[Resolved]  Sony DSC W320 Cyber Shot Camera — Defective camera : No resolution

Address:

Delhi

Hello,
I bought a Sony DSC W320 cybershot camera from Finland in May 2010 expecting high quality product and services. However to my surprise the camera started malfunctioning within a couple of months - it started getting hung with a light green display and required me to take out the battery each time in order to make it function again. To get this issue checked I took the camera to Sony's south extention service center where after checking it for about 5-10 mins, the technician told me that there was no issue found with the camera.

I continued to use the defective camera with the same hard boot (taking out battery ) trick uptil last month when the camera suddenly stopped powering on inspite of the battery being fully charged. I again took the camera to CLUB ELECTRONICS (SONY AUTHORIZED SERVICE CENTRE) South Extention on 28th August'11, where I was told that it will require an inspection.

After two days of submitting the camera, I got the due call on 30th Aug'11 and was told that there is some motherboard to be replaced due to some circuit issue that has come up - please note, the technician maintained that the cause doesnt seem like a physical damage or spillage.

Now, came the big surprise - I was told that since I bought the camera outside India, the 3 year warranty wont apply and I'll have to pay INR 2965 for the same. When I queried more, I was suggested to call up on SONYs toll free number [protected] and get details on how international warranty could be bought for the said camera.

BIG QUESTION - how can there be repair charges of INR 3000 for a camera costing INR 8000!!!

Anyways, I called up [protected] on 30th Aug'11 and the agent logged complaint number 8051632 and assured me that I'll get a call back from the concerned service department within 2 days.
When I didnt get a call, I again called the tollfree number on 2nd Sept'11 and was told that my complaint has been escalated further and I should get a call back within 1 day.

The same message was given to me again yesterday (6th Sept'11) and only when I insisted was I told the name of the service manager (Ms Vinita Tyagi) and Sony India boardline number[protected]. I tried contacting her yesterday, but couldnt get through. Finally I got to speak with Mr Urvashi who maintained that only Ms Vinita Tyagi can address this but her number is busy and that she'll arrange a call back.

IMMEDIATE QUESTION to SONY: 9 days, 4 customer calls and still no revert to the customer - is this how SONY works!!!

I bought the camera expecting it help me capture special moments of my life - but this whole experience has actually left a bad taste.

I'm still looking for a call back and expect help /advise from SONY on how this repair should be taken forward. Such exorbitant repair charges are unacceptable and I sincerely hope SONY India takes a look at the case, specially with the running defect (hung screen with green display) and the fact that it has been bought only last year (May 2010).

Would appreciate a quick response / call back and apprpriate help to get the problem with my camera resolved without these exorbitant charges.

Regards,
Deepak Taneja
Mob# [protected]




Reply |Deepak Taneja to sonyindia.care
show details Sep 12 (1 day ago)

Hello,
Immediately after I wrote the email below, did I receive a call from Ms Vinita Tyagi, who patiently heard my problem and offered 25% discount on my next purchase of a SONY cybershot. This she said has to be confirmed by me over email, so she took my email id to provide details of the offer etc. It's been 4 days again now, and inspite of 2 calls to the toll free number [protected] again, there is no correspondence from SONY.

I would really appreciate someone to get this resolved at the earliest and put an end to it.

Regards,
Deepak
Mob# [protected]


Reply |Deepak Taneja to sonyindia.care
show details 11:47 AM (2 minutes ago)

Its been 17 days now - umpteen number of calls (i've lost track how many), but Ms Vinita Tyagi is elusive. Got through SONY india board number finally but Ms Urvashi tells me that Ms Vinita is not reachable again...Got knows how many days this will continue...I'm now going to put this on some consumer complaint portal hoping somebody will have a look and care to address a customer issue.

Thanks,
Deepak Taneja
[protected]