Refused Warranty or Even Repair of Sony Vaio Laptop
Sony Vaio ultrabook - Complaint
LOUISVILLE, KENTUCKY -- My new (less than three months old) Sony Vaio ultrabook stopped working. It was working fine but stopped completely. no lights, nothing. I called and sent it in under a warranty claim.
I received an email advising that they were awaiting a call and when I called, I was told that the unit showed corrosion inside. According to the technician, this was due to moisture inside and they would not provide any repairs. I asked about the causes of the corrosion and was told it was either because the unit was put into water or possibly, it could have been the result of using the computer from a hot environment and coming into air conditioned space which is entirely possible given that, like many American homeowners, I had central air conditioning. This seems to be a defect of design. Nowhere does Sony warn of the risk of using a computer outside and bringing it inside (which was done constantly as we also have, in addition to central A/C, wi-fi which allows us to work outside and inside).
In addition to the dispute about the design limitations and their statement that they do not cover this because they have no control on the environment in which a user uses his or her laptop, we discussed the replacement of the motherboard. The technician told me to call the parts department and inquire about a new motherboard. Sony does not sell motherboards and I was told to ask Andrews Electronics and Encompass, both of whom are parts distributors but offer sales to retail. Pricing for both companies was the same, about $1100 plus a $700 core charge or more than $1,800. I asked the representative how the motherboard, which was inside a $800 computer, could cost more than twice the price and she assured me that Sony set the prices but it did seem silly. I know that Fry's will sell the same motherboard for around $800 packed neatly inside a new laptop but that seems to be the point, Sony refused to stand behind their product and will do everything in their power to force a consumer to buy a new product.
I called the repair center and number of times and I called customer support and was given the runaround most of the time. I was given different prices for repairs ranging from $1,300 to $1,500 but, in every case, they would NOT provide the service. Customer Service people will routinely apologize for the way I was treated but every time I asked for an email address to send in a statement, I was put on hold for more than ten minutes.