- Report: #628521
Report - Rebuttal - Arbitrate
Complaint Review: Sony Electronics Inc.
Sony Electronics Inc.16530 Via Esprillo San Diego, California United States of America
Sony Electronics Inc. Sony Electronics Inc failed to fulfill computer warranty pursuant to express terms and conditions San Diego, California
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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, 2010 on Amazon.com and received the computer on May 12, 2010. 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
I was told by the Sony agent in
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
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
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 2010 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.
This report was posted on Ripoff Report on 08/03/2010 09:30 AM and is a permanent record located here: http://www.ripoffreport.com/r/Sony-Electronics-Inc/San-Diego-California-92127/Sony-Electronics-Inc-Sony-Electronics-Inc-failed-to-fulfill-computer-warranty-pursuant-t-628521. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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