[Resolved]  Sony / VGN - Cs12gh / Be1 — Defective DVD drive under Warranty

I would like to share with you chronology of events as follows:

1) Defect in DVD drive was discovered and reported to SONY SERVICE CENTRE at Kasturiba Nagar, Chennai on 09th Oct 2009. At this point of time, barring DVD drive Laptop was functioning properly. Laptop was attended by SONY service engineer for technical check-ups. After checkups I was told to use VAIO RECOVERY TOOL to format the hard disk. Service Engineer said the problem with DVD can be resolved by using VAIO RECOVERY CENTER.

2) Later after coming back to home, a new problem surfaced when I was trying to switch on the Laptop. The laptop was automatically switched off every time it was switched on. SONY SERVICE engineer has probably mishandled the Laptop during cleaning and check-ups. I informed SONY that the Laptop invoice date is 09th Oct 2008 and that the product was under Warranty the day problem was reported to SONY. Since the initial problem was discovered and reported at SONY SERVICE CENTER on 09th Oct 2009, I was assured by SONY that the Laptop will be repaired under Warranty subject to verification of Invoice Copy. Laptop was handed over to SONY SERVICE CENTER for diagnosis on 15th Oct 2009.

3) On 16th Oct 2009, a copy of original invoice was hand delivered to SONY SERVICE CENTER at Kasturiba Nagar, Adyar, Chennai. As of date I have neither been updated regarding services rendered towards repair of the Laptop, nor have I been given any confirmation by SONY that the repairs will be done under Warranty and free of cost to the Customer. My conversation with SONY CUSTOMER CARE a couple of times was futile as customer care didn’t have answers to my queries. Time and again I was asked to wait for feedback from SONY. Customer Care never keep any of innumerable promises of calling me to update the status. My Laptop is still under Custody of SONY.

4) On 20th Oct 2009, after waiting long for any kind of response from SONY I called SONY Customer Care to know the status of my Job. Then after long wait i was informed our phone that the Job has been cancelled without stating any reasons whatsoever.

It seems that SONY has molafide intentions to exploit the situation in their favor thereby compromising on service quality and customer satisfaction.

Please advice on the above. Rejection of my Warranty claim by SONY is not justifiable. Warranty cost is built in the shelf price of the product and consumer cannot be denied rights thereunder.

Regards,
Chetan kavdia
+91 [protected]