My NEW SZ1XP - keyboard issue report

You may have noticed I was making some noise about the keyboard issue on the SZ series, the spacebar in particular. Well, I got the unit replaced for a brand new one and the space bar is fine, fully working.

I am now a happy bunny. It appears to me that nothing fundamental has changed, the spacebar key just seems more rigid.

I suggest everyone ask for a replacement key to be sent to them if they cannot get a replacement.

 

Glad you won't be making any more noise about this

I will be sending mine in to get the space bar issue fixed. I just got back in town last night, and the shipping materials have been sitting here for days. Oh well, hope it doesn't take too long...

 

ask for a replacement key - how would that work?

 

They would send you a replacement key...

I'm not sure what you mean, if my assumption is correct that it is simply the plastic flexing too much on some spacebar keys then a replacement key may do the trick, if it is more rigid that is.

You would just pop the faulty key off and replace with the new one they send you.

 

Yeah, keys are pretty easy to replace, but I think the problem lies more in the mechanical linkage. I haven't taken this one apart, but space bars usually have one switch in the middle of the key, and linkage that is setup kind of like a sway bar on a car that acts to exert the forces applied at one end, to the opposite end, thus activating the switch in the middle. I think it needs a bigger sway bar


EDIT:

I just popped the spacebar off, and it is as described above. The key itself is a lot thinner than I expected, and I supose that could contribute to the problem.

 

Yeah, the basic issue with the spacebar is that the plastic is too thin, so that pushing on the extreme ends bends them down to maximum while the upwards force of the switch in the middle is enough that the center of the spacebar doesn't depress enough to activate the switch. Simply making the key thicker or adding some cross bracing underneath to make it more rigid and inflexible would solve the issue.

If Sony has done this I would like to know, so I could get a replacement spacebar myself. The right edge of mine works fine, but the left side doesn't - not that I use the left edge much, but the odd time I do it bugs me.

 

2 things:

- Is it confirmed that key thickness is the issue?
- If Yes, does anyone have any idea of the Sapcebar Key Part Number so I can order it?

Thanks.

 

no
no

It is speculation, but backed by simple logic. I suppose you could "tweak" the linkage to make it work properly, but I sent mine back to Sony so they have the opportunity to make it right. If they fail, it is as simple as I will NEVER buy another Sony product. My purchase of this SZ120 is their 2nd chance after their MicroMV failure. My business will be sorely missed if they F this one up...

 

okay. so no one actually tried asking for a separate space-
bar key and instead people are sending it in for replacement..

i'd rather not send it in, as it would mean not being able to
use my laptop.

 

Frankly, neither do I want to send it in... I spend almost 18 hours a day on my laptop... besides, while this spacebar thing is an issue, but not a major issue coz I haven't really hit on the left end of the spacebar as yet (except to test that it didn't work . Besides, everything else on the laptop is just fine... (had returned the previous SZ coz of 2 cosmetic defects + 2-3 Dead pixels)... have no such problems on this one...

But yes, if manually replacing just the spacebar would fix the issue... I wouldn't mind doing it...

 

Just a note, sony support will send you a replacement key free of charge...

 

I would probably push for a replacement keyboard.

You can say your not comfortable flipping keys in and out. As if you break a clip/linkage/switch you'd be screwed and have to send the machine back. And effectively your doing them a favour by not returning the machine as defective on purchase.

The advantage is you have a spare keyboard for the future. Having had to change keyboards on previous machines. This is a big advantage IMO.

 

Well, having done the fix-it yourself thing, I would recommend having Sony fix it. A keyboard replacement is pretty simple, but if ANYTHING goes wrong, or you find some other problem during the repair, you don't want to be in the position of having to defend yourself as to how you did not break it while performing the repair. Also, I'm pretty sure Sony would want the old keyboard back. Thats SOP for warranty repairs.

 

Well for hard drive, or other expensive components yes. They usually come by courier and they are instructed to take the original part back. Quite annoying as they don't tell you this half the time. And you end up having to quickly take the original part (HDD for example) out while the courier waits.

This is what recently happened with my brothers IBM. And to be honest, given my current problems with Sony, I'm beginningto wish I had bought a T60p.

But I've had a few minor items such as a keyboard & battery replaced under warranty before. And they've just sent the part out.

I think they probably have a cost cutoff point. Where the cost of special courier outwieghs the salvage/deterent value of enforcing such a procedure.

 

I've never had to deal with a courier with replacement parts. Anytime I've had to return ship, it has been ground, which is ridiculously cheap if you have a big corporate account with discounts. I guess it varies depending on the company you are dealing with. RE: my keyboard replacement, they said they would normally have a tech replace it (not sure if they would send someone out, or I would have to take it to a repair center), but since the SZ was so new, they didn't have all the proper tools in the field yet. I can't imagine what special tools would be required, but they sure didn't have a problem with overnighting shipping materials to me, overnighting the machine to them, and overnighting it back to me. Maybe I just sound really incompetent over the phone

 

i created a case with e-support, mentioning my preference
for them sending me a fixed key instead of me sending them
my laptop as i use it daily.

 

Did they agree to send it to you?

 

I called in and talked with the Sony tech support guy and he said that they are working on a fix for it. At first one person told me that it wasnt a known issue while another tech guy said it was an issue. He says that there isnt any way as of know to fix it. But, does this replacement key work?

 

as i created the case this evening, there hasn't been a reply yet.

 

IBM did this recently with my brothers T42p.

However, they neglected to inform him the courier would need the original drive back. So when he arrived I had a mad dash to get the other one out of the notebook. Otherwise the courier was going to leave with the new drive.

I've had this with a few other machines aswell. Basically I think they use this procedure for expensive parts. As I'm sure DHL/Fed Ex charge a bit for it.

For most other stuff they simply use the standard shipping method. And to be honest they've never bothered to ask for the part back. As a result I have a spare keyboard for one of my laptops. And a spare battery.

It really depends how you approach things with their tech support. They always insist on the normal long ass ship back the notebook procedure. But if you threaten to return the notebook as defective and get a refund. They will normally back down and ship you the part. Provided its a simple job for you to replace it.