LCD Streaking

[jagojago12]

I have several white streaks on my LCD screen on my laptop. They recently appeared this morning and I called SONY support to get an RMA.

They told me "streaks commonly occur when the laptops are dropped, or when you put them in a laptop carrying case." (really? I guess you shouldn't put your laptop in a protective laptop carrying case anymore What a bunch of bull) I have never dropped my laptop and I haven't been carrying my laptop in a carrying case in a long time. Basically, they were being really anal about this possibly being physical damage that I did. Understandable, since a LCD screen is expensive to repair and in my case it probably needs to be replaced altogether.

Honestly, I think the LEDs in the LCD are possibly dying. They are constantly white and are very noticeably seen in darker backgrounds. I took a picture with my camera, but it doesn't show what I'm saying very well.



My concern is that when I bought this laptop from Sears, it was a display model (All the others were sold out) and it has 1 very noticeable scratch to the laptop case on the underside and 1 somewhat noticeable on the top of the case





Since SONY is so anal about their customers damaging their stuff and asking for a repair, I think they will assume that I dropped my laptop and refuse to repair my LCD screen free of charge. Repairing/replacing a LCD screen is very expensive, so I don't want to pay for the massive repair & labor bill. What am I to do? I think I'm screwed.

*edit* Had to edit a picture so it wouldn't show my Windows XP CD Key.

[serotone9]

what they are saying sounds like total bull. putting a laptop in a carrying case causes streaks on the LCD? rofl.

don't take no for an answer. keep reiterating that you did NOT drop the laptop, and that the streaks are apparently a DEFECT that has nothing to do with you. keep asking to speak to supervisor after supervisor until you get the matter resolved favorably.

what's the warranty situation with Sears, btw? too late for an exchange?

[jagojago12]

Originally posted by serotone9
what they are saying sounds like total bull. putting a laptop in a carrying case causes streaks on the LCD? rofl.

don't take no for an answer. keep reiterating that you did NOT drop the laptop, and that the streaks are apparently a DEFECT that has nothing to do with you. keep asking to speak to supervisor after supervisor until you get the matter resolved favorably.

what's the warranty situation with Sears, btw? too late for an exchange?

I haven't told SONY about the scratches on my laptop yet. I'm not sure if I should tell them, because if I do, it may ruin the chance for me to get a RMA because they will think the scratches came from dropping the laptop. That will perfectly support their reasoning as to why I have streaks. I have a lot of doubt that they will believe what I have to say just by talking over the phone.

Currently, they are waiting for me to fax them my bill of reciept from Sears to prove that I have purchased this laptop. After that they will ship 2nd day a laptop shipping box to me where I will ship my laptop to them for inspection and possible repair.

As for Sears, they have a 90 day warranty I believe. I never bought their extended warranty service though . Too late to do an exchange since I'm pass the timeframe . I'm not sure what I'm going to do. If I keep quiet, they will probably deny me, and if I tell them, there will probably be nothing they can do over the phone since they probably won't believe me.

This could potentially get ugly..

*edit* I've had this laptop for about 9 months now. My warranty ends this September 19.

[SkyDog]

As part of a former job, I used to do field repair on systems under warranty, so I'll just relay my past experiences:

I've never seen a manufacturer be picky about scratches on a laptop case. They're meant to be lugged around, so nicks and scratches are par for the course and they're designed to take that kind of minor damage. If the case is cracked or the internal posts where screws attach are cracked or broken, then they might assume it was dropped.

But I haven't worked on a Sony laptop under warranty before, so I can't say for certain how they'll treat you. I've had a lot of experience working on IBM & HP laptops, and I'm confident either of them would replace your LCD under warranty with no argument whatsoever.

[serotone9]

just tell them as little as possible -- or, put another way, keep it as simple as possible. the LCD has a defect, and you want it repaired or replaced. it's still under warranty, and you don't feel there should be a big problem with them honoring their warranty. end of story. they don't need to know about the scratches on the case, because that's not what you are even complaining about.

the fact that it was a display model also supports the reasoning that it was damaged while on display, before you even bought it, and the damage is just showing up now through no fault of yours. so don't be so quick to argue their side for them, they will do a good enough job of that on their own. as far as you know, the display was perfect when you bought it, and now it has this problem through nothing you did. it's still under warranty, so you would like it fixed. it's as simple as that.

[Derringer]

You could also report it to PC Magazine or PC World. They might be able to pressure Sony into repairing it or replacing your laptop.

[jagojago12]

Originally posted by Derringer
You could also report it to PC Magazine or PC World. They might be able to pressure Sony into repairing it or replacing your laptop.

That'd be pretty cool, you really think they would publish an article about it if Sony refuses to do it?

[mozilla4]

I don't think they will publish an article, but they will lower Sony's "vendor reliablility." Sony doesn't want any bad press.

[Thunderbird1GHz]

Sony doesnt seem so realiable, well my 21" better not die soon

[bldegle2]

if you bought off display and with the scratch already on it, just tell them that if it comes to it. does the receipt show it was sold as a display item????

i would imagine Sears gave you a discount for the damage, but assured you the manufacturer's warranty would prevail.

weird on the streaking.

good luck.

baldy