[Resolved]  Sony — improper service

This is in reference to the servicing of my Sony Digicam Model No # DSC H-10/B [Serial No # 2372853] purchased from E-Zone, Kolkata [A Future group venture] on[protected] [Ref Invoice No# T10/5988] having a warranty period of 3-years from the date of purchase.

No doubt that It is really a good product and very user friendly. But suddenly after using it for approx 18 months I had noticed some small black spots coming on to the LCD screen while operating it. But eventually it disappeared and I had no problem in taking snaps or seeing them or transfer/share in any other format/mode. So I ignored that problem.

As it usually happens that we take out the digicams while going for an outing or for any event/occasion in home. The same happened with me as well. I took the camera out of the case on 5th Sept, 2010 and it was a surprise to me! When I pressed the ‘POWER’ button, the LCD screen was almost 80% black with different colored dots looking like blotted ink spots! I couldn’t see anything through the LCD screen. I was really shocked.

I immediately called up the E-Zone store from where I bought it out and told them about this problem. I was told to contact at the nearest Sony Service Centre. I called up the Sony customer care service in the Toll-Free number and was told about the Kolkata(South) service center details. I have even checked with that tele-representative about what is covered under the‘warranty’. I was clearly told that the LCD screen is covered under that.

Fine, I took my camera to the Sony Service Centre [Manuja Towers, 32 Hazra Road, Kolkata – 700 029] somewhere in the mid of September, 2010. The service-representative there checked the camera through-out and finally came to a conclusion that the ‘LCD screen is broken due to pressure’ and it is not covered under the warranty ! Although there was not even a single scratch observed on the screen neither there was any damage noticed in the entire camera. In its life-time, I have never ever allowed it to fall from even any height! And always kept it in a safe locker and within a good quality carrying case.

When I asked him as how he can conclude that the problem is due to ‘pressure’ and not a manufacturing defect, he was not having any answer. I asked him that if you cannot justify your claim then you should service my camera ! But all my requests yield no result. I came back home with a sheer depression that a company like Sony is servicing its customers like this.

But I have not given up my hopes ! I searched on the net and found one authorized service center of Sony [Neosa Electronics Pvt. Ltd 158 S.P.Mukherjee Road, Kolkata – 700 026] in the South Kolkata region. I spoke to them first, told them about the complaint, and confirmed the date of purchase and warranty period. On return I was asked to visit their place with the camera. They checked it out and confirmed me that yes, it will be serviced but I need to give them a Xerox copy of the Invoice (which I was not carrying as I was not told about it). I was happy that my camera will be serviced. The very next day I visited them and submit the Xerox of the invoice. I was really not prepared for the shock that came to me within 5 minutes, someone from that center came to the front desk and told me that they cannot service it and I need to take it to the Sony Service Centre only. I asked them the reason that how-come within a day the entire scenario got changed ! They were faceless but refused to service my camera.

I have always been a Sony-brand –loyal customer starting from my Home Theatre to Handycam to IPOD to PS-2 but never faced such a problem. This sort of service turned people like us away from the Brand.

Even after my repeated requests to both the service centers none could prove me wrong and found where my fault was but at the same time they had refused to serve me. This type of service is really not at all acceptable from a retail giant like SONY.


I am eagerly awaiting your reply and a justified action on this.

Regards,
Suvabrata Paul
Shanti Niketan Apartment
1/78, Naktala, 3rd Floor
Kolkata – 700 047
Cell #[protected]

Dear Sir,

Please share your complaint no. with us. We will need this information in order to assist you further. You may also call us at our toll-free helpline at[protected] or write to us at sonyindia.[protected]@ap.sony.com for assistance on your concerns. This is a third-party forum and will not help you in any way.

Regards,
Sony India Team

Sony India

We purchased Sony Bravia TV, Model is SONY LED 40ex720.
To our surprise there is no User manual and Gurantee card.requested to send us the gaurntee card and user manual, to our address.
Till date no one responded o us telling sometimes the literature is missed.
With such as an expensive piece how can sony be so neglible. And the dealer did not tell that an extra box is needed to view that 3D movies
Only after delivering the TV at the demo we were told that an 3d box is required to watch 3d TV and the dealer made us visit more than 3 times to collect 3d glasses.

Cell#[protected]
Hyderabad
Ramgopal

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