Sony — laptop caught fire

Hi,
This seems to be a case of overheating, company should take responsibility of it . I faced an issue of overheating of Viao E series Laptop( 13 Jul 10) wherein its plastic melted, luckily it did not catch fire. My matter is still under consideration with Sony. Frustrating part was when an engineer at service station instead of empathizing alleged the charred plastic to be due to external heat like table lamp or use of heat gun for Lamination . My Laptop is just 6 days old, brought from authorized dealer .I called up customer care reporting the issue and the interesting executive offered to replace the melted plastic, silly and Idiotic stuff to offer when this is a case of customer safety. I am repenting now for buying a Viao model .There is something wrong with the company, Sony is not the same any more which used to be a pioneer of quality. I learnt that about half a million Viao's were recalled ( Viao F @ Cw models) due to over heating.I think the image of Sony has taken a beating in comparison to its competitors.
Its high time Sony, focus on quality and not on quantity and restore the confidence back to the customers.


P Salaria
Jalandhar
Punjab

Viao E Series Overheating & Plastic Melt Issue


Hi This is in continuation of my complaint mentioned above.

This is about my Viao Laptop I purchased on 7th July From Reliance Digital, Jalandhar. Model No. VPCEA15FG, Serial No: 7004294 . On 13th morning I discovered that the plastic on the left has melted also some part of the panel also deformed, I took it to the Service Center at Jalandhar, Mr. Malhotra upon examining said that it because of external source and after further argument he sent it to Ludhiana Service Center, they kept it for 4 days . Mean while I had a word with Eng. Sanpreet Singh and Abhay from Ludhiana over the phone, Initially they argued and then they tried investigating the issue. I was contacted by Mr. Simarpreet Singh (Area Service Incharge) who decided to replace the cosmetic part and assured that it will take 7 working days to order it and the problem will not happen again.
After all the deliberation they sent the Laptop back to Jalandhar and I received it at 9 PM through Mr. Malhotra.The very next day i.e Sunday I turned the Laptop on only to see it shutting down after 2 -3 minutes and its left side seemed very hot, it kept happening .I called up Mr. Simerpreet and informed it, he seemed indifferent to it and finally he asked me to take it to service center Jalandhar . Today at 10.15 AM I reached service center and showed it to the engineer, he also witnessed it shutting down in 2-3 minutes . He opened it up and found that the Fan was not working, he replugged the fan cable and it started working again. I made Mr. Simerpreet talk to the engineer here at Jalandhar who clarified that the fan cable was not plugged nicely . This is sheer ignorance and incompetency of Ludhiana Service Center. Then came into picture Mr. Manoj ( Branch Service Incharge, North ), he argued about the Fan cable and attributed it to the transportation . He was trying to transfer the entire blame on me . After much arguement he decided to escalate this issue to his superiors and gave me an SLA of EOD today i.e 19 th July 10.
Now The big question is :
1. Isn't this issue a question of safety hazard for a customer, plastic melting because of overheating.Anyone could be at risk.
2. Callous customer care : I called up the Sony Customer care guy and within a minute he offered to replace the cosmetic part.He didn't even try to figure out the reason of melted plastic.
3. I had been cited by many people from Sony that no one has reported such issue with this model. Am I going to wait for someone else to get affected before I could get justice ?
4.What if it reheats and this time more severely with disastrous outcomes, it sounds scary.


I have lost faith now in this brand, I had been very passionate about Sony brand, I have almost everything with Sony's label, I am afraid my thinking will change here on.

With all the harassment, mental torture and wastage of time caused I look upon Sony to take my case seriously and replace the entire system as its not even fortnight old.
I am an informed customer using Laptops for the past 5 years now and could make out where the problem is.

Please let me know when my issue will be addressed .



Parveen Salaria
Mob # [protected]

Hi,
Thanks Sony for showing great concern over the issue and exhibiting prudence in deciding to replace the affected Laptop with a new one.

I think this is enough to restore my faith back to Sony.

Thanks Once again to Team Sony .

Regards,
Parveen Salaria
Mob # [protected]

Dear Sir / Madam,

I have Sony Digicam model no T70. My camera got started vibrating continously. My camera is under waranty and given to Mira Road service center in mumbai on 26.07.2010. This is my follow details of my job sheet.

Model No: DSC-T70
Customer Name: Sujeet Sinha
Serial No: 2441788

after submitted my camera to Sony service center, I have been called me up 3 times to return the camera and they always says that the camera is ok and I can collect the camera. But till now the camera is in same condition and after 3 weeks they could not able to repair my camera. Now they stopped talking with me on phone and not able to give the status about my Camera. It is very sad that if any customer calls to the service center and they don't reply or not in a condition to tell me about my camera.

I think service center should take more then 2 weeks to repair a camera. If this camera is not in condition to repair then The SONY company should give me a new camera insead of my fault camera.

I have given a complaint on Sony Toll free number and my complaint number is 5769502. This email is my last approch to you and next I am going in consumer firm to claim for Rs. 2 lac for the camera and harasment done by service center from last 3 weeks.

I have SONY VAIO model no VPCCW26FG. It is just 3 months to purchase this i5 model at 58000. I have invested huge amount in this. Now many time when I trying to start the machine, it doesn't start only. After removing the battery and on charger also it doesn't start, I have submitted this machine to Santacruz Service center, and in last 1 month they are trying to repair this machine. They have changed the mother board and harddisk in last 3 weeks. and they returned me this machine in ok condition but after using 4 days, its stopped again and doesn't taking power at all. This happend to me every week from last month, They have taken my laptop 4 times and returned also in running condition but my laptop runs for 4 days and it stopped.

I heard that this model also stopped selling and this CW is changed to E model. Now if this CW model having some problem then They should change my laptop also. It is very sad that I hv invested 58000 and the laptop doesn't work.

This time they have changed my hard disk and I am working with same machine and this is working proper till last time. Yesderday night again it stopped and doesn't getting any power, but this morning it starts autometically.


I am thinking to give a legal complaint againg SONY company of CW series and wanted some money for harasment done my service center from last 1 month.


Sujeet Sinha
Mumbai
[protected]

Sir,

I have purchased a sony Vaio E Series laptop on 18-August 2010. and it's not even a week past, the laptop has stopped working. The details of laptop are as follows:

SONY VIO
Model # VPCEA25FG
S/N # [protected]

As soon as it boots, the laptop hangs with no lights blinking. will stay like that and then restarts. This problem started on immediately before I could make a recovery disk for the same. I tried calling to customer care and they without probing told me to take the new laptop to service station as they don't have any resolution for the same. I tried to tell them I have tried to run the dis gnostic tools but the Laptop will just hang after sometime.
Later on I discovered that BIOS interface status showing hard disk as "NONE"(refer to attachments) that means 'No hard'. and the message now coming on laptop is "Operating System not available".

This shows the customer care is making fool of me as the problem looks like of Hardware and not of software

Although the laptop was overpriced I purchased this laptop because of the reliability and Quality assured by "SONY".However, This came out to be a very poor quality product delivered by "Sony". This has been a disappointment by "Sony:.Now, I want "Sony" to take their laptop back and I shall be refunded my money as they have just delivered me a very poor quality product and made no effort to even fix the my problem.

Please consider this a formal Notice and appropriate action shall be taken immediately from "Sony", failing to which I will be bound to approach Consumer Forum against Sony for delivering poor quality product, providing false information to customer and providing nearly no Service

I would request for compensation for harassment I have gone through on.


Sunil Mehta
[protected]

Hi Sony,

Its just to bring in your notice about your ridiculous service which have harassed me a lot after the purchase of Rs32000/- handset"xperiax10".

Please go thru the mails to be familiar with the issue



fromAnkur Narwania, CPIM <cpim.[protected]@gmail.com>
toxperia.[protected]@support.sonyericsson.com,
sonyindia.[protected]@ap.sony.com

cc"ankur.narwania" <ankur.[protected]@jda.com>

dateSat, Nov 6, 2010 at 3:55 PM
subjectFwd: Complaints-Xperia X 10(Informal:Notice)
mailed-bygmail.com

hide details 3:55 PM (1 minute ago)


Hi,

Its with regard to the below mail
I am really feeling pitty on my purchase of sony xperia x10 about 4 months back.
Since from the purchase date till now am just harassed.
The set has manufacturing defect and we brought this to the notice of the retailer also who asked us to got to service centre.
From last 3 months approx. am just busy talking and visiting service centre and not able to use my handset on which i have spent
Rs32000/-.And now more then a month has been passed, the service centre has kept my phone and not giving back my handset, stating a reason that its not repaired yet.That was the 2nd time the set was taken back by the centre for repair.
I am emotionally, mentally, physically harassed so much that i simply want my money back asap.
My last work order no is
work order nodate on which set was given to centre
se[protected]th oct2010

So, its just like the sony has taken my money and now handset as well.Is this the way to treat the customer who have bought
your most premium hand set-xperia x 10...
Also your helpline numbers are useless, i have tried many times on the below mentioned no but no body replies [protected]
[protected]

i need immediate action.

The Earlier Mail wich i have sent to sony was

Hi,

I have bought xperia X 10 some 2 months back.Since from the purchase date the handset speaker and mic are behaving weirdly
I also took it to service centre-sony but of no use, they changed some part but the problem is still not solved
I came to know that xperia x10 has manufacturing defect as I met many guys facing the same problem.

If I don’t get a positive reply back soon then sony will hear it from me for the mental, emotional harassment it has created.
I won’t mind going to Media to articulate the harassments sony has done to me and still doing to other users who are buying this product even after knowing that there is a manufacturing defect and still selling it in the market .Why anyone would buy Sony products which are not even solving the basic purpose but creating troubles only and that too for a product targeted for niche segment.

I need this product to be taken back and paid for all the harassments

Ankur Narwania
[protected], My new contact no is [protected]

I purchased a Sony NWZ B 142F last year. The first piece I got gave defective audio and was replaced on spot within 5 min of purchase.

The player soon in 2 months time stopped delivering bass and I being a student gave it to sony center Jaipur during vacations I collected it 2 months later only to be informed that there is no defect.

I myself the went to another service center in Jaipur where I myself explained to the incompetent staff there the problems as they claimed as " how can they know the problem " I had to demonstrate that there was really a problem I insisted for a replacement as I recognized that the matter might be due to blown up circuit inside. But I was given a repaired piece.

Frustratingly, the repaired piece only delivered mid range sounds with distorted treble and missing bass. I left it with sony again.

Next time I came back to jaipur I collected it and the piece was repaired such that sometimes it used to switch on and sometimes it wont and many a times the letters were upside down. Since it was problem which came only sometime and explaining to the sony service center guys and making them believe that there is really a problem is in itself a harrasment I continued using it.

The piece was more with service centers across jaipur here and there rather than with me as I got barely 2-3 mo on/off to enjoy the product or rather bear it. Despite repeated failures of your staff to repair the product. they refused to replace it, even Chinese players fare better than your products.

Due to denial to replace and shabby repair which goes haywire within days of repair, its been a month since I got my product back from service center & my warranty expired few days back and the piece again has gone haywire on its own blinking all along and not being recognized by computer.

I used to trust Sony products and paid a high price for it versus the Apple music player only on the basis of trust with and the so called superior audio quality.
But your services are really bad now. Due to harrasment at your service centers and denial in replacing the piece despite constant failure of your service men to fully repair it. The product is not working now. I feel cheated.

I know that since the warranty has expired I have no remedy but still I had to get this matter to you show the quality of service you are offering and how you are losing customers who swore by your company. I am going to opt for a Ipod next because I cant face more harrasment from Sony again. Your poor service and tendency to cheat customers has left me looking at other companies for my other electronics and wont turn back to sony again.

It is not the same Sony as it was some years ago when paying your higher prices were accepted for getting peace of mind.

BUYERS BEWARE : SONY IS NOT THE SAME ANYMORE.

Thank you

[protected]@hotmail.com
[protected]

Sony is a reputed company. It has now as a notorious one to dishearten its own customers. My experirence with sony was so worst. I purchased one sony Vaio Laptop (E SERIES, VOCEH 25EN SERIAL NO. [protected]) at Rs 30000/- in november 2011. Within one year it developed some problem and there was no voice. I thought it was a minor problem. I kept waiting.. It was complained to the sony my times. I was received even feed back to wait for some time. It is a genuine request from such a reputed company. Hence I waited. It is more rean 6 months now. I continue my waiting... What a customer service?. I contacted the service Centre at trivandrum. They demanded 12000/- for replacing the MOTHER BOARD. After much pursuation, they werre ready to repair, replace the MOTHER BOARD by charging Rs. 10000/- offering me a great discount of Rs. 2000/- To my surprise, there was no response from the company.

After 2 months one fine day, I got my laptop rectified automatically. It has now sounds. Now where does the service centre stand?. Why did they reported damage of mother board. to fleece the customer.
My advice to all would be never ever by SONY PRODUCTS
[protected]@yahoo.co.in