Is It Just ME?? (ALL Z11 USERS PLEASE REPLY)

Okay, this post is NOT to complain. I just need to make sure my experience with my specific VPC-Z11DGX/SJ (Signature series) Vaio is unique (though horrific). Has anyone else experience any of these issues (all of which I have experienced with the one notebook just since last March). PLEASE reply even if you haven't had any of the issues. I desperately need a sanity check.

The List of problems:

1. Non-functional DVD drive that won't read or write to ANY discs (out of the box issue)
2. Right hinge loosening and clicking with movement (so far, 3 separate repair attempts have been made including replacing the hinge and the lid which had stripped receiving threads)
3. HDMI port not working, with no connected device detected, though 2 USB ports on same card work just fine (one repair attempt so far, with another one pending)
4. Palm rest scratched by service tech (had to have it replaced twice and eventually gave up on my chances of getting it replaced without it getting scratched again in the process)

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Now, that might not seem like a really long list, but you need to understand that:

• The DVD drive was on back order for 30 days
• The first hinge was on back order for 30 days
• The second hinge was on back order for just shy of 60 days
• The first palm rest was more scratched than the one I already had and took 2 weeks to be in stock
• The second palm rest took 2 weeks to become in stock
• The Lid was on back order for 3 weeks

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Thus, if you consider all the time the notebook had parts on backorder for it as time out of service, than it has been out of service for about 7 out of the 10 months that I've owned it.

I'm beside myself with frustration since Sony's strict policy is to "repair rather than replace" during the warranty period. I never had these problems with my old Z690.

So...what about you? Have you had any/all/other of these issues?

 

Dude, what have you been doing with your Z. You know it's not meant to be used as a frisbee right?

The only problem I've had is the dreaded hinge issues. I've tighten them twice myself. Not worth sending it in for repair just for that.

 

WOW

Problem number 2 is typical and specific for all Z. Doesn't surprise me at all...

However, I could not live with such extensively repair periods! Have you tried complaining to sony about all of that?? That is really horrific!!

If I were you I would have sold it already or sell it now and get a different model Vaio or even different brand!!! Terrible

 

Nothing but treating it like it was my first-born child. I even put a cloth between the keyboard and the screen and use a silicone keyboard protector...just to give you an idea of how much care I take with it.

But thank you for your reply!

 

I have complained to Sony's Customer Relations as well as their National Customer Relations teams and received a consistent (and extraordinarily annoying/frustrating) response: "Our policy is to repair rather than replace." Short version: they don't care how painful the experience is. As long as they are willing to repair the notebook, they think they are doing everything they should.

As for selling it and buying another one, I'd LOVE to, if only I could afford it. Of course, that might require abandoning my conscience to pawn it off on someone else!

 

I've had none of those problems despite myself taking apart my Z11 half a dozen times to around with the internals. Mine's close a year old now. I don't travel with out it, so it's not just a stay at home beauty queen

 

Well with the money you would get for it, you could buy something more qualitative - for example the S. If you look at the S owners thread you will notice that it has pretty much no issues compared to Z, only small cosmetic things that are typical, like not well fitted battery or squeaking space bar that needs lubricating... that's pretty much all.

 

Check the other thread complaining about Sony NA warranty repairs. I think after a few months, they did just give him a new one instead.

There are some cheap flights to Asia right now. In China or Japan, they'll do right by you. It's really just Sony NA that's a hassle.

 

why would he want to downgrade to an S?

 

For the "few" reasons mentioned in the first post and the numerous other threads just like this one concerning Z quality.

By "downgrading" he would not have to carry a screwdriver in the side-pocket of his laptop bag - hence he would be upgrading.

 

I really do think the Z series is a miniaturization marvel and I absolutely desire one. But I can't baby my computer. I can't baby my guitars either. I have to use them and when I really use them I just get carried away.

I can live with slower, uglier, bigger if I can really use it. I still want a Z series though.

 

Looks like you got a defective unit. Got the VPCZ117 from Hong Kong around a year ago.
1. Have burnt over 30+ Dual Layer DVDs with no problems. Installed over 10+ software from CDs such as Starcraft 2.
2. I was actually quite worried about the hinge problem, because many people seem to have it. But so far there is no sign of it on my laptop.
3. I connect and disconnect my VPCZ117 to my 23" Dell IPS Panel monitor through HDMI on a daily basis.
4. Never used service tech. But palm rest is still in perfect condition, however there is noticeable wear on the space bar paint.

FYI, I do treat my laptop like a baby. Sony really expects you to pamper your Z. You should have gotten an IBM if pampering your hardware isn't something you can live with. I am usually quite OCD when it comes to my gadgets so I am very happy with my Z.

 

You shouldn't need to. I really don't baby mine. Do I put it through what my Thinkpad went through. Not a chance. But I used my Thinkpad as a food tray for hot pans amongst other things. My Z has been around the world twice now. It's been dropped a time or 3 from at least table height. Other than the hinges, it's good to go.

 

It's hard to tell, but your palm rest has probably darkened. I left my stickers on too long. My right rest still looks "perfect" but my left has lighter areas where the stickers were.

 

@gracy can you stop trying to get everyone to jump on the S? The S and Z each have their place in the computer world. Yes there are some problems with the Z's build quality but that's something that us savvy consumers read up on before we buy the product. The tradeoffs of some creaky hinges or squeaky palmrest are worth it in terms of having a lighter computer, aluminum keyboard area, higher res screen, faster processor, etc. We all know you have the S and love it to bits, and that's great. I have a Z and I love it very much. It just bugs me that every time issues with the Z are brought up, you're on the thread telling people to get the S instead. It's very repetitive.
/rant

As for having problems with your Z11 OP, I'm very sorry for you. It sounds like you have a lemon! Maybe you should try a small claims court to get some sort of copensation?

 

This is certainly not what I meant! I don't want to advertise anything, just saying that's one of the many possible ways out of this unnatural and ridiculous situation! 7 out of 10 months out for repair and every few months hinge problem?? Don't tell me one has to be passionate about his baby laptop to accept and live with this! This is beyond reasonable!

The only reason I am suggesting the S as a possible alternative when people complain about the Z is that it is the closest Sony product to Z, having or allowing one to have the same power and just a few IMO not so significant lacks, but allowing to use the computer as it is supposed to be used - without medical gloves and a screwdriver in the pocket!! The fact that you have seen me saying this a few times proves that this is by far not the first dissatisfied Z owner to start a thread about these and other problems. This is what's repetitive.

In other cases I even advise people NOT to buy the S!

So sorry if you got the wrong impression - I am just trying to help. You could have done the same instead of criticizing suggestions you personally don't like hearing.

The choice is his, just like the problems.

 

1. 
   
   1) Never had that DVD issue. Mines works. That should get replaced.
   2) Everyone has this problem... some people have decided to use Locktite... i personally open my laptop every few months to tighten the screws and dust out my laptop (<-- or i'd never do that)
   3) HDMI port requires the Nvidia GPU to be on... were you trying to run it off IGP?
   4) I got a fading palmrest (dark colored), i dont think anyone has reported the silver one having that problem. Although that does suck that the Sony technicians keeps scratching it. By the way, what country are you experiencing this in?

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Thanks Gracy for the explanation and I apologize for jumping on you like that. I misinterpreted the posts. I do agree that the S is the closest thing Sony has in their lineup to the Z. Fortunately, I haven't had any of the known issues other than a creaky palmrest, but I can live with that over the other tradeoffs. Actually, the S wasn't even a US CTO model until CES this year. When I went computer shopping at the end of last year I didn't even know it existed since it was a Bes Buy only configured computer.

I would believe that the computer feels more fragile than others, but I don't mind babying it since I baby all of my electronics anyways. Since the OP says he babied it, I would tend to think he just got really unlucky with a seriously crappy computer.

I just dread the day that I might have to ring Sony for warranty service!

 

No problem, thanks for apologizing - I just wanted to make sure we are on the same page

I'm only wishing good

I really hope Sony will learn from all these problems... I do like the Z and was about to buy one an year ago. Pity such ridiculous problems make people regret their purchase and force Sony fans to go elsewhere

Regarding S - I know many of the US customers have either never heard of it or think of it as one of the cheap funky Sony models, mainly because of the poor and cheap BestBuy configuration that was the only one present in US until recently.
But fact is - S is Z' bigger brother
That's why IMO it is the perfect alternative to a Z if one decides to remain a Vaio owner.

 

Well to the OP, if you are thinking about getting another computer and are even contemplating Vaio again (I for one don't blame you if you don't!) it looks like the successor to the S will be the SB which is starting to appear on European Sony websites. SA, the higher end config should be out by summer too. That may be something to look into.

 

Such a pity SA/SB are so UGLY! Nothing to even start comparing to a Z or S design-wise... Horrifying! Looks like a Samsung's child from a Toshiba father with strong genes. Puke!

But it is still being discussed whether it is a successor of the S, Z or none. I personally doubt they will kill the S - a model released just 1 year ago, which was/is a hit in Europe. Killing the Z with this funny thing sounds absurd as well. But I guess we have all read articles like this one: http://buzztechblog.blogspot.com/2011/01/sony-vaio-sa-with-intels-latest.html

 

That's a question of taste. Based on the pictures (the new photos, not the ones from CES), I like the design of the SA better than the current S. It's cleaner and seems more elegant. Especially because of the S's cut-down lid corners and the fugly palmrest on the S, Z, ... The only thing I'd miss is the cylinder hinge. In the current generation I didn't even think about buying the S instead of the Z, but the SA is a bit tempting (though I'll wait for the new Z).

 

I guess a matter of taste then SA/SB is a no-go to me... Even as a gift I'd resell it. Ironing board.

That's why I feel bad the much better looking Z has such problems. Hope they continue the model with the same design - just improve the build quality.

 

I'm really sorry to hear about your problems it seems you got a bad lemon, happens to the best of us. I just want to ask you, the warranty service that you've been receiving is a send in service or an instore warranty repair?
From what I've experienced and read about quite a few times is that it sometimes does help if you go to a SonyStyle store to get a repair done as its easier to talk to tech and quite a few people have gotten replacements this way as well, so its really worth a shot to try
Always let them know how much trouble you've been going through, tell them (e.g. This is my work computer and I havent been able to work properly due to not having my laptop 7/10 months of usage and its really affecting my work and I cant afford to have such problems, insist that you bought their highest Z model to expect the best and thats the exact opposite of what you've experienced so far.)
With the problems you've been experiencing you deserve a replacement at this point, and sometimes it depends on who you're talking to on the other side of the line, some reps are more kind hearted then others, and this works with all companies. I've spent over 3-4 hrs talking to over 7-8 different reps to the the one that that helped me out with what I wanted and gave me a replacement on my system.. I really hope everything works out for you.

 

This is a really good point. This is the first time I hear of a non-functioning hdmi port and that is what would happen if you were in "stamina" mode at the time.

I am really glad I didn't get the Sony service plan. Judging by your (and other's) experience, letting their techs mess with your laptop seems to cause more problems than it solves. In your case they: 1) stripped the screws on your lid, and 2) scratched your palmrest.

 

From all I read I get the impression this is USA specialty only...

 

I'm not so sure legal action would get me anywhere since I've already tried talking with the Better Business Bureau. They indicated that they are not in the business of dictating HOW an issue is resolved, but rather to ensure that the manufacturer is responding. I'm fairly certain that Sony has a legal (note that I did not say " ethical") out in that they are doing something. Sure, they are alienating and repetitively annoying someone who would otherwise be a perpetually repeating customer, but they are fulfilling their legal obligation under their express, written warranty. Unfortunately, there is no "lemon law" for laptops in the state of New York (like there is for a car). Otherwise, they would have already been compelled by law to replace it.

 

My experience has taught me something I didn't want to learn: in the end, Sony doesn't really care about us, the end users/customers. Unless we all stop buying their products, they won't even notice that we're unhappy. The simple truth is that it's in the most difficult times that our true natures are revealed.

Sony has clearly demonstrated that they are not interested in making a good experience; they don't even care; it's not even on their list of things to do or even a list of possible goals to consider someday.

 

In the U.S. the Z comes with a 1 year on-site repair warranty. It is under that repairs have been made.

As I indicated, I've escalated my concerns to the highest possible levels within Sony, including their National Customer Relations team.

Deserving something and actually getting it seldom sleep in the same house it seems. Over the course of this ownership I have detailed logs recording the 20-50 different representatives I have spoken to who work at all sorts of "levels" within Sony. The truth is that Sony reps have NO power to do what they really need to in situations like mine. They are not allowed to depart from the "repair rather than replace" policy.

 

Yes, yes...I know all about that. I only ever use the nVidia/Speed setting. The HDMI used to work and then one day it decided that it had had enough.

 

I too experienced these click problems happening on the hinge.
Yes I know how you're meant to fix it.
But let's just think before doing this, the Z is probably sold at the 95th percentile. Which means it's in the top 5% of laptop prices, this is a guess but it wouldn't surprise me I wasn't this far.
It means as well that Sony will have a higher margin on the Z than it has with any of other Vaio lines.
Now, let's compare that with other products, be they TVs or cars.
If you owned one of these products and that it couldn't provide the basic features customers feel they should get then it is in your right to be really annoyed about it.
So yes, it appears to me the Z series is an unlucky name for Sony (I owned a VGNZ in the past, got rid of it as soon as I could because of design/assembly/reliability problems).
My VPCZ is with Sony right now, I really do hope they will repair the lid free of charge. And when it's done I will probably consider getting rid of it and will purchase a replacement laptop.
I'm considering the new HP Elite line, the 14" seem to be pretty good and I'm ready to lose even 400g for something that (seems) to be designed for durability.

 

I have the HDD version so it doesn't have a DVD drive.

So far, the only issue I have is the fading palmrest, but to be honest, I caused it by rubbing it too much I've also taken it apart quite a few times to fiddle with the disk drives, including some rough hardware hacking.

My Z is the best machine I've ever used. It sees much action every day, with a wide variety of applications, and it's as good as the first day I got it.

 

I haven't read this entire thread, but since I noticed it, I'll chime in. I just had a horrible experience with Sony service on my VPCZ1290X. Long story short, it took over 4 months from start to finish to get a replacement palmrest/touchpad. In the process, I also got a new FHD screen (the original started having bruising, and I've pampered the thing). Many months went by having pointless phone calls with reps in the Philippines, and frequent hang-ups. The best part was having a local tech come out, but even with his delicate work, the keyboard ribbon connector broke off in the mb. Finally, it took a month for turn-around in San Diego. I've owned Dells, Lenovos, Compaqs, and Toshibas, and the longest I ever waited for a warranty repair was about 3 or 4 days. The one thing I did get out of it, thanks to plenty of complaining, was a 6 month warranty extension (good for one more issue, which will probably take that long to repair!).