SaferProducts incident

Failure type

Fire / ignition

Incident narrative

SaferProducts.gov consumer incident report 20150202-5EFBD-1466208. Severity: Incident, No Injury. Product: Sony Viao SVE151J13L (15" Laptop computer). Incident: Purchased Sony 2010/2011 with extended warranty. The computer caught fire and started to melt. The consumer sent that computer back to the retailer in 2011. A month or 2 later, the consumer received a 2nd computer. She said that the computer stopped while working, it simply froze. The consumer said that Sony admitted there was a problem with the hard drive in the 2nd computer and they sent a technician out to replace the hard drive. July or August of 2014, the cord that goes into the computer, began to get hot to the touch. The consumer said that when this began to get hot, she called Sony. However, her call was routed to the Philippines (Computer Support). The consumer contacted [REDACTED] in Ft. Meyers Florida again. She said that she didn�t know if this was hardware or technical issue. The consumer had to contact the Philippines, but she said that they were not helpful to her. The consumer said that [REDACTED] never responded. The consumer spoke with Sony Consumer Relations in the Philippines. A technician told the consumer that he could send her $400 and she could return the computer. The consumer said that she did not mind returning the computer, but she had important data on it and she could not lose it. The consumer said that this person was not of assistance to her. (2/2/15) The consumer spoke with [REDACTED] at Sony and asked about getting this matter resolved. [REDACTED] told her he had no authority to act on anything that was told to her by a previous person. The consumer has a computer that she can�t use because of potential overheating. She believes that [REDAC