Faded keys on VGN-CS11 - Sony want payment!!

[foxynats]

Hi all,

Just thought that I would bring this to your attention in case you all end up in the same position as me...

Basically I sent my VGN-CS11 white laptop for repair because of the excessively loud fan noise (for more info please see this thread: http://club.vaio.sony.co.uk/clubvaio/GB/en/forum/viewthread?thread=59310)

Anyways whilst I was on the phone I asked if some of the keys could be replaced because I have had an ongoing dialogue with the Sony team about the keys fading to the point where I can't even see the letters - This happened on a couple less than 2 months after I received the laptop and is affecting more and more keys.

HOWEVER... I had a voice mail saying that the replacement of keys will be chargeable (£217!!) because this falls into 'normal' wear and tear!
I am sorry.... But I only purchased this laptop at the end of Feb and to have about 10 keys with this problem is NOT normal wear and tear. I purchased this laptop to replace my old Acer which lasted a good 2 years plus with the keys all in tact.

As you can imagine I am VERY unimpressed with the quality of the Sony Vaio laptop and was wondering if any of you guys had the same problem?

Obviously i do not want to pay £200+ for a few keys.

Anyone's help on this matter would be much appreciated as I am going to give them a call back on Monday. Thanks.

[Love4MusicUK]

I don't have that problem as i've only just had my laptop a few weeks but this is NOT on. They should last longer than a few month and for Sony to to charge for that is wrong!I hope mine don't end up like that. Just wondering: would Sony charge for a replacement space bar or possible keyboard? My space bar has a habit of not registering presses every now and then

[foxynats]

^^ They said that they would send me 5 new keys free of charge but i need 9!!
And i am sooooo not happy with the quality of their customer service, although it is 'only cosmetic' it makes my laptop look a mess and so so cheap.

Also worried what will happen outside of warranty?
Guess they just won't be bothered to send me any - anyone know?

xx

[luisarn]

^^ They said that they would send me 5 new keys free of charge but i need 9!!
And i am sooooo not happy with the quality of their customer service, although it is 'only cosmetic' it makes my laptop look a mess and so so cheap.

Also worried what will happen outside of warranty? 
Guess they just won't be bothered to send me any - anyone know?

xx

In my opinion Sony should fix the keys for you since it's still in warranty and I'm pretty sure the wear shouldn't happen in 2 months even if you type those keys 24 hours a day non stop.

I'll escalate this issue to the VAIO-Link headquarters to see how they could help you those keys.

[foxynats]

Hi Luisarn,
Thank you so much for you help on this matter.
I totally agree with you that it shouldn't happen in such a short space of time.
Really hope you can get a positive outcome.

My main concern is in the future if this continues to happen - I guess Sony will be a lot more reluctant to send keys for an out of warranty laptop?

Thanks again!

[foxynats]

Just wondered if there has been any update on this as i can't see three (almost four!) of my actual letters now.
If you could get back to me that would be great as I really need to get this sorted.

Thanks.

[Thalamus.]

Hi Foxynats,

I believe Sony have been in contact with you.

[foxynats]

Hi,
Yes, they got in contact on Thursday.
I have just sent over a picture showing the worn keys and will let you know the progress of this matter.

Thanks again, Natalie.

[foxynats]

Argh... I am so mad with Sony. I honestly never believed I would have these kind of problems with a more expensive laptop!
My keys (ones which weren’t replaced on the first lot) have now faded and Sony have stated that they DO NOT REPLACE keys anymore and that they can only be purchased for a cost – I am sorry but that is unacceptable as I have had this problem within just a couple of months of owning the laptop and I have a letter from their customer services saying that they would provide replacements whether my laptop was in or out of warranty (it’s still in warranty)
Can anyone escalate this? I know the problem was dealt with much more efficiently when someone from this forum made a not of my problem.

Thanks, Natalie.

[foxynats]

... can anyone help?! xx