Any experience with Sony's repairing practices?

Hi guys,
I noticed i got a stuck pixel on my Sony Z13 that i just received last week, so i called up Sony and they said they're going to repair/replace it.
I was wondering if anyone had a similar problem before on their laptop and sent it in to Sony and how it turned out in the end.
I guess i'm just scared of being shafted by Sony by getting it replaced by a refurbished unit or getting more problems afterwards.
We Sony Z owners did spend a premium buying this laptop and this issue is kinda unacceptable?
Or is it better to just deal with the stuck green pixel on the right side of my screen

Thanks for the future input..if any

 

Hey,

I dealt with the stuck pixel topic. Sony calls their screens in Dead Pixel Class II (and many other manufacturers act like the same) - so with a fullHD screen you can have up to 10 colored stuck pixels.

Here in Europe, sony ignores "one" stuck pixel. You can try it, but I think your chances to get that replaced is like 10%. I tried it with 5 (five!) stuck pixels and sony was not willing to replace that at first. After making a lot of trouble (I do much CAD and stuck pixels can be misunderstood as dots in measurements) they send me a replacement screen which I changed on my own.
I could never live with a faulty screen which bothers me forever and whenever I am using the laptop -- regardless of the price I payed for the laptop. That you pay 2k$ and more for such a thing makes it even worse, I fully aggree with you.


My advise is, better send the unit back and reorder or live with it. Warranty officially doesn't cover that and aside from that, Sony is not known to have good customer support which is willing to help you and accurately repairs your device.

 

wow i'm sorry to hear you got 5 stuck pixels and sony still tried to avoid replacing your screen. But wow, they made you replace your own screen... that's terrible customer service
I got one stuck pixel (FHD screen) and its really distracting unless it is against a white background (then its unnoticed).
Here in Canada, they don't let us return our CTO VAIOs so i guess i'm out of that option.
The Sony rep i talked to over the phone said that they would try to repair/replace it so i don't know if the policy is any different here in North America. She assured me that the laptops should have no dead pixels and that i would get it fixed in 8-10 days.

I'm crossing my fingers that this will go well. I'll also give them a call tomorrow and see what they can do with this.
I would be extremely pissed if Sony refuses to replace/fix my screen..as i just got this laptop

thanks for sharing your story

 

Just make sure they say up front that they will do it free of charge. Otherwise you could end up receiving a call when they have your PC saying that the repair will cost x hundred dollars to fix.

 

So yea
The repair guy says it should be free because in North America they access each dead/stuck pixel case individually. I got lucky as it happened right when i got mine. He said they would probably just change the panel and everything else would remain the same.
Now to check for its quality when it gets back.
...after 8-15 days...

 

I had a cluster of dead pixels they replaced my lcd recently.

 

If they are stuck pixels they will mostly fix themselves over time provided you just *leave them alone*. Don't bother with stuck pixel fixers. Don't massage the display or apply pressure to the area in an attempt to make them unstuck. You'll probably make it worse like I did. I had a pretty serious problem with stuck/dead pixels on my old Z1 where there were too many to count. They were localized in 2 regions:

1) a streak about 3 inches long and 0.5 inches wide travelling horizontally around the middle of the screen.
2) a blob slightly smaller than a 1 (euro) cent coin near the left display hinge.

The streak *completely* fixed itself after I just left the notebook unpowered and unused for a couple of days. The blob unfortunately had alot of stone dead pixels in it and there was no fixing it.

I had dropped the unit a while ago and the plastic case on the right hinge was broken but the blob of dead pixels appeared several weeks later. Anyway, I couldn't prove that the damage to the screen wasn't accidental so it wasn't covered by warranty. They wanted 80 euros to courier it to them and then they would provide a quote for the repair cost but it would probably have required a replacement screen. After a back and forth that went nowhere I just asked for the broken laptop back and I sold it for parts.

 

When I first read your thread, I thought you might be exaggerating things, but after tooling through just the most current threads, I am increasingly convinced published expose is absolutely called for. There were a few points in the past when Dell and HP consumer support was equally bad, but they cleaned up their act. The only reason Sony's abominable customer support doesn't get more coverage is, I think, because their products are better built than many, so the % of failures is probably lower than average; that's just my hypothesis. The numerous stories have long made me nervous about owning computers I otherwise love and would hate to stop using. I've just been lucky, I think.

Do it, man. This is way, way out of control!