Important Notice for VAIO® Computers with NVIDIA Graphic Chip

August 4, 2009

Sony takes pride in the quality of its products. Recently, we became aware of a potential issue affecting the following VAIO computer models:
VGNAR1x to 3x
VGNFZ1x to 4x
VGCLT1x and 2x

The issue involves the malfunction of the graphic chip manufactured by NVIDIA and installed on the motherboard of the affected units.  The symptoms caused by the malfunction of the graphic chip are:  distorted video, display of random characters or blank screen.

In July 2008, NVIDIA announced that some notebook computers with NVIDIA graphic processors manufactured with a certain material set were failing in the field at a higher than normal rate. Since that announcement, Sony, in cooperation with NVIDIA, has been looking into any possible effect to VAIO® notebooks with NVIDIA graphic processors. Until recently we had not identified any VAIO models that were affected by this issue.

However, after closely monitoring the situation, Sony has now determined that a very small percentage of VAIO computers with the NVIDIA graphics chips may be affected.    These PCs may exhibit symptoms of distorted video, random characters or a blank screen due to a malfunction of the NVIDIA graphics chip.

Resolution
As a part of our commitment to quality, for any customer in Canada whose VAIO computer is listed above as one of the affected models and is experiencing the symptoms described above due to the malfunction of the NVIDIA graphic chip,  Sony of Canada Ltd. ("Sony Canada") will: (a) repair the computer at no charge, and (b) in addition to the standard limited 12 month manufacturer's warranty covering the product as a whole, Sony will provide a three year warranty extension for the NVIDIA graphics chip.  The three-year extended warranty will commence upon the expiry of the original manufacturer's warranty.  The expiry of the warranty will be calculated based on the later of the following dates:  (i) the date of original purchase at retail, based on the date shown on the customer's proof of purchase provided at the time of repair; or (ii) if no such proof of purchase is provided, the date of manufacture as shown on the computer's label, plus three months.

If you are currently experiencing the symptom referred to above and your product's model number is listed above, you can request an evaluation of your product by filling out the claim form and mailing it or faxing it to Sony Canada or by dropping off your product at a SONY authorized service facility in Canada.  To find your closest service facility authorized to repair VAIO computers, please go to our Store locator  

If you have previously paid for a repair to your computer due to the malfunction of the NVIDIA graphic chip, Sony Canada will refund you the cost of parts and labour which you paid to replace the product's motherboard (no other parts are required for replacement of the graphic chip).  Please use the claim form to request your refund.  In order for your refund to be processed, you must enclose a copy of your service receipt/workorder for the repair.

In the event that your product is not experiencing a malfunction of the NVIDIA graphic chip, the terms and conditions of the manufacturer's warranty applicable to the product will apply.  Therefore, in the event that the product is outside the manufacturer's warranty or the repair is otherwise not covered by warranty, Sony Canada will provide an estimate for repair.  Furthermore, in the event that the product is not exhibiting any symptoms and no repair is necessary, you will be charged the cost of shipping the product back to you.

This offer is available only to end-user customers in Canada who purchased their affected product at retail, and is not transferable.  For customers currently under a 3rd party extended warranty or service contract, please contact your third party service provider directly. This offer is not available to providers, obligors, underwriters, or administrators of performance service plans, buyer protection plans, or other warranty or extended warranty programs.  This offer is not part of the Sony limited warranty or Sony Care extended warranty plan.

For more information, please contact us at (888) 868-7402.
Questions & Answers

Q1. How will I know if my unit is affected?
A1. Affected units may exhibit distorted video, random characters or a blank screen on the computer screen. This issue only applies to the versions of these models that came with a NVIDIA graphics processor:
• VGN-AR1xx, VGN-AR2xx, VGN-AR3xx
• VGN-FZ1xx, VGN-FZ2xx, VGN-FZ3xx, VGN-FZ4xx
• VGC-LT1xx, VGC-LT2xx
Only affected units showing the specified symptom due to the malfunction of the NVIDIA graphic chip qualify for the offer set out in this bulletin.

Q2. How long will it take to have my VAIO computer repaired?
A2. The length of time necessary for the repair will depend on parts availability.

Q3. Will Sony be offering refunds for affected computers?
A3. Sony will not be offering refunds for affected computers. However, we will gladly repair your computer at no charge, provided that the conditions of the bulletin are met.  Please note: If you have previously paid for a repair to your computer due to the malfunction of the NVIDIA graphic chip, a refund of your repair cost is available. 

Q4.  I lost my service receipt for my previous repair due to the NVIDIA graphic chip, how do I get another copy?
A4.  Please contact your servicer for assistance.

Q5. I have a Sony Care onsite service contract.  Why do I have to send my PC in for repairs?
A5. Sony Canada must verify your computer to determine whether the conditions described in this bulletin are met.  This service is not available through our onsite service provider. 

Q6. Can I get a refund on my Sony Care extended service plan?
A6.  No.  The extended service plan covers the entire computer, while the three year extended warranty covers the NVIDIA graphics chip only and does not replace your extended service plan.

Q7. Can I have my computer graphic chipset replaced even if my unit is not exhibiting these symptoms?
A7.  Sony is not replacing the graphics chipset unless they are experiencing failure.  In the event that your unit is found to have no symptoms, you will be charged the cost of return shipping to you.

Q8. If my computer is exhibiting these symptoms but my manufacturer's warranty is already expired, can I still have my PC repaired at no charge?
A8. Yes, if you have one of the applicable models that is equipped with an NVIDIA graphics processor and the symptoms are due to the malfunction of that graphics chip. 

Q9.  What is the NVIDIA graphics chip warranty?  
A9. For affected units, the NVIDIA graphics chip warranty will be for three years from expiry of the manufacturer's warranty.

Q10.  I already had my computer repaired once for this NVIDIA graphics chip issue, now I'm having the issue again.  What is Sony going to do for me?
A10. Provided that the symptoms are due to the NVIDIA graphics chip, Sony Canada will cover the cost of your repair (parts and labor) at no charge and, in addition to the standard limited 12 month warranty, will provide a three year warranty extension for the NVIDIA graphics chip.  

Q11.  What if the affected PC is outside Canada, can it be it serviced in other countries? 
A11.  Please consult the Sony company doing business in your country.

Q12. What if a customer has an affected PC purchased outside of Canada but now  lives in Canada, how can they get their notebook repaired for this issue?
A12:  Sony Canada will offer the repair service for all affected units in Canada, regardless of country of purchase.  You must provide a return address within Canada when submitting your product for repair.  The three-year extended warranty on the NVIDIA graphics chip will be provided to affected units that are within Canada at the time repair is requested.