Don't let a sony tech touch your TZ!

So...

yesterday, a tech showed up at my office to update my TZ with the recalled product replacements. I put him in my conference room with my TZ and didn't see him again for 6 hours... he is constantly on the phone with sony while in the room. I finally am about to go home and decide to check in on him. To sum it up:

-He cracked the LCD in half

-The case has multiple gouge scratches all over

-the little plastic grate covering the cpu vent outlet is cracked in half

-the computer is making a weird vibration

-there are pry marks dented in to all of the screw covers



Now I am left without a working computer and sony says "they will fix it and have ordered a new lcd". It appears he forced the case together and now everything is lopsided looking and the computer doesn't even sit perfectly flat.

My computer was FLAWLESS and well taken care of thanks to its $200 vaio leather case... This will be a major inconvenience for me as half of my work is done on that computer. I will not be able to meet clients in the field until it is up and running.

I don't think the computer can be brought back to its original condition and am trying to get sony to replace it. If you are in the LA area watch out for a technician named KEN...he's an old white guy. He seriously has no business even touching a notebook computer.

Not sure what to do but I'm really bummed about the whole thing. This computer is too expensive warrant a tech this low on the totem pole.

 

Why not ask for a new one. Then ask to have the harddrive transferred or ask to keep it.

CUSTOMER IS ALWAYS RIGHT, AND IF THEY DO NOT RESPECT THAT, YOU WILL FIND A NOTEBOOK COMPANY WHO WILL. TELL THAT TO THE REP.

 

Hahhh that's a funny story.
Well not the part where you are going to lose biz or something.
What did ken tell you when he did this?
"Oh your screen was cracked before I even touched it and the rest happend naturally" l lol

 

It wont overheat now . Thats totally pathetic .

Very sad to hear that sony "tech" cant repair a notebook without totally destroying it when we have members here upgrading thier hard drives without damaging them .

http://forum.notebookreview.com/showthread.php?t=162085

Maybe sony should send their repair guys to NBR to learn how to actually take apart the tz .

 

Ouch! Well, I was waiting around nervously for my appointment with a tech today. Now I'm downright scared. Maybe I should print out one of the NBR disassembly guides for
them.

Anyone have a good on-site recall experience yet?

 

Are you in Georgia by any chance you may have had the same idiot from Sony come out to do the recall work on your tz as he did on mine. I got a nice broken bezel, and now the fan inside the laptop never turns on! Sony is supposed to be sending out a new tech this week to work on the tz to fix the problems from the first tech. I babied my machine and now it looks like crap.

 

Ok, so the million dollar question. How can we repair TZ on our own? According to informations only a few wires needs to be fixed.

Did anybody fixed it and how?

 

I can't schedule a technician to come on-site to my home until October in my area and these two negative repair experiences have me naturally scared.

My TZ has been working just fine for 8.5 months, it seems like it really is a ticking time-bomb and will die on me soon if not fixed? And yet, it looks like this repair by Sony may be a big hassle and its my only computer.

Lets hope my TZ keeps on going for a few more months till I replace it.

 

At least that will give them some time to practice on everyone else's TZs until your appointment comes around. =)

 

Well I am hoping that this does not happen to my TZ which I sent directly to Sony in San Diego to have the warranty work performed. Makes me nervous nonetheless, as my TZ is in excellent shape and if it is not returned in the same condition, then I will be totally bummed. Took pictures before I packed the TZ in the box just in case there are issues. I am hoping that the Sony repair facility is more careful than the onsite techs, but probably makes no difference.

 

At least the main San Diego center is where they assemble all the CTO's day in and day out. I'm guessing you stand a better chance with the people that assemble laptops for a living, as opposed to the techs that work on TVs and stereos on one day, and then on laptops the next.

 

personal note: take photo's - date stamped - of a vaio before allowing techs to do any repairs.

OP - that is scary! i really would be asking for a new notebook in that case, not just a new screen. good luck with it

 

That's pretty shocking actually. Especially as its because of the Sony recall - you would have thought they would be literally kid gloving things as a pr exercise.

I would definately be asking for a replacement machine as the work was done at their behest - not yours even. Make sure you speak to someone higher up the chain and be very resonable in your rationale. Six7s comments on taking photos prior is a good one - guess in your case you should take pictures and document your findings. A messed up casing gives the feeling of wanting a new pc - remember to convey that point.

 

Wow that is some pretty scary story and I am really sorry about your experience. I knew something like this would happen. First of all, those technicians are not Sony-certified techs per say, they are contracted by Sony and usually just a regional/local computer repair company, so their techs work on IBMs, Dells and other notebooks. Secondly, those techs were supposed to get trained on how to dissemble the VAIO TZ and have a manual with step-by-step instructions with them (in training they were supposed to watch a video as well that showed them what and how to do the repairs). Thirdly, you would be better off if you used a Ship-In service as your TZ would be handled by real Sony technicians who deal with VAIOs on daily basis. However, humans do make mistakes and sometimes big ones...
Finally, I don't think it would have been a good idea to have a regular user perform those reworking tasks, unless you are very comfortable with opening up your notebook (reworking involved some insulation, ground wire installation and in case cases webcam replacement).

 

what a shocker story! I had a similar experience with HP though upon sending in a machine for screen replacement, it came back carelessly reassembled with screws missing and the frame not perfectly fitted.

 

Yesterday, I overnighted the computer to Sony's San Diego RRC. They said there was NO way they would replace it without first verifying the damage... as for the questions in the thread:

yes he admitted cracking the LCD, but he ran out apologizing as soon as he finished... very weird.

I took pictures as it was sitting on the table exactly where he was sitting. I have at least 5 of my employees that agreed he seemed like he didn't know what he was doing... My secretary told me when he walked in he said "wow that's a small computer!"

you telling me he's never even seen a tz!!!!???

I'm hoping for a new computer as I know replacing the entire case, bezel, and LCD will take longer than just shipping out a new one.... so bummed!

 

ouch~~ poor guy, im so sry to ur laptop. why dnt u ask them replace it, since the stupid tech destroy ur one.

 

Am waiting for the"promised" box for my TZ to go to San Diego..
Really not very satisfied with this situation in any way
I have posted the whole horror story in another TZ thread
The tech was very careful with my machine but could not get the screw out where the new ground is supposed to attach.
The camera was replaced and doesn't work now, Hence the journey to San Diego is necessary.
I would like to get an upgrade of the SSD at that time . at my expense..
Anyone know if the 64gb SSD can be retrofitted into a TZ 191 ?

...thnx

 

Not only the tech in your office does this, also the tech people in Sony repair center scratched my FZ all over the lid (like someone intentionally did it) when I sent it for repair. I returned it eventually.

 

this is even more terrible news
I wonder how I can ensure that they treat my TZ carefully..
there seems to be no way to communicate with SONY that this is a finely finished item, they don't seem to get it..

 

I as well sent my TZ in for repair. After filing out the appropriate info on the website, my box arrived three business days later. Initially, I was going to have the onsite repair done, but after reading all the bad horor stories about the onsite repairs, I decided that perhaps my "chances" were better sending directly to Sony. I took pictures prior to packaging my TZ, which by the way has been babied since day one of ownership. No scratches whatsoever on the screen or housing. But I was still nervous nontheless. Well today my TZ arrived, which was sent to Sony's San Diego facility on 9/16. So 3 day turn around. Initially I was hesitant to open the box for fear of a mangled mess, but to my surprise, my TZ was in excellent shape. No scratches on the screen or housing, no pry marks what so ever (prior member posted pics of pry marks on the screw covers and gaps in the screen bezel). I didn't have time to confirm complete functionality, but appearance wise, the TZ is just as I sent it. Very pleased about that fact. So now I just need confirm all functionality. In any event, I just wanted to share my experience with you all. Unfortunately, as we all have read, "your mileage may vary"!

 

they have had my computer for 2 weeks now and my parts are on "backorder" every time I try to get to someone who can auth a replacement "there are no managers around that can do that"...

Let's think about this...
-they initiated the recall
-they sent out an underqualified tech that broke my lcd in half and ruined the case
-I PAID 50 bux to overnight it to their San Diego RRC so that it could get reviewed and authorized for replacement
-I have called 5 times now to the RRC and have gotten a "we will have a manager call you back"
-So in summary, at no fault of my own, my notebook has been gone for over 2 weeks.


I am thinking about just filing a police report declaring it stolen and letting the cops go after sony..

 

if i were you zkaudio I would complain and get a new replacement like one of the members skippy911 did. Did you take pictures of the TZ before the tech touched it? If not than I would just take a picture of someone elses TZ

 

If phone calls don't get you anywhere, try filing a complaint with the BBB or your state's Attorney General. Sony should especially refund your shipping fees, considering this was their fault.

Since you are in California, you should have better recourse than other states. Start by trying this website.

 

I remember I sent my TZ in when my finger print reader wasn't working and when the sent it back the keyboard area was all scratched up. I complained and complained and sent it back and they replaced it. But than man lid was scratched complained again sent it back and they replaced the lid. You just got to be patience. But if I were you I would just get a new TZ like skippy911 did. And as stated above file a complaint with the BBB and your local consumer protection agency.

 

I think ima stick with Dell & HP from here on out for notebooks.

 

they do have better customer service but Im not fond of the products especially dells

 

anyone had good experiences getting the work done in Australia? Melbourne specifically?

 

Hi zkaudio, this is John E52T from Sony. First I would like to apologize for the problems you are having and any inconvenience associated to this issue. We would like to review your case especially if it is still in the repair facility. Please send an email with your contact information and work order to [email protected]. You should then be contacted to review this. Thank you.

 

I think you should at the least send him out a top of the line TT model and as for the Ken tech guy if you contracted him out make a complaint to the agency..

 

Similar nightmare with Sony TZ tecnician!
The contractor-technician of Qualxserv company came to my house to fix the "potential issue affecting my PC model" (TZ-150), as Sony presented it. After having opened the computer's guts he fixed the wiring around the hinge that was a presumed cause for unwanted overheating. Then, according to a numbered sticker on one component, he concluded that my webcam should be replaced. He took out my webcam device and looked in the Fed-Exed kit he brought with him to discover that a new camera was missing!
He re-built my computer and was ready to leave. Just before he left I noticed that the camera window was cracked!!!!
I called Sony customer service, waited on the line for ever and finally talked to an "escalation supervisor" who rejected any responsibility on the part of Sony. He wanted me to send my computer to the Sony laboratory, which I cannot do since I write my dissertation on it and have all my research done on it. He said that the TZ model is not one of the models that receive at-home reparation (don't quite remember the words he used.) Well... I pointed out to him that they did think it was important enough to send a technician for the "potential issue" but to no avail! The inexperienced Qualxserv technician is supposed to order the new camera and the camera window that he broke and call me then to reschedule. In view of the bad experience described by many others that went through the same experience as I did, I am honestly afraid to have this guy's hands back on my computer.
It is obvious that Sony is basically covering up its manufacturing/design mistakes of the model and is trying to prevent a collective class action. But I personally do not know how to solve the problem.