topic Re: Laptop Screen Problem in PCs & Accessories

Laptop Screen Problem (FW21E)

sanj.rai77 — Thu, 10 Dec 2009 17:45:08 GMT

Hey

I have a small dilema. Could you guys help with a solution?

I have a Sony Vaio Laptop. Its warranty ended 7th December. Phoned them to get it picked up and now they have it so any work should be covered under warranty.

There is a particle under the screen. I took a picture of it and emailed it to Sony who diagnosed it as dead pixels. They said they would repair it for free under warranty.

Now that they have the laptop they say there is a particle under the screen. They sent me a picture of it and the photo looks identical to what I sent them earlier which they diagnosed dead pixels.

Now they are saying it was accidental damage by me and want to charge to replace the screen (same price as I paid for the laptop).

I think that this is ridiculous and that they should repair it under warranty. They will not accept these two arguments:
1. If I damaged it then I would have had to have opened the screen which there should be evidence of.
2. If the particle got in some other way through a gap then it is a manufacturing flaw because there should be no way of a particle getting in there.

What do you guys think I should do to resolve this problem? They are going to call me back tomorrow to discuss this.

I was told by a friend to quote the Sale of Goods Act 1979 but not too sure where I can find this so I can quote the relevant sections.

My Case ID is 3876408

Re: Laptop Screen Problem

83735935 — Thu, 10 Dec 2009 18:14:32 GMT

Hi

Never heard of dead pixels (is that the same as dead indidans and cowboys in the back of the television?). A pixel is just a measurement of the screens display and so not physical present in the hardware sense.

If you know you have not dropped the laptop etc then I would fight - as it could be an electrical component that was not fully affixed at the time of build (we all make mistakes after all) that has broken off and is causing problems.

Sony should do the right thing and replace the screen under warranty and stop nit picking. It is their word against yours. I would advise speaking to the manager first, go as high as you can and then If worst comes to worst go get legal advice.

There is a post on this forum that quotes this Act, think it was under "tips and tricks".

Hope this helps.

Re: Laptop Screen Problem

Thalamus. — Thu, 10 Dec 2009 19:26:41 GMT

Hi sanj.rai77,

could you upload the picture of the screen and also could you let us have the case number please.?

What model vaio do you have.?

Re: Laptop Screen Problem

sanj.rai77 — Thu, 10 Dec 2009 20:08:31 GMT

I have added photos and Case ID to my first post now. My model is FW21E.

Re: Laptop Screen Problem

sanj.rai77 — Thu, 10 Dec 2009 20:12:28 GMT

Other people with a similar problem have had theirs repaired for them under warranty:
http://forum.pocketables.net/showthread.php?t=3476

Re: Laptop Screen Problem

Thalamus. — Fri, 11 Dec 2009 10:20:29 GMT

Hi sanj.rai77,

I've escalated your problem to Sony, hopefully I'll get some info soon..

Re: Laptop Screen Problem

sanj.rai77 — Fri, 11 Dec 2009 15:43:49 GMT

Thanks

They should be calling me soon too

Re: Laptop Screen Problem

sanj.rai77 — Fri, 11 Dec 2009 16:43:58 GMT

Just got off the phone to them. The gentleman was very rude. Started to argue with me. Saying I gave a misdescription when my photo and engineers photo looks the same. Now he says they will look at it again and call back on Monday. Completely unacceptable behaviour.

The photo one guy looked at diagnosed it as dead pixels but apparently I should know the difference between dead pixels and something under the screen. A 100% diagnosis by Sony should apparently be questioned by me.

Re: Laptop Screen Problem

Thalamus. — Fri, 11 Dec 2009 18:17:00 GMT

Hi sanj.rai77,

still no news my end..

Re: Laptop Screen Problem

sanj.rai77 — Fri, 11 Dec 2009 18:22:12 GMT

Do you think you will get information by this weekend mate?

Also do you have a messenger account where this could be discussed?

Thanks

Re: Laptop Screen Problem

Thalamus. — Fri, 11 Dec 2009 18:58:08 GMT

Do you think you will get information by this weekend mate?

No I doubt I'll have any news by the weekend, hopefully I'll have some news by the early part of next week.

No I don't have a messenger account.

Re: Laptop Screen Problem

sanj.rai77 — Mon, 14 Dec 2009 16:51:04 GMT

Ny update mate?

Re: Laptop Screen Problem

Thalamus. — Mon, 14 Dec 2009 18:39:35 GMT

No none as yet..

Re: Laptop Screen Problem

sanj.rai77 — Tue, 15 Dec 2009 13:57:14 GMT

Spoke to someone just now and they are getting the engineers to check it out because it does look like dead pixels in the photo.

Re: Laptop Screen Problem

Thalamus. — Tue, 15 Dec 2009 14:18:00 GMT

Thanks for the update, unfortunately still no news my end..

Re: Laptop Screen Problem

sanj.rai77 — Thu, 17 Dec 2009 18:18:28 GMT

They called me again today saying there was dust under the screen and that I would have to pay for it. I asked for a supervisor to call me and to get the technicians to see how dust could have got under.

Re: Laptop Screen Problem

Thalamus. — Tue, 22 Dec 2009 16:28:56 GMT

Hi sanj.rai77,

have you made any progress with the screen repair.?

Re: Laptop Screen Problem

sanj.rai77 — Tue, 22 Dec 2009 23:29:29 GMT

Yes
I spoke to them a few hours ago and they are replacing it for free under warranty :smileygrin:
Thanks a lot for any influence that you may have had

Re: Laptop Screen Problem

sanj.rai77 — Tue, 22 Dec 2009 23:30:15 GMT

Quick question
Will this now increase my warranty by another year?

Re: Laptop Screen Problem

Thalamus. — Wed, 23 Dec 2009 10:47:18 GMT

Quick question
Will this now increase my warranty by another year?

You'll need to check that with vaio-link..