Sony Laptop Screen Cracked - Sony Wants £672?

Captain Wesker · 12th June 2008, 15:24

Sorry if this is in the wrong bit, but its my first post.

Hi there, we bought a Vaio NR21s two months ago. Came home, lifted teh lid and the inner LCD screen had cracks on it and ink leakage when we turned it on. No-one else had been in the house or used it, and nothing had fallen on it, nor had it dropped off the table.

I sent it to sony and now they want £672 to repair the screen when the laptop only costs £599.99 new. They are refusing to repair it under warranty as they claim its down to "physical damage". There is no damage to the unit, not even any scuffs or scratches. The tech told me that it could be due to "pressure" not actual dropping or damage, and it could have happened months ago.

Please can i get some help and advice on what to do from here?

Thanks!

MrShed · 12th June 2008, 15:36

I'm sorry to be a total naysayer, but I actually wholly agree with the Sony tech here. These things dont crack themselves, and something MUST have happened to it for this to happen.

Your only slim hope is that with it being in the first 6 months, they have to prove that the damage is non-manufacturers damage, but I do feel they'll be able to do this fairly easily.

Captain Wesker · 12th June 2008, 15:59

Well, the tech has said to me that it is down to "Pressure" and could have happened months ago. Thats grounds for claiming it was faulty to begin with?

MrShed · 12th June 2008, 16:04

Did the tech actually say it could have happened months ago?

By the way, I disagree with that evaluation, but if he is saying it on behalf of Sony you may well have a much stronger case.

Captain Wesker · 12th June 2008, 16:05

He did.

MrShed · 12th June 2008, 16:07

OK. Where did you purchase it, from which retailer?

Captain Wesker · 12th June 2008, 16:08

The Sony Centre

Captain Wesker · 12th June 2008, 16:15

Just got off the phone, and they say there are no marks, and no signs of physical damage, yet the engineers have diagnosed it as physically damaged. They have stated that the repair is chargable, and that is the final answer.

Where to from here? They have already said that the damage could have happened before purchase, but have basically said tough luck.

MrShed · 12th June 2008, 16:28

Quote:

Originally Posted by Captain Wesker

Where to from here? They have already said that the damage could have happened before purchase

Do you have any proof that they said this?

Captain Wesker · 12th June 2008, 16:31

Just what they said on the phone(I have names, but they sound fake)

MrShed · 12th June 2008, 16:45

Thats a shame - that would have forced them to replace.

Would suggest a letter to them under the SOGA(Sale of Goods Act) stating that they must prove that the damage was not manufacturer damage within the first 6 months of ownership. As you have been told on the phone that the damage may have occurred prior to your possession of it, it is impossible for them to prove this, and as such they have absolute liability to replace or repair the laptop.

However, I do suspect that this one could end up going to small claims court.

Captain Wesker · 12th June 2008, 16:47

Thanks for that!

Dont suppose there are any links to template letters?

MrShed · 12th June 2008, 16:59

I personally dont know of any I'm afraid - but I'm sure someone will, or will have time to knock up a quick template for you(I'm at work and cant unfortunately!!).

HONESTKNOB · 12th June 2008, 19:31

This is an exact Carbon Copy of what happened to me mate. See my thread.
Currys & Sony Laptop

Conniff · 13th June 2008, 16:40

Screens can be broken by lifting the lid from one side and not the centre. I think they should be robust enough for you to lift from one side.

As said before, it is up to them to prove that it is not a manufacturing fault.

Captain Wesker · 17th June 2008, 09:00

Any chance someone can knock me up a template letter?

Thanks

Captain Wesker · 18th June 2008, 20:59

Please? I'm useless at writing letters!

bmoynihan · 16th July 2008, 10:48

I have a link but..

bmoynihan · 16th July 2008, 10:49

I couldnt post it until I have done 5 posts

Sample letters - Dealing with faulty goods

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