I bought a $3000 Sony Vaio PCG-GRX600P in 2003. I also purchased an extended warranty at the same time. Three months ago, my LCD screen died. I called Sony, but they said they had no record of my having an extended warranty despite the fact that I registered the computer the day I got it, and the agent that I spoke with confirmed that I did indeed have the extended 3-year warranty.
I found all of my original receipts and faxed them to Sony. It took about 8 hours of phone time, but they finally admitted that I did have an extended warranty. They sent me a box and I sent the computer to them. They sent it back two days later unrepaired claiming I had a "live insect infestation" inside the computer and they would not fix it until I had it cleaned.
Mr. Bob Thomas of Sony told me to "bug bomb" my very expensive computer but also said that if someone opened the laptop to clean it, Sony would consider it tampered with and thereby void my warranty.
That put me in somewhat of a dilemma. I pulled out the battery pack and removable CD drive and sprayed some canned "air" into it. Called Sony back and had them send me a box. Yesterday I was informed by Sony that my computer had "liquid" damage and that my warranty didn't cover it. Their estimate is for $1500.00. They have sent me pictures of what they claim is the inside of my laptop, and here's the funny part: The pictures they took of my computer were taken 8 days before they opened it up to fix it. That's a neat trick.
Now here's the kicker: My laptop was never opened by anyone to have it cleaned of the "live insects" and yet they were not present when the second technician opened it. He found "liquid" damage but no live bugs.interesting.
I have already filed a complaint with the BBB, and I am currently investigating the possibility of a class action lawsuit such as the one that Toshiba recently lost to the tune of 23 million dollars. All I want is for Sony to honor the warranty that I paid extra for and to have my computer repaired and returned to me, and I'm prepared to take any legal measures to ensure that happens. I am a single mother of 2 and depend on my computer for my livlihood.
I have spent at LEAST 24 hours on the phone with these idiots, have lost income due to the fact that I don't have a computer, and have been in a constant state of agitation since this whole thing began last month.
Please do not buy sony products
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