I?ve been using Sony Vaio?s for 10 years now and love them. I?ve owned over 15 of them and have had only one screen issue years ago.
I had a few dead pixels on a Vaio, a few years back. It was within the one-year warranty period so I called Sony, they sent me a FedEx box, I sent it to them, and they replaced the screen over $1,200 at no charge to me. They sent me back my Vaio within about 8 days. I?ve had a dead speaker and a dead ram chip on 2 other Vaio?s over the years and they also repaired them, just like the one with the dead pixels.
Not sure what happened to your screen but if it looked like it was user damaged as in an object hit and damaged your screen? Then yes it would not be covered under warranty.
Yes Sony Tech Support level one is located in India call centers and YES they can be a pain to deal with most of all because they generally don?t know much about the Vaio?s and are just referring to online user manuals and other databases they access after you ask questions.
Here?s the deal, when you speak to level one tech support (India) you can ask to be transferred to level two tech support based in Sand Diego CA (same location that does the repairs on all Sony Vaio?s).
Keep in mind that level two tech support is ONLY located in San Diego and nowhere else. I mention this because I have been lied to by level one in that they would just transfer me to another level one person after I asked to be transferred to level two. First just go through the motions and give them you name, and registered info and ask to be transferred. If they give you a hard time, demand to speak with a supervisor in their department if they won?t transfer you and then if that doesn?t work, ask the supervisor to transfer you and you will get through one way or the other. Level two tech support guys (and gals) are very knowledgeable and can give you answers to most questions as well as walk you through issues.
I have a sony vaio vgn fz 140 that I had bought last year. Within 4 months the screen started to go blank. I reported this problem to sony a few times while it was still under warranty. What disappoints me is that I was charged by sony for the repair. To make the matters worse, the customer service center is not located in US , so you cant really speak to some one in US.
I am really disappointed with the customer service provided by sony.
I was adviced by my friends not to buy a sont vaio but I think I made a mistake by buying a sony vaio laptop