Laptop Screen Problem (FW21E)

[sanj.rai77]

Hey

I have a small dilema. Could you guys help with a solution?

I have a Sony Vaio Laptop. Its warranty ended 7th December. Phoned them to get it picked up and now they have it so any work should be covered under warranty.

There is a particle under the screen. I took a picture of it and emailed it to Sony who diagnosed it as dead pixels. They said they would repair it for free under warranty.

Now that they have the laptop they say there is a particle under the screen. They sent me a picture of it and the photo looks identical to what I sent them earlier which they diagnosed dead pixels.

Now they are saying it was accidental damage by me and want to charge to replace the screen (same price as I paid for the laptop).

I think that this is ridiculous and that they should repair it under warranty. They will not accept these two arguments:
1. If I damaged it then I would have had to have opened the screen which there should be evidence of.
2. If the particle got in some other way through a gap then it is a manufacturing flaw because there should be no way of a particle getting in there.

What do you guys think I should do to resolve this problem? They are going to call me back tomorrow to discuss this.

I was told by a friend to quote the Sale of Goods Act 1979 but not too sure where I can find this so I can quote the relevant sections.

My Case ID is 3876408

[83735935]

Hi

Never heard of dead pixels (is that the same as dead indidans and cowboys in the back of the television?). A pixel is just a measurement of the screens display and so not physical present in the hardware sense.

If you know you have not dropped the laptop etc then I would fight - as it could be an electrical component that was not fully affixed at the time of build (we all make mistakes after all) that has broken off and is causing problems.

Sony should do the right thing and replace the screen under warranty and stop nit picking. It is their word against yours. I would advise speaking to the manager first, go as high as you can and then If worst comes to worst go get legal advice.

There is a post on this forum that quotes this Act, think it was under "tips and tricks".

Hope this helps.

[Thalamus.]

Hi sanj.rai77,

could you upload the picture of the screen and also could you let us have the case number please.?

What model vaio do you have.?

[sanj.rai77]

I have added photos and Case ID to my first post now. My model is FW21E.

[sanj.rai77]

Other people with a similar problem have had theirs repaired for them under warranty:
http://forum.pocketables.net/showthread.php?t=3476

[Thalamus.]

Hi sanj.rai77,

I've escalated your problem to Sony, hopefully I'll get some info soon..

[sanj.rai77]

Thanks

They should be calling me soon too

[sanj.rai77]

Just got off the phone to them. The gentleman was very rude. Started to argue with me. Saying I gave a misdescription when my photo and engineers photo looks the same. Now he says they will look at it again and call back on Monday. Completely unacceptable behaviour.

The photo one guy looked at diagnosed it as dead pixels but apparently I should know the difference between dead pixels and something under the screen. A 100% diagnosis by Sony should apparently be questioned by me.

[Thalamus.]

Hi sanj.rai77,

still no news my end..

[sanj.rai77]

Do you think you will get information by this weekend mate?

Also do you have a messenger account where this could be discussed?

Thanks