How to contact Sony for Nvidia G84m failure

[grholla70]

I have a Vaio VGN-FZ 21m with faulty Nvidia GPU. Sony support site recognises the problem and offers free extended warranty repair, but all contact options fail because their system recognises the serial number as out of warranty (room 101 scenario). The 35p a minute helpline goes through to Belgian automated message that the number is not available.

Can anybody help?

[trollson]

I have the same issue here with a Vaio VGC-LM1E which has a failing GPU.

I tried raising a support/service request on the Sony support web site, but when I got a reply the question had changed to "How can I contact VAIO?"...

For hardware purchased In the UK, the "Sale of Goods Act (1979)" (as amended) is applicable:  In the case of a manufacturing fault (such as the defective GPUs), the retailer is legally obliged to repair or replace the item for six (6) years after purchase.  This is irrespective of any warrentee period.

If the retailer was not Sony you'd have to go back to them instead to take advantage of this route -- although I have had good response by directly approaching the manufacturer in the past (since it would be cheaper in the long run for them to sort out a repair/replacement than for it to go via the retailer).

Ref:

• Release by Sony on NVIDIA fault.

[grholla70]

Thank you trollson - in a last ditch attempt to resolve the problem, I spent a few £ on the 35p a minute helpline. Inevitably they considered the fault to be software based on my machine, so have uninstalled the existing NVIDIA drivers and reinstalled 3 helpline-recommended drivers and patches. That was only 2 hours ago, so I'll keep you posted if the fix works!

[Thalamus.]

Unfortunately the only way I know of for you to contact Vaio support regarding your graphic problem is via the out of warranty number..:smileysad:

You can find the number by either clicking Support at the top of this page or use the following link:Vaio support

Under Log-in option 1: Enter your vaio models serial number, which you should find on the bottom of your Vaio.

Then click Log-In

Once logged select Get In Touch.

[shadeyboy]

This number no longer works, I tried many times yesterday = after you put in all your details , you get a recorded message saying this number is no longer in use,

Can anyone tell me any other way to get this resolved,

                Thank YO.

[trollson]

With the fault on my system, the graphics display shows corruption during initial boot, before the OS has loaded, and so can have nothing to do with the OS's graphics drivers.

Meanwhile, I contacted the nearest "Sony-certified" repairer, and they want £75 up front to diagnose the problem.

[Petrus929]

Hi,

I also have this problem (screen distortions from Power on) with my Vaio VGN-SZ71MN/B, I contected the support with the link above (get in Touch/show further contact options) but they say the my nVIDIA GeForce 8400M GS GPU is not affected and thus offered me only a out of warranty checkup and repair, non free of charge of course.

I know that this GPU is in use in other models and brands. (see this - http://www.nvidiasettlement.com)

Sony does not acknowledge thsi. Anyway, I will keep looking for some way tho get this thing fixed free of charge.

If you guys are in UK, this might also be of interest

http://www.nvidiadefect.com/

Good luck,

Petrus

[grholla70]

Hi everyone

The day after my last post, all the symptoms returned. However, persistence seems to be the key. I called the premium rate number again (as Sony Support emails are 'no reply') and was a bit more insistent about the fault being down to the GeForce 8400M GT GPU. The outcome was that they would pick up the laptop, but only if I agreed to a minimum charge of £57.58 (to cover courier and inspection costs) in the event that the fault was not down to the GPU.

As my machine was out of warranty, I took a leap of faith and agreed. After that everything improved dramatically - I was contacted by Sony's repair contractor (Flextronics) who arranged collection and delivered it back within 3 working days. The service sheet showed that the Motherboard (which houses the GPU) had been replaced free of charge.

That was back on 07th February 2011 and dare I say it, the laptop has behaved itself since then.

Good luck & thanks for your help

PS the phone line does only seem to work intermittently and sounds like it is based somewhere in Benelux

Message was edited by: grholla70