Sony — “CARDS NOT ACCEPTED” or no mentioned in "Conditions to repair” of not accepting Credit or Debit Card

Address:

Gurgaon, Haryana

“CARDS NOT ACCEPTED” Information not displayed or no mentioned in "Conditions to repair” that Credit/Debit card are not accepted while taking product for repaid


Hi,

I want attention from Customer Service Manager of SONY on the issue of mislead customers with incorrect responses by Sony Authorized Service Center - Advanced Electronics, Gurgaon.

I gave my audio system for repair, cost of repair of which was approx 3000/-. I went for delivery of my audio system. After inspecting product, I was made to sign receipt note. Once i gave my credit card for payment, i got response that " We don’t accept Card'. I asked them to swipe my Debit card. I mentioned that usually I don’t carry much cash in pocket and i am ok to give my debit or credit card.

When i debated on why card is not accepted, i got following inconsistent & misleading responses:

1.Our Credit Card machine is out of order and has gone for repair with HDFC. I informed that I will come tomorrow or day after and swipe the card, if machine is not working today. I got following response ( point no. 2)
2.Our credit card machine is not working from last 4-5 months and we have raised the issue with HDFC & SONY India Pvt Ltd
3.On further debating, I was informed that we have “CASH PAYMENT ONLY” service agreement with SONY.
4.Another person at reception informed that I should go to nearest ATM and withdraw cash and pay to them, since they don’t accept card at all

I mentioned that such information should either be displayed at counter or printed in "Conditions to repair” clause while accepting product for repair .To which customer care representative rudely replied that he is ready to write that in “Conditions to repair” clause with pen & sign and give it to me.

I would appreciate if SONY India Pvt Ltd, provide response to following queries of mine:

1. Why such big authorized service centers have only payment by cash option?
2. Why such information are not clearly displayed on Center that “CARDS NOT ACCEPTED” or not mentioned in "Conditions to repair” clause while accepting product for repair?
3. Why customer service representatives provides misleading information to customers and take them for granted?
4. What is SONY India accountability in such issues? ( since Advance Electronics easily passed the buck to SONY while responding to my query)

While most of merchants (even a small grocery shop owner) keeps credit card/ debit card machine, to ensure that he don’t loose the customers who are now a days more plastic money savvy rather the keeping cash in pocket, I am nothing less but surprised with dated practice of accepting only cash (whether it is a practice established by service center or by SONY India Pvt Ltd)

At the least Sony India Pvt Ltd should clearly put display board at all its Service Centers across India that “CARDS NOT ACCEPTED” amd mentioned in "Conditions to repair” that Credit/Debit card are not accepted while taking product for repaid.

I wrote e-mail to SONY India Pvt Ltd 7 days back and have yet not heard from them as yet, which is yet another example of taking customers for granted.

Regards,

Rohit Jhamb
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