Sony Vaio PCG-GRX550 - Warranty (factory repair) Run around

# 18 for April 17, 2003

Complaints.com received the following on April 16, 2003:

From: Thomas Houdek [Email User]

RE: Sony Vaio PCG-GRX550 - Warranty (factory repair) Run around

Warranty Run around on Sony Vaio Computer PCG-GRX550 I was instructed to send my computer to the Regional Service Center for warranty repairs (for the second time in less than three months) after speaking to a technical service representative on March 27th for minor problems with my PCG-GRX550: 1. Computer would not exit from hibernation mode without hard reboot (without battery removal and reset) 2. Intermittent USB device not recognized message after inserting 128 MB memory stick (also memory stick now will not work) 3. Touch pad would lock up intermittently with USB error message. The Sony rep that requested me to ship my computer back to the factory and asked me to request “full diagnostic check” and to list any other minor squawks I might have with the unit. I did so in a letter dated March 29th that accompanied the computer to the San Diego service center. The unit was it was shipped FedEx to the regional service center. Ten days later on April 10th, I received a facsimile stating that the Sony service center had determined my unit sustained “liquid damage” and the repairs would not be covered under my warranty. My unit did not have any “liquid damage” when it was shipped to Sony. The unit has only been used a handful of times since it was returned to me from the Service Center back only two months ago. Due to a recent injury and hospitalization it has only come out of its case a few times since then. When I was packaging the unit before shipping to California: 1. I inspected it carefully – and wiped it down with 3M anti-static sheets. 2. Discovered that the unit booted (after the battery was removed overnight) but the touch pad eventually froze up again. This had happened in the past – but usually re-booting corrected the problem 3. CD/RW drive worked, although noisy – but it worked. 4. Modem and Ethernet connection worked (PCMIA as well) 5. USB error message “USB device not recognized” and 128 MB memory stick no longer usable (memory stick error message on DSC-F707 This unit is in under warranty until 6-2003.(Sony Internal Work Order and Event Number: W52H6193 E20186814) This computer has never been anywhere near liquid or water, other than in an overhead bin on a flight over the North Atlantic while traveling to Europe. I received a letter from Sony ten days later (when I should have received it back from repair) informing me to authorize the service department a payment $1442.62 within 5 days for repairs as the “damage” is not covered under warranty and the cost is in excess of the replacement cost of the unit NEW. If my computer was damaged, it occurred while in transit or once it arrived in California. I wouldn’t have sent it to Sony for warranty repair if it had been “liquid damaged” that would be pretty obvious. I requested to see the technician’s diagnostic report and what components have experienced “liquid damaged” and the photographic evidence to substantiate Sony’s claim of damage. As of today after several phone calls and faxes I have yet to have any correspondence from Sony other than submitting me a bill for repairs. I have been in the customer service business for 20+ years and I don’t think that Sony is being very proactive or at all forthcoming with any information – I can’t even get them to return my call. But these are the facts: 1. My computer has experienced liquid damaged – which the factory won’t repair under warranty. Sony wants me to pay $1442.62 to repair my computer (under warranty) 2. The damage took place somewhere between leaving my home or upon arrival at the Sony Repair Center in California. 3. I just want my computer repaired. I requested Sony repair my computer and returned it to me under the existing warranty at no charge or send it back to me immediately so as to have an independent service center inspect the unit if needed. I haven’t yet to heard back from anyone at Sony after several calls and faxes, I found it was necessary to forward my complaint on to the Federal Trade Commission, Better Business Bureau of San Diego and Tampa, FL (where Sony is registered), the California Department of Consumer Affairs, and the Florida Department of Consumer Affairs regarding Sony and this matter. To say that I am upset over the way this entire matter has been handled by Sony would be an under statement. I don’t know if the computer arrived is SAN damaged or was damaged at the hands of Sony, the only thing I do know is computer is now damaged (by either FedEx or Sony) and I no longer have my computer. Since you only have fifteen days to file a shipping claim with FedEx for damages, I wasn’t aware of that fact but was able to get one submitted in time (thanks to reading posts on complaints.com) I also don’t know for certain if this is a FedEx issue or a Sony issue, (trying to weasel out of a warranty claim) but my computer was damaged, and simply want it repaired and returned to me. I will follow up the post if I get any kind of response from Sony although unlikely. I wish I had only read the info on the WEB regarding Sony’s horrible Customer and Warranty Service before purchasing – I guarantee wouldn’t have purchased another Sony (this is my 3RD Sony computer) Thomas J. Houdek Email User Email User

Comment On This

i have a sony vaio and I am experiencing problems much like you experienced with my usb ports not recognizing stuff. The usb ports seemed to have came loose inside the unit or something, and my power cord is losing it's connection, so it keeps shutting down on my after my battery dies. I loved this computer until just recently,but I only had it since March of 2007. I just talked in a chat session with customer service and he was very nice and helpful, but then when I tried to find a service area to get my computer worked on, I cant find one locally, and they said by the time I ship it, it would be out of warranty! SO, I ask myself why would it take over 2 months? My warranty is good until March of 2008 and this is December 2007!! I've never been able to get my memory stick that came with the computer to work, but I was thinking I just didn't know how to use it, but now I'm not so sure about that after hearing your story. I sure hope they repair your computer. That is a lot of money and stress to deal with. I use my computer daily with a gps plugging into my usb ports (which keep malfunctioning and losing their contact), because I drive a truck OTR and depend upon my computer and my gps for directions to customers. I'm hoping I can find a local service person and I'm also hoping that Sony will cover the cost to repair my unit. I had problems with my HP laptop power cord, and they sent me a new one in the mail 2 day airmail with a prepaid label to ship the damaged cord back. I was expected pretty much the same, except in the case of this laptop, I'm not sure it is the power cord, or the connection where it connects to the computer because I can push the cord in and hold it in and it will work. Good luck.