topic Re: Backlight Failure - VGN-SZ2M/B in PCs & Accessories

Backlight Failure - VGN-SZ2M/B

Mightfly — Mon, 27 Nov 2006 16:15:31 GMT

The backlight has failed on my VGN-SZ2M/B after less than one month of use. I registered a case on www,vaio-link.com but am being ignored. I tried the telephone support and went through the usual list of mind numbing automated questions - only to be told that the warranty has expired and that I need to call a premium rate number.

I was warned about Sony's poor after sale support these days, and not to buy a Vaio. I should have listened more to such good advice.

Does anyone have any suggestions about getting Sony to take responsibility for faulty items that they sell? Or are they spending all their time running around like blue-xxxxx flies trying to replace batteries?

Re: Backlight Failure - VGN-SZ2M/B

rich912 — Mon, 27 Nov 2006 17:57:00 GMT

Hi Mayfly and welcome to the forum.

I am sorry to hear of your problem with Sony support.

You say that you have been using your Vaio for less than one month prior to the screen problem. I assume from this that the Vaio was new at purchase and therefore the warranty has not expired.

Given the above criterion it is unacceptable that you should be required to call a premium rate number. If you can please confirm the above I will escalate your post to Vaio Link.

Re: Backlight Failure - VGN-SZ2M/B

kee-lo_ — Mon, 27 Nov 2006 19:49:17 GMT

If it was purchased less than a month ago Sony really should be helping you out here, as it's well within warranty period. Even the store should be putting more preasure on Sony.

Also avoid buying PCs second hand.

Re: Backlight Failure - VGN-SZ2M/B

Mightfly — Mon, 27 Nov 2006 22:53:02 GMT

Rich,

Thanks for you comments. Yes it was new on purchase, but just outside the "Dead On Arrival" period which would have meant that it was replaced by the supplier.

Both the supplier and local Sony shop were reasonably helpful, but said they could do nothing other than go throught the same channels.

So I would be grateful if you could escalate this for me.

Hi Mayfly and welcome to the forum.

I am sorry to hear of your problem with Sony support.

You say that you have been using your Vaio for less than one month prior to the screen problem. I assume from this that the Vaio was new at purchase and therefore the warranty has not expired.

Given the above criterion it is unacceptable that you should be required to call a premium rate number. If you can please confirm the above I will escalate your post to Vaio Link.

Re: Backlight Failure - VGN-SZ2M/B

Blencogo — Mon, 27 Nov 2006 23:42:15 GMT

Yes it was new on purchase, but just outside the "Dead On Arrival" period which would have meant that it was replaced by the supplier

I've escalated this case - hope it helps Mayfly.

Re: Backlight Failure - VGN-SZ2M/B

kee-lo_ — Tue, 28 Nov 2006 12:13:29 GMT

Sorry but that's a load of b**locks - the machine is under warranty for 12 months, so if the backlight goes then Sony usually replace it. The only time they will ask you to pay is if they have reasonable belief that it was damaged purposely (eg no accident)

Re: Backlight Failure - VGN-SZ2M/B

rich912 — Tue, 28 Nov 2006 17:23:59 GMT

Thanks for following up on this one Blencogo.

I have a feeling that this problem must be a result of a fault in the automated answering system - whatever happen to real people on the end of a phone

Re: Backlight Failure - VGN-SZ2M/B

Mightfly — Tue, 28 Nov 2006 18:24:31 GMT

Thanks - the escalation has definitely helped.

I am now in contact with customer support, and the warranty date has now been corrected.

Will post again when it has been fixed.

Long live forums (fora?). Down with automated "Customer Service" help lines.

Yes it was new on purchase, but just outside the "Dead On Arrival" period which would have meant that it was replaced by the supplier
 

I've escalated this case - hope it helps Mayfly.

Re: Backlight Failure - VGN-SZ2M/B

rich912 — Tue, 28 Nov 2006 18:48:11 GMT

I am now in contact with customer support, and the warranty date has now been corrected

Hi Mayfly,

Good to know that the system works!! Good luck and let us known how things progress....

Re: Backlight Failure - VGN-SZ2M/B

kee-lo_ — Wed, 29 Nov 2006 13:23:22 GMT

That's good news.

Knew it was all nonsense

Re: Backlight Failure - VGN-SZ2M/B

Mightfly — Tue, 12 Dec 2006 22:20:22 GMT

I think the moral here is don't expect too much action around Christmas.

The delivery log accessed from the 'repair status' section is completely fictitious, unless it refers to delivering an empty cardboard box halfway across Europe.

It is all complete madness and truly in keeping with the spirit of the pantomime season.

I have a failing in that I like to see the best in people and organisations. Although I have mentioned this before, I can now understand why people say that Sony customer service is really poor.

Is it just the dinosaur effect? - companies like Sony will always get too big and die (even if it takes a while).

Was it my fault for buying a laptop from Sony just when they are in their decline?

Re: Backlight Failure - VGN-SZ2M/B

kee-lo_ — Wed, 13 Dec 2006 15:54:29 GMT

I know how you feel and I am angry that Sony sent an empty box across Europe, what a waste of fuel, and only adds to the issues of global waming, nevermind wasting your time and DHL's.

I think it's time Sony started to be more enviormentally friendly instead of turning this earth into a furnace.

Re: Backlight Failure - VGN-SZ2M/B

Mightfly — Wed, 13 Dec 2006 17:39:16 GMT

This is the note I have just added to the case history after being told that my Vaio had been repaired and shipped back to me.

What can one say. I opened up the box - only to discover a completely different Vaio inside!

I have spoken to the owner, who was quite surprised as he thought his unit was on the way to Alsace in France - rather than being delivered to a random address 20 miles away.

As to where mine is, I haven't the faintest idea. DHL seems to share Sony's incompetence where IT systems are concerned: being unable to do a simple reverse look-up for a parcel given a name and address.

In fairness, DHL seems to be at fault here. But -to quote them:

"Is it a Sony computer? We have all sort of problems with them".

I don't know whether to laugh or cry - it is all such a shambles.

Maybe I can put this all to good use. With just a little more material, I am sure I can come up with a fine article for one of the major PC publications. At least then I can recoup some money for all the wasted time I have had to spend on this.

Re: Backlight Failure - VGN-SZ2M/B

kee-lo_ — Thu, 14 Dec 2006 12:09:27 GMT

Yeah that's one of my fears - someone ending up with my VAIO, not that I have anything to hide but it feels like when you've been burgled.

I hope your VAIO was restored before leaving, then you've got less to loose, but this is important that people keep their data safe.