Quality of a Sony Warranty

Hey, Everyone,

So, I'm currently considering purchasing the new Z11 that just recently came out, but am worried about a few things, one of which is the level of service that Sony provides. I've always had Dell laptops, which I always purchase with a 3ish year warranty with Dell's equivalent to ADH. They've always been really great about replacing broken parts, or even replacing the entire computer once when it took a nasty fall. How is Sony with replacing broken/malfunctioning parts within the computer? What about if the computer is dropped? Does anyone have any experience with what Sony does when a computer is broken beyond repair by a drop or some other catastrophe? Also, since the Z uses the new proprietary SSD technology, which cannot be user upgraded as far as I know, would Sony be willing to replace the SSD if it ever broke down or is that something that I would have to pay out some money for? I'm just hoping that Sony provides as good of service as I've received from Dell because the new Z looks amazing.

Thanks

 

warranty do not cover software, water damage or any physical/accidental damage. Normal warranty only cover factory defects on parts. Physical/accidental damage cost more(2x). It is different than normal extended warranty. This is pretty apply to all brands.
It is always good to have warranty with manufacture on laptops. laptop parts are EXTREMELY EXPENSIVE to replace.

 

The customer rep told me on the phone that the accidental warranty covers water damage... unless he was wrong...

 

Right, I understand that the ADH warranty costs more and that it is a good idea to always get a warranty, and I plan on doing so, but I wanted to know how Sony's support actually is. Do they hassle you a lot, or are they relatively easy to get parts out of?

 

Is that ALL it covers? I really hope not.

Thanks

 

No, it basically covers everything, including water damage (which some warranties do not). I think the only thing it doesn't cover is theft.

 

Have you had any experience with claims with Sony?

Edit: Basically, I don't want to accidentally drop the laptop or spill coffee on it or something and have them say, "I'm sorry, but we can't do anything for you unless you pay us $xxxx"

 

I have had my Z-690 CTO for exactly a year. I would say the following about the warranty:

All Z's purchased in the U.S. are covered by a 1 year on-site warranty.

The "on-site" warranty is only on-site if you live close enough to the on-site service provider for your region.

The on-site warranty will follow the laptop whereever it happens to be (I had them come to my work once and to my home another time).

You can purchase an EXTENDED on-site warranty for up to 3 years for the new (and old) Z, but will have to manually find it on SonyStyle.com or chat/talk with a SonyStyle rep to add it to your cart.

You can NOT purchase an EXTENDED warranty that provides BOTH on-site service AND Accidental Damage coverage.​

Hope that helps! (BTW, I always buy the 3 year on-site warranty as it is great for either me, if I decide to keep it more than a year, or for the laptop's resale value if I decide to get a new one.)

 

I believe you can purchase a Sony extended warranty up to 4 years. Below are two 4 year Sony extended warranty options from a reseller:

http://www.provantage.com/sony-pcga-4sylpd~7SOVA044.htm
http://www.provantage.com/sony-pcga-4sylpa~7SOVA03X.htm

 

One should do due dilligence. Always ask for a written Terms and Conditions before signing up for a warranty service. If they can't provide it, don't sign up for their service.

 

IIRC you do no need to buy the extended warranty at the time of your purchase. You can extend the warranty until the standard one is expired.

All you need to do is register your product during the month of your purchase and the product should not have been already returned during the standard warranty for the warranty to be extendable.

At least that's how it worked in France when I bought my VAIO 3 years ago.

 

Actually, Sony has recently clarified this ADH situation.

It used to be that you had to purchase any extended service plan that would have ADH included only _at the time of the computer purchase_.

Now you can purchase an extended warranty with ADH any time up to thirty days after the date of purchase (not delivery, purchase) -- this is for the States and Sony Style.

I believe the same is true for other marketers of Sony warranties but they are not clear about that on their Websites. The problem is that if you somehow purchase a Sony ADH ESP after the 30 day window, Sony may not honor the ADH part of the warranty.

 

And may I add, I had purchased the regular 2 year express ship warranty but decided to upgrade it to the 3 year plan. At the time of making the purchase, a Sony Style rep asked me if I would be interested in upgrading to the 3 year extended warranty with ADH. I advised her that it had been 34 days since the time of purchase of my Z820 and she put me on hold to talk to a supervisor. She came back and said I would be able to upgrade to the 3 year ADH plan. I was surprised but accepted the upgrade offer. I spent the $409.99 and they cancelled the other one, issuing me a credit for the previous purchase. Sounds great, right ? And now the rest of the story.

So, 6 weeks after still not receiving my documentation I called Sony Style to inquire about the paper work. The Sony Style rep put in an incident number and stated I would receive an email in 5 to 10 minutes with a copy of the Service Net Warranty plan. I never received it. I then called back a few days later and was told I would be contacted by email. A few more days passed and I received an email that stated Service Net was requesting a copy of my purchase receipt of my Z820. So I did this and guess what....purchase of the ADH plan denied because it was past 30 days EVEN THOUGH Sony Style said I could purchase it. So, Sony Style is not even sure of the warranty products it sells. I have not extended the warranty up to this point but might consider a plan that Provantage sells, as it's cheaper than what Sony Style sells, of course with no ADH. I sure hope I don't crack my Z's screen.

 

I hate buying extended warranties but they have proven to be beneficial to me for laptops. So, is there anything unique to the warranties sold directly by Sony vs. those sold by ProVantage? ProVantage has a 4 year with ADH for less than what Sony sells the 2 year plan...

 

I'm getting close to the 30 day mark and figured I'd get the ADH. Where can I buy it? Sony's website only lists the standard one at the moment. I'd like a 3 year, with accidental. On site would be great but I can live without that.

Any help is appreciated -- or even a recommendation for a 3rd party warranty provider that is excellent.

 

call the sony sales dept or talk to an operator on the site during normal business hours they should be able to hook you up IMO.

 

there should be a recorded call conversation

I do believe that it could be classified as
1. "frustration of a contract" - due to Unavailability of the subject matter for the purpose of carrying out the contract.

The CSO approached you with the "extended warranty plan with ADH" and checked with her supervisor with it. You bought that contract in mind with it.

Now they are stating that ADH is not in package. You should be able to frustrate the contract and void it.

similar cases:
Bank Line Ltd v Arthur Capel & Co Ltd, 1919
Jackson v Union Marine Insurance Co, 1874

2. "Mistake"
- Unilateral Mistake - Mistake is due to just 1 party. In your case, you are neither aware of the mistaken assumption, nor did you deliberate cause the mistake.

Hence, even if you sue Sony, I do not think that you would be penalised, especially since you have good considerations, like
1. the CSO asking whether you would like to upgrade the warranty, and you did mentioned about passing the 30 days
2. CSO checked with supervisor, and gave the go-ahead sign
3. You paid extra for the services, and they have void the old contract

I think you should get the BBB (Better Business Bureau) involved and send a new email to Sony regarding this.
They should give you the ADH as well