Vaio Pro warranty is a con - key popped out the keyboard

Hi guys, sorry to rant but I'm really annoyed with Sony. They claim I'm not under warrenty after a key fell off the keyboard.

I bought a top of the range sony vaio pro 13 a few months ago on the UK sony store, and used it around twice a week at home on a desk, and suddenly the letter S popped out. I called tech support who told me to send it in for diagnosis and if it's under warrenty then no problem they will fix. but when they did not call me back over 1 week later, I called them they said my laptop is now out of warrenty due to 'physical damage' and so will cost me £180+ to repair plus vat. I'm fuming as now they won't even send me back my laptop until I at least send them £60+ vat for the diagnosis... What diagnosis??? the blimmin key fell off because it's a thin flimsy built machine -simple. and they even have the key as I attached it for them. It's NOT physical damage, I never dropped it, always used on a desk, and I type very little. I asked to speak to a manager, and he said the same, I tried arguing that it's a clear manufacturer defect and the product is not fit for purpose, but they just say someone will call you back. I keep getting the same call on my voicemail telling me sorry it's out of warranty you need to pay £180+vat. It's now been 3 weeks without my laptop and I'm so angry I don't know what else to do. I feel Sony is blackmailing me.

If anyone has a similar story or have an idea on how I can either get it fixed under warranty (when I bought the sony I expected dell service and dell warranty level, what a joke). Any comments would be appreciated. Thanks.

 

Unfortunately this has been Sony policy for over 15 years. They consider any keyboard damage, specially with keys as customer induced damage.

You will just have to bite the bullet on this and get your pro back.

this comes from a similar experience to you over the years.

 

Ouch! This info should be in a sticky. My local laptop repair guy would have popped the keytop back in for free.

 

That is messed up!! This needs to be expose.

 

You have a lawsuit case here. If it is like you say it is they have the phone call on records and they probably have the record why you called. Its also quite easy to identify how the key popped out, either by you applying force or by poor quality.

I had the similar case against Gigabyte when my plastic slot in USB port came out due to poor plastics. First they refused to send me the replacement claiming physical damage. Well I claimed poor quality on court and case was closed.

 

Yeah... unfortunately VAIO Service is about 10000x times worse than Dell service. Anything they can pin on you, they will. You could try to press this, but only if you can afford to be without the machine for an extended period of time. I've pressed it a couple of times before, but I only got my way after I lawyer'd up and wound things up... and I doubt many people have my resources. That left a bad enough taste in my mouth not to buy anymore Z-like machines.

I bought my last VAIOs in the full knowledge that if anything goes wrong that's not 100% easily a warranty issue, I'm not covered. Fortunately the Duos seems to be pretty well screwed together at least.

 

Well, with this kind of attitude, maybe their quitting the laptop business is a good thing. Glad we have this forum - I value the support I have received from fellow members of this forum far above anything Sony offers. Thank you, NBR. :thumbsup:

 

Generally speaking Sony Service has always been terrible for me. I know there used to be even internal jokes for it. The reason I used to be a religiously VAIO buyer is that I never needed service for stuff which wasn't obviously a drop/etc issue, although I knew that if it ever needed service it would be like having my teeth pulled with a jackhammer. That all changed around 6 years ago when it seemed like every machine I was buying from them needed to be taken in. Touch wood, no issues for any of my Duos yet.

 

I'm glad I got a bargain on my Vaio Pro 11 then. I already opened it up, so technically voided warranty but they'd never know, no stickers or anything. But I figured I'd take my chances as well. I guess it's good to know this but unfortunate for OP. I owned a Sony laptop in 2000, and lasted 7 years. Bought another but promptly returned it because they wouldn't allow installation of component drivers from the manufacturer, only from Sony which sucked because drivers were already 9 months old when I bought the darn thing. Told myself I'd never buy another Sony. I guess this time around it's with full knowledge if it dies, it's dead. Plus with Sony selling of Vaio who knows what kind of treatment you'd get.

 

As usual, Vogelbund has it nailed. Sony has long been notorious for the kind of BS they gave you about the key pop. They are legendary for doing anything they can do get out of their warranty responsibility and their favorite excuse is "owner abuse."

I too have never had a problem with a Sony Z (the only Vaios I have owned) and have always assumed I would be out of luck for wtty service if I did. Probably a moot point by now with the change of ownership, but I always recommend a third party warranty for any Sony Vaio purchase.

Best advice: stay away from the brand until the new owners solidify their business plan and reputability.

 

Well just to let you all know, many months on, I wish I just paid up while Skny had my laptop for weeks on end arguing... I cant get a replacement keyboard now anywhere, and no fix it shop will fix my popped out letter S on the keyboard as this model is just too flimsy and thin. Having to carry a small Bluetooth keyboard with me when I take this laptop out (So much for being the lightest and most powerful 13 inch laptop in the world LOL).

Anyway, as much as I hate the Sony support I got, I still somehow love this stupid ultra book even with no letter S lol. As far as I know, even 1 year on, this is still the fastest most powerful, good monitor and lightest 13 inch laptop unless anyone else seen a better ultra book now that ticks all the boxes? Eg lightness, speed, good hd touchscreen...

 

lol, so it was the same for me. actually lost the T and E key well. and the S key will say a goodbye soon. yep it's still an amazing ultrabook, but c'mon this is clearly a quality error. having the UK version too, so i'm really understand your feelings here : https://www.ifixit.com/Answers/View/192625/How+to+replace+keyboard