Sony will not stand behind their Warranty

Hi,

I have an issue with Sony Corp. I purchased a Notebook Computer =

VGN-240B/E Series on 06/23/07 at the Base Exchange store at the Little =

Rock Air Force Base. I paid $1348.00 for it. It came with a 1 year =

Warranty. On the evening of Nov.18, 2007 my husband was using the PC, he =

then closed the lid and left it sit on the end table. About 20 minutes =

later, I picked up the PC and opened the lid, I then took it out of the =

sleep mode, and the screen began looking strange to me. It went =

completely white on =BC of the left hand side and it looked like it had =

a crack diagonally across it. I then showed it to my husband and he =

looked at it. I then called Sony right away. I first had to explain all =

this to them 3 times. I told them that the computer was never dropped or =

banged or abused in any way. I also told them that I have no children in =

my home nor does the computer leave the house.

Then after about 2 =BD hours I was told to take it to fed-ex and ship it =

to the Sony San Diego repair center. I did that on the 11/19/07 @ 1:41 =

pm. Then on 11/22/07 I received an email from Sony stating that they did =

get the PC and they have determined that it has physical damage to it! =

They said I would have to pay $762.99 for labor, parts, tax if =

applicable and shipping to return the unit back to me. They said that =

this type of damage is not covered under the 1 year warranty. I tried to =

call them but they were closed due to the holiday! I tried to call again =

on 11/23/07 they were still closed.

I called again on 11/24/07 and talked to a representative that told me =

the same thing the email said. He told me to call back on Monday =

11/26/07 and ask to speak to the Technician who was working on the unit =

(John). I did just that, I called Monday and after going through the =

whole issue again, I finally was transferred to John in the San Diego =

Dept. John told me the same thing the emailed said. I told him there is =

no way I would settle for this because I know that neither my husband =

nor myself did any damage to this unit! He said the only thing they =

could do is ask a supervisor if he would discount the repair cost, but =

most likely it will only be $100. I told John no way. That $100 will =

only pay for the shipping cost, and I don't feel I have to pay anything =

because I still had 215 days left of the 1 year warranty! So after =

going on & on about how I know I did no damage to the unit and I should =

not have to be out of pocket $762.99 after just paying $1348 for this =

computer 150 days ago. He told me he would talk to his supervisor and =

see what could be done. He said he would call me back before 5pm my =

time. He never called... When I got home I called, they were closed for =

the day.

I called back on 11/27/07. After getting the run around and being told 2 =

times in one hour that John is on break, I finally spoke to someone. She =

told me the same story about only discounting it by $100. She then told =

me I could take it up to the next level, which was National Consumer =

Relations. I told her sure; she then put me on hold while transferring =

me.

Then John picked up the phone. He was shocked that I was on the line; he =

was not expecting it to be me. He said he spoke to 2 supervisors and =

they said only $100 discount. He also said he had requested that a =

supervisor call me. He said I should get a call within 24-48 hours. I =

ask him what number he told his supervisor to call me at and he said my =

work and home phone numbers. He said that after I talked to the =

supervisor if I was no satisfied I could ask him to transfer me to the =

National Consumer Relations Dept or I could call back and be transferred =

and get transferred 3-4 times before getting to where I needed to.

On 11/28/07 I still had not heard from a Sony supervisor as of 4pm my =

time. I called Sony again. I was finally transferred to the San Diego =

Dept. where I talked to Robert. Robert stated that a supervisor did call =

me but did not get an answer so he left a message. I ask him what number =

the supervisor called he said my home phone number. He then read notes =

to me that the supervisor left on the file. When I was not happy with =

the offer that Sony was making ($100 discount only) I ask to be =

transferred to the National Consumer Relations Department. I talked to =

Jose-CVB9; he stated the same thing that I have been told since the =

beginning. That "there is physical damage, and that the 1 year warranty =

does not cover physical damage." I told him that Sony is claiming there =

was physical damage because they do not want to stand behind their =

product and repair this unit, and that there has to be defects in this =

product if simply using enough pressure to open it would cause the LCD =

screen to crack. However, of course he denied that. He then went on to =

say the only thing they could offer was to give me a $100 discount. I =

told him no thank you.

Be aware AAFES, Sony does not stand behind their product. I talked to =

the manager at the Little Rock AFB Exchange and she told me that there =

are many people complaining about Sony warranty.

If anyone can help me with this issue, I would be most grateful!

Capt Ethiel Rodriguez