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    Getting Sony US to repair a Sony UK model.

    Discussion in 'VAIO / Sony' started by W3bbo, Dec 23, 2012.

  1. W3bbo

    W3bbo Notebook Enthusiast

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    I purchased my Sony Vaio Z11 in May 2010 in the UK. I also purchased the worldwide three-year warranty extension which expires in May 2013. My model number is VPCZ11C5E (the C5E standing for "Core i5, EU model").

    My Vaio Z developed a screen problem where a single column of pixels is either black, white, or (oddly) my window titlebar color. This happened a couple of weeks after I moved to the US for a while. Here's a photo:

    p6EqY.jpg

    I'll be here in the US for a while longer (I'd leave after my warranty expires), and I'd like them to honour my warranty agreement with Sony in Europe. I tried using the Sony US website to book a repair but the site rejected my VPCZ11C5E model number. I contacted Sony US and they told me to book the repair through Sony UK.

    I contacted Sony UK and they said they could only book a repair within the EU (so if I were in Germany, I could contact Sony UK for a repair, instead of Sony DE). They told me to contact Sont USA again and get them to sort it out.

    I was about to do that, but I realised that I'd get thrown-about by Tier 1 support staff until my warranty expires. Does anyone have any suggestions on what I should do? Or is this a common problem that I can get repaired at any local laptop computer repair place?
     
    W3bbo, Dec 23, 2012
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  2. ngvuanh

    ngvuanh Notebook Deity

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    Does this line visible when you start up your laptop or go to bios?
     
    ngvuanh, Dec 23, 2012
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  3. W3bbo

    W3bbo Notebook Enthusiast

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    Yep. It's visible whenever the display is on, including during POST.

    The problem was originally intermittent: if the laptop was ever moved (such as being in my bag as I walk around town) then it would disappear, but in recent weeks the problem has been permanent.

    I did search for this problem online - it's caused by a loose or damaged display connection. I haven't abused my laptop at all, so this should be covered under the warranty.
     
    W3bbo, Dec 23, 2012
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  4. ngvuanh

    ngvuanh Notebook Deity

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    If so and you should contact nearest Sony store to get it fix. It is not a cable problem. It is lcd panel problem.

    Sent from my LT30at using Tapatalk 2
     
    ngvuanh, Dec 23, 2012
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  5. niebyl2002

    niebyl2002 Notebook Consultant

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    If US doesn't accept your warranty, you should call Sony UK back and ask for RMA shipping number. Shipping should be included under your warranty. So how it works. Sony UK open claim for you, you ship your laptop to UK and after repair they should ship it back. There shouldn't be any taxes or custom charges as goods will be coming back to US. Make sure everything is done under Sony UK business account.
     
    niebyl2002, Dec 24, 2012
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