[flox]

I don´t know if I am writing to the right comunity (tried "news" but did not work out) but I will try here.

Why would SONY VAIO when they should replace a VAIO which is factory damaged only replaces the laptop.

I mean they open a new box and take out just the laptop and put it into the box I sent back with the damaged laptop and return it to me with "the old battery and power adapter" Why do they not replace the whole unit??? Is it not practical, what if there also is a flaw in the power cord or battery or the AC adapter???

What do they then do with the returned damaged computer and the "new"box???? I would be very thankful if anybody could enlighten me. I cannot imagine why SONY would do such an act.

It seems very fishy to me.

[flox]

I turn on my brand new Sony Vaio FW31ZJ, A new Vaio is born apparently with birth defects. Mr and Mrs. Sony apparently have some errors in their gene technical apparatus.

The error manifested itself when I tried to create recovery discs.

After troubleshooting together with Sony support, we tried to copy multimedia files from "sample videos", "sample pictures and music", sony support said hardware failure and asked me to return the unit to the retailer.I would recieve a new unit immeaditely,

The NIGHTMARE begins...

Horror unlimited...

Suspense...

Terror unimaginable...

Blackmail...

Piracy...

Tragedy......



Continued tommorrow.....









Why would SONY VAIO when they should replace a VAIO which is factory damaged only replaces the laptop.

I mean they open a new box, take out just the laptop, put it into the box I sent back with the damaged laptop and return it to me with "the old battery and power adapter" Why do they not replace the whole unit???
Is it not practical, what if there also is a flaw in the power cord or battery or the AC adapter???

What do they then do with the returned damaged computer IN the "new"box????
I would be very thankful if anybody could enlighten me. I cannot imagine why SONY would do like that.
It seems very fishy to me.
Am I getting a new laptop or a recycled laptop and paying as much as like for a new unit.

[flox]

I realized that I have given Grammar a bad name so I am redoing the whole posting. I have added new Info.

Why would SONY VAIO when they should replace a VAIO which is factory damaged, only replaces the laptop.
I mean they open a new box, take out just the laptop, put it into the box I sent back with the damaged laptop and return it to me with "the old battery and power adapter" Why do they not replace the whole unit???
Is it not practical, what if there also is a flaw in the power cord or battery or the AC adapter???
I did pay for a new unit. Do I not deserve a whole new unit? What do they then do with the returned damaged computer IN the "new" box???? I would be very thankful if anybody could enlighten me. I cannot imagine why SONY would do something like this. It seems very dubious..

Sony Support clearly mentioned; "that Sony does not check its computers as it leaves the factory". So if there is a flaw in the unit which subsequently leads to another flaw and if it is not covered by guarantee or if it manifests itself just as the guarantee goes out then......

They did not offer any discount. In fact I had to pay for the call to SONY Support and to the retailer Netonnet, Sweden and again to Sony and many to the retailer. It took 22 days for them to replace the product; I have to pay for the broadband service even though I am not using it. Not to mention the backlog of work and the stress experienced.
When I buy a new VAIO am I getting a new laptop with or without factory defects or a recycled laptop and paying as much as, like for a new unit.

Here is what happened,

I turn on my brand new Sony Vaio FW31ZJ, Soon "A new Vaio is born" apparently with birth defects. Mr. and Mrs. Sony Vaio have some error in their gene technical apparatus.

The error manifested itself when I tried to create recovery discs. "unable to write to disc"

After troubleshooting together with Sony support, we tried "restarting" the DVD driver and to burn multimedia files from "sample videos", "sample pictures and music" and failed, (I never came further with the laptop than this. I did not connect to Internet or do anything more with the unit).
Sony support said it is a hardware (DVD unit) failure and asked me to return the unit to the retailer. Netonnet customer support said that I would receive a new unit immediately as soon as they physically check the unit.

The NIGHTMARE begins...

Horror unlimited...

Suspense...

Terror unimaginable...

Blackmail...

Piracy...

More blackmail...

Customer Relations who can twist and turn everyything you say...

He knows you need the laptop for your work..

Stupefied and In desperation ....

You want say, NO!

But somehow the Yes comes out

Tragedy......
I contacted the Chief Sales Officer for SONY in Sweden Mr. Mattias Danielsson who agrees with the process that a new laptop is put into the "old box" and sent back to me with the "old AC adapter and battery". He confirms that Sony agrees to this process. He clearly states SONY cannot take responsibility even if it is a factory defect.
I personally think I have paid in full for the unit and eligible for a full replacement.

[smax013]

Likely because the type of failure you encountered (i.e. what appeared to be a DVD drive failure) would be highly unlikely to also indicate a failure in the battery or power adapter. When you have your laptop serviced under warranty, they are only obligated to fix the problem, which usually results in them replacing the specific item that was failing (in this case, this would typically be just the DVD drive). But, it is their choice. In this case, it seems that it was easier or cheaper for them to replace the whole laptop rather than just the DVD drive. So, in reality, you are likely "ahead of the game" in that all they potentially had to do was replace the drive.

And keep in mind that most manufacturer warranties specify that they don't need to replace with a brand new unit, but can instead replace with a refurbished unit...at their choice.

[flox]

Yello Smax, you are absolutely right!!!

I told this to the customer support of the retalier, Netonnet, Borås,Sweden, but they said we will replace the whole package for you, you will get a brand new unit as soon as we physically check the unit , (that everything is there and there are nor scratches etc on the unit).

Well the point is it was a brand new unit, I just recieved it, turned it on and when I came to the desktop, "clicked on" to burn the recovery discs. "cannot write to disc" error message appeared. I had Sony + R dvd disc in it.

I called VAIO support, we tried to reinstall the driver and it did not work, We tried to copy multimedia files from the "Sample" windows files and it did not work out. So the VAIO technician suggested it was something wrong with the DVD harware, and so either I return the unit to the retailer and use the "fourteen days return" ?clause? or that sony service would pick up the unit and repair it.

I chose to do the former. I called Netonnet, they said no problem we will take back the unit, I told them I want a new unit and they said sure and they sent me the "way bill " and I sent back the unit.

They specifically told me that I would recieve a replacement unit on the ninth of april after they physically check the unit, if I send the damaged unit on the third of April. I was specific, I told them I do not want the unit to be repaired, I want a new unit. If it is to be repaired I would rather send it to SONY VAIO service than sending it to Netonnet. Netonnet says, We will replace you with a new unit, no problems.

So I send it to them and the nightmare begins, they suddenly say that they cannot offer a me new unit, since they sold the remaining unit when mine was on the way to them, and to get a refund would take about eighteen to nineteen days, (since it was easter holidays and their technician should inspect the unit).

I was like ?????? Huh, NINETEEN DAYS, JESUS CHRIST!!!!!

Any way after the Easter holydays I called Netonnets CEO, Anders Halvarsson, and later their customer support chief, Mr Björn Gustavsson called me, now he says that Netonnet will repair the unit and send it back and they would be kind enough to not to charge me, I say ok now I am shocked, you promised me new unit and I have fourteen days, no questions asked guarantee, and you are also cheeky to suggest "you would be kind enough not to charge me", he starts apologising but continues to fence with me. He goes on about them doing the repair, actually he still has not checked the unit , according to him, but believes if he does a system restore everything will be okay, I disagree and suggest that they send the unit to Sony service for repair, I have dealt with them earlier so I rely on them and it works out faster, Now Björn starts telling me that Netonnets service center does better repair than Sony Service and they are much faster than Sony. I disagree with him and start asking him why we are having this conversation?? I will now contact the "Consument Help" with the government. (Now I am all tired in my head, I have studies to attend to and my exams are due and I need a computer to do write my exams, he knows that), he says okay I will check one thing and I will call you back.

He calls me back sand voila,suddenly he has a new FW31ZJ, and I am blackmailed to accept that he just replaces the unit and not the periphery, he says he can mail to me immeadiately and I will have the unit in two days time.But I have to decide immeaditely, I call the SONY chief sales officer in Sweden, Mr.Mattias Danielsson and ask him if this process of taking out the laptop from a new box and putting it into the same box with the damaged laptop. i.e.only the laptop is replaced but not the AC adapter and battery.

Mr Mattias Danielsson replied that SONY agrees to this procedure and it is very okay with him.I still cannot ubnderstand that Sony agrees to this procedure.

Netonnet apaarently were saving on postage since I recieved unit after five days.

This whole nightmare lasted 23 days.

Well according to what you wrote Smax, that procedure would have been the other alternativ Sony Support offered and after all this hassle with Netonnet I would have been happy I guess with a "repair" .

i would clearly recommend that if your money is hard earned, avoid Netonnet and buy from a decent reailer, pay a little more it would be worth it in the long run.

I hope I have been able to write this clearly, have to rush now have a lot of catching upp on studies and not to mention a good nights sleep.Whew!

[smax013]

I would argue you ended up still with the better end of the deal...you still supposed go a new computer (the laptop itself was supposedly new). And it is not like the battery or power adapter where in theory "old"...they were supposedly only a couple of weeks to a month old. And if you had Sony repair it, you would have STILL had the same battery and power adapter that came back with the new laptop. Thus, I personally think you are making a bit of a mountain out of a mole hill on the whole new computer bit.

Now, I will admit that it sounds bit like the "retailer" jerked you around a bit by saying they would replace it and then saying that they would not and then eventually saying they would. That whole bit sounds a bit fishy and "shady".

As to length of time, other than them jerking you around a bit, it is not unusual for replacement processes with mail order and even refunds to take a while. That is the downside of buying by mail order/Internet rather than a "brick and mortar" store.

And it should be noted that refunds typically (right or wrong) take a while to process back to your credit card if that is how you paid. I have long found it interesting that a store charging my card for purchase shows up like 5 minutes (it seems like) after I make the purchase, but it takes them weeks to post a refund to my card.

[flox]

Hi Smax!

I understand your argument and you are absolutely right througout your posting.I will not argue your viewpoint!

I will try to clarify my motive as clearly as I can.

My point is about ; How the retailer handled the whole issue.

When I reported the damage and they sent me the waybill, they said they would replace the unit.

Then they rudely tell me I am not getting a replacement.

I had terrible and stressfull Easter holidays. They were rude. It is not my mistake that SONY does not controll check its production when it leaves the factory. SONY SUPPORT stated this fact.

Why should I "pay" for it.

The retailer was downright rude, FROM THE VERY BEGINNING!!!!, not as a reaction like I was rude to him first, but was rude to me from tthe beginning and not giving straight answers.

Then when I, by doing some research found out that the retailer did have have the same modell available and when I tell Björn Gustavsson this, he now tells me okay, I will send this unit to you on the CONDITION, of only replacing the laptop not the pheripherals.

Man, Give Me a break!

Whew!

I never imagined Sony would recommend this.

*The retailer could send me a display unit and claim it is new, He even could claim that he replaced a whole new unit etc. I cannot prove anything when the seal is broken.

There are a number of loose ends here.

They did have a picture of the Swedish Crown Princess Victoria Bernadotte giving the retailers CEO Anders Halvarsson a prize on their web site.

I thought this was a decent establishment. Lulled me into a false sense of security.

The fact is the retailer was not really polite or clealry honest, I lost a lot of my precious time, worrying.

Even in the end he promises that it would take two days for the unit to reach me but it took six days since they chose a cheaper freight. That was the last drop.

I am not their beast of burden!!!!.

All this stuff made the whole deal really..........

I am, environment conscious! I would have been happy if Mattias Danielsson Chief for Sales,Sony Sweden, had mentioned Sony is environment friendly and believes in recycling or such like.

Great to be a part of that Ideal.

I have read earlier that Packard and Bell were involved in som sort of scandal about used parts from old computers

In 1986, Beny Alagem and a group of Israeli investors bought the Packard Bell name from Teledyne ^[4]^ and resurrected it as a manufacturer of low-cost personal computers. Their computers were among the first IBM PC compatibles sold in retail chains such as Sears.^[5]^ In 1995 Compaq sued Packard Bell for not disclosing that Packard Bell computers incorporated previously owned parts, a practice still widespread in the computer industry including Compaq itself (as Compaq also noted in its suit that it also practiced this, but disclosed it in the warranty statement). ^[6]^.^[dead link]^ The company was the subject of several lawsuits and paid millions of dollars in settlements. In 2005 PC World Magazine ranked the Packard Bell computers of 1986-1996 as the worst PCs manufactured of all time.^[7]^ In addition, one out of six Packard Bell PCs sold at retail was returned, a rate double the industry average.^[7] (http://en.wikipedia.org/wiki/PackardBell)^

Even if they sell the unit as refurbished will they now charge extra for "brand new peripherals" : )

The retailer should clearly state the terms of business.Not change it according to his convenience.

The insurance people did not understand this deal.They thought I had the right for a brand new product.

The point is how the retailer handled the issue and SONY was informed and knew what was happening. It should not take twentythree days.

The obligations of the retailer should be made known clearly and regulated.

Its question of trust and the right to enjoy one´s life on this Beautiful planet of ours.