[Resolved]  Sony / Laptop VAIO — UNABLE TO GET REPLACEMENT OF MY NEW LAPTOP, LATEST JOB NO. J20955782 RECEIVED FROM THE SERVICE CENTRE....

Address:

Mumbai City, Maharashtra

Dear Sir,

After a debate with the dealer as well as sony customer care & the request from the sony customer care, I have drafted the following email on dated 08/09/2012 to sonyindia.[protected]@ap.sony.com to get my lap top replaced, but now they are not ready to give the replacement of my laptop. Require your help in getting the replacement of my newly purchased laptop.

Hi,

I have purchased new laptop on dated 24/07/2012, with the following details, I m struggling to get my laptop replaced from the second day from the purchase day. I have interacted with the dealer (4-5 times) as well as customer care (4-5 times) as well as your service centre (Thrice)

Laptop is purchased from the dealer with following details
Dealer Name :- Sidhansh Electronics
Address : G-11, HSU, PALLADIUM. HIGH STREET PHOENIX, S.B. MARG, LOWER PAREL, MUMBAI -13 INDIA.
ITEMNO DESCRIPTION SERIALNO. QTY PRICE VAT(percentage) TOTAL
27554860 SVE14112ENB 7006822 1 29514.29 5 30990
INS(COMPUTER)
NEW-111 2GB RAM (EXTRA) 1 1428.7 5 1500
50666039 TARGUS BAG 15(BAG) 1 0 12.5 0
[protected][protected]--
TOTAL 30942.86 INR
VAT PAYABLE 1547.14 INR
GRAND TOTAL 32490 INR

When I have purchased the laptop, the problem was it get automatically dumped after 15-20 mins.
I have spoken to the dealer, then he told me to get it in the shop. He has kept it in his shop for 3 weeks. The fake response from the dealer was, THERE WAS NO PROBLEM IN THE LAPTOP. After getting it back from the dealer with same condition and response i.e. IF ANY PROBLEM, SONY COMPANY WILL GIVE THE HOME SERVICE AT NEW BOMBAY, KAMOTHE, HE SAID YES. But it was also a FAKE ANSWER given by your dealer, which is came to know after communication with your customer care executive, your executive said, you have to take your laptop to your nearest service centre which is at vashi (new Bombay), he had given me the address.

After the communication with your customer care execute, I went to the service centre, ondated 01/09/2012. At the service centre (at vashi new bombay), It has been told that there is some minor issue with the RAM, frequency of both the rams is not matching, we will have to format the system and get the chipset updated. It will get resolved within 1-2 days. After calling 3-4 times within next 3-4 days, service centre replied “Your problem got resolved, get your laplop from our service centre”.

When I went to your service centre to collect the laptop, “New problem has been shown to your technical team member i.e. desk top screen was continuously flickering”. Your executive got surprised & he told that chipsets were not yet updated, will update it in 5-10 minutes. He gave me lap after 10 min. and told your problem got resolved.

I told him, if any problem then I will get it replaced with new laptop. The same day i.e. on 08/09/2012 when I went to home, after 15-20 min. of working, laptop had same problem.

I have spoken to customer care on 09/09/2012 (Today), he has tried to get it resolved on the phone, but after the communication, it has been told that, take your lap top to the
servicecentre again, tell them to get it replaced as per the SONY’s policy and write an email to sonyindia.[protected]@ap.sony.com for replacement of your laptop (You can check the service request ID:[protected] from your tele system).

When I went to service centre, I have got new JOB NO. J20955782, which is not consisting of my previous JOB NO. After the communication with receptionist, she told me the old JOB NO.J20863817.

AFTER THE ABOVE WHOLE STORY, CAN I CONCLUDE THE FOLLOWING……….
HAVE I DONE THE MISTAKE BY PURCHASING THE LAPTOP FROM SONY?
HOW IRRESPONSIBLE YOUR DEALERS ARE?
HOW BADLY YOUR SERVICE CENTRES HANDLING YOUR CUSTOMERS?

It’s my request to you TO REPLACE MY LAPTOP WITH NEW ONE or COULD YOU PLEASE RETURN MY MONEY BACK TO ME WITH THE INTEREST. I have already wasted lot of time and also the opportunity to improve software my skill sets. So please do not waste my more time. Your immediate response is expected.

Regards
AMIT S. PHADTARE
CONTACT NO. [protected]/[protected].