[Resolved]  Sony — A mistake causing endless harassment

Address:

Mumbai City, Maharashtra

Hi, I have taken a wrong decision by purchasing Sony VAIO modal no SVE14A25CN. The only good part was first couple of months. After that the story begins… Laptop started giving me issues pertaining to performance as well as wireless connectivity… Performance issue: Slow Speed and system was getting hung. Wireless Connectivity: Frequent Disconnection & Slow Speed issue. While on my other laptop everything was absolutely fine.. Then I called service centre and as always no help from them, other than guiding me to visit service centre.. I left with no option and been to service centre which is there at Sri Sai Electronics Vashi, Navi Mumbai. Engineer said system has to be formatted and will take one day. Since there was a Diwali vacations were going on, he committed 2 days. But it took a week… It's not the end.. Immediately after that FAN Sound started coming in and it wasn’t a normal. The processor fan sound was more than a ceiling fan… It was so embracing that I could not start my laptop if there is meeting with client. Again I called (almost 5 times) customer care. And executive were failed to give me a solution. They were just trying to get rid of this, and suggested such foolish steps to perform which were not at all useful. Then I went to service centre and I was surprised that engineer said that this is a normal sound however he agreed that sound is more than a normal, but was unable to provide solution. He said he will check with the core team and revert to me in couple of days. Since there was no response from him I called him to get solution. But response was same.. “Sir, as of now there is no solution to your issue”… Almost after three months issue resolved after updating drivers.. Since then only I was facing a problem with “screen brightness” and I got used to it as no solution was available and it wasn’t very frequent.. But since month of Jan’14 I am not able to keep screen brightness on a higher side.. I used all features (Fn + F5 & F6 keys / PC Setting Brightness slider) but no solution. So I called customer care today and executive asked me to update graphics driver. I did but version is not getting changed. I am not sure whether provided solution was correct.. I called again as issue was persisting but now “best answer provided by executive”… issue is happening as driver were not updated while upgrading windows 8 to 8.1……… Somehow I was managing rather I should say compromising with my experience and managing my work with same issue. But during end of the March my system started giving more problems. One day it wasn’t getting power on. So I been to the same service center to report the issue or should say to complete my duty to visit service center every alternate month. Surprisingly while showing my system there power issue (not getting turn on) was resolved. However I have informed this to executive and explain other issues such as brightness related and touch panel related. I put my all energy to explain and convince that there might be hardware issues because of the issues are coming up. But I was breaking my head with stone. Executive was saying only one line “there can’t be a hardware issue” why as it’s a Sony product. Had I have any option? No, hence I gave my laptop to the service center to repair and resolve the reported issues… It took two weeks time as the touch panel was not available but after that particular issues were resolved. But a person who purchased Sony VAIO, how can he be satisfied and be happy. The second biggest mistake was done by trusting the Sony again and didn’t go for extended warranty. As I mentioned above the worst part was waiting for me. On 5th August 8, 2014 after almost 14 month of purchase and 3 months of service, the laptop proves the quality of Sony product and it started getting powered of even if the battery is fully charged. If I press the power button it starts again and after a minute or so shuts down. So it was a time to visit to the center again.. (Please do mistake by considering 3 months laptop was working as for more than one and half month I was on a leave hence I haven’t used the system. I visited to center again and I was looking for the executive who handled me last time. Since I couldn’t find him I reported issue to the available executive. But while reporting the issue the executive who handled my case / issue last time came, so I called him and request him to see the issue and make the new executive understand about my frustration. But he wasn’t ready to come out and ask somebody else to talk to me. The new executive was not ready to believe that there might be an hardware issue because of that such issues are coming up, in spite of that started blaming me that this might be because of the way I care and use the laptop and some software related issue… Over and above he said if you want you can go anywhere else to repair your laptop….. Is this what a customer wants to listen from a service center??? The executive was extremely rude to me and couple of more customers. I lost it and came back to my office and called customer care. And spoke to Mr. Ankur Tyagi (Lead) who ensured me that this time issues will be analyzed properly and proper and permanent solution will be given. And he requested me to visit to the center. And registered a complaint against the executives of service centers Next day i.e. on 6th August morning I deposited my laptop to service center and then committed that they will update me by evening about the issue and then further action will be taken. Since there wasn’t any call from service center I called the center to check the status. Representative told me that laptop is yet to be checked hence I have to wait. Today at 11:30 am I called the center again to check the status but the status was same. When I screamed the leady confirmed me that there is an issue with mother board and somebody will call me to give a quote. Since there wasn’t any call I called the center at 3 PM but there wasn’t any further update. I had to screamed again so that further action can be taken then the lady handover the phone to somebody and I was told that you will have to bare INR 30112/- to get my laptop repaired. Good part is I bought it in INR 49000/- Then before I say something to the lady she said “Sir if you can submit the product purchase invoice” I will forward your case to higher department so that charges / quotation can be revised. I informed her that invoice copy was already given at the time of depositing the laptop. I called the customer care and spoke to “Mr. Sumit (Lead) and registered a complaint. Neither I am going to leave this issue here nor am I going to comprise on anything… This is just a start. You will not able to recover the losses / damages what a common people can do……… My email id is sandeep.[protected]@gmail.com