VAIO SZ Spacebar Issue: New Information [None of it Good]

I started a new thread because I felt this information might be useful and important to anyone with an SZ computer who has experienced the 'spacebar' problem [which is likely most of us].

It is likely that anyone not currently plagued by this problem is simply lucky in that their typing technique naturally hits the spacebar in the middle.

Let me say that I have tried the 'tape-on-the-underside' of the key trick and it really doesn't work for me.

First, this is a known issue at Sony and it affects every SZ computer to one degree or another. The problem is listed in their knowledge database as: [Knowledge Article - C420772. "The spacebar on the keyboard only works when pressed directly in the center."]

This Knowledge Article instructs owners [in the U.S.] to contact Sony Tech Support at 1-888-476-6972.

Second, when you call this number you will have to go through three levels of support to get to anyone who knows anything about this issue. The first two levels do not even have the issue in their knowledge base so you will have to give the Article number listed above [C420772] to them so that they can find it.

But – and it's a pretty big 'but'; when you do get to a tech who knows what they are talking about the official Sony position is, "We know there is a design flaw and we are working to correct it but there is no solution at this time. Any SZ owner who wishes to do so can send their notebooks in to have the keyboard replaced in the hopes that the new one will exhibit the problem to a lesser extent but the problem will still remain. When a solution has been officially released by Sony we will try to contact SZ owners who have called in and registered and inform them of the solution."

So, to sum up: [1] The 'spacebar' problem is a known design flaw at Sony, [2] All SZ notebooks are affected by this design flaw, [3] there is currently no solution to this problem, [4] Sony's official stance on this issue is just to live with it if and until they decide to fix the problem.

Cheers and good luck.

 

well that's just prime.

 

I guess most laptops have some flaw; if its not the mere 64 MB shared memory in the Apple Macbook its the overheating in the Macbook Pros and the mooing and whining in the; hey, why am I talking about Macs here? Guess I really want one but without the unnecessary shortcommings and flaws. Maybe just my 2 cents that things could be a lot worse with the SZ. So I'll keep waiting.

 

Does this spacebar problem happen on any other Sony Models, such as the FE series? If it doesn't, why can't Sony work out how to fix the problem? Also, do all new SZ's still have the spacebar problem?

 

For a coincidence i called sony italian assistance this morning (a NOT FREE number).
A tech responded immediately: he was informed of the issue about the space key. He told me i have to send the notebook in assistance and they would fix it in 5 working days. he invited me not to fix by myself

 

The spacebar issue has been discussed to death on this forum and a simple fix is already available -- not from Sony. Does it really matter whether Sony recognizes this problem or not when such a fix is available? Even if Sony is willing to fix it, I personally think it's a waste of time and money to ship your entire laptop to Sony, while you can fix it yourself within a few minutes. It's not that hard to do.

Why is it that the majority of us, including myself, have successfully fixed this issue while you're having trouble with it? You said yourself that "All SZ notebooks are affected by this design flaw," so wouldn't it be correct to assume that we all have the same type of spacebar and the design of our keyboards is essentially equal?

You should try it again some time. See http://forum.notebookreview.com/showthread.php?t=57924 .

 

Oy, fan bois...

First, you may consider a piece of rolled-up Post-It-Note glued to the underside of the key on a $3,000 laptop to be a "fix" but I do not. I guess I am just a bit more discriminating and I would expect that Sony would be, should be forced to correct the design flaw.

Second, the "fix" that you point to didn't work for me, not to mention that it raises the spacebar key visibly above the rest of the keyboard, can rub against the lid when closed, and reduces both the feel and travel of the key itself.

Third, I didn't say that all SZ notebooks have this problem; Sony said this. I was simply passing on what they told me. Also, my posting of the knowledge base article number and the tech support phone number were in fact new information regardless of whether or not you personally found such information to be useful.

Which leads me to this question: If you didn't find the information in my post useful then why not just pass it by rather than to criticize me for not accepting the temporary-at-best Post-It-Note jury-rig "fix"?

Finally, I would also be willing to bet real money that many among the "majority" to which you refer are in reality not all that happy with your "fix", that for many it really doesn't solve the problem, and many were in fact glad to hear that Sony has officially recognized the problem and is working on a permanent solution to this very real design flaw.

 

http://forum.notebookreview.com/showthread.php?t=60261

You might find that thread of interest.

It appears they are either lying to me or you.

I would guess its me. Since the dates they gave were extremely conveniant, in that it avoided akward questions I put to them.

In any case, mine is going back in to resolve the new issue. I.E. the spacebar touches the screen and has put a big smudge accross the center.

I have zero confidence left in Sony now. Over two months of chasing them and they still can't get it right. What happeneds if anything else breaks?

 

Well, to get a bit more into it, the second level support guy told me to send the laptop in and they would fix it. I then asked him just what the solution was, and if the solution was just a redesign of the key or keyboard could they just send me the part to install myself as I was a tech manager and didn't want to be without my laptop for a couple of weeks.

He didn't know the answer so he transferred me to a third level tech who assured me that he wasn't reading from a script, was actually a tech, and he told me that there was as of yet no real fix [but assured me Sony was working on one], just the hope that a replacement keyboard might lessen the problem to some degree.

He then "confided" to me that it would be pointless to send the laptop in [though I could if I wanted to] as there was no real solution to the problem yet.

In other words you have to push to get passed the first couple of script-reading tech levels to get to someone willing to 'fess up and admit that there is no solution yet.

 

What leads you to assume that I'm a fanboy? I haven't blindly defended Sony in any of my posts and I'm not defending them right now either. I'm simply stating my opinion that you should give the fix another try before dismissing it, because many people have gotten it to work. And I agree with Sony that we all have the same keyboards, since no one has proven me otherwise.

The simplicity of the fix on such a costly notebook shouldn't have any influence on it being inferior to you. As long as it works, I personally could care less. I agree that Sony should fix the problem, but wishful thinking and complaining about it generally won't do any good unless you have massive amounts of people and press coverage agreeing with you. I honestly believe Sony won't do anything about it, regardless of what they say. The SZ has been out for a while now and it's old technology to them.

As I've said before, give it another try. Sony said themselves that they don't have a solution for it yet, so what other option do you have other than complaining?

Use a different material and vary the amount; test different positions. My spacebar is slightly raised too but not enough that it touches the screen. Also I don't experience any lack of "feel" or "travel" of the key.

Well, I was going to let this thread die, but when you said that you couldn't get the fix to work, I just had to encourage you to give it another try. Although it's really none of my business, it pains me to know that your spacebar isn't working correctly.

I'm not the betting type, but I do believe that the majority are satisfied with the fix. And the response Sony had given you basically says, "We know the problem exisits and we're working on it. We'll contact you when a solution is available." which is the canned response any company would give when there's a problem with their product and should be obvious to everyone.

 

I would normally just let this go but since I have been blessed on this warn Fourth of July holiday with a bad cold and fever, and find myself stuck in bed and climbing the walls, I will respond.

Well of course, I agree with this part. It's likely even money at best as to whether or not Sony will actually fix the issue, but it might be helpful for others to know once and for all that Sony has officially recognized the problem across the entire SZ line.

This way, people can make a more informed decision as to whether or not to return the computer, or whether or not to buy it in the first place. They no longer have to worry about whether or not their problem is just a sample variation that might be solved by a repair or having the note book serviced.

As for myself, I still feel that the strengths of this computer outweigh the weaknesses [at least for now] but I have always felt that more information is always better than less information.

 

They've told me the exact opposite.

I have it in writing from a supervisor that the issue was resolved 16/06/06.

However, having got my machine back after waiting over two months, the fix is less then satisfactory.

It has affected the travel and feel of the space bar. You feel the click of the key being pressed before it registers. Not what you want when you touch type. Also it still doesn't register 100% of the time.

But the most important issue I now have is the key is raised and has left a big smudge in the center of my screen.

Its going back again for them to have another pop. But to say I that i'm displeased with the level of service they have provided would be an understatement.

I would strongly advise anyone who purchases a vaio (atleast in the UK, not sure what its like in other countries) to do so on their credit card. As atleast you'll have another avenue for redress.

 

I completely understand all the frustration some of you guys have from the spacebar problem, which makes you demand 100% quality for your money. I was there too. But please just try to use a common sense instead of wasting your time fighting with SONY to get it repair. I don't want to say that SONY did not make a mistake in spacebar design. They did!!! Also I agree that it's our right to get it repaired. But this is the real world. Sometimes the best solution is just the most effective one, not the one you have a right for as a customer, which I really hate to admit!!!

5to1: I'm really sorry about the smudge on your screen. when I was fixing my spacebar I adjusted the thickness of layers several times to get the golden one. Not too high (from profile) not too low. I've used thin transparent office tape instead of post it paper and end up with 5 or 7 layers if I remember correctly.

 

You won't waste money on sending a laptop in for fixing since it's under warranty. I had the same problem, and they overnighted a box with a label for me to send it back. They replaced they keyboard, and it worked wonderfully. So if you don't want to go through this, then calling customer service would be a way to go.