SONY will not stand behind WARRANTY San Diego California

I have an issue with Sony Corp. I purchased a Notebook Computer VGN-240B/E Series on 06/23/07 at the Base Exchange store at the Little Rock Air Force Base. I paid $1348.00 for it. It came with a 1 year Warranty. On the evening of Nov.18, 2007 my husband was using the PC, he then closed the lid and left it sit on the end table. About 20 minutes later, I picked up the PC and opened the lid, I then took it out of the sleep mode, and the screen began looking strange to me. It went completely white on of the left hand side and it looked like it had a crack diagonally across it. I then showed it to my husband and he looked at it. I then called Sony right away. I first had to explain all this to them 3 times. I told them that the computer was never dropped or banged or abused in any way. I also told them that I have no children in my home nor does the computer leave the house.

Then after about 2 hours I was told to take it to fed-ex and ship it to the Sony San Diego repair center. I did that on the 11/19/07 @ 1:41 pm. Then on 11/22/07 I received an email from Sony stating that they did get the PC and they have determined that it has physical damage to it! They said I would have to pay $762.99 for labor, parts, tax if applicable and shipping to return the unit back to me. They said that this type of damage is not covered under the 1 year warranty. I tried to call them but they were closed due to the holiday! I tried to call again on 11/23/07 they were still closed.
I called again on 11/24/07 and talked to a representative that told me the same thing the email said. He told me to call back on Monday 11/26/07 and ask to speak to the Technician who was working on the unit (John). I did just that, I called Monday and after going through the whole issue again, I finally was transferred to John in the San Diego Dept. John told me the same thing the emailed said. I told him there is no way I would settle for this because I know that neither my husband nor myself did any damage to this unit! He said the only thing they could do is ask a supervisor if he would discount the repair cost, but most likely it will only be $100. I told John no way. That $100 will only pay for the shipping cost, and I dont feel I have to pay anything because I still had 215 days left of the 1 year warranty!

So after going on & on about how I know I did no damage to the unit and I should not have to be out of pocket $762.99 after just paying $1348 for this computer 150 days ago. He told me he would talk to his supervisor and see what could be done. He said he would call me back before 5pm my time. He never called When I got home I called, they were closed for the day.

I called back on 11/27/07. After getting the run around and being told 2 times in one hour that John is on break, I finally spoke to someone. She told me the same story about only discounting it by $100. She then told me I could take it up to the next level, which was National Consumer Relations. I told her sure; she then put me on hold while transferring me.

Then John picked up the phone. He was shocked that I was on the line; he was not expecting it to be me. He said he spoke to 2 supervisors and they said only $100 discount. He also said he had requested that a supervisor call me. He said I should get a call within 24-48 hours. I ask him what number he told his supervisor to call me at and he said my work and home phone numbers. He said that after I talked to the supervisor if I was no satisfied I could ask him to transfer me to the National Consumer Relations Dept or I could call back and be transferred and get transferred 3-4 times before getting to where I needed to.

On 11/28/07 I still had not heard from a Sony supervisor as of 4pm my time. I called Sony again. I was finally transferred to the San Diego Dept. where I talked to Robert. Robert stated that a supervisor did call me but did not get an answer so he left a message. I ask him what number the supervisor called he said my home phone number. He then read notes to me that the supervisor left on the file. When I was not happy with the offer that Sony was making ($100 discount only) I ask to be transferred to the National Consumer Relations Department. I talked to Jose-CVB9; he stated the same thing that I have been told since the beginning. That there is physical damage, and that the 1 year warranty does not cover physical damage. I told him that Sony is claiming there was physical damage because they do not want to stand behind their product and repair this unit, and that there has to be defects in this product if simply using enough pressure to open it would cause the LCD screen to crack. However, of course he denied that. He then went on to say the only thing they could offer was to give me a $100 discount. I told him no thank you.

Be aware AAFES, Sony does not stand behind their product. I talked to the manager at the Little Rock AFB Exchange and she told me that there are many people complaining about Sony warranty.
If anyone can help me with this issue, I would be most grateful!

Thank you for your prompt attention to this matter,

Denise
Cabot, Arkansas
U.S.A.