Amazon.com will not exchange a defective Sony Vaio

[Dizway]

I just want to say, Amazon.com will not exchange a Sony Vaio I purchased from them last week. I received it yesterday and upon bootup noticed a stuck pixel and green cloud around it. They do not consider this defective and will not make an exchange. Nor will Sony make repairs on it. My only option is to return it and take a 15% restocking fee hit or deal with it. Needless to say, as picky as I am about screens... I'm sending it back. It is the Sony SZ330P/B. Does anybody know which store (best buy or circuit city) has a good dead pixel return policy? Thanks.

http://i53.photobucket.com/albums/g67/maxsterling21/SonyLCD-012.jpg

Update: After 3 emails and 2 tech support calls to Sony, Amazon has decided to give me a full refund. I don't believe they're doing this because they acknowledge that the notebook is defective though. I wrote them one final email stating that they can either exchange the notebook or refund my money -15% and that I would never buy from Amazon again

 

[bloodugly]

Tell them that if they don't send you a new one without the issues you described, you will post on every online forum and msg board on earth about their practices. I've done that to a couple of companies before, and I always got escalated to talking to a manager of some sort that gave me what I wanted.

 

[Old Hippie]

CC's dead pixel policy is, whatever the manufacture's policy is. I don't know about BB.

 

[stars]

I've returned lcds to CC for having one dead pixel. Normally I check them out before buying them though. Just ask them if you can check it for dead pixels etc before buying. If for some reason they wont let you, just go to another store that will.

 

[spaceman]

they are a slut of a company.

 

[Pepsi90919]

your link doesn't work

 

[moshquerade]

I have never had anything but bend over backwards service from Amazon. I cannot understand why if you described the defects to them that they don't consider it an issue. Did they justify why they didn't consider a stuck pixel a defect?

And yeh, like Pepsi90919 said we can't see the pic as your link doesn't load.

 

[Dizway]

This is the first email they sent me after I submited a request for an exchange online.

As an industry standard, manufacturers consider more than three
consecutive dead pixels on a LCD display to constitute a defective
product.

As you have only one dead pixel the pixels you described are
not in a clustered formation, we are unable to send a replacement
for the "Sony VAIO VGN-SZ330P/B 13.3" Notebook PC (Intel Core 2 Duo
Processor T7200, 2 GB RAM, 120 GB Hard Drive, DVD+-R Double Layer /
DVD±RW Drive)".

If you would still like to return this item, please write back to us
so that we may make the appropriate arrangements.

 

[Dizway]

This is a second email from Amazon after I tried to explain to them that a bad pixel is unacceptable to ME. Here they asked me to call Sony to determine if it is a defect. I actually did that beforehand, Sony will not even repair a notebook unless there are 3-6 dead pixels. I even explained that the pixel exhibited a glow around it. No go.

First, please accept our apologies for the issues that you have
encountered with your purchase.

It is difficult for us to troubleshoot the problem you are
experiencing. In the case of a defective or damaged product, we can
send out a replacement order at no additional charge.

However, based on the information you provided in your e-mail, we
cannot determine if the computer meets the return/exchange criteria
of being damaged or dead-on-arrival. While you may be experiencing
performance or compatibility problems with the computer you
purchased, this does not necessarily mean the computer is
defective. Please understand that we wish to avoid causing you
further inconvenience by issuing a replacement computer that may
perform in the same manner as the one you have already received.

Therefore, we recommend that you first contact the manufacturer of
the product regarding this matter. For your reference, I have
included "Sony" contact information below:

http://www.sony.com
Local Number: 714-581-2978
Presales: 1-877-865-7669
Toll-Free Number: 800-352-7669
Technical Support: 408-894-0225
BBS: 408-955-5107

I realize that this experience has been frustrating. However,
confirming with the manufacturer that the product is defective will
expedite the replacement process and ensure the return is processed
correctly.

 

[daveymark]

next time read the return policy.

you=pwnt

 

[KLin]

Maybe it's time to stop sending emails and start calling either Amazon or Sony? I would say the "cloud" makes the LCD screen defective.

 

[DukeN]

Got what you deserved buying Sony.

Return the PoS, go buy a comparable Toshiba/Fujitsu/Lenovo/Acer/Asus from a store like Staples that has a better return policy. Will cost you the same probably, and work out better as well most likely.

 

[mugs]

Originally posted by: moshquerade
I have never had anything but bend over backwards service from Amazon. I cannot understand why if you described the defects to them that they don't consider it an issue. Did they justify why they didn't consider a stuck pixel a defect?

And yeh, like Pepsi90919 said we can't see the pic as your link doesn't load.

It's not uncommon to require a certain number of dead or stuck pixels (greater than one) before it is considered defective.

 

[Dizway]

Originally posted by: KLin
Maybe it's time to stop sending emails and start calling either Amazon or Sony? I would say the "cloud" makes the LCD screen defective.

I called them twice and twice the person I spoke to could not help me because it was an expensive computer item. They forwarded an e-mail to the pc department both times. The next step is for me to wait for somebody to contact me via email. That made it even more difficult.

 

[Dizway]

Hey, I'm done with this topic. This was more of an FYI. I was willing to take the 15% restocking fee hit and never shop at Amazon again... anyway, they came through by offering a full refund. Rest assured, I will never buy a high end item (especially notebooks) from them again.

I just called Fry's Electronics and they told me that you can return any item within 14 days. There will be no restocking fee unless something is missing from the box.