Sony Repair (Screen Issue)

My screen has blotches on it. I called sony support today to order the box for shipment. I was wondering if anyone else had to replace their vaio screens and if it came out to be free under warranty? It's not a physical damage on the screen, but it has some visible blotches on there. I was wondering if the evaluation on the laptop didn't work, do you know what the usual price range would be on vaio laptop screens if I had to pay in order to replace the screen? I'd like to hear any stories concerning people's experiences with repairing/replacing the sony laptop screen or in general with sony repair service, shipping, how long it took, if it was efficient. Thanks for your replies!

(Edit) So this happened awhile ago..I just forgot to reply back with what happened. I called sony and they sent the box for overnight shipment. I received the box the next day and I packaged the notebook in the box back to sony (Prepaid btw & overnight shipping). They received it within one or two days and the screen was fixed. This was all resolved and I got my laptop back within 4 days free of charge due to warranty!! I didn't expect the whole process to be so fast since I live in New York and the box had to be shipped from C.A. but it was really fast and efficient. Thanks for everyone's replies and concerns. My laptop is good as new again!

 

In my case, it took 7 days. I sent it on Monday (the box arrived Friday). I got a call from Sony about the problem on Wednesday. I got my laptop back on Friday. Very speedy. I am living in CA, that's why. Anyway, remarkable service and one of the best.

 

I got this too on my SZ... the shape of the blobs are vaguely in the shape of "VAIO"

folks who got this fixed, did they manage to get it fixed for free?

 

If I understand the problem they look like white spots. We are a notebook screen supplier and the white spots i think you are referring to are the result of applying some sort of pressure to the screen. We see these from time to time. They are permanent and cannot be fixed; you can only replace the screen. In terms of how Sony might handle this I am guessing you would have to somehow convince them that this was there when you bought the screen since this usually does not establish itself on its own. Sony is only going to cover manufacturer defects and not accidental damage or normal wear and tear so you will have to convince them that maybe it was already there, but faint so you did not say anything and it just got worse. Hope this helps.

 

I can't speak for Sony's policy with getting screens repaired (I know they said they wouldn't replace the screen on my SZ340 that had at least 5 stuck pixels --- but that's another story), but I will say that Sony shipping/repair is typically very speedy, as an above poster mentioned.

 

I just got my sony vaio fe back dued to the same problems.They were bright white blotches that just kinda glow in the same spot.After talking to Sony they picked it up and replaced the screen with no charge under the one-year factory warranty.Everything took about two weeks because the screen was backordered.But all in all, Sony really took care of me.

 

I bought a sony VGN-SZ28GP on 2006 Sep 24. My serial number is.... and name is XXXXXX . I have an international warranty starting from the date of purchase.
At this point of writing, I am horrific to find a tear on the right hand side of my laptop screen. It is obvious that this is an internal tear as there is no outside line. In fact, I bought a cover to protect it so there is no negligence on my part as this is a clear case of hardware problem. Please refer to the attached photos.
I am in China currently and is using this laptop for work. This is very disappointing to find such a product fault from SONY.

 

All I know is when we sent out Notebooks for an LCD swap, it can run from 300-500$. But these are HP or Toshiba, don't know about Sony's.

 

Ya,
Just received one quotation from Sony at SGD 600.
My reply as follows.
"
Before I proceed further, I will need to enquire the basis for the
quotation.
Being a reliability engineer by background, the internal crack of the LCD
screen can only be due to 2 reasons.
1. Hardware problem where over the period of time, it internally cracked due
to quality issue. This could be due to the temperature.
2. Drop on the floor. For this to effect a crack of such magnitude, this
will have to happened when the laptop LCD is in a open situation and at
least perhaps 0.5m above the ground. When this happens, the joint between
the LCD screen and the motherboard will be distorted. This will be
particular obvious when the drop happens near the top of the LCD screen
which is the location of the crack. And the laptop is not a very fragile
item, therefore it will be subjected to certain impact absorbing in the
first place.
For my laptop, there are no signs for such joint problem and thus, this will
be have to be attributed to the quality issue.
Since the laptop is still under product warranty and where it is not
mis-handling nor negligence from my part, I will find it hard to accept such
a quotation. I will dispute with the remarks " LCD Broken. Not cover by
warranty." unless Sony can give a acceptable report.
I request Sony to re-investigate the cause of the LCD crack and to properly
consider the quotation of the LCD to be revised and being absorbed by Sony.

 

Sony,
Replies as follows.
1. Warranty period is valid as confirmed by Sony HK.
2. Cracked LCD is an Internal crack, not external part. Will refrain comments on the definition of comestic parts.
3. I have also stated that the Laptops should be able to withstand certain impact testing. This appears too fragile for a mobile equipment. As stated previously, such a tear in the LCD will require an external knock which will result in the joints being dis-located. For further info, I am using a shock-resistant DELL back because the flimsy Sony carrier will not last and even this extra-protection give way to such a crack.
4. No information on LCD issues could be due to that 1/10000 laptops failed. So I guess Sony's reply is for me to bite the bullet.
5. Inconveniences are indeed caused by Sony mal-functioning items. No understanding required from my side. Rest assured that this will be the last item I purchased from Sony but this correspondence will be circulated to friends so as to tell them to be careful of the "fragility" of Sony's items. I believe that Sony's T&Cs does not refrain customers from such action.
6. Will bite the bullet and proceed with the repair of blasted Sony's laptop. This is a total waste of my time and money.

----- Original Message -----
From: Services, CSS
To: [email protected]
Cc: SHK, Info-CS (AP - SHK)
Sent: 2007年3月12日 11:17 PM
Subject: FW: Sony repair order E-mail Quotation MK2007031066, VGN-SZ28GP 7006740


Dear Customer,

As mentioned in our earlier correspondence dated 9th March 2007, warranty does not apply to cosmetic damages,improper installation, dropped sets, delivery or shipment of the product etc. The warranty is valid only if the serial no. appearing on the product has not been altered, defaced or removed. For detailed information you may refer to the VOS service guide at the point of purchase.

However if the defect is found to be due to exterior or cosmetic parts for e.g cracked LCD, warranty does not apply. This will be subject to further confirmation by Sony engineers upon checking on the actual unit.

Once the condition of the unit has been verified by Sony Engineers to be an issue not related to hardware failure, replacement will be subject to charges. Cracks on LCD are not covered within warranty as they are conditions associated with external factors. While it is not possible for us to monitor the way customers use their units, it may possible that cracks may occur as a result of indirect impact caused by external factors. The affected area may have been caused by knocks that may occur inadvertently without the user's notice. There is also no information on LCD issues with this model so far from our HQ.

Replacement charge for the LCD will also apply in Sony Singapore under warranty terms and conditions. The same warranty terms and conditions will apply to all designated countries listed on your VOS guide.

We apologise for any inconvenience caused and thank you for your understanding.

Best regards.

Customer Service Division
Sony Electronics (Singapore) Pte Ltd.



==============================================================================================================



-----Original Message-----
From: Andrew Yahoo [mailto:[email protected]]
Sent: Friday, March 09, 2007 4:45 PM
To: Services, CSS
Cc: Johnson Lim CN; SHK, Info-CS (AP - SHK)
Subject: Re: Laptop screen tear from within-VGN-SZ28GP-Andrew Tan Eng Chuan


Dear Sony,
I have reviewed the terms.The serial number with the VOS slip is in my hand. .
Will go to HK tomorrow for repair.
Thanks.



----- Original Message -----
From: Services, CSS
To: [email protected]
Cc: SHK, Info-CS (AP - SHK)
Sent: 2007?3?9? 4:36 PM
Subject: FW: Laptop screen tear from within-VGN-SZ28GP-Andrew Tan Eng Chuan


Dear Customer,

We are sorry about the condition of your unit. International warranty or Vaio Overseas Repairs are covered within the following countries:
VOS provides for hardware repair of the Vaio notebook for a period of 1 year from the date of purchase (of the Vaio notebook) within the following designated countries - Australia, Europe, Japan, Hongkong, Korea, Malaysia, New Zealand, Saudi Arabia, Singapore, Taiwan, Thailand, United Arab Emirates, USA and Canada.
China is not a participating country for overseas repair services.

All warranty repairs are subject to terms and conditions as stipulated in the VOS document.

Warranty does not apply to cosmetic damages,improper installation, dropped sets, delivery or shipment of the product etc. The warranty is valid only if the serial no. appearing on the product has not been altered, defaced or removed. For detailed information you may refer to the VOS service guide at the point of purchase.

Customers are to produce their VOS document with an official receipt as proof of warranty for verification before repairs. However if the defect is found to be due to exterior or cosmetic parts for e.g cracked LCD, warranty does not apply. This will be subject to further confirmation by Sony engineers upon checking on the actual unit.

The nearest repair centre within China's location will be Sony Hongkong.

Kindly contact the following address for further assistance:
Hongkong Marketing Company
A division of Sony Corporation of Hongkong Ltd
Customer Service Division Headquarters
Unit 202-203, 2/F
1 Hung To Road
Kwun Tong, Kowloon
Hongkong
Tel: 852 2833 5129(Customer Service hotline)
2389 3202(Technical Support Hotline)
Email: [email protected].

Thank you and best regards.

Customer Service Division
Sony Electronics (Singapore) Pte Ltd.
===========================================================================================================================




-----Original Message-----
From: Andrew Yahoo [mailto:[email protected]]
Sent: Wednesday, March 14, 2007 6:12 AM
To: Services, CSS; Sgmc, Enquiry
Cc: SHK, Info-CESvc (AP - SHK)
Subject: Fw: Sony repair order E-mail Quotation MK2007031066, VGN-SZ28GP 7006740


Sony SG,
I have send emails to Sony SG previously. The attached photos should help to
refresh the memory.
Attached below is the correspondence and findings from Sony HK. After
tele-conversation with HK, they state that it is a policy that LCD cracks
will require payment, despite whether it is a Sony hardware problem or my
mishandling / negligence.
After stating my opinion, they ask me to refer to Sony SG for further info
whether it is suggested that Sony SG might have a different policy.

My further comments as follows.
1. I find it very much dismayed that an international warranty will be
treated in such a manner which I can interpret as pushing the issue around.
If I can go back to Sony SG, I will not have gone to HK for repair. It will
take me more of the cost for the airplane ticket than to repair the LCD. Not
to mention that I have to travel to Sony HK and wasted both time and travel
fee. Will this be reimbursable by Sony?
2. The hardware problem is exclusively a product issue, despite claims from
HK that the LCD will not crack by itself. I have also stated that there is
no evidences of negligence nor mis-handling on my side, such as exterior
tear etc. Given my background in design engineering and reliability, Sony
will have to provide proof that it is my mis-handling which I expect that
Sony will not be able to do so.
3. I will further state the request for Sony to re-look at this issue and
the associated costing, which should be zero. Given its reputation as THE
SONY, it is very disappointing that such a product fault can occurs. It is
like I bought a time-bomb that detonated after 5 months of usage.
4. Request that Sony SG and Sony HK to correspond with a satisfactory reply.
Perhaps, Sony USA might have to intervene. This is essentially a Sony
home-affair which I have no intention to know. All I want is to repair the
laptop under the warranty period and used it for my daily business work
which have been affected by this product issue.
5. I am a Internet marketer and an active forum poster. This will certainly
be one of the topic to look out for.

Awaiting your prompt reply.
Andrew

 

This is the response that I get from their guys.

Sony,
Replies as follows.
1. Warranty period is valid as confirmed by Sony HK.
2. Cracked LCD is an Internal crack, not external part. Will refrain comments on the definition of comestic parts.
3. I have also stated that the Laptops should be able to withstand certain impact testing. This appears too fragile for a mobile equipment. As stated previously, such a tear in the LCD will require an external knock which will result in the joints being dis-located. For further info, I am using a shock-resistant DELL back because the flimsy Sony carrier will not last and even this extra-protection give way to such a crack.
4. No information on LCD issues could be due to that 1/10000 laptops failed. So I guess Sony's reply is for me to bite the bullet.
5. Inconveniences are indeed caused by Sony mal-functioning items. No understanding required from my side. Rest assured that this will be the last item I purchased from Sony but this correspondence will be circulated to friends so as to tell them to be careful of the "fragility" of Sony's items. I believe that Sony's T&Cs does not refrain customers from such action.
6. Will bite the bullet and proceed with the repair of blasted Sony's laptop. This is a total waste of my time and money.

----- Original Message -----
From: Services, CSS
To: [email protected]
Cc: SHK, Info-CS (AP - SHK)
Sent: 2007年3月12日 11:17 PM
Subject: FW: Sony repair order E-mail Quotation MK2007031066, VGN-SZ28GP 7006740


Dear Customer,

As mentioned in our earlier correspondence dated 9th March 2007, warranty does not apply to cosmetic damages,improper installation, dropped sets, delivery or shipment of the product etc. The warranty is valid only if the serial no. appearing on the product has not been altered, defaced or removed. For detailed information you may refer to the VOS service guide at the point of purchase.

However if the defect is found to be due to exterior or cosmetic parts for e.g cracked LCD, warranty does not apply. This will be subject to further confirmation by Sony engineers upon checking on the actual unit.

Once the condition of the unit has been verified by Sony Engineers to be an issue not related to hardware failure, replacement will be subject to charges. Cracks on LCD are not covered within warranty as they are conditions associated with external factors. While it is not possible for us to monitor the way customers use their units, it may possible that cracks may occur as a result of indirect impact caused by external factors. The affected area may have been caused by knocks that may occur inadvertently without the user's notice. There is also no information on LCD issues with this model so far from our HQ.

Replacement charge for the LCD will also apply in Sony Singapore under warranty terms and conditions. The same warranty terms and conditions will apply to all designated countries listed on your VOS guide.

We apologise for any inconvenience caused and thank you for your understanding.

Best regards.

Customer Service Division
Sony Electronics (Singapore) Pte Ltd.



==============================================================================================================



-----Original Message-----
From: Andrew Yahoo [mailto:[email protected]]
Sent: Friday, March 09, 2007 4:45 PM
To: Services, CSS
Cc: Johnson Lim CN; SHK, Info-CS (AP - SHK)
Subject: Re: Laptop screen tear from within-VGN-SZ28GP-Andrew Tan Eng Chuan


Dear Sony,
I have reviewed the terms.The serial number with the VOS slip is in my hand. .
Will go to HK tomorrow for repair.
Thanks.



----- Original Message -----
From: Services, CSS
To: [email protected]
Cc: SHK, Info-CS (AP - SHK)
Sent: 2007?3?9? 4:36 PM
Subject: FW: Laptop screen tear from within-VGN-SZ28GP-Andrew Tan Eng Chuan


Dear Customer,

We are sorry about the condition of your unit. International warranty or Vaio Overseas Repairs are covered within the following countries:
VOS provides for hardware repair of the Vaio notebook for a period of 1 year from the date of purchase (of the Vaio notebook) within the following designated countries - Australia, Europe, Japan, Hongkong, Korea, Malaysia, New Zealand, Saudi Arabia, Singapore, Taiwan, Thailand, United Arab Emirates, USA and Canada.
China is not a participating country for overseas repair services.

All warranty repairs are subject to terms and conditions as stipulated in the VOS document.

Warranty does not apply to cosmetic damages,improper installation, dropped sets, delivery or shipment of the product etc. The warranty is valid only if the serial no. appearing on the product has not been altered, defaced or removed. For detailed information you may refer to the VOS service guide at the point of purchase.

Customers are to produce their VOS document with an official receipt as proof of warranty for verification before repairs. However if the defect is found to be due to exterior or cosmetic parts for e.g cracked LCD, warranty does not apply. This will be subject to further confirmation by Sony engineers upon checking on the actual unit.

The nearest repair centre within China's location will be Sony Hongkong.

Kindly contact the following address for further assistance:
Hongkong Marketing Company
A division of Sony Corporation of Hongkong Ltd
Customer Service Division Headquarters
Unit 202-203, 2/F
1 Hung To Road
Kwun Tong, Kowloon
Hongkong
Tel: 852 2833 5129(Customer Service hotline)
2389 3202(Technical Support Hotline)
Email: [email protected].

Thank you and best regards.

Customer Service Division
Sony Electronics (Singapore) Pte Ltd.
===========================================================================================================================




-----Original Message-----
From: Andrew Yahoo [mailto:[email protected]]
Sent: Wednesday, March 14, 2007 6:12 AM
To: Services, CSS; Sgmc, Enquiry
Cc: SHK, Info-CESvc (AP - SHK)
Subject: Fw: Sony repair order E-mail Quotation MK2007031066, VGN-SZ28GP 7006740


Sony SG,
I have send emails to Sony SG previously. The attached photos should help to refresh the memory.
Attached below is the correspondence and findings from Sony HK. After tele-conversation with HK, they state that it is a policy that LCD cracks will require payment, despite whether it is a Sony hardware problem or my mishandling / negligence.
After stating my opinion, they ask me to refer to Sony SG for further info whether it is suggested that Sony SG might have a different policy.

My further comments as follows.
1. I find it very much dismayed that an international warranty will be treated in such a manner which I can interpret as pushing the issue around.
If I can go back to Sony SG, I will not have gone to HK for repair. It will take me more of the cost for the airplane ticket than to repair the LCD. Not to mention that I have to travel to Sony HK and wasted both time and travel fee. Will this be reimbursable by Sony?
2. The hardware problem is exclusively a product issue, despite claims from HK that the LCD will not crack by itself. I have also stated that there is no evidences of negligence nor mis-handling on my side, such as exterior tear etc. Given my background in design engineering and reliability, Sony will have to provide proof that it is my mis-handling which I expect that Sony will not be able to do so.
3. I will further state the request for Sony to re-look at this issue and the associated costing, which should be zero. Given its reputation as THE
SONY, it is very disappointing that such a product fault can occurs. It is like I bought a time-bomb that detonated after 5 months of usage.
4. Request that Sony SG and Sony HK to correspond with a satisfactory reply. Perhaps, Sony USA might have to intervene. This is essentially a Sony
home-affair which I have no intention to know. All I want is to repair the laptop under the warranty period and used it for my daily business work
which have been affected by this product issue.
5. I am a Internet marketer and an active forum poster. This will certainly be one of the topic to look out for.

Awaiting your prompt reply.
Andrew