WARNING! Sony does not honor its warranty for display defects

I want to share a consumer in-warranty complaint I have against Sony Electronics that Sony refuses to repair despite the defect.

I purchased a Sony notebook PC on May 4, 2010 on Amazon.com and received the computer on May 12, 2010. The product came with a 1-year express warranty. Less than three months into my purchase and on Saturday I noticed that the display panel had developed a dead pixel that is quite noticeable to me.

I called Sony Customer Relations and they referred the matter to a "Sony Product Specialist" who stated that less than 3 dead pixels is considered "normal operations" and Sony will not repair the display panel at this time. I was also placed in conference call with the San Diego repair center which was willing to send a box to me and ship the unit for "evaluation only" and no promise to repair the unit.

I was told by the Sony agent in San Diego during this conference call that if the defect was deemed "normal" then I would have to pay for the cost of repair. I called a local computer repair center in San Jose and was given an estimate of between $400 to $500 to replace the LCD panel. However, the repairman I spoke to said that Sony's cost is far less than my cost since they purchase these parts in quantities of thousands.

The Sony computer warranty comes with in-home repair. The express warranty does not discuss these additional warranty terms and conditions - I believe this is a violation of Cal. Commercial Code Article 2.

I spoke to two independent computer repair centers in San Jose and both of them were shocked that Sony would not repair the display panel, that clearly a dead pixel is a product defect entitled to in-warranty repair.

What really bothered me was the customer relations rep actually tried to say that this repair was at the option of Sony. I responded that this provision in the express warranty is in reference to whether the customer is entitled to an entire replacement unit, or in those specific instances where it is determined that the unit was damaged due to customer abuse or mishandling.

I have obtained from the rep the address to the legal department in San Diego, and their fax number. He would not provide a phone number.

As a side note, this computer also experienced a touch pad hardware failure just a little more than one month into my purchase, and Sony sent out a PC repair person and the unit was fixed on-site at my home. Sony also announced problems with this product series in June 2010 overheating and the plastic chassis melting. They posted a BIOS update to fix the issue, which I installed.

One of the main reasons why I chose a Sony computer instead of other brands that I also looked at including HP, Dell, Toshiba, and Gateway is because Sony is renowned for its high quality display technology. I never imagined that I would experience a defect in the display after just three months into my purchase. I have a Toshiba notebook PC that's over six years old and the display looks as good as the day I purchased it. With all the problems I've experienced with my Sony computer, I will surely not buy from them again.

I have never dealt with such a terrible company that only cares about ways for it to save money and leave the customer unhappy with a defective product that should be repaired pursuant to the express warranty terms, and not rejected due to its hidden surprise terms.

 

Thanks Steve. There is a debate as to when a display is deemed defective. But we have to look at this matter from the consumer's perspective. Sony is known for building reliable and precision made displays. As I mentioned, my Toshiba notebook PC is over 6 years old and used for many thousands of hours and NEVER had a pixel failure. Bottom line: Sony plays hardball. They could fix the display if they wanted to honor the EXPRESS terms of their product warranty. Keep in mind also that the COMMERCIAL LAW requires that when a manufacturer provides an express warranty, those terms in the warranty govern the purchase and repair of the product. The fact that Sony did not mention the so called, "normal operations" standard for what constitutes a defective display panel is a violation of the Uniform Commercial Code, Article II. Sony is required to disclose this standard of repair in its express warranty.

 

Hi Steve,
This is my bottom-line feeling on this issue: if Sony had disclosed in its express warranty that came with my computer purchase its policy on repair of dead pixels in the LCD display, then if I choose to keep the product, rather than return it to the merchant, then that is fine--I have accepted the risk. But a consumer cannot make an informed choice without an opportunity to read ALL OF THE TERMS of warranty. The fact that Sony did not disclose the "normal operations" standard until the defect surfaced is not only an unfair and deceptive business practice in violation of most states consumer laws (it is clearly a violation of the California Business & Professions Code section 17200/17500) it is also unethical and very bad customer relations.
Regards,
David

 

I was able to get Sony to replace the LCD panel in my VAIO notebook thanks to the seller, J&R Electronics, who met with their Sony rep and expressed their concern about this rigid policy to not repair dead pixel defects. I am very thankful to J&R Electronics in New York, but I am very unhappy with Sony Electronics and I am doubtful I will ever promote or purchase their computers ever again.

 

Buyer beware !

Most of these companies do NOT even listen to your complaint in India. One of my client has a SONY laptop where one of the pixel has turned red, right in the middle of the screen. As per SONY, since its only 1 pixel, they are not going to do anything about it. I guess he is stuck with it till the laptop dies.

 

A red pixel is most likely a stuck pixel, rather than a dead pixel which is black. I recommend you try to unstick the pixel by downloading software to do this. Check out this article: http://www.pcworld.com/article/170549/revive_a_stuck_lcd_pixel.html

 

I have already tried it & other utils. No joy.

 

I am real sorry that your client also had this problem with Sony. I have fully researched the legal issues as they relate to consumer law (as opposed to commercial law) and it is very certain that Sony has violated United States federal law. The Magnuson-Moss Warranty Act of 1975 provides that when a manufacturer includes a written warranty the terms of that warranty specifically govern repair and replacement. Sony must repair or replace displays with dead pixels because their written warranty does not state what constitutes a dead pixel defect versus what Sony calls "normal operations" and is not a defect in Sony's judgment (even though you and I know that any dead pixel is obviously a system failure and therefore a defect). No doubt you have LCD displays that are many years old and no dead pixels have ever surfaced. Sony was the first maker that I ever had dead pixel defects.