Getting your computer to us

We don't want your computer to get broken, so we ask that you take the time to pack it carefully. The manufacturer's box your computer came in is not suitable for shipping.

Click to see all the different ways you can delay your repair.

1. If you are sending a computer from outside the U.S., email us for instructions before shipping.
   
   
2. Label the computer with your name. Masking tape will do. Don't send any manuals or the AC adapter - just the computer, complete with battery, optical drive, and hard drive (you may remove the hard drive if you wish, as long as you include the optical drive). Include the System Recovery CDs if you get an "Operating System not found" message or something like that when you boot up.
   
   
3. Write down the serial number of your computer from the thin barcode label on the bottom. It should look like *99999999 9999999*
   
   
4. Compose the e-mail described below, and put a printed copy of it inside your computer. If you don't know the carrier's tracking number yet, leave it off.
   
   
5. Place a cashier's check or money order for $150 inside the computer (do not tape it). We will deposit this check only if the repair succeeds.
   
   
6. Take it to a Federal Express store and pack it in their special laptop carrier box ($10). Do NOT use a post office Priority Mail box, because there's not enough room in them to provide adequate padding.
   
   
7. Buy a return waybill (addressed to you) and include it in the box. It will probably cost the same as shipping to me unless you have a business address, in which case Home Delivery charges will not be necessary if you ship Ground.
   
   
8. Ship via your choice of FedEx services - Ground is economical and typically takes about four days - (write down the tracking number) to:

Then click to send us an e-mail with the following information:

• Your name in the SUBJECT line
• The address you want it shipped to
• Indicate if home or business address
• A daytime telephone number
• The e-mail address for notification
• Your Vaio's serial number
• The failure you are experiencing
• Any BIOS or OS passwords
• The carrier's tracking number

We will return this e-mail (without comment) when we have received your computer. Owing to the demands of our production schedule, we will not be able to reply to any further inquiries. Please be patient.

Unless we have a backlog, your machine will normally be returned the next weekday after it is received, unless a heat-related problem is being repaired, in which case up to a week of testing may be required. When we ship your laptop, we will instruct the carrier to send you a tracking number at the e-mail address in your message described above.

OUR GUARANTEE: If your machine stops working correctly, send it back to us and we will either fix it or refund your money. This is the only way a refund can be issued.