Sony Charges $50 Extra to Sell You Laptop with No Crapware

March 21, 2008

Sony LaptopSony and crapware have a special relationship, so much so that it takes over two minutes for its laptops to boot into Windows (compare that with 30 seconds for a MacBook). The company has even issued press statements explaining its reasoning: “The programs are carefully selected and provide benefits to many consumers, up to 30% of whom act on the offers.”

But apparently Sony figured out that if 70% of its customers aren’t interested in two dozen icons of offers (really Sony, 3 to 4 is one thing, but over 20?), the company should offer a crapware-free version of its laptops. Sony, in all its branding glory, has decided to trademark the term “Fresh Start” but has made the huge mistake of charging $50 for it. Here’s the description:

“Opt for a Fresh StartTM and your VAIO PC will undergo a system optimization service where specific VAIO applications, trial software and games are removed from your unit prior to shipment. Fresh StartTM safely scrubs your PC to free up valuable hard drive space and conserve memory and processing power while maximizing overall system performance right from the start. “

I love the terminology. “System optimization service” is what we’re calling a computer that comes without crapware. And by characterizing hard drive space as “valuable” and memory in need of conservation, Sony is effectively digging its own grave. I mean, do they not see that consumers notice this? If this new $50 feature “maximizes system performance,” then what does that imply of all the Sony laptops sold before it?

Also, it should be noted that no “Fresh Start” is available unless you pay the extra $100 for Microsoft Windows Vista Business. Here’s a list of all the crapware Sony installs:

  • Two desktop icons for America Online services
  • At least two dozen icons for random offers
  • Two desktop icons for Microsoft services
  • Napster window in the lower right part of the screen
  • “Watch Hit Movies Now!” icon which requires you to pay to play the movies already taking up space on your computer
  • Internet Explorer preloaded with AOL toolbar
  • AOL set as default search engine with Google not even listed as an option
  • Symantec Internet Security 60-day trial (requires multiple rounds of warnings / scans / updates before use)

*Update* Wired is running a piece claiming that Sony “won’t charge $50 to remove bloatware.” They even have quotes from Sony spokespeople: “There will be no charge for Fresh Start.” Well, I just went to Sony’s website to verify this news and… surprise, surprise, the charge of $50 is still there. Maybe it’ll change soon, but Sony PR and Sony Online apparently need to talk first.

*Update 2* Gizmodo has a brief post that pulls a Sony quote of nowhere: “Starting March 22, Sony will offer Fresh Start free of charge. We want VAIO users to have the best experience possible with our PCs, and we believe Fresh Start will help ensure that happens right out-of-the-box.”

It looks like the consumer uprising today may have had an effect. Here’s another quote, this one from Sony’s Mike Abary, Senior Vice President of the VAIO division:

“We didn’t intend that to happen. We’re removing the $49 charge. VAIO is the poster child for negative experiences people had [with trialware]. We recognize that, and we acknowledge it. We’ve been really beat up by this issue. We’re listening and we’re taking action.”

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Filed Under: Computers, Internet, Sony, Tech News

Viewing 29 Comments

    • ^
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    Most people don't realize this, but Microsoft really tried to clean up the "first boot" experience and to limit how "offers" can be made to users, because they know the consumer can't stand this stuff, and they got sued by OEMs like Sony, HP, etc. Honestly it would drive me crazy to be getting sued at Microsoft for behavior that your chief competitor gets away with. After-all Microsoft's problem with the EU is because the include Windows Media Player with Windows. Doesn't OS X come with iTunes and Quicktime? Yup, but somehow that's not illegal to the EU, even though iTunes is the dominant online music store.

    Anyway, as odd as it sounds, I hope more OEMs follow Sony and allow you to purchase computers without all of the crap. It won't make a huge impact until it happens at brick-and-mortar stores though.
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    I don't think it sounds odd. I'm all for OEMs letting me make my purchases without unneeded crap. The question is the $50 charge for it...
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    Well you have to understand that they make money from that crapware. They aren't just screwing with the customer for no reason. Most estimates have it that they get $40-$50 for installing all of that crap. With the low profit margins on computers it isn't like they can afford to just sell it at the same price.

    I would think that a OEM like Sony that really tries to differentiate their computer products would just stop including all of the crap and just increase prices by $50 though. It isn't like their machines are the cheapest on the market. This either/or approach is what I'd expect to see from Dell, not Sony.
    • ^
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    Right. I realize they make money off of crapware, but they've got to come up with a better way of dealing with their problems. I agree that a buried price increase of $50 would have been much better.

    As it is, the way they've branded this "Fresh Start" supposed "service" is just awful. And people are noticing.
    • ^
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    Re. Sony crapware deal:

    Boycott Sony's laptops. This the best way to show them - from our pocketbooks. The computer companies are getting away with murder.
    Another related topic:
    While Sony do make decent laptops, the repair costs are horrendous. Just to repair a (defectively designed in the first place) dc input connector, Sony wanted to charge me $350!. Pulled out my trusty $1.25 soldering iron and replaced it (2 hours to remove the covers et al) - but was it worth it.
    I was an ardent fan of Sony in the 80s and 90s (great TVs and audio) - but after my laptop incident, no more Sony products for me.
    • ^
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    FYI, sony sucks and has so for some time. I go out of my way to buy NOTHING from sony. Once you start noticing how their shit is built to break, the sooner you see how much of a crap company they are.

    Try noticing how everything is built to break from them. I challenge you. You'll thank me for it with all the money you will potentially save. Just because something looks cool doesn't mean it IS cool. I like to call it a "polished turd", because you can polish a turd and make it look as pretty as you like, but a turd is still a turd.
    • ^
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    @goleez
    Ever think why it would cost you $350 in repair costs?
    Anyway your example is foolish, considering that is a knowing problems with Dell's as well. Hell I've had Macbook Pro with the same problem, Dell, and Gateway.
    • ^
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    What's all this talk about 'desktop icons'? An icon is about the smallest file on your PC and takes up next to no room, uses none of your CPU, and has zero impact on speed or 'optimization.'

    As you implied in your own article, people are not idiots. It's the software running in the background that slows down the PC, not the icons. You could happily delete all 20+ icons and it would have no impact on the programs running. They would carry on burning up your CPU and slowing your machine down regardless of not having a visible presence on your desktop.

    No offense guys, but you might as well be saying one computer is faster than another because its screen is bigger.
    • ^
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    Well duh...just dont buy Sony laptops.
    I buy IBM/Lenovo laptops because they dont have any crapware on them.
    ALso if you buy a Dell (i dont like them but...) just buy thru their "small biz" program and it wont have crapware.
    Only people who are computer illiterate should be duped into supporting crapware firms.
    • ^
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    Bill-

    If icons were only icons, then you'd have a point. It's not the icons themselves that are the problem. But, in fact, these icons are often linked to pre-installed programs on your computer (sometimes gigabytes worth!).

    And Sony has the audacity to say they're doing you a favor by preserving "valuable" disk space if you pay them $50. Like you said, people aren't idiots. They're likely to realize Sony's message is a weak attempt at a marketing spin.
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    "What’s all this talk about ‘desktop icons’? An icon is about the smallest file on your PC and takes up next to no room, uses none of your CPU, and has zero impact on speed or ‘optimization.’"

    Ok Bill. So what happens when someone double-clicks one of these icons?

    Maybe you're trying to say the language in the article is awkward? Fine, but it's perfectly obvious what they are trying to say here.
    • ^
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    Yeah, I never had a problem with crapware because I roll my own systems. However, there are less technically inclined people in my life, family and friends, and they all know that if their machine gets all slow or crapped out, I'll be there and for only $100 will make their system zoom.

    I didn't used to charge but everyone kept hassling me. Now that I charge, they still hassle me, but at least I get paid.
    • ^
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    I have only had one system where I have used it without installing Windows myself, and that has been my Thinkpad. I did end up installing Vista on it, but before that I ran the install of XP it came with for a little over a year. Unfortunately for many consumer Thinkpads are oriented towards business users quite a bit. I'm curious to see how Lenovo's new consumer line works out.
    • ^
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    Well, one way to think about it is that the price of Sony laptops currently is *artificially* lower, subsidized by the crapware. The price of the laptop would normally be $50 higher based upon market pricing.

    If you don't want to pay the subsidized price, you instead pay the market price +$50 -- without the crapware subsidy, Sony is allowing you this choice.

    I agree that this isn't going to garner customer happiness. I Sony had simply released the laptop with no crapware, and a higher price, everyone would be happier.
    • ^
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    Why don't Sony just say that they make $50 from crapware sellers by plumping your laptop full of blubber?

    Oh yes, they don't want to get sued for the things they pull off.
    • ^
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    This why Jason York scripted the "PC DeCrapifier." It saved me fistfuls of hours prepping low-end lappies for the kids.
    • ^
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    I call false advertising- they failed to remove the largest piece of crapware of all- windows. the fact that windows is bundled by default is damn near illegal especially considering MS is a convicted monopolist in many countries. not even considering that sony was the one responsible for some of their DRM'ed media containing a trojan for their own benefit. sony isn't a company anyone in their right mind would support for things like this and their prior traitorous dealings. buy elsewhere
    • ^
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    For those who don't remember, Sony was the company that was using stealth technology to install DRM software on your computer when you listened to certain CD's - without your permission, and without telling you it was happening. This proved to be a major disaster for Sony because this technology was similar to that used by virus writers, was installed illegally, and was done badly. It caused serious instability in the operating system and could make the system unusable if a person tried to uninstall it himself.

    I wouldn't trust Sony with my data or my computers. They've proved to be dishonest and focused on Big Business, rather than the customer. If I pay for a computer, I don't want to be paying for features that interfere with my use of it, in order to further the wishes of greedy companies who are trying to squeeze more money out of me.

    And I don't want to pay for the privilege of removing software that shouldn't be on there in the first place. There is no reason why that software couldn't be put onto a CD that would allow anyone interested to run the programs and take advantage of the offers.
    • ^
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    Y'know, that's fantastic for you people who refuse to purchase Sony, or DEll, or any of these other people who partner themselves with third party offers because you're too lazy to uninstall some programs, but you need to realize that the computers are offered with this software in order to not only get you into their software, but to bring prices down. These companies offer Sony and Dell (etc) money to put this stuff on your computer and that money trickles down to savings for you, the consumer.

    So if the price of the $50 savings is to uninstall a few pieces of software, then I'll save the $50 and take 20 minutes to remove the software (and if anyone thinks it takes longer than that to uninstall some shareware, then you might need that $50 so you can learn the basics about removing software)

    It may not be the best way to do business, but it's the way that's been working for both companies for a LONG time.
    • ^
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    I understand why companies do this and if they want to add crapware to the setup thats fine as well. I am going to format the drive and set it up the way I want it anyway, but for a large number of people this is not an option. Sony could have had it cake an eat it as well. Run a clean line of laptops at the regular price and offer the laptop with various "trail software" at a discount. This way it gives the illusion that you can save a few bucks and you just might find a piece of that crapware you like. Everybody wins and Sony could use a reputation boost after its various blunders of the past few years. They sure aren't the company they used to be.