Nasim Mansurov

After all the ‘positive’ feedback here, I decided to post some additional notes on the VAIO VGN-TX770P. After using the laptop for about 6 months the following issues came up:
1) The left side of the VAIO keyboard started to get stuck (near the left CTRL & SHIFT buttons). No drinks were spilled on it & no accidental drops.
2) I started seeing the image of the keyboard on the LCD (mirror). This one particularly because of the bad design of the laptop - the soft pads on the sides are not thick enough to prevent the keyboard from touching the screen. I did not clean the monitor so that Sony could actually see the keyboard buttons on the LCD.

I called Sony and tech support asked me to send the laptop to Sony. Since the laptop was purchased less than 6 months ago I didn’t have a problem showing proof of purchase to Sony. They told me that I would receive a shipping box in a couple of days. I waited for a week and didn’t receive anything. I got mad and called Sony back and guess what - the last support technician forgot to get the model number from me, which is why the box was never shipped! I ended up yelling at the guy and he promised me that I would get the box next day. I did get the box next day with instructions on how to package the laptop… I put the laptop into the box and sent it back to Sony repair. After waiting for about a week I called Sony to find out what’s going on with the laptop (I didn’t expect any kind of follow up, of course, duh!). The guy on the line tells me that the keyboard and the LCD need to be replaced for $699. Check out the emails below:

One of our first emails:

From: XXX XXX
Sent: Thursday, February 08, 2007 3:25 PM
To: ‘jonathan.doreau@am.sony.com’
Subject: Regarding Sony Work Order #W5232Z59

Hello, Jonathan,

I am writing in regards to the conversation we had earlier today about the Work Order #W5232259. It’s about a laptop that was “cosmetically damaged” due to poor manufacturing and/or design.

We are asked to pay $699 to fix the LCD screen that broke through normal use and by no fault of ours, in my opinion it should be fixed by Sony at no charge.

You mentioned that you will talk to your manager today and will let me know what decision you came to. I need this issue resolved today, since we need this laptop back ASAP.

Thank you,

XXX XXX

Their response:

From: Doreau, Jonathan [mailto:Jonathan.Doreau@am.sony.com]
Sent: Thursday, February 08, 2007 5:28 PM
To: XXX XXX
Subject: RE: Regarding Sony Work Order #W5232Z59

I had to go to another of my bosses because my Manager was unreachable at the time the only thing we could do is accommodate the price of the repair by 100 dollars according to my supervisor these are phys damages done to the unit and not a manufacturer defect. I would recommend that if you do repair this unit you should buy ADH or accidental warranty a company called Service Net Solutions can provide you with this there number if you need it is 866.374.0134

Sorry I couldn’t be of any more help

Our second email:

From: XXX XXX
Sent: Thursday, February 08, 2007 6:11 PM
To: ‘Doreau, Jonathan’
Subject: RE: Regarding Sony Work Order #W5232Z59

Jonathan,

Thank you for your effort, although I’m afraid that $100 discount from $699 to $599 is nonetheless not acceptable. The laptop was NOT misused or mistreated. It was never dropped, closed with excessive force, or abused in any other way. I understand that you may not be able to help me further in this, although I do want to escalate the case and get a written explanation from Sony legal department explaining why Sony does not cover it’s own faults. You are saying that the warranty does not cover external damage, or the peripherals of the laptop, although this damage was not done by the user, it was done by Sony itself.

I greatly appreciate all of your help.

Sincerely,
XXX XXX

Our third email after no follow up:

From: XXX XXX
Sent: Friday, February 09, 2007 2:07 PM
To: Doreau, Jonathan
Subject: FW: Regarding Sony Work Order #W5232Z59

Hello, Jonathan,

Could you please tell me the status of this?

Thank you.

XXX XXX

Their response:

From: Doreau, Jonathan [mailto:Jonathan.Doreau@am.sony.com]
Sent: Friday, February 09, 2007 3:10 PM
To: XXX XXX
Subject: RE: Regarding Sony Work Order #W5232Z59

Actually according to the W/O the unit has been shipped back since a decision was not reached.

Our reaction:

From: XXX XXX
Sent: Friday, February 09, 2007 2:35 PM
To: Doreau, Jonathan
Subject: RE: Regarding Sony Work Order #W5232Z59

Jonathan,

I would like to talk to the person that authorized shipping the unit back without fixing it. Were they aware that the decision is in progress?

Thank you.

XXX XXX

And the last email by Sony’s support:

From: Doreau, Jonathan [mailto:Jonathan.Doreau@am.sony.com]
Sent: Friday, February 09, 2007 3:49 PM
To: XXX XXX
Subject: RE: Regarding Sony Work Order #W5232Z59

Our policy is that we can only hold a unit for 9 days if a decision is not made within that time we have to ship the unit unrepaired.

OMG! Somebody shoot me! Is this what we call quality support? WTF is this?

Posted by MegaZ on 02/27/2007.