Sony Z: build quality and support?

I actually find the new Sony Z pretty appealing (hated the barrel hinge on the previous models...). I realize no one has hand on experience yet, but two things that make me nervous about it are: (a) build quality; (b) 3yr service/support. This is relative to high end lenovo thinkpads/dell precisions/hp elitebooks rather than consumer notebooks. Does anyone have comments about the comparison?

 

this is exactly what i want to know as well. I have SZ and this dam thing was a PITA to work with, but I'm hoping and crossing my fingers the vaio's improved with there driver support.

 

are we talking about new Z21? no one has the actual unit yet (except the press). i'm using the Z11 since it release (i have a limited edition one) build quality is top notch (above apple in my opinion). i also have the 3yr expressship warranty (purchased on sonystyle.com) and have been used the warranty twice. it is very fast and easy.

the first time was the screen is broken from me putting a lot heavy stuff on the screen (laptop is in my briefcase and i put stuff over it).

second time i was spilled a cup of water over the keyboard.

both turn around time was 5 days from shipping out of my office until i received the unit back. also setup a warranty is really easy, take about 10 mins over the phone, next day a prepaid overnight shipping showed up it was real quick

 

Thats what I'm worried about. The screen shouldn't have cracked like that.

 

well, it is kinda my fault form abuse, i always put my bag first then tons of paper on top of it (on the passenger side seat).

 

Oh, I see!!
How was the driver support and the updates of the softwares???

 

Driver support is rather poor but when you think about it, almost no manufacturer has good driver support. Just update your software via VAIO Update and you're set for the most part.

 

driver sucks, sony doesn't update any of the driver unless it give a malfuction to the software. but you can always get driver form manufacture website anyway (only hybrid gfx that i cannot update by myself).

 

You are one of the first people I have heard positive comments from about Sony tech support. Do you have reason to believe they take better care of customers with full-boat extended wttys? How much did yours cost, if I may ask?

 

Sony provides excellent service in Hong Kong.

 

As the new Z is really the successor to the X, it's probably best to consider the build quality of that laptop. I've owned several Sony laptops over the years and I would say the build quality on the X is their best ever.

As of 2010 I believe the X was the only Sony laptop manufactured in Japan. I wonder if the new Z will be too?

 

The VPCZ was also made in Japan. I think the VGNZ too...

 

The Z reliability is questionable at best and Sony service in the US is terrible. Purchased a VPC-Z1190 in early 2010. In less than 9 months, the LCD screen cracked for no good reason. Luckily I purchased also a 3 years extended warranty with accidental insurance (highly recommended since Sony's policy is to consider any LCD malfunction an accident!). Took my machine to the local SonyStyle store Vaio service. More than 4 weeks later, the service center was still waiting on the LCD part with no ETA. The manager at the local SonyStyle took the initiative and gave me a brand new VPC-Z1390 as a replacement. This one lasted just about 4 months when one of the SSD drives failed. Again I took it to the local SonyStyle service and was told that this time the repair should take only 7-10 business days. Well, the real story is that they are still waiting on a new SSD with an expected return of my machine of about 5 weeks after I brought it in. Just for comparison I checked with the IT guys at my work. Lenovo turn around time for repairs (including LCD screens) is about 3 days.

 

Hmm, looks like people with the Z1390 have bad luck with their Z's (I've read at least 3 accounts). I'm using the asian model VPCZ138GG, but aren't they basically the same?

I do have reservations with the screen as well. I'm claiming that it's probably one of the weakest screens on the market. I mean, look at the Macbook Air. It has a thinner screen, more rigid material and I've never read a single account of dead pixels/broken screens with it. I've seen at least 5 accounts of broken screens/dead pixels of the Z in this forum in the past month.

 

i believed it was around $350, for $4500 laptop i think it is a bargain.

ps. and trust me, in the forum out of 95% member that is unhappy about the service will post negative feedback, while satisfied customer will just silent. that's how internet (and real world work). this is also why if you check on bbb or any consumer comment's product. you will more unhappy customer.

 

Build quality on the Z13 I have is poor. I had to take it apart and re-assemble it to make the the plastics align.

 

I cracked two LCDs on my VPC-Z - Full HD ones...

Both occasions were very small falls so I would assume the culprit was the large battery that probably contributed to the forces of impact.

Interesting enough, my VGN-Z had more falls which were more severe, and survived intact...

 

My Z has been stepped on, had a pile of books dropped on it, been punched on, and suffered a 30cm drop. Still in one piece though, but I don't expect it to last if it continues that way

 

I babied my Z117GG to death (not even a scratch on it) and the screen still malfunctioned...luckily Sony replaced it for free under warranty.

 

I'd say don't trust him. Sony support is the worst I've ever experienced (vs Dell, Lenovo/IBM, Compaq) and the Z is undoubtedly a fragile machine. Great when it's working, but far too flimsy, especially the screen. The only positive experience I've had is with a local tech who came to my house, but even he ended up accidentally having the keyboard connector snap off in the motherboard, resulting in a two-month visit to the San Diego depot, where support was phenomenally crappy and unresponsive.

 

The chassis is very well built. I'm comfortable holding it one handed without fearing of any flex. However, the screen is weak sauce, there's no denying of that fact.

 

There's nothing wrong with the build quality of the Z. In fact, I'd say it's probably got among the lowest level of initial defects of any notebook computer made today, Apple included. Despite a few complaints surfacing on this thread, if you read through the major Z threads on NBR, you'll find virtually no complaints about build quality. I think some are confusing durability with build quality. The Z is not particularly durable, by design. Just why Sony did not design it to be more durable (say, to have a spill-resistant keyboard, or heavier gauge aluminum or allow backing the screen), I don't have a clue, but they surely could have, so it was likely part cost, part weight that went into the relatively "fragile" design. That's not to say it's poorly designed or built. The base is made of a solid ingot of aluminum that has Zero flex. But this is not a computer to take into "hostile" environments, nor one to leave vulnerable around children (and their food!). It has not been designed or tested for any mil spec like some of the high end business class machines have. It needs to be treated more like the kind of possession you own that is valuable and best treated with care, like a fine watch, for example. (Think Patek Phillipe more than Breitling, if you're into fine watches )

The best testament to how well made these are is the large number of Z "veterans" on the "new Z speculation" thread here who are leaning strongly in favor of upgrading their present Z1 vs. buying the new Z2. And most of them have paid $3K and up; they can afford to buy a new one!

Finally, the word "support" appears in the title of this thread. Fortunately I have as yet had no experience at all with Sony support, but I have read many, many complaints on these threads. Then again, on surveys it usually comes out around average, or a bit better. Still, you're best off taking good care of your Z and not needing to have it serviced - by Sony or anyone else. Truth is, the people who are the real Z enthusiasts do their own repairs.

Sorry if this was long and rambling, but I think it does tell the truth about the question initially posed on this thread. Hope it helps someone.

 

I went to support because my screen kept turning off. They told me to install this small .exe off their website and told me it should work. Next day the problem was still there. To keep it short, it seems as if their support do not know a lot and would say or do anything just to run around the bush. The problem was solved by member from this forum. I hate sony support, but I love the vaio z. If there was a computer that was compact, has a high res screen, user upgradable SSD, and a large keyboard size that lights up I would be all over it.

 

I truly believe your sentiments match many of ours who love our Z's and refuse to give them up knowing they are somewhat fragile and that Sony support can be rather, well, un-supportive! It does sound though like you may have needed to ask for a higher level tech than you got. Too often at these off-shore call centers they try to restrict your access to what they call things like "level 2 techs" so you have to be assertive and virtually insist that you get a higher level tech, or just hang up (say goodbye if you want to!) and redial and try with a different agent. I have heard the level 2 techs can be quite knowledgeable and helpful. Meanwhile, handle that jewel of a computer with TLC and hopefully it won't need servicing.

 

TLC? What does that mean?

 

My personal experience is that my 2 brand new Sony Zs failed after a relatively short time despite being handled as gently as is practicable and I cannot attribute either failure to an accident or an abuse. (A cracked LCD after 7 months in one case and an SSD failure after 4 months in the second case). I know it is anecdotal, but after owning many laptops in the last 10+ years, I have uneasy feelings that the Sony Z is not very durable.

My main problem with Sony is their service. More than 4 weeks to repair an LCD screen (actually I am not sure how long it would have taken, since they gave me a new machine due to lack of an ETA on the part) and now an estimated 4-5 weeks to replace an SSD(!). The only bright spot is the attitude of the manager at the SonyStyle store (where I broght my machine for repair) that gave me a new machine in the first case and was very forthcoming in the second case (I think he was willing to give me a new machine but they have no Zs in stock any longer).

 

Tender Loving Care

 

The first-hand stories I've heard about Sony's maxed-out warrenty option have been very positive.

 

Well there's no problem with the build quality on the Z for the most part IMO, it's just the screen that gets annoying time and time again. I just hate reading posts here on NBR about people having their Z's screen cracked, littered with dead pixels, or anything else of that nature. The "flex" argument doesn't really work since it's the screen flex that causes the Z's screen to be doomed. Any impact that will destroy a strong screen (i.e. Macbook Pro) will destroy the Z's screen anyway. It's like saying tanks should be built out of carbon fibre......