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Sony Corp / Sony Viao Laptop Model #PCG-4K1L / Warranty and product defect

1 United States Review updated:

Bought a Sony Viao Laptop Model #PCG-4K1L (VGN TXN25N) for $$2,555.59 at Best Buy. After 3 months of occasional use at night to check e-mail showed vertical red and blue lines on the screen and a white streak on the top left of the the screen. Since I could not return the laptop to Best Buy because of the 14 day return policy, had spoke with the Sony Technical Support, who after describing my problem assured me that it will be fixed and covered under the terms of the one year warranty under Sony. Sent it to Sony repair who had informed me that there is physical damage in the laptop though I did not drop or in any way harm the notebook. I am being charged with $727.99 to replace the screen because as I was informed by the Sony Repair Center that I damaged my computer. I insisted that I did not in any way DROP, or harm my computer. I argued that I have several computers at home and a Dell Inspiron 8100 and up to now , I have not had it serviced. How come that with the new laptop which I only use occasionally, after 3 months I am already having this problem and that Sony could not even honor the warranty. Besides , if I dropped my computer, there would be marks or scratches either on the screen or the top. Now I am so dis satisfied at their product that I would like to just return it but if you ask Sony Support on what number to contact, they would not provide you the correct number. Have asked for the phone number to the Executive Review Committee at Sony in Fort Myers , Fla but the Sony Support would elevate the call for a simple question.

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Comments

  • Ga
      15th of Sep, 2007
    0 Votes

    Hello

    well those screens are so flimsy in TXN and TX series that the even brake internally if you shut the lid little bit harder, and I know sony is like that I have several computer sony vaio all of them and I had to send 5 or 6 laptop for repair and almost all of them had major problem like I sent TXN15P for repair and what it was doing it was showing picture fine then after couple minutes it would turn into dots and streaks well called sony they said needs to go in for repair send it for repair and sony told me LCD has liquid damage, DAAAAAAAAAA well I had ADP on it so I got it fixed but I know I never dropped any liquid or anything in it, same way they did to me in 2 more laptops I sent for repair and there easy way out of it laptop has liquid damage, well about your notebook the best way for you is this BUY LCD for your notebook on sony parts website it is for $325, or you can buy it on ebay for around $200 it is very easy to install, on the bottom of screen take those rubber cushions off and there is 2 screws take them off and then take the bezel off and lcd is there no scres or anything just flip the LCD over and unplug that LCD cable and plug it in new lcd and put everything back, that is it.

    Thankyou

  • Rj
      21st of Jan, 2009
    0 Votes

    Had the same problem with Sony. Check out my conversation with their support. I will not buy a Sony again because of this. After buying a new screen they would not even send the instructions on how to install it.

    LiveAssist Chat

    Status: Analyst Cory_ is here and your issue status is: working

    Problem: Do you have instructions or a link you can send on how to replace the lcd screen for a Sony VGN-TXN25N. Our CEO's laptop screen went out and we could not find the receipt even though it was less than a year ago so we had to purchase the screen from Sony.

    End Session

    user Ron Johnson has entered room


    analyst Cory_ has entered room

    Cory_>

    Hi Ron. Welcome to Sony Online Support. I'm Cory. Please allow me a moment to review your concern.

    Cory_>

    Thank you for waiting, Ron. I'll be happy to assist you with the replacement instructions of the LCD Screen.

    Cory_>

    Does the Computer is under the warranty?

    Ron Johnson>

    yes but, we cannot prove it because we cannot find the receipt. This is why we bought the screen from you.

    Cory_>

    Did you purchase the Computer from our Sonystyle?

    Ron Johnson>

    I am not going through this again. I just want a link to instructions. Why is this so difficult?

    Ron Johnson>

    Don't you send instructions with your laptop screen that WE PURCHASED from YOU COMPANY.

    Cory_>

    Sony does not recommended to change the LCD screen by the End user.

    Cory_>

    As it may damage the internal parts of the Computer.

    Cory_>

    We are concerned about the Security of the Computer and the End User.

    Ron Johnson>

    I am a master's degree, MCSE certified Network Engineer

    Cory_>

    The replacement instructions are not available online.

    Cory_>

    I suggest that you contact our Direct Accessories and Parts Center at 1-800-488-7669 to get the Service Manual for the Computer.

    Ron Johnson>

    Can I log into the site or have them emailed?

    Cory_>

    The Service Manual contains the instructions to replace the LCD screen.

    Ron Johnson>

    I need to fix this now. I acnnot wait to have it mailed.

    Cory_>

    You can also contact the place of purchase for the purchase receipt.

    Cory_>

    I am truly sorry, Ron.

    Cory_>

    You need to contact our Direct Accessories and Parts Center to get the Service Manual for the Computer.

    Cory_>

    As the Service Manual is not available online.

    Ron Johnson>

    Your company, support, and business tactics are a joke. I am going to start pulling all sony products from Lotus and Chrysler accounts. This is pathetic and makes me very angry. What a waster of time.

    Cory_>

    I am truly sorry for this, Ron.

    Ron Johnson>

    I am sorry for doing business with Sony in the first place. Dell has much better support. I guess some company's do not care about their customer. Please pass this on to your supervisor.

    Cory_>

    The Service Manual is available as the Hard copy.

    Cory_>

    It is not available in the pdf format.

    Ron Johnson>

    Explain that to my CEO.

    Cory_>

    You need to contact our Direct Accessories and Parts Center to get the Service Manual for the Computer.

    Cory_>

    It is better to contact the place of purchase to get the purchase receipt for the Computer as the Computer is under the warranty.

    Cory_>

    If the Computer is purchased from our Sonystyle, you can contact our Sonystyle Support team to get the receipt for the Computer.

    Ron Johnson>

    Let's see...Sony does not have the technology to look up a warranty on a computer by the service tag, they are glad to sell you a replacement part without instructions, and do not care if the company's CEO is without his computer...like I said it is all about taking the consumer's money and Sony does not care but, at least they have your money. I have to fight to get the screen replaced even though we bought it in April, I have to fight to get support, I have to fight to get a page of instructions on how to put the screen in that WE PURCHASED, like I said...what a joke. Very pour customer service.

    Ron Johnson>

    I manage multiple accounts, and multiple businesses. This is the first time I have given the OK to purchase Sony products. It has nt went as expected. Now I know what to expect so I will stop any further purchases from this company. If your company ever does file for bankruptsy I will truly understand. Thank you.

    Cory_>

    I am truly sorry for this, Ron.

    Ron Johnson>

    so am I

    Cory_>

    As the Service Manual is not available for the download online.

    Cory_>

    You need to contact our Direct Accessories and Parts Center to get the Service Manual for the Computer.

    Cory_>

    You can also contact our Customer information Service Center to get the Warranty status of the Computer.

    Ron Johnson>

    Like I said I do not have time. The screen does not work, I have a new one in my hand, my CEO's laptop does not work when he leaves the building unless he carries his desktop monitor with him. I am going to have to go to Best Buy this morning and buy another manufacturer's laptop so he can once again do business. Even though we have bought a new screen from Sony. I am sure he will appreciate it. At least he will understand when I send him this conversation.

  • So
      22nd of Jul, 2009
    0 Votes

    1000% agree with you on how Sony is the type of company that will sell you garbage!!! My Uncle bought a Sony computer from Sonystyle for a ridiculous price that doesn't perform to average expectations. It comes with Windows Vista Business but the CPU is underpowered and not upgradable. Lagged right out of the box and when we tried to upgrade (downgrade) to windows XP the proprietary things on Sony aren't recognized nor are there any downloadable drivers. Another Ripped off former Sony Customer. Previously bought many sony XBR 4's flat screens 5 to be exact and many other sony products we used to be brand loyal but after seeing how Sony operates... Sony has lost our confidence and business

  • Do
      29th of Jul, 2009
    0 Votes

    Same thing happened with my Sony Notebook. Colored lines running through it. Two tech support companys said I dropped it. I did not! I turned it off in the evening and in the morning, turned it back on and lines were running through it. Called Sony, they said it would be $1000.00 to fix it, or buy a screen for $325.00 for me to install. Sounds like this is a common problem with Sony laptops and notebooks.

  • It
      27th of Aug, 2013
    0 Votes

    Purchasing this system was the worst computer purchase I have made, and I have made a few regretful IT purchases in my time as an IT service provider. I bought this just before I left for a trip and was not able to return it, as I would have been left PC-less. I ordered this with XP and the one I got had Vista on it. I complained over the phone, but they said they didn't have any more XP systems available 9because i expect their employees took all the XP units so they could actually get some work done.) So, now I don't trust Sony for their bait and switch job they did on me (I purchased it from them directly.) The system worked ok, when it worked and after I stripped all the stupid Vista flair from the configuration. Still, I spent about half of my computing time getting the system to operate so I could do my work. Being in IT, I was infuriated. When I got back home, I gave this to my daughter. She hated it too and was constantly coming to me to get it running properly. Personally, I don't like Microsoft. They get away with highway robbery getting people to pay high prices for Alpha and Beta operating systems. The only Microsoft OS's I recommend people use are 3.11, XP and 7. I'm all Unix now!

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