[Resolved] Sony — Poor customer care
A new Z-series laptop purchased in October 2008 went blink end-Jan 2009. It was given to the Sony Collection center in Lajpat Nagar on 02 Feb. They diagnosed it as a hard disk problem and returned the laptop and hard disk separately for data recovery as they dont provide this service. A search around town revealed that no one knew how to recover data from this hard disk (a Toshiba SATA 320GB) due to non-availability of some "kit". Sony said they will provide a new hard disk for Rs 22, 000/- if I did not want to return the old one. Since the laptop was just 3 months old, I returned the disk (without data recovery) on 12 Feb.
On 16 Feb, when checking with their 66006600 customer care, I was told that the laptop was ready for collection. I went to the collection center on 21 Feb only to be told that the laptop was ready but cannot be collected as the hard disk had not been replaced. Their reason - since I returned the defective disk on 12 Feb, the new disk could not be flown in from Japan. In other words - Sony India did not stock hard disks for the new Z-series laptops costing 124k a piece in India!
If you are thinking of buying a laptop in India - my suggestion is that you look at someone with a better service record than Sony India. If you expect to be getting better after sales service because you paid a premium for a Sony laptop, you can kiss your sanity, money, laptop and time goodbye.
Complaint marked as Resolved Aug 14, 2020