As a former Sony tech support agent, this is standard operating procedure. It is in the warranty statement that you will have to restore your operating system before service will be provided. We had very few tools that would allow us to get around this requirement. With a keyboard issue, unless it's something you could replicate in BIOS a format may be required.
After two years of support you really develop a mistrust of customers. In my opinion if she gets a refund I believe she'll make out best. Seeing that there's better than a 50% chance her "sticking keys" are caused by liquid spilled on her computer. 1 sticking key, maybe, multiple and sure as hell there's coffee in there.
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As a former Sony tech support agent, this is standard operating procedure. It is in the warranty statement that you will have to restore your operating system before service will be provided. We had very few tools that would allow us to get around this requirement. With a keyboard issue, unless it's something you could replicate in BIOS a format may be required. After two years of support you really develop a mistrust of customers. In my opinion if she gets a refund I believe she'll make out best. Seeing that there's better than a 50% chance her "sticking keys" are caused by liquid spilled on her computer. 1 sticking key, maybe, multiple and sure as hell there's coffee in there.