All…

Sony service has occasionally come in for some harsh criticisms. However, I thought I’d relate a very good experience with their Repair service.

My TR2AP just passed its 1-year anniversary. Before the clock ran out on my warranty, I decided to see about a warranty repair to replace my LCD due to an air bubble that had appeared over the past several weeks. It was small and only a minor annoyance, but I figured that’s what warranties are for.

I called Sony, explained the issue and that my warranty was due to expire within a few days. The phone technician was very courteous but warned me that the LCD problem would probably NOT be covered under warranty since he felt it was a normal wear and tear item. I pointed out that the problem was, in my opinion, a hardware defect. I agreed to send it in to see what the repair center would determine.

The following day a packing box and full instructions arrived. I packed it up and it was picked up by FedEx the next day. An automated e-mail was sent to me with a URL I could check on the repair status. Within a day, it was repaired with no phone call to argue on whether it was a warranty issue. I just received it today via FedEx overnight and the new LCD is beautiful.

No complaints on how I was treated. No hassle (except for the cautious phone technician), no charge for overnight shipping both ways and no charge for the LCD replacement.

Tom

I had a good experience with Sony when I first got my TR.  It arrived with a dead hard drive, I called Sony and they sent the box to ship it in.  Then I didn’t hear anything for about 2 weeks, I couldn’t figure it out so I called Sony and apparently they didn’t get my laptop. 

Needless to say I was pissed, but in the end FedEx lost it (yes they managed to loose a $2,000.00 laptop) and Sony did a heck of a job finding it back for me (the guy I talked to much have placed calls to every FedEx bozo in the country because all the calls I made ended up with nothing).  I was quite grateful that he managed to find my laptop back and when it did arrive they had it fixed and returned within a few days.  I must say their service is no worse then something you would get through any other computer manufacturer.

Yeah, overall….my Sony service experience has been positive. They did recently put the wrong HD back into my system but they were good about realizing the issue and getting me my laptop back quickly. In general, they’ve always been courteous and fixed the problems as I expected. They replaced my air bubble too so obviously, it must be a known issue. If you can be without your TR for a week or so, I recommend getting it fixed since it’s covered under the warranty.

That is good indeed. So, it pays to purchase the extended warranty.