Sony — Manufacturer Fault & Poor Service

4 Reviews
West Vinod Nagar, Delhi, India
I have purchased a Sony Vaio laptop on 30 Sep 2012. After 2 days I noticed that Keyboard is not properly fixed. At that time I was on a tour and visited a shop and compared my laptop keyboard with same laptop available in store and I became sure that keyboard is not fixed properly.

As soon as I returned to my place, I logged a complaint with Sony Customer Care under complaint ID 11541667 on dated 10/10/2012. On very same day, a techinician from sony visited to my place and after troubleshooting he told me that repairing is not possible and sony will change keyboard after 4-5 working days. I am not agree for this repairing with a brand new laptop.. He also informed me that as per company policy if there is any manufacturing fault is reported within 15 days, company can replace the laptop.

I had visited to Croma Store from where I had purchased this, they people has told me that they can replace it only within 4 working days but now only Sony can replace this.

Now from 10th I am chasing customer care but not getting any satisfactory response.

Please provide me escalation matrix of sony.
Complaint comments  3 Comments     Updated: Share0Tweet0


Yesterday Sony Customer care executive has promised me that he will arrange a call for me and I will receive it before 6 PM.

Till time I am waiting for their yesterday's 6 PM.
Dear Sir,

We would like to investigate on your concerns. We would need more details to assist you with this concern. Please share your complaint no. with us here. In case you don’t have the complaint no. please share your contact details with us here.

Sony India Team
With great disappointment, I am posting the issue I have been facing with your Sony Vaio Laptop which was purchased from your vendor Krish Infotech situated at PL Sharma Road, Meerut. I purchased this Laptop on 25th December 2013 for my father. On 28th December 2013, my dad started facing issues with this laptop as many of the keys on the keyboard were not working and the machine was hanging a lot so he visited the Vendor again to get the problem resolved. The Vendor informed him that just a refresh will solve all the problems. Since then this machine is not working fine. My father is not a computer expert and his usage is very minimal as he use this laptop to use Skype so that he can get in touch with us or else a bit of Excel for his work. Since the starting this machine is defective but the vendor has been avoiding it for what reasons I do not understand. Within 7 Days of the purchase, this had the below mentioned issues:
1. Many keys in the keypad not working at all
2. System hangs a lot
3. Machine restarts on its own
4. Touch pad do not work at times

My father went to the vendor many times since the purchase with all these problems but the vendor never directed him to the service center instead he kept telling him some very irrelevant reasons regarding the problems. Taking the advantage of my father's innocence, the vendor misdirected my father and always provided him with fake reasons. Now that I was in Meerut, I also witnessed the problems with the machine and 5 days back the system automatically refresher and restarted which deleted all the softwares which were installed on the system including MS Office.

Now that he has crossed all the tolerance limits, I searched for the Sony Service centers in Meerut and took the machine directly to your service center wherein your expert checked something and found that this was a defective machine. He told me that we can fix all the hardware related problems but I will have to purchase all the softwares again. I am really very upset with this. First I had to pay to buy this defective machine then from last 9 months my father is struggling alot with this machine and now again I am the one who is getting penalised for something where I have no fault.

I have been using sony from years now. I never faced any concerns with any of the products. I have a Sony Vaio Laptop, I am using it from last 6 years and I never faced any concerns with it. I have a sony TV and the play station too all which have proved out to be a great value deal. I have been a extremely satisfied customer from years, so I brought another Laptop for my father as I stay away from them and this could be the source of connect for us but this deal has approved out to be the worst possible thing only because the Vendor has been fooling my father from very long now. The only thing that I can make out of all this is that the vendor was already aware about the issues that my father was telling him in regards to the machine. The vendor never even once directed my father to the service center. I do not see any good reason behind such any intention of the vendor.

I have a very humble request for you, the father is an old retired person who requires the laptop for very basic usage and to connect with me. It will be very tough for him to take the machine to service centers every now and then. I have a complete trust in your brand and if you value all that and the efforts being put by my father since the purchase of the machine, please replace the complete defective machine which was sold out to my father by the Vendor. This vendor has caused a lot of trouble already and I request you please provide me the solution to this earliest possible.

I have attached the invoice and the job sheet for your Kind reference and I am looking forward to a resolution from you. My contact details are given detail, please call me in case you have any queries. It being more than a week, I posted this query on sonyindia.[protected], but I have not received any satisfactory revert on this so far. The request number provided to me is 21130634. This laptop is at Sony service center and I won't pick it from there till the time there is no solution provided to me from Sony India.

Shweta Sharma

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    +91 90 2912 0629
    No 14/43 Hameedia Centre 2nd Floor, Haddows Road, Nungambakkam, Chennai, Tamil Nadu, India - 600034
    Sony - Manufacturer Fault & Poor Service