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Megan of Mesa AZ (09/07/08)
I bought my Sony Vaio VGN-FZ190 Laptop computer from the Sonystyle website at the end of July, 2007. I also purchased the 3 year expended warranty, grand total cost at 2500. In March, 2008, I turned on the computer as usual, and there were vertical colored lines covering an area of the screen approximately 2 inches wide and the entire height of the screen. As I had not mishandled or misused the computer in any way, I called the company with the extended warranty. They told me that the computer was still under the one year manufacturer's warranty and that I needed to contact Sony. I contacted Sony, explained my story, and they said it would be covered under the warranty; they would send me a box to send it to the San Diego repair center.
A few days later, I received a voicemail from Sony, saying that my estimated cost for repair was 750. I called Sony to dispute the estimate, since it should be covered under the defective parts/materials, and I was told that there was an internal crack in the LCD screen and because they consider that physical Damage then it wasn't covered. i explained that there was no crack on the outside of the screen and that I did not operate the machine in any way that would have inflicted physical damage. I was told the same thing.
At that point, my fiance took over the conversation and proceeded to escalate the call to a supervisor. He was told that the call would not be escalated. As my fiance has worked for years in management and financial advisory positions, he continued to try and escalate the call. However, the representative told him he wouldn't, that I wouldn't prove that I didn't cause the damage, and that it was Sony's word against mine. Then he hung up.
We also contacted Sony's National Customer Relations, and I was told the same thing. After many grueling calls, I finally had them ship it back to me unrepaired at the beginning of August. The screen now is completely black except for a small spot in the top left corner. I have documented all of my correspondence with Sony and its representatives, including names and company id#'s. Sony has been nothing but uncooperative.
As a teacher who relies on a home computer, I have been without a working personal computer for going on 6 months. I can't afford the 750 Sony wants to fix it. I've had to go out of my way and use other, inconvenient computers to get any work done. Plus, there are documents and files on my computer that I cannot access without a working screen. It has caused me great amounts of stress and anxiety and is a financial burden that I cannot afford. Christiane of Dix Hills, NY September 6, 2008
Christiane of Dix Hills NY (09/06/08)
That was the worse experience that I ever had, I bought a sony laptop back in feb/08, by may I started calling sony becouse the computer was giving static shocks . The ilink port came physically damaged, and I came to know just when I needed to use, after days talking to their customer service they told me to send the computer back to San Diego to be fixed.
I got a call saying my computer will cost me about 874.00 and it was just about 3 months old, we ask about the warranty, they said the problems the computer has is not covered by the warranty. Suddenly my computer had a bunch of problem including motherboard and other things. they send me back the computer and now it is good for nothing and I lost all the money I paid for this stupid computer.
I paid 1280 for the commputer and now I had to buy another one from dell because the computer is useless even it is still in the warranty. Debbie of Gulliver, MI September 5, 2008
Debbie of Gulliver MI (09/05/08)
Purchased a Sony laptop VGN-FS740/W laptop for 1400. Immediately the mouse wasn't working properly, tried all the adjustments, Sony wouldn't listen and didn't care. Also, immediately, the unit ran hot. I talked to them on numerous occasions about it, and they kept telling me it was normal. When I said I couldn't even work with it on my lap because it got too hot, she said my laptop was not made to be used on my lap. I thought that was humorous. The letter and numbers started disappearing from the keyboard, they were worn off within 10 months. Then there was a red vertical line down the side of my screen, eventually there came one on the other side. Then the screen starting freezing up every time I removed the battery charger.
Eventually, burn marks showed up by the hinge and by the power charger connection. I had contacted Sony when all of these problems occurred, and no help on any of them. Oh, when I called about the screen freezing, they wanted me to totally erase the hard drive and start over.
We purchased a Sony 46 LCD TV with sound system from Sony, and within a year the center speaker went bad. We tested it, and the main speaker part had shorted. After talking to a few professionals at Sony, they said the only way to get it repaired is if we returned the WHOLE sound system to them for rebalancing. Otherwise they couldn't help us. I thought it was a law that every manufacturer had to make available to it's consumers replacement parts?
What a farce, they do everything they can to deter us from going forward with any warranty effort. Make it difficult enough, and then we'll give up. Well, it worked. I'll never buy another Sony product though, it may eventually backfire, at least I hope so.
Had to buy a new laptop (obviously not a Sony) when the 1400 Sony was less than 2 years old. We did buy a new center speaker, that was a Bose, not a Sony. As we replace, it will be another brand. Mark of San Antonio, TX August 22, 2008
Mark of San Antonio TX (08/22/08)
On 1 June 2007 I purchased a Sony Vaio laptop for 1588. In July 2008 (2 months after the 1 year warranty), a horizontal yellow line appeared running all the way down the LCD screen. I sent it to Sony to see what was wrong and for an estimate on repairs. Sony wanted 754.24 (almost half the cost of a new one) to replace the LCD screen and then only offered a 90 day warranty for the new LCD screen.
Sharon of New York, NY August 21, 2008
Sharon of New York NY (08/21/08)
I purchased a sony vaio lap-top VGN-CR220EP from the Circuit City web site on Jan 4, 2008. My credit card was charged 1,083.73 I first started experiencing problems with it about 2 and a half weeks ago. It started shutting down (giving me a black screen) without warning, repeatedly. I would turn it on, and it might boot up to the Windows screen, and then it would go black & completely shut down. I wondered if it was the battery (even though the computer is less than a year old, and 99% of the time, I use it plugged in to the wall), so I completely removed the battery, plugged the lap top in, and it worked. Or, at least, seemingly.
Then I noticed that I would put in a dvd or a cd and the computer wouldn't recognize it, and then I noticed that the keyboard was feeling sticky and hard to push. I attempted to clean the keys. With many computers that i have worked with, you can just pop the individual keys off and clean them, one by one, like toshiba's and HP's. I tried this with the vaio, but it didn't seem to work so well. I could pop the keys back on, but the tension was different, and the keys were hard to push. So, I called sony. They sent me a box, fed-exed it to San diego, and then I called them about 5 days later to see what the damage was going to be.
The technician estimated the damage at 1995.76! That is 1000 dollars more than I paid for the computer, and there is just no way I can afford that. I have had the computer now for 8 months! I am never buying a sony product again, and I am finally going to go Mac. Sony and their repair scam is just shady. I asked the technician if they could just replace the keyboard, but he refused, mentioning it being a fire hazard. I am having them fed-ex it back to me, hopefully I will get it tomorrow, and, hopefully, it won't be in worse shape.
I had the vaio set up for skype, so now I am unable to communicate with my boyfriend and just about everyone else in my life. And it's all just a giant inconvenience, on somthing I had to save for months for. Val of Wyandotte, MI August 7, 2008
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