[Resolved]  Sony — Irresponsible Service Support

Am addressing this mail to the Country Head of Sony India as well as you as I have not been able to resolve the problem so far even after 4 months of lodging my complaint with SONY India Service Support.

Despite several mails and follow-ups your Customer Support has not been helpful in solving the problem we are facing with the most expensive laptop in the market viz. SONY Vaio Model VGN-Z26GN/B.

Your silence is appalling and the lack of customer support despite several mails and phone calls speaks volumes about your support services !

When we bought this laptop, we did so based on its reputation for reliability and quality. Though there were several problems like the wi-fi chip and frequent reset and system hanging, your service support never bothered to fix the problem. And just before the warranty expired we had the present problem where the keyboard and the touch pad failed, your service support wants us to pay Rs. 16,000 for the cable internally which needs to be replaced.

As the said problem occurred within the warranty period we want this to be done free of cost. This was told to your customer support in early Jan 2010.

Now, its nearly 3 months and the customer support hasn't come forward to do it. Instead they are dilly-dallying and made us suffer as we have not been able to use the laptop at all from time this problem started in early Dec. 2009.

We never expected that the SONY brand would give us so much problems and to top it all the lack of even a courtesy call to complete and service the problem
is further compounded the problem.

We are appealing to you through this email to all those in SONY India in responsible positions to come to our rescue and help us use the laptop which is lying un-used resulting huge loss of productivity!!

Thank you,

Sincerely,


Varadaraj Krish