[Resolved]  Sony India Limited / VAIO Laptop — undue charges for repair under warranty laptop

Address:

Hyderabad, Andhra Pradesh

sony is playing with consumers--habbituated to make undue money by charging to under warranty products.they insulted me by saying customer is not paying their salaries.
its employees not trained to deal with their customers.

hi there!!
again contacted your CC number [protected],on 1/3/2011 at 11.59AM,agent aked me to wait for another 48hours to get the response.
contacted hotline no-[protected] on 1/3/2011 at 4PM, asked to wait for 24 hours, updated with regional head no:[protected].
contacted hotline no-[protected] on 3/2/2011, requested to wait till the eod to receive a call back from the concerned department
& try to get in touch with ro.
today i contacted the ro around 12 PM, one mr.kartheek sv picked up the call & i explained him about all the facts as stated below.
he was talking to me in very rude manner & explaining me to learn how to talk with higher officials, i should be very polite & request him,
if i have purchased a lap top doesnt mean that i have purchased sony & customer is not paying his salary, adviced me to proceed legally
(stated do what you want to do).
can i request for the intervention of higher officials, as mr.kartheek sv has made it clear that he is the only authorised person & he is the final authority.



[protected] Forwarded message[protected]
From: vijay vikram <[protected]@gmail.com>
Date: Sat, Feb 26, 2011 at 10:23 AM
Subject: undue charges for repair under warranty lap top
To: [protected]@ap.sony.com, sonyindia.[protected]@ap.sony.com



This is to bring to your kind notice that I have purchased a sony vaio lap top of model number VPCEB14EN, bearing serial number[protected]as written on bill), from Swetha computers, secunderabad. A.P., on 7/6/2010.

On 20th feb 2011, when I tried to “switch on” the lap top, have noticed that its power button LED glows but the screen is blank.

On 21st feb2011, I contacted your toll free number [protected] the agent guided me as mentioned in the instructions manual but failed to restore the lap top screen.

He advised me to contact the nearest Sony ASC with a complaint reference number 6984022 and has provided your ASC details of Srikara Marketing (Ph.[protected] & Mabood Electronics (Ph.[protected].

I visited Mabood Electronics on 21st feb 2011 itself at about 10.30AM, they kept me waiting for 40 minutes in front office, then I met ASC in charge, he tested the lap top for about 30 minutes in my presence, opened the RAMs connected, removed & handed over hard disc to me , he complimented me saying that I am using the lap top with full of care, by noticing the skin on top of the laptop to protect against scratches, cling film on the screen to protect against scratches and cover on the key pad to protect from dust.

Later he told that to rectify the lap top will consume time, he updated me with a job sheet bearing complaint number WS[protected] & will intimate the status.

On 24/2/2011 I got a call from Ph. No.23203131 at 12.10PM during which time I was attending a meeting in Chennai, informed me that the laptop will be repairable only under chargeable basis since some food item has gone inside, I was surprised to hear this from him, have spoken to him only for few seconds, I questioned him how come?, informed him that I am in a meeting & I will talk to you later.

On 24/2/2011 again I got a call from the above number at 5.38PM, he informed me that the lap top repair cost is involved around Rs.18000, then I informed him that I will approach sony company, he told that he will call me back again & cut the phone.

He called me at 5.48PM as per the promise he made, informed me that he has already escalated the VOC to company & he has got instructions to repair only under chargeable basis, if required can offer some discount.

What is all this? Why I am penalized for purchasing sony brand lap top, I never expected this kind of service from sony. This experience has forced me to write.

For your information currently I am working for Hindustan Unilever Limited as a customer service head, looking after AP and have been associated with customer service industry for over a decade. Having interface with the industry can estimate the situation by the reputation of the firms in the market.

I request you to inspect my laptop as I have handed over with all the accessories as specified in para number 5, how some food item will go in to the laptop? While inspecting the same in my presence on 21/11/2011, even the hard disc has been opened & handed over to me, why the same has not been informed to me?

I don’t want to pen anything more as I have explained everything clearly.

I request your intervention & kindly do the needful at the earliest.

Thanks & Regards
K. Vijay Vikram
Ph.[protected]