Sony India — Misguidance by Vijay Sales and misconduct, unethical service from SONY India.

Address:

Mumbai City, Maharashtra

Respected Sir/Madam, This is to bring to your notice, I had purchased a SONY - VAIO Laptop (Model- SVF 15413SN Black) from Vijay Sales, Kharghar dated - 02/04/2014. After purchase, within a week's time i noticed the Laptop was not functioning as expected. Hence i consulted with Mr.Ved (Manager at Vijay Sales), he advised to visit the SONY Service Centre as they do not handle the queries post sales. Hence I had visited the SONY center at Vashi, Navi mumbai. They found there was a problem with Hard Disk and opened a Job Card to resolve this issue. They took a time period of 15 days to approach me with the update as : ''They have resolved the issue and the Job Card was taken back for the said complaint". Within a week's time, I observed the laptop was working very slow with below symptoms : 1. Laptop takes more than normal time to start itself and to come to Home/Desktop page. 2. Basic Applications do not function as required. Due to these problems, I approached Vijay Sales, Kharghar. This time I was attended by Sr. Advisor Mr. Anupam Ganguly. After listening to above complaints, he mentioned that its been 7 months so they could not assist or guide us in this matter. I requested for a replacement of the Laptop, since I was totally misguided and went through a harassment phase during these months of continuous follow ups. On extreme request, he asked his assistant to open a case #[protected] with SONY for me. He assured me, that an Executive from SONY will be attending my residence in 2 days time to check the laptop personally. I got a call from SONY on 2nd day to understand the issue. I had explained the issue again and asked about their visit to my residence. I was taken aback when he replied in a very rude and harsh manner: '' We do not go to customers place, You have to come to our service center''. After this incident, I approached Vijay Sales, Kharghar. I shared above experience with Mr. Anupam Ganguly. Again he called to SONY Call Center and launched a new case # for me, but this time, he didnt share the complaint no. with me. After a weeks time, I received a call from Miss. Manpreet (Customer Sales Advisor - Vijay Sales) to cross verify if SONY executive had attended me or not ? I informed Miss. Manpreet - that I didnt receive any call from SONY this time. Hence, Manpreet arranged for a Conference call with the SONY Call centre to know the status on the new case #. SONY call center executive confirmed- there was no complaint logged for my Laptop issue. After much discussion on this Conference call, SONY executive confirmed - they have logged a new complaint for my laptop. After few days, I received a call from SONY Call Centre - To understand what was the issue with my laptop. Again, I had explained the issue to them, after 5 mins of discussion, I was informed by the SONY exec, there was no such complaint logged for my Laptop issue. Hence, I questioned the exec. ''How did she come to know about my issue and what was the motive behind her call ?'' After listening to this, SONY exec.hanged up the call abruptly. This was a very sorry situation for me, since I as the 'Customer' was left unaddressed and without any relevant information by the Customer Care Exec. from SONY. Again, I approached to Vijay Sales, Kharghar and met Sr. Advisor Mr.Anupam Ganguly along with his Senior Manager - Mr. Laxman. I had to repeat the same story about my laptop and my experiences to the manager. This time they reassured me, about logging a new complaint with SONY. While discussing this, I highlighted them about the Warranty period of my Laptop, which was nearing to lapse from the date of purchase. After listening to this statement, they promptly answered ''We cannot help you in this case further''. It is my humble request to the your team, to help me with the replacement for my Laptop. And allow me to get rid of this situation of harassment from Vijay Sales and SONY both. Its my observation that these two companies have made up their internal processes - Just to make a quick sale and not to extend their support to customers when needed. I strongly believe from above experience - I have been allocated a faulty device on 'Day 1'. Hence they are reluctant to replace it now. I would be immensely grateful, if your team would help me in this matter. Thanking You, Yours faithfully, Mr. Roshan Sonawane. Email - [protected]@yahoo.co.in Mobile - [protected]