I want to share a consumer complaint I have against Sony Electronics that Sony refuses to repair despite the defect.
I purchased a Sony notebook PC on May 4 on Amazon.com and received the computer on May 12. The product came with a 1-year express warranty. Less than three months into my purchase and on Saturday I noticed that the display panel had developed a dead pixel that is quite noticeable to me.
I called Sony Customer Relations and they referred the matter to a "Sony Product Specialist" who stated that less than 3 dead pixels is considered "normal operations" and Sony will not repair the display panel at this time. I was also placed in conference call with the San Diego repair center which was willing to send a box to me and ship the unit for "evaluation only" and no promise to repair the unit.
I was told by the Sony agent in San Diego during this conference call that if the defect was deemed "normal" then I would have to pay for the cost of repair. I called a local computer repair center in San Jose and was given an estimate of between $400 to $500 to replace the LCD panel. However, the repairman I spoke to said that Sony's cost is far less than my cost since they purchase these parts in quantities of thousands.
The Sony computer warranty comes with in-home repair. The express warranty does not discuss these additional warranty terms and conditions - I believe this is a violation of Cal. Commercial Code Article 2.
I spoke to two independent computer repair centers in San Jose and both of them were shocked that Sony would not repair the display panel, that clearly a dead pixel is a product defect entitled to in-warranty repair.
What really bothered me was the customer relations rep actually tried to say that this repair was at the option of Sony. I responded that this provision in the express warranty is in reference to whether the customer is entitled to an entire replacement unit, or in those specific instances where it is determined that the unit was damaged due to customer abuse or mishandling.
I have obtained from the rep the address to the legal department in San Diego, and their fax number. He would not provide a phone number.
As a side note, this computer also experienced a touch pad hardware failure just a little more than one month into my purchase, and Sony sent out a PC repair person and the unit was fixed on-site at my home. Sony also announced problems with this product series in June overheating and the plastic chassis melting. They posted a BIOS update to fix the issue, which I installed.
I have never dealt with such a terrible company that only cares about ways for it to save money and leave the customer unhappy with a defective product that should be repaired pursuant to the express warranty terms, and not rejected due to its hidden surprise terms.
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