[Resolved]  Sony Hi - Fi Music Systems — Defective system

Hello,
For last one month, I am suffering from WORST quality of Sony service centre and the callousness & robot type attitude of their call centre ladies..This has all forced me to present my case through this email communication so that appropriate authority could take action on it…if not, I would explore other third party options….Otherwise I am still hopeful Sony service management team is sensitive enough to take action based on it..

The long story but cut short here begins from 26 July’2008…

I purchased a Sony music system (Model no. MHC-GNZ333D) from Dayal Infotainment [Shipra Mall, Indirapuram, Ghaziabad] on July 26’ 2008….I choose Sony over other thinking its product quality might be of superior quality and at least professional service quality….
Within few days of installations, the FM subsystem started giving problems….Randomly it worked fully or didn’t work at all….Surprised at the problem at that very early stage, I did what a normal customer expected to do…Register a complaint at the call centre [req. no. 3145705 dt. 04/08/2008]…Mind you, before that I had followed with the dealer to try to resolve it…
So, as expected the technician came and did numerous times ON/OFF of power switch..and it started working….As the problem was having random nature, I thought it started working though logically I was not convinced with him…He didn’t bother check the system either…

As I was expecting, the problem started coming again…This time I made another request again [3181272 dt 16/08/2008]….The technician came on 20/08/2008 and said there is problem with FM tuner and it would take 3-4 days of time to parts come….I was fine..at least the problem was diagnosed [hopeful]…

Now, the real problem started…

When I made enquiry about the status of my request at call centre [Sony] around 25-26 Aug, the lady said that the parts didn’t come yet…I said how long it will take as I was informed it would take 3-4 days…She said that for single part it might take time as all parts are imported from outside India and probably they would wait till more parts order come to fit in a lot….This was totally unprofessional…Then I requested service manager contact number…She refused to give…..I couldn’t get the answer why?...Is there no way to escalate further from these robot like call centre professional?...

Then I made some personal and background effort to get contact number of one Mr. Naveen (Sony service deptt employee)….So, made a call to him on Aug 28’2008…He said your parts has not yet arrived but there is another same part…He would get done tomorrow…

The technician came after a long waiting (initially the time was fixed at 11:00 AM) at around 4:00 PM on Aug 29’2008 with the NEW part….At least, I am bit happy that now I could enjoy my new system fully which I couldn’t do yet right FRM DAY 1…. But that was not the destiny….The technician discovered that the part was not compatible with the system….Any sensitive person could imagine how would I feel cheated and frustrated with the worst quality of service with so much wastage of my individual productive time waiting for the technician whole day, and calling up all kind of service people to get my problem resolved…..Anyhow, the service centre technician went again to collect another part from dealer….He came with another NEW part and fitted it….Alas!! it didn’t work….The technician also said he couldn’t do anything more though he tried very hard…

Now, the every kind of problem-request-resolution cycle has passed with no conclusion except that the part is inherently defective and needs a replacement….I wouldn’t favor any kind of offsite R&D request on the system considering the fact that the system is barley one month old and the problem was coming right from DAY ONE…..So, I request to do necessary action to get the replacement done….


Thanks,
Manish ([protected])