Sony giving me brand new Z instead of warranty repair

So after dropping my machine off at the Sony Style store for warranty repair on Dec 11, 2010, after 1 1/2 months of waiting impatiently, Sony has finally given approval to replace my old Z1290X with a new model of comparable specs though I am told that with enough griping about being computerless for a month and a half, I an extract a few upgrades for the huge inconvenience. Top on my list are a BD-ROM drive and 512GbSSD.

Has anyone else had this happen? I was told by the store, that Sony is doing this to hep clear a huge backlogs of warranty repairs.

Has anyone else had this happen?

 

It happened to me as well, although my upgrade allowed me to go from VGN-Z690NAX to VPC-Z13. What you can get depends on what the warehouse has in stock.

Out of curiosity, what was wrong with your laptop? Mine had in non-responsive trackpad.

 

same happened to min. Trackpad stopped working, then keyboard stopped working, hinges on both sides became really lose, and the optical drive wouldn't eject properly. It probably got kinked from holding it underneath with only one hand.

thing is, for me, I def want AT LEAST what I started with aka Core i7, and 1920x1080 screen. And on the plus side, i probably get to keep my ext life battery and get another one for free.

thing about the Z1390x', is all the Core i7's are CTO 'cept the signature models. i'm a push hard for 512ssd (from 256) and BD-ROM (from DVD-ROM). It's like negotiating for a car, always soem give and take.

 

oh and btw, the physical condition of my unit was MINT. never dropped, never had anything spilled. i used it for like 12 hours a day usually on the move.

 

I think you can get it if you push for it, but it is all about availability. I lost WWAN and CF trim on my upgrade, but I was so excited to be getting my laptop back and to be moving up a product generation that I didn't give too much hassle. Its a shame to hear that the trackpad is still susceptible to issues in the new model. Although I'd guess its a rare issue since I don't see it much on the forums... it is only really discussed on older models.

When talking to them ask about warranty for the new machine. I forgot to do so, and have no idea if I'm only covered for 90 days or if I get a new warranty to go with the machine.

 

You should almost certainly be entitled to a new warranty and the paperwork should have come with the new laptop including the instructions to register it on Sony's website.

 

Yup read the paperwork. You get a 90day warranty or the remainder of your original warranty.. which ever is longer. In my case that's the 90 day warranty (more like 70 days as of today) as my original warranty ended summer of last year.

 

Well, went into the Sony Style retail stores. They're first offer was to CTO me a comparable Z1390X. And that if I wanted any upgrades such as Blu-Ray of 512SSD, i'd be responsible for upgrade cost. My goal/strategy was to get them to participate on choice upgrades.

At first the manager felt as I was being upgrateful since they were offering me a BRAND NEW CTO machine that's FASTER than the older Z1290X

I countered by suggesting (in a very diplomatic way) that 6 weeks is a VERY long time away and that corporate goodwill gestures often strengthen customer/biz bond.

They had this weird is that the store mananager had very little power to discount the unit once it hit $3,000. Thus he offered me a free Blu-Ray (or i pay half, i forget, but def no Core i7 upgrade since that would have pushed it to over $3,000'

Jeez guy's i'd settle for just an upgrade from 256-512GB SSD

 

DOES SOMEONE?ANYONE HAVE any higher level contacts that would be able to help mediate this situation?

Honestly, i'd rather take a refurb 1290x due to the specs PLEASE HELP

 

I think you are expecting a little bit too much. It seems that you bargain a lot with them, but honestly, do you know how much the premium for the 512GB / BD-RE drive is? Do you think they will make you that as a gift? They give you a brand new CTO machine rather than a comparable used 1290x (your unit wasn't used at all, was it?) one. Better try to get your money back and go for a refurb with 512GB - you might be more lucky with that.

But a >$1k upgrade for 1,5 months without computer is a bit much. If this would be fair, a 3000$ machine had to lose its value in 4,5 months.

 

I agree, asking for $1500 worth of free as a goodwill gesture is a bit much, even for 2 months. Instead i'm aiming for a refurb instead of a brand new for the value. I paid about $2569.99 before taxes. Sony is offering refurbs with BD and 512 for $3500. I was hoping to meet them in the middle.

 

duplicate post

 

Well, after multiple hours on the phone, they're not deviating from plan. CTO Z1390X, equal or comparable value. Any upgrades I pay for. No good will upgrades.

 

Can you get cash value for what an equally equipped CTO Z13 would be?

 

They're essentially offering me something of equal or greater value. Since I never kept track of the promotions and upgrades, it's hard to price it out on an equal basis.

For example, on my Z12, they were offering the full 1920x1080screen free Later on they started charging $100 for it. Also, they were always playing around with the price of the SSD and RAM.

 

I went from a $1,800 VGN Z820G/B
to an exchange for a
VPC Z12GGX/X
i7
2 SSD 512
4GB Ram
CD/DVD/BD

A "SIGNIFICANT" upgrade.

They wanted to only give me a 90 day on my VPC Z12GGX/X. I explained that my warranty on my VGN Z820G/B was good until end of 2011 and that I should get atleast that but I thought that a full one year was fair for all my time without a laptop while they tried to repair it.

After alot griping and 1 hour worth of phone calls. I GOT A FULL ONE YEAR.

So, basically. Fight about, explain how unfair it is to own something that spends more time at Sony and that just replacing the unit is not enough.

It worked for me.

Keep talking to someone and ask for your call to be "elevated".

I believe so and that is why I fought for it.

If you tell of what a nightmare experience it has been but still support sony. They will listen.

The higher level on contacts is: like I mentioned above. Get on the phone. Ask for what you want. If they say that is all they can do. Then ask for the call to be escalated.

Worked for me. Be prepared to be on the phone and just tell about the grief of the whole experience and how unfair it has been.

Tell that you feel you are being "reasonable" in asking for something as basic as a one year warranty.

 

Dude, you are the MAN!!!! I'm offering you $100 PayPal'ed if you can do that for me, thats a serious ofer