTHER January 15, 2009
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