Sony forum: Having problem with new sony vaio laptop S series 15.5in

However, it has so many problems as is, especially with it being 3 months young. I have read many complaints and problems online, where people get there sony laptops repaired and A) Run into more problems or B) Run into problems after 1 year when its too late and i dont want those problems. I have thought of extended the waranty for 2 to 3 years, but i will have to pay about $400 and i dont think thats reasonable considering my laptop is or might be faulty.

Go for a complete refund and claim it's unreasonable to be repairing a new machine (which is not an discussion you want me to enter into as I did reliability work years ago. See bathtub curve.)

There's also the awful issue that the OS can be corrupt. I may have missed it where you removed all your files and apps to a safe place and restored it to factory condition.

And finally I am still encountering folk that didn't know you can't leave these laptops on software surfaces such as couches and beds.
Bob

First off thank you Bob for your response and help. You meant in my possession right? Also i did agreed to get it repaired and the technician that trouble shooted and ran a diagnostic on the laptop agreed that there was many problem with the laptop that shouldnt be happening as such an early age and that it is faulty, such as with the left click, keyboard buttons and LCD screen being faulty neverminded that the battery doesnt match the laptop, which is weird. He said that it should be atleast exchanged. I just think the Sony repts./supervisors that i spoke to on the phone are being unreasonable and not caring about customer Satisfication.

While it was not the laptop, it was a PS3. I used their web site to arrange for a flat rate out of warranty repair and I was a bit nervous about it because "the kid" has broken the top cover so it would not stay on. The drive would barely read and it would lock up in 15 minutes. It had dings, scratches and more physical damage. But the flat rate was half of a new PS3 so off it went.

In 7 days (3 in shipping) we got back the PS3. It was not our PS3 but some re-manufactured unit with new plastics and more.

That was 4 years ago and the unit is doing fine still.

Let's hope your experience is as good as mine.
Bob

"Go for a complete refund and claim it's unreasonable to be repairing a new machine (which is not an discussion you want me to enter into as I did reliability work years ago. See bathtub curve.)"

You seem to be taking offense to this. This is not directed toward you. I never said "complete refund" also an exchange would be fine. It seems as if you could be reading exactly what sony reps noted. Did you say you work or did work for sony? No offense, but i feel like im having a conversation with a rep where there only response is send it out, ignoring everything else. I posted because i wanted information on the matter and help from those who can relate.

"There's also the awful issue that the OS can be corrupt. I may have missed it where you removed all your files and apps to a safe place and restored it to factory condition."

Yes thank you, the tech. on the phone also mentioned this. I will back up data and let the technician do what he needs to do to fix it.

Thank you again Bob for advice.

Nbamford (but i will have to pay about $400 and i dont think thats reasonable considering my laptop is or might be faulty.)

Bob (Go for a complete refund and claim it's unreasonable to be repairing a new machine.)

The warranty was what i said was unreasonable. But yes i have told a rep on the phone that and im sure they noted something like that.

Sony ps3, i've had 2. Absolutely love and support it. I was one who purchased it when it first came out for $600. Unfortunetly, since it was a new device many of them failed causing the yellow light of death where many loyal sony consumers had their ps3 die on them. Thank god i wasnt one, but all those loyal consumers had to pay an extra $200-$250 on top of the $600 because it was out of warranty just to have it fixed because it overheated due to a faulty system and motherboard. Happened to many older Ps3s, doesnt happen anymore with the slims because they fixed that problem. With that example, after i get my laptop repaired, maybe ill have to pay another $500 on top of the $1000 to have my laptop repaired once again after its out of warranty because ive had a faulty laptop at start. Sony doesnt care about that.Their own technician who has actually had hands on trouble shooting and examining it says "its a faulty laptop with problems" . They won't take my word or his. Whats that say. Also my laptop "looks flawless" no physical damage, the tech. who saw it can confirm, unlike those who tell me what they think, on the phone when they never saw my laptop in the first place.

But I didn't write that I disagreed. I meant that I'm the wrong person to discuss early failures with. Part of what I've done over the years is failure analysis down to the gate level on chips as well as try to determine the MTBF and more. I mentioned the bathtub curve which might be what most know about this area.

I don't disagree with you here. I wanted to share that I'm OK with a failure at 3 months. That's an infant mortality and expected.
Bob

I wasn't familiar with the bath tub curve and i did some reading on infant mortality and i now see what you mean. Thank you for the apology.

Not to challenge you, but because it is expected, does that mean it is right? There must be some type of agreement that makes exceptions in the warranty. Im also reading rights that consumers have when purchasing laptops. Im seem to be in the guidelines.

"I meant that I'm the wrong person to discuss early failures with." Do you know where i can find the right person to talk to about early failures and solutions. Thanks for helping me narrow down the problem.

So are you saying i should go for a complete refund and claim it's unreasonable to be repairing a new machine?

i have said that over the phone with the reps time after time. They are very firm and say that i am not under warranty of any exchange or refund, since it is after the 30 day return policy and that they will ONLY do a repair. Now we both know that they can easily make an exception, but they are not. Most companies would offer atleast an exchange. Even Sony style would exchange it if they could, very bad customer service i believe is the issue.

I read this in another forum and i thought it was a very valid point. "Sony's attitude to out of warranty failures is brutal. I always say the measure of a company is not when things go right - but when things go wrong. With the Xbox360, I have to give Microsoft top marks."

I offered it as an idea on how to proceed. You shared a view and if you feel this way then the full refund let's you start over and try again a little wiser.

I'm sharing what I can here and am not a spokesperson for any company.

Most companies have the same warranty stance. When it's over, you pay for repairs. There are always exceptions to this and in the case of Sony the flat rate repair for some items was VERY NICE as you would not have a big surprise in the repair bill.

So you have good and bad comments about all companies.

If you can go for the refund, it's like taking a Mulligan.

Bob