[Resolved]  Sony (India) Hi - Fi Music System — Complaint about poor quality of music system and Customer care services of Sony India

We have purchased a Hi-Fi music system of Sony – Model No. DHC-AZ2D, Serial No. 6100261 in the name of MR. Rama Shankar Rath on 25th March, 2007 through Unique Electronics, New Delhi. From the day when the system was installed till now, it did not give any technical problem.

In the mid of May, while changing a disk (DVD) in the disk player of the music system, the player did not work. It is neither taking any disk in nor out since then. Rather there is some continuous rolling sound coming from inside. Except the DVD player, rest of its units (FM radio, Tape, etc) are working fine.

This model (DHC-AZ2D) usually gives the same kind of problem with the DVD player. Many of my friends who are having this same model of Sony Hi-Fi music system reported the similar kind of issue with the DVD player. One of my Friends (Mr. shoaib Zahir, residing at Mumbai) has the same model. He too experienced the same technical problem with the DVD player unit and that to just after his warranty period got over. He had written a mail requesting to replace it. The service team of Sony India had visited his place and replaced the unit for FREE.

We wrote a mail requesting to replace the DVD player unit of my music system with new one without charging me any money for that like they did for Mr. Shoaib. I would also like to mention here that its just over 13 months that we have purchased this music system and recently (only 1 month back) the warranty period of the music system got over.

Now after writing this above complain/request to their customer care ID (sonyindia.[protected]@ap.sony.com), I got a auto-generated mail with a Request ID - 2982792. Its being more than a week and no one bothered to revert back to my above request.

Then I called the nearest authorized service station of sony (Shri Amba Service Staion) which is located at CR Park, South Delhi at this number[protected]. Now they are charging me Rs. 550 (+ 12.5% Service charge + Rs. 100 as home visiting charge) as Service charge only. They are also telling us that if they is some problem in the DVD player unit then we need to replace it with a newer one by paying Rs. 4000 to Rs.5000 more even though we have purchased the music system just a year ago for Rs. 20, 000.