Sony India — Complaint against poor service response from authorized service center.

Address:

Ghaziabad, Uttar Pradesh

Dear ma’am/sir, I bought a Sony music system model no.MHC-GZR7D/CE12 7 yrs back in 2007, . Now, the system is going thru some sound problems i.e. sound wasn’t not clear and loud. It was the only problem in my system and else was in proper condition. I took my system to the nearest authorized SONY Service Centre (JAYPEE ELECTRONICS, SONY AUTHORISED SERVICE CETRE) located at plot no. - 463, sector-4 in Vaishali, Ghaziabad (UP)-201010 for servicing purpose on dated 30.03.2014 .I thought that some dust particles are creating problems and after servicing it will be fine. There, they tested the system and then I came to know that the cassette & DVD systems are also not functioning, they gave me an estimate of Rs. 3, 500/- and time1 week for the repairing purpose (Copy of Job Sheet attached). After more than one week, I called them up and inquired about my music system, the guy on other side assured me to call me back after proper information .I waited for the day but no call .Next day I got a call from the service center and the boy told me that some type of card needs to be replace for operationalized the system and again gave me the revised estimate of Rs. 8, 500/- and for my consent to it. I was not in the position to negotiate on the phone, and gave my consent for the repair on revised estimate. The time for the repair this time was again one week. I personally visited the service center after 10 days and again inquired about my system. The guy on the duty inform me that, they have tried to repair the card but not succeeded so they indent for the same to the company and requested for another 6-7 days. I again visited the center and this time service engineer informed me that, your system can not be repaired as the support (The new DMB18-A1486622A Card) from the company is not provided to them. They told me the system is old and card is not available with the company and also suggest me to buy new system instead of getting repaired this system. They were unable to repair the system and requested me to take it back. I was very annoyed but was helpless as they felt sorry for that, so I told them pl. give my system back as it was. I insisted for test the system and they feel very uncomfortable .On my serious request, they were ready for that and during test only my FM radio was working and nothing was functioning. DVD drive, USB drive, TAPE A/B, DMPORT and VIDEO/ SAT all have stopped working.Then, I requested them to return my system the position in which I gave you at your service center on first day for repairing. They were unable to do that and convinced me that it was due to DNB card, which was totally damaged during repairing and nothing can be done. Again, I insisted them to give me in writing about the problem. After a very long argument, they agreed to give me in a note in written. I collected my system from the center and informed them that I am definitely going to complaint against this type of behavior o[censored] people and your service center .On this, they said do whatever u want to do. You are free to do anything in this regard. When I was first there at the service center the only problem with my system was the sound was not clear and loud. After getting tested at service center the problem as the service engineer observed was the DVD drive & Cassette player were not working. Now the followings are the problems I am facing with my system:- 1. USB Port not working. (It for was working before dispatch for repairing.) 2. System Remote control not working. (It for was working before dispatch for repairing.) 3. DVD/VCD/CD system not working. (ACD was working but DVD/VCD, I never use before dispatch for repairing) 4. Cassette player not working. (I never use before dispatch for repairing.) I kept it there for more than 1 and a half months and finally took it back from there on 17.05.2014 (Copy attached) WITHOUT REPAIRING and my system was not functioning any more. Its CD drive, cassette player, USB and remote function all had stopped working. It had become a simple JUNK BOX by then. It’s really pathetic that SONY is showing this kind of disregard and poor service to their customers. I feel like one who has been cheated and then humiliated am not able to understand how you all are able to manage such a world class service??? Making jazzy punch lines and mottos are irrelevant unless you really develop the culture to taking care to your customers. I humbly request you to look into this matter and hope for the appropriate actions for repairing of my system and against the mentioned SONY SERVICE CENTRE. Hope for the early action otherwise I’ll go for the other means for justice. Yours sincerely (SHALENDERA KUMAR) +91-[protected] e-mail:- [protected]@gmail.com