Sony India — Very poor Service and Theft of Laptop peripheral from Laptop while given for service

Address:

Jaipur, Rajasthan

Dear Sir/Madam, Sony is a very big company and i am a very small customer. I only possess sony products LED TVs(3 nos.), Laptops(02 nos.) and a digital camera(02 no.) at my home. Since i like the product quality and the brand performance. However, the service by some of the service centres are so pathetic that i am shocked. I will narrate an incident which happened to me on 02.07.15 at global services(SONY), Sodala, Jaipur. I had given my laptop for service which was covered under extended warranty. The problem was "vertical lines appearing on screen". I had given the same for repair on 08.06.15. And requested the lady on desk to get it done as soon as possible. I am a scientist working for the ministry of mines, Govt of India. And i had to submit my final report for 2014-15 session by 30.06.2015. For that reason, i had requested an early delivery.[Here i would like to mention that one more laptop belonging to my sister, had the same problem and it was outside warranty, and i got it done by paying cash and the display screen was replaced in 10 mins, the same day in front of me.]. They had told me that they will take around 3-4 days to do the same and even given me a date which was after 4 days. I waited for the day. And a call came to me that my case has been witheld since they didnot get certain approval for replacing of parts. They said another 3-4 days would be required. Again after 5 days they called me that the part is not avaiable. I was pissed off at that time since some 'serious hamper' on bonafide Govt work was happening due to the negligence and callousness of the people sitting in the particular service centre. I didnot called since then till 02.07.2015. They told me that "yes it is ready today. You can come and collect it" It was after around a month... that too after i repeatedly calling their busy line. Anyway, i had somehow managed the report by borrowing a laptop from friend. I want to know actually how long should it take for replacing the display screen. i was angry but kept cool. The main issue comes now. Now, while depositing my laptop the in desk executive didnt bothered to write the serial no. of the battery(which i had seen as customary while depositing laptops in any other service centres.) So, i had taken the pain to jot it down myself back side of my customer's slip. In haste, i forgot to remove the bluetooth dongle of my wireless mouse(cost INR 900/-). They as usual didnt bother to notice anything. Now, while taking delivery of my laptop in 02.07.2015, i was shocked to see the dongle missing from its usual pace. I politely asked the lady on desk (Barkha) to go and ask the service guy to check it whether it was mistakenly removed and kept it right there. Note that to change the display, it is not required to remove any accessories in the USB port(if any!! and I HAVE NO PROOF TO SHOW that it was there other than my own confirmed knowledge.) Now, they plainly refused to return back the dongle. I dont know what happened but they were behaving very hostile manner. I called for the service guy who did the service in my laptop. His name is Shailender. He couldnt talk to me with eye to eye contact. but as usual spoke very rudely. I called for the floor manager. and to my utter dismay another guy in service uniform named Ravi acted as a manager and talked to me. He was looking like a clown while he was acting as if he were the manager. HE didnt possess basic courtesy on how to talk. I should have been able to talk to the manager if i needed to. Thats what managers are for. Anyway, he said they didnt findit . and they dont accept any peripherals in first place. Now, i have a question.. Why on earth they didnt check the laptop for its peripherals, or write down the battery serial number? We give our priced possessions to them with a faith and they aren't bothered about the service quality or customer satisfaction. I felt that they had given me something really big from their own pocket. Now, i am really disappointed with this unprofessional behaviour. What will i do with the mouse without the dongle? The dongle was there which i am sure of. they didnt have any right to remove it from its right place. I have to have my dongle. without that my mouse becomes unusable. Kindly arrange to provide the "lost" mouse dongle or make a replacement of the same. The trust and excellence which makes this company the most leading in its field than its counterparts, will wane if these uncultured, unfaithful to their jobs.. kind of people continue to harass genuine customers like this. I would highlight the names once again Shailender (The Service guy who did the servicing on my laptop, and denied the presence of any dongle.. THE CULPRIT) Ravi the so-called the pseudo manager in a technician's outfit Barkha (front desk executive) who wasnt of much help but, behaved nicely. Address: SONY service station(GLOBAL SERVICES) Near Sodala police station, Sodala-Jaipur I kindly request you to look into the matter urgently please.