Sony Repair Process

I'm going to be sending in my SZ650 to repair, a couple keys seem to sticking and I might as well fix it now. I just have a few questions: I'm currently under warranty, therefore Sony assumes all shipping/repair costs correct? How do they ship your item/packing supplies? (Fedex Ground, Express etc?) I'm afraid they might scratch my computer during the process, has anyone been in a situation where this has happened to them? If so, how did you go on about dealing with it? Do only ship the actual laptop?

 

Sony will Fedex a nice box that you assemble (which is easy to do) and it safely holds your laptop. Just a note - you will need packing tape. With my experience I had the box at my house a day or two after I called. I would ship back out same day as it is prepaid shipping with Fedex. I bet you have your laptop back in 5 days or so. My experience with Sony has been excellent.

 

Yep they did everything free and sent my unrepaired scratched notebook back. It was like they clamped the notebook somewhere. Lots of scratches in the lid, so I returned it.

 

I had bought a used Fujitsu Lifebook that had a lot of stuck pixels on the screen but was just barely under warranty, about to expire in a month. I sent it in and they replaced the screen, though a stuck pixel appeared in the middle of the screen 10 minutes after I booted it on and there were a few extra scratches on it as well.

 

Will I be able to do anything if they return a scratched up notebook? I am very picky, and the smallest scratch will upset me. Did they replace your notebook even if it wasn't purchased through Sonystyle?


Desertmike: Did you notice any marks/scratches/blemises or any other problems after you received your laptop back from Sony?

Anyone else care to share their story?

 

I would appreciate anyones insight on this. Unfortunately there is no on site service available in my area so I'm stuck with sending it in. The Sony rep. told me they take before and after photos, but photos cannot capture everything.

 

Anyone? I see plenty of threads regarding the LED issues, what happened when you sent it in for repair?

 

Got the packing box next day after I phoned about my screen problem. The box I got looked really secure and I was happy to put it in there. Have a hard time believing that any scratches whatsoever would come in that box. I sent it 7 business days ago (Fin) and the box arrived to France the same day it left my door. Thats where the quickness ends.. Still eagerly waiting for it to return.

EDIT: Typo

 

I meant it might get scratched during the repair process.

I just scheduled a repair, and was given a repair ID that I will provide Fedex with and they'll package/ship. I won't be getting a box. Thank god there's a Fedex location right next to me. I was quoted 7-10 days, however I really hope it's faster. The repair facility is in San Diego, and I'm in Las Vegas so it's quite close. Only a state away. I'm keep my fingers crossed for all parts to be in stock, and have my computer back within 5 days.

I questioned them about damage occurring when it's in their hands, and supposedly they'll fix the problem if something does happen. They suggested I take photos, which I definitely will.

The customer representative also told me it's a good idea to include my AC Adapter, and Battery in case the problem lies in them. I don't know if I should yet. I'll be taking it to the Fedex location tomorrow, so hopefully next time this next I'll have my laptop back<3. I'll keep you updated.

Any suggestions before I ship?

 

Problem started the first week in October.
The SZ did not boot up, called Sony and they told me to bring it to a FedEx/Kinkos and they would have a box and the shipping material.
Sony paid for the next day shipping. A week later Sony said it would cost $700 to fix my computer which was under warranty. They said the memory I used caused the problem. Only way to fix would be to have them install Sony Memory. They refused to fix but told me they replaced my HDD as it was failing ass well.

Three day later I received my laptop back.
I bought new memory and it still did not work. I had our It /tech center look at it and our legal department was going to challenge this issue.

Sony than told me to send it back. Again I went to FedEx for shipment.
Another week later Sony had sent my laptop back.

In the note enclosed Sony said the technician replaced the motherboard and the keyboard. They said the problem was with a faulty board.

Also I noticed a huge scratch (size of a quarter ) on the lid of the Carbon fiber. It looked like they had it turned upside down and scratched on a screw of some sort. I take everything out and get it ready for my new programs and my old files.

I had it on my desk plugged in while I was getting rid of unwanted programs.
About an hour later I unplugged it to work on it sitting on the couch.

The screen went black but the hdd was still running. try to plug it in and it powered off and could not turn it back on. I tried everything including seeking help on NBR. Nothing worked.
Next day I called Sony and they said it was a driver issue. we reinstalled windows over the phone and it took hour and half and it still did not work.
They transfered me to level 2 tech and they said send it back. I shipped it out yesterday via FedEx with priority next day from Sony.

A month later and still no computer, it seems they fix one thing and break another.
In the meantime my company bought me another laptop.

So far, I hate Sony's repair service.

 

Thank you for your feedback, it is appreciated.

Now I'm even more afraid to send it in, what did they have to say about the scratch? Honestly if I receive my laptop with the smallest scratch I'm not letting until the part is replaced. I will have to make sure I photograph every angle of the laptop.

How did you take your laptop to Fedex? Do I need to include the original box? I'm not sure what I should place it in to protect it, I don't want to use the pink cover just because they'll end up wrinkling it even more(Yes I'm very picky) I like to keep everything intact and in good condition even the box, baggies, and covers.

How does going to Fedex work? Are they gonna know what I need when I give them my repair ID? What do you suggest I say?

One good thing is their quick shipping, but if you end up having to send it multiple times for new problems it just blows.

I'm glad I haven't purchased my RAM upgrade yet, from the sound of it I'm sure they'll find a way to make the RAM at fault.

This is nerve wrecking, I just want one problem fixed none created

I don't if the rep. was correct, but he told me I can have it serviced on site if I purchase warranty through them so does that mean on site is available in my area? Does anyone know the website to lookup locate authorized Sony service centers?

Has anyone had a good experience with Sony? Did they actually repair your laptop, or did you have to send it in multiple times for different problems that occurred after your initial repair?

 

Sponsi,

I was given a confirmation for FedEx. Sony has a special account for all their laptops at Kinkos/FedEx where you take it and give them a PRSEV number you get from Sony. They will pack your laptop( I put mine in the original box but they never said I had to) in a box and pack it in foam then ship it out next day.
As far as the scratch goes, they claim to nothing.
I figure my laptop has accrued more frequent miles in the past month then I have. I hope this is the last time.

 

haha, yes they offered to sell me a extended warranty for $199 so I can have it serviced locally( Seattle). I think they contract out the service work to local shops that are Sony authorized.

I am not worried about the scratch as this was paid for by my company.
Plus I just got a new one.

 

Too much worrying is involved so I've decided to go with a 3 year accidental/on site warranty from Filipp. I verified with Sony there's service in my area(Unless of course they didn't know what their talking about) But still $190 for 3 years of accidental warranty is awesome considering Sony wants to charge me $450.


Edit: I just scheduled an on site repair the technician should be contacting me within 3 business day. So glad I don't have to send it in, this is the best 190 dollars I've spent. If you've got the money I suggest purchasing one of these, for 3 years you won't have to worry and on site is a awesome bonus. You get to see what they do to your notebook, no more mysterious scratches!

 

Sponsi if you are too much worried about ur notebook getting scratched, you might think of a replacement. You know what I paid for return shipping the scratched notebook. Sony is sending me a shipping label after I reaturned it.

Definitely your notebook won't look like new after the repair.

oops didn't read ur prev post.