Do not EVER, EVER let Sony technitian touch your VAIO!

I'll try to make it short: I receive my VPCZ119X (i7, 1600x900, 256Gb, 4Gb RAM, Silver) in mid May. Clean install, drivers, etc. - everything went fine and I loved this laptop....
Then, 45 days later I've noticed a dark spot on my screen (under certain angle). Since I've paid more than 2K for this laptop I wanted it to be perfect and decided to contact customer service...

After a couple of calls with on-site technician, I finally got my appointment with him. I was really hoping that the whole procedure will go smooth and I'll get my screen replaced...

As you may already guess everything turned out to be a disaster.

When this guy started disassembling my laptop, it was clear to me that I had to say good buy to my new toy.

To be short I ended up having a dead laptop...
> the new screen is not working since the wires got burned
> two missing screws
> screen hinges are not in place
> lid has deep cut scratches
> graphics switch lights are not working
... you got the picture

He said that since he screwed the wire he'll need to order another one... I said that even with the new wire the laptop is not new anymore and I'll be contacting customer service...

The biggest problem for me is that I haven't backed up my work (for 2 days) and when I tried connecting using HDMI or VGA nothing happens...

...called customer service, tried to make a case for a full refund but since 30 days already passed I only have two options: send them the laptop or schedule another on-site repair (thanks but thanks)...

So I'm waiting for the shipping box to send them my unit and who knows what will happen next.

I'm very upset that Sony sends someone who doesn't even have a formal Sony's training or disassemble manuals. This was just a waist of time!

So if you have any problems with your laptop I suggest sending it right away and not counting on on-site repair...

 

So sorry bro. It doesn't surprise me though. And I've heard plenty of horror stories about shipping the laptop off to them too. I think owners just need to really hope that nothing is wrong (or ever goes wrong) with their hardware. Sounds like the repair process can be just as damaging if not more so than the original problem.

 

Lol, sounds about right. Here's another story.

Back when I got my VGN-Z, apparently the DVD drive was faulty and they send an onsite technician to take care of it. The guy came and tried to disassemble the keyboard to expose the inner parts. He was so lost in what he was doing and he literally cranked it open. I heard plastics popped and breaking sounds. In my head, I was like, ... I'm gonna get a piece of junk after this... Long story short, he fixed the drive but broke some keys off the keyboard somehow.. The keyboard wouldn't even attach to the base of the laptop anymore.

Anyhow, onsite technician SUCKS. They're not even technicians from Sony; kinda like some local repair shop affiliated with Sony.

Word on the street though that if you send it in to the Sony repair center, you get way better service and they actually KNOW how to fix your computer without breaking it.

 

Sorry to hear about this, sadly there are hacks out there. But here is the other side to this sort of story:

http://forum.notebookreview.com/sony/407410-sony-comes-clean-faulty-nvidia-chips-9.html#post6421385 that links to my exeperience with Sony on-site support.

I had a GREAT experience with the Sony on-site tech. (Truth be told there are no on-site Sony techs. Sony contracts with a third party for this.)

BTW before you send the machine in for repair, document the issues with photos. Also pull the hard drive out and out it in an external enclosure (or one of these: Micro Center - Sabrent USB 2.0 to IDE/SATA Adapter USB-DSC5 or similar. Then copy all your data off the drive. Sony will tell you they will not warrant your data while the machine is at their repair facility. They may need to restore the machine back to its out of box state and will do so without hesitation. It is your responsibility to back up your data before you send it in.

Gary

 

@ScuderiaConchiglia

thanks for suggestion. i was actually on a phone with customer service asking about my data and if i can send the unit w/o HD. the answer is i have to send out my HD with comp.

The big questions was if i can connect HD (SSD unit) somehow to my other PC since i know it's king of proprietary.

so does this adapter compatible with Z11 series HDs?

 

These adapters (and there are many others like it) are compatible with all types of disk drives, IDE, SATA, 2.5", 3.5" etc. The other end of the adapter is USB 2.

Gary

 

The Z1x's SSD's are proprietary, even by Sony standards. You would need to run the drives from a device that supports the RAID setup too.

Best you could hope to do is find another Z1 to boot the internals from. That is iffy as well.

Really hate to hear this kind of thing and I feel for those affected. My blueray drive broke a while back and I haven't taken it in for repairs for this very reason.

If it is any consolation, I've had the same experience with HP, Dell and Lenovo laptops as well. Incompetence knows no boundaries.

 

i got the laptop connected to my LAN but remote desktop or remote registry services are not enabled... and i can't start them blindly w/o monitor

sucks big time!

 

always remember!

Onsite technicians from QualServ do not have sufficient knowledge in disassembling vaio - Z series.

VGNZ690, which I bought an year + 4months ago, ended its life in onsite technician's hands. As a compensation, I paid $200 more and received Z114GX. took me about 6 wks for the whole process.

I have had 3 onsite services so far.
Every time I asked the guy to just hand me the part and take a rest while I do his job.

Z114GX needed an expresscard frame and fan + heat sink replacement so I just asked him if he can come back to pick up the replaced parts. I did not mind asking him since the last laptop turned out to be unfavorable for him.

the third time, he brought a motherboard and I also asked him if I can give my motherboard back to u about a couple hrs later. We both agreed not to talk to SONY's tech support about this and this is how it worked out between him and me; he simply brings the part and I just replace it..

 

If you have it on the network, try mapping a drive and pulling the files off. Use the administrative share if necessary (c$)

 

On site techs are usually contracted workers, nothing more.

They can't realistically keep someone on pay and trained in every city. You are actually safer sending it in to Sony as at least then you get someone familiar with your model and one who is not fumbling their way through.

 

Personal experience.
I had two instances where I had to take in my VGN-Z for repair. One was a messed up LCD and just recently, the optics stopped spinning.

First off, the LCD was messed up and my Z was given to Sony Service Centre. They took 2 weeks after the Chinese New Year celebrations (around about when the Z was handed in) delayed parts shipping from Sony Oceania parts department (in Singapore somewhere). Got my machine back with a dent and a few scratches on the side of the aluminium keyboard. I got the dent somewhat straighted-out when my periodic disassembly / dust-cleaning time came, though can't say the same with the scratches. My power button cap also came back rather wobbly. But at least they fitted in a new LCD,for free...

Second occasion, here I got my Z back yesterday actually... Took 3 weeks after the Sony service centre was being taken over by a 3rd party repair company, causing delays. I was told it would take 5 days tops when I handed in the laptop though...
Anyway, this was for a DVD drive where the central black circular thing came loose off the motor drive shaft, preventing discs from spinning. Also complained about the loose power cap from previous repair.
Got both fixed with new parts for free, and the Z came back in a clean state. I have no idea why they replaced the motherboard when there was nothing wrong with it, but it's brand new with a years worth of warranty (my Z as it is is a year and a half old) so all good. I just opended up my Z and there are no missing screws and they did a perfect job. Though upon observation, my motherboard is slightly dusty (the service centre was going through extensive renovations, the dust resembles the 'building' sawdust you see at such locations).

I ain't too sure how things are done in the States, but here in New Zealand Sony DID have its own service centre. They used to seldom contract out 3rd party companies to do repairs, and it seems that is will be changing from now on. So, Zoinks, I think you would be safe handing in your machine to get your optics replaced. I'm sure they are more stringent in the States in terms of quality. Though I have yet to hear such horror stories coming from New Zealand service centres...

 

wow... thanks for the stories.. I just brought a z12 wih a 3 year accidental warrenty from sony. So it seems that sending it in to Sony for repairs is always safter. Does anyone know how the durability of a z compares to a mbp 13? I have time to return it.

 

Sending it in is safer, but takes longer (usually).

Also, lately it seems like about 90% come back with the hard disk wiped, and 75% (especially if under warranty, receive a new hard disk). While the drive replacement sounds like a ripoff, it's faster to replace the disk than pay someone to sit there while it restores an image so they can test and make sure it is working properly. They like a clean install to eliminate questions about problems.