Good
day ,
This
is Rafaeil from Sony Customer Relations. We are sorry to hear that you
Sony VAIO laptop is a subject for the issue that was announced for
the model. Please be advised that I am the one who'll assist you with
your concern regarding your Sony VAIO laptop. I will be in touch shortly to
provide a resolution for you.
If
you have any further concerns regarding this matter, please let me know. If
you happen to call our customer service team, please quote this reference
number C-, as I have saved our email correspondence for future
reference.
Kind
Regards,
Rafaeil
| Customer Relations Representative
Sony Australia and New Zealand
AU 1300 137669
NZ 0800 766969
www.sony.com.au
www.sony.co.nz
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|
Dear Mr Ooi,
Please know that I'm overjoyed at having received a
reply. I see that my requests were not applicable. However, I believe an onsite
inspection should be carried out instead of forcing customers to send their
product which is a laptop that could be further damaged. Details are below:
===================================================
・Please let us know your
address.(country, city, etc..)
→
・For your VGN-TZ2,
Have you done inspection repaired?
→No repairs were carried out as the
heatsink on the CPU could not be taken off. The model was therefore untouched.
・Please let us know about your
VGN-TZ 's status.
For Example :
・Can
be used without problems.
・Can not turn on, etc.
→It can turn on only after the DC jack is
reinserted, leading me to suspect issues related to the wiring and overheating.
It will not turn on from battery alone (low batt. Flashing lights). During use,
the bottom heats up to a burning degree due to the CPU - that's a problem, and
sometimes it shuts down to protect itself. Therefore I sent it to the repair
shop to check the fan and thermal paste. They commented that the paste was
horribly dry and of bad quality. I ask those at Azumino in 2007, why couldn't
they use good long-living paste? Instead of cheap st. meanwhile the heatsink
design meant that the screws were too strongly tightened. Therefore not only
was it too high above the CPU, but we couldn't change the thermal paste. This
was in 2015. Only a few weeks ago I saw the horrible notice on the support
page. So I asked for repairs and no one cared except for Sony Japan - please
fix this issue!
Dear Mr Ooi,
If I reside in Nishihara, Hiroshima or go to the main
Azumino Factory directly for personal reasons, would Hokushin Denki or Azumino
be able to repair it? (remember that the 'parts' you mention are just some
sponges and wires! 😊 Also, is it safe to use
the computer at all? I am grateful for Sony Japan's help where their oceania
colleagues have been lazy.
Thank you
Dear Sir/Madam
This is from Ooi who is in charge of the Customer Support
Desk at Sony Marketing (Japan) Inc.
We are really sorry for keeping you waiting.
We regret that free inspestion and repair service are
only provided in Japan.
For that reason, incase you are residing in Australia we
can neither send your product back to Australia from Japan nor provide you
inspection and repair service in Australia.
Besides, regarding to free inspection and repair service
the repair parts are limited, we need to check the avalability of repair parts
then confirm whether we can repair your product.
Therefore, it might be impossible to repair your product
depending on the time.
Your comprehension is appreciated.
If you go to Japan, in order to confirm if we can provide
you repair service at that time or not, please let us know in details.
We are sorry that we could not give a helpful response to
your question this time.
When you reply to us, please do not change the subject of
this email.
Thank you very much.
Sincerely,
Ooi (Mr.)
Customer Support Desk
Sony Marketing (Japan) Inc.
