Sony decides to pay me $1058 for my Z.

Hi, everyone.

I need an advice on my situation.

I have a Sony Z-520NB that I bought on August, 2008 for $1850. I also bought 3 year warranty with ADH coverage for $340.

Now, here's the deal. My laptop's keyboard's has been messed up, so I called them for repair. They initially offered me Sony S series for a replacement, which I found unacceptable. It doesn't have Hybrid Graphic, form factor is larger, and it's not built with carbon fibre encasement.

So I told them it's unacceptable, and I need a comparable model, and Sony's service center (I think it's 3rd party. Its name is Service Net) decides to pay me $1058 to finish the contract term.

Are they allowed to do that? I mean I did pay almost $2200 2.5 years ago. Can they just offer me $1058 and say it's over? Aren't they contractually obligated to offer me something comparable?

I'm just not sure if this is a fair settlement on my part, and I would appreciate your advices.

Thank you.
Ruben

 

Insurance payout is generally for it's current value, not what you bought it for. A laptop you paid $2200 for 2.5 years ago is not worth close to that today. I have an Asus that cost $2000 2.5 years ago. I'll be lucky to get $200 for it today. Considering that better equip models of the VGN-Z sell on ebay for $500-$600, $1058 seems more than fair.

See if they would be willing to let you keep the machine and get the $1058. If so, you can replace the keyboard yourself for about $60. You'd come out $1000 ahead. Which is almost enough to buy a new Z when it goes on sale at Microsoft.

 

If you have a SonyStyle (with Backstage section) store close to you, just bring your VAIO Z to them & drop it off to be sent to a service depot for repair. I'm very sure you'll be able to get the messed up keyboard replaced by Sony. However, if going this route, be prepared to be without your notebook for about 4-5 weeks & have your notebook acquire some nicely designed scratches from the technician.

Good luck.

 

Hey guys, Thank you for your opinions.

@travfar, Could you point me where in ebay they are selling vgn-z for $500-$600? I can't seem to find it. I only see $1500+ ones.

@SpeedwithJJ, my warranty includes Onsite repair. I think it would be unfair for me to send it out.

 

Sure. You can also set up the onsite warranty service (as stated in your warranty contract) at your local SonyStyle (with Backstage section) store.

Good luck.

 

A few people here have reported that they either 1) got their entire laptop's purchase value back or 2) got a new VPC-Z (refurb) when Sony could not fulfill their warranty. I'd probably push for either of the two (I'd personally skim through the Sony outlet and look for a replacement)

 

Search for "vgn-z" and you'll see 12 active auctions. To get an idea of what they will close at, click "completed listings".

Here's a Z650 that closed for $350.
Sony VAIO VGN-Z650 | eBay

Here's a Z550 with badish display for $380
Sony Vaio VGN-Z550N Core 2 Duo 2.4ghz, 3GB RAM, 250 HD | eBay

Here's a Z590 for $500.
Sony VAIO VGN-Z590 | eBay

 

Nice. Given that's the case, if I'm the OP, I will strongly push for Sony to give me back the full purchase amount & will not back down until they do so.

Good luck.

 

If this is true, maybe I should have gone for the ADH.

Op, I agree that what they did for you is more than fair though considering devaluation(old model) and wear-and-tear. If you do get full price or a new Z though, I'd be very impressed.

Cash is king though and you can pick whatever you want.

 

For Sony to give him a new Z would probably cost them less than $1058.

 

A new Z costs $1500 last I checked but if they're 1k or less now, then that's a good deal.

Op can buy that with the cash he's given and get spare change.

 

That's what it cost you. That's not what it costs Sony. They don't get the full $1500 by selling it at retail. They get a far smaller percentage. If it costs them more than $750 to make it, I'd be shocked. The company I worked at that made consumer electronics, our BOM was about 30% of the retail price. So Sony handing out a Z is cheaper for them than handing out $1058.

 

I see what you're saying but on the profit side of things, they would do better to sell that laptop than use it in a warranty claim.

 

@Achusaysblessyou, That's what I keep hearing. I'll push hard to get them. And according to their warranty term specified by my Sony correspondent "Your warranty only covers up to the retail paid for your unit. This coverage is for repair services. Once a service cost exceed that value, the claim is sent for resolution, for replacement/ reimbursement. By the terms of the warranty, replacement units have to be comparable, or better. Unfortunately we have no replacement units we can offer. So the cash settlement has to be offered. The warranty covers cash settlements for the current market value of your unit, or for a unit that is comparable in features."

I think this pretty much says it. They have to provide me with a replacement that is comparable or better. If they can't, they have to give me a cash settlement for the current market value of your unit (which is not available in the current market. Ebay cannot constitute a regular retail market) or for a unit that is comparable in features (which means another Z).

@Travfar: Thank you for taking the time to search for and link them. The only problem I have is that those are used. And there is no way I will get a used laptop with my warranty. People do not buy warranty to get a used replacement, and it is very hard for me to buy a new or even refurbished Z series with $1058 in this market. Sony just throwing me some cash and letting me handle the rest is very irresponsible.

@SPEEDwithJJ, thanks man. I think I can get it. I'll try hard.

@targgart: I politely disagree that they did more than their share. The reason why people buy warranty (BTW warranty does not equal insurance. They are very different policy-wise and definition-wise) , so that in that valid time period, no matter how long I have used the product, if it breaks and it's coverable by warranty term, I can get a comparable model to the one I'm using. If depreciation applies to warranty claims, people will never buy long-term warranty because 1) companies will simply say there's no replacement and pay the cash settlement after depreciation which will normally be much less than the retail cost of the comparable model.

I bought 3 year warranty so that I can get even when there's only one day left until my 3 year expires, I can get another Z or something comparable that is not "USED." Sony has all the responsibilities to get it for me. If they can't, then they have to pay me enough so that I can go out and buy a comparable model that is not "USED" from a reputable retailer not by some random seller in ebay.Refurbished is fine as well since it was checked by Sony itself.

But with the cash that they are offering me, I cannot find a new or refurbished Z series by a reputable seller easily. Ebay won't cut it. I'm not going to buy a used laptop when I still have a perfectly working warranty.

So all in all, I still have to fight I guess. Thanks ofor your advices!

 

Please kindly post back when you've eventually settle your warranty case. Hopefully, Sony will give you back the full purchase amount.

Good luck.

 

Well said, OP. Got mixed up with the terminologies. Hope you get what you want.

 

So here's the update.

Let me tell you I'm disappointed at Sony's warranty term. I don't know if other electronic or laptop company's warranty terms are like this, but if it is, this is very disappointing.

So I talked with Sony, and apparently Sony's warranty only covers upto repairs cost upto purchase price of the laptop.

Which means,

If I bought $1000 laptop and hypothetically each repair costs $300.

I can only get it repaired 3 times no matter how long my warranty term is. After 3 times, since I only have $100 left and the repair cost is $300, they'll offer $100 to buy you out. So even if I bought 3 year warranty, and these unfortunate events happen in the first year, warranty ends then.

Well I'm disappointed at Sony. I think for a warranty policy there will always be cases where Sony will pay more to repair and Sony pays nothing for repair, and all those cases in between. But it looks like Sony is trying to benefit by capping the max amount to limit their loss. Very similar to American health insurance companies.

In other countries, this would created big problem. SIgh sigh sigh.

Well this is the update. So next time you buy a product either from Sony or any other manufacturers, make sure to read the warranty term!

 

Hmm I think that's true... for all manufacturers? You have to read the terms... but that sounds about right. It's like if you buy an ADH warranty, you can only get 1 replacement... even if you buy a 10 year one... if you drop it the next day, you get a new laptop and no more ADH warranty.

 

Of course, Sony's extended warranty is similar to those American health insurance companies that you're referring to simply because these Sony extended warranties (if bought & use in/for the US market) are administered by a 3rd party company called Service Net.

I know that it s**ks, but at least now you know the "real" reason why Sony do not handle their own extended warranties like some other companies do.

This is partly why I have been saying in a few other threads that I humbly think that Sony makes excellent products, but you just have to hope & pray hard that those Sony products you owned last a very, very , very long time without ever needing to be send to them for repair services.

If you want notebooks that will be serviced again & again (countless times & no total warranty cost cap) for genuine problems during the warranty (or extended warranty if purchased together) & if more than 3 repairs for the exact same problem failed to cure the issue which leads to the manufacturer giving you a new or refurbished latest "comparable" model, then I'll humbly suggest going with Dell or Apple. Those companies do "stand by" their products. Good luck.

By the way, what is your eventual decision? Did you accept the $1,058 being offered & move on with another notebook?

 

That sounds incredible! Are they saying that if the PC with a two-year warranty develops, for example, 3 faults in the first year and needs to be repaired three times, the total cost equaling the price of the PC, they would refuse to fix it if it fails again within the two-year period? That can't be right! That is surely not a two-year warranty.

Even if it's in the small print, I would still argue that what they are saying is contrary to the principles of a warranty, and they should honor the principles of the warranty. It sounds like if they provide equipment that is particularly faulty, they can use this clause to get out of fixing it.

Did you buy the warranty from Sony? If so, I would recommend escalating the problem to someone more senior in Sony, and ask how it can be considered a warranty if they are refusing to fix/replace the PC within the warranty period.

 

The following is the link of the coverage for the Sony extended warranties:

https://www.sonystyle.com/webapp/wc..._cond&catalogId=10551&storeId=10151&langId=-1

Note the following, quoted from the above link:

IMHO, the last sentence basically is a " winner" from Sony, no matter how you look at it.

 

Toshiba's laptop warranty doesn't have a "repair cap". However, they don't have a "No Lemon" policy; they'll just keep repairing the problem.

HOWEVER, on the Toshiba ADH policy, it is the same as what you said. They will replace one unit, then the ADH is fulfilled.

Sorry to hear about SONY's crap warranty. Actually, the money you got back sounds pretty similar to the warranty SquareTrade offers.

 

=O You from UW? I'm studying at Ode right now.

 

lol ! Ya 2009 Grad! Biochem!

The memories I had in Odegard. Actually it's loud there. I always studied in Allen/Suzzallo library; except when doing study groups

 

Ah.... your machine is used too, isn't it? The point of those links was to show you how much your machine is worth. That is $500-$600. So Sony offering you $1058 is about twice the going market price. As I said earlier, insurance coverage is generally for replacement value, not what you paid. For example, if crashed your car, the insurance company has the option to fix it or total it and pay you the market value. If it cost more to fix it than total it, they will total it and pay you the current market value, not what you paid. In light of that, I think Sony's offer is more than fair.

 

Keep in mind that other than Apple, almost every company, at best, breaks even once a single repair has been performed. The margins just aren't there.

If you think this stinks, take a look at service contracts for servers or even what many small offices spend on repairs.

 

I agree that Sony product is good, but they also do charge premium for their

products. They may be built well, but they do break as well, and in which

case you have that crappy warranty term to abide by. So sad.

I'm considering getting the cash settlement. I could get onsite repair, but they said they could charge upto $700 for that repair, which nets me $358 for my next repair. Not worth it.

Unfortunately, that's what they are saying. When I talked to Service Net people, they say people "expect" what you are saying, but that's not what the term says.

In this country, even the definition of warranty is getting twisted.

Exactly.

Travfar, I do not understand why you equate WARRANTY POLICY to INSURANCE POLICY. THEY ARE TWO DIFFERENT ANIMALS. ORANGE AND APPLE. They may look similar because of what they do, but when it comes to their policies and their definion, they are completely different. Please read what I wrote in the previous page.

Leslieann. They may break even if there's one repair, but trust me, there are a lot of cases where they don't even do a single repair. Why do you think many electronic products have their "standard" warranty period? Because during that period, they are confident 90%, 95% or whatever percentage that it will not break. They can simply do an actuarial analysis to see what cost they can charge to cover the expense for some ridiculous amounts of repair, no repair, and everything in between, and cost accordingly. This is where actuarial science is handy. Many manufacturers use this, and if you go to any other countries, they usually do not have this cap, because it simply means the company is trying to benefit by capping the upcost and benefit from all those downcosts. Simply unfair.

 

Sorry to hear about that. Sounds more like insurance to me than warranty. Now that everything is laid out in writing, now I know I'm better off without the ADH. I have a bad feeling the Fry's performance warranty I got for my tv has the same conditions on it should it(knock on wood) break down.

Hope you find a worthy replacement.

 

I agree with taggart - it sounds like what they provide is a form of insurance but they call it a "warranty". That's not the case in Europe - from what I can see, there's no financial limit on the warranty.

Have they told you exactly how they came up with the figure of $1058? Have you already made a repair claim, and was it against the extended warranty or the original warranty? Of course, everything is weighed in their favour. They could say "fixing the previous fault cost us $1000 so you only have $1000 left" even if it's some minor repair that could have been fixed for a $100 and you have no way to argue!

Anyway, perhaps you can get them to increase this amount a bit, and use the money to buy something like a refurbished VPC-Z.

 

Well, apparently, most of the ADH warranty is like an insurance. For example, for squaretrade, it's the same deal. The warranty automatically terminates as soon as your repair cost goes beyond the purchase price or you get one replacement. Then, you have to buy a warranty.

I think only Dell has an ADH warranty that constantly covers its product, but I'm not so sure about it.

They keep eluding the question, and at this point, they can say whatever they want to say about the previous repair cost, and there's nothing that I can say.


Well, here's a lesson though.

You want to have your unit in possession in this kind of cash settlement deal. I talked to the supervisor in Service Net, and according to her, if I have the unit in my hand, they'll simply send the cash (or check) and I get to keep the laptop. However, if they have the laptop in their possession for check up or for repair cost estimate, they'll keep the laptop and only send you the hard drive.

SO, try to negotiate hard before sending your laptop in. Once you send it in, you might never see it!

 

What? So IF THEY WILL REPAIR YOU LETS SAY TOUCHPAD FOR THEY SAY 1000$ IN 2.5 YEARS IF LAPTOP WILL BECOME BROKEN ALL THEY WILL PROVIDE WILL BE A HALF OF REPLACEMENT UNIT???? Upper one or bottom one WITH KEYBOARD? Bull crap! Ask them what would they do if they had a replacement unit in this case. Gave you 55% BROKEN PART of new one with 55% used battery?
You paid 500$ additional for that warranty which means that it's cap should increase on 250$ using their stupid rules. 2000$ = laptop = 1 year. 500$/2 = 2 years I think. Or even all 500$. I understand that they will not agree but this is another bat in a hand for negotiating.
But still you may buy used one for 600$ and have repair parts for it if smth happens

 

Why do you think electronic stores push warranties so much.
They make a fortune on it.

 

On my Kingston box is written that they give me lifetime warranty and if I need replace RAM they will send me new for their cost and warranty term will continue. Of course at first I should send mine broken one for mine cost.

 

Have you ever done a Kingston warranty replacement? I have. They don't want anything back. Kingston is super good about warranties. You call them, they send a new one out for life. I'm on the 4th replacement for my laptop bag. It's a lifetime warranty.

 

XFX graphic card company honors similar warranty. Amazing in my opionion and Sony and other manufacturers should learn something from them

 

RAM and GPUs are fairly safe. I don't know but it seems like if the RAM/GPU/PSU doesn't fail within the first month, 99% chance it'll work for the rest of it's life cycle. Correct me if i'm wrong though, so that's a reason they can offer the nice warranties. (or maybe they're just better than Sony in CS)

 

Or to put it bluntly, maybe Sony is just too "cheap" to "truly honor" their warranties!

 

I wouldn't call graphic chips very reliabe

 

In one of the previous posts in this thread, someone mentioned Service Net.

What is this company? Does Sony own it?

 

More info about Service Net is in the following link:

https://www.servicenet.com/

 

I actually have (regrettably) WAY too much experience with getting a Sony Vaio repaired in the US via the On-site warranty. The truth is that the Sony doesn't "charge" any repairs made during the regular 1-year on-site warranty to the extended warranty purchased (I, too, purchased the 3 year on-site extended warranty). My laptop has been repaired, oh...I don't know...something like 10 or 12 times within the first year. None of that was charged against my extended warranty (or they would have tried to buy me out too).

The point? In practice, the extended warranty only takes effect after the OEM standard warranty expires. Essentially, this means that even though it is technically effective immediately, in practice the extended warranty is really a 2 year warranty that begins the day after the standard warranty expires.

 

That makes sense. otherwise it would be stupid to buy extended one.

 

Thanks for the link but it does not answer my question:

Does Sony own Service Net?

If not, then after the first year of warranty, is there any way to get Sony to fix your laptop?

 

No, Sony does not own Service Net. Service Net is a 3rd party company that specializes in extended warranty services.

In the U.S., if you bought that Sony extended warranty, which is administered by Service Net & you needed service, you can call up the Service Net hotline as listed in the warranty contract or you can drop it off for service at the Backstage section of your local SonyStyle store, if you have one near you.

If I'm not wrong, even Sony's own service center here in the U.S. is contracted to a 3rd party company that specializes in computer repair services.

 

Since posting my question I have heard that if you are in the first year of warranty, your computer gets sent to Sony's own repair center in San Diego but that in subsequent years it goes to Louisville. I presume Louisville is Service Net.

I just don't understand why Sony doesn't do their own repairs.

 

additional terms of warranty are 3-rd party's worries and sony wants to sell more parts for big price to everyone. If they will do it on their own they will do it for free and will get only 500$ from a laptop while their base job is to make and sell electronics and part labeled by Sony. I think