[Resolved]  Sony — Refusal to be serviced: Sony VAIO Notebook

Address:

Mumbai City, Maharashtra

Dear Sir/ Madam, This is to bring to your notice and request communication regarding the after sales service I am experiencing with SONY which is completely unexpected and extremely regretful from a reputed brand as yours. This being my first contact with Sony Service after I bought my laptop, of whose details can be found as follows: Product Name: SVE15117FNB Serial No. :[protected], I am extremely unhappy and am forced to now regret associating with your brand, when I am very well aware through mine and many others' first hand experience of the fast and a very satisfactory service that your competitor provides. My computer not even out of its warranty period, purchase date 12th Sept '13, with this being its approximately 9th month, has stopped working and its been 20 days since I first approached SONY with my problem, yet it remains unattended to, where I don't even know the status of whether ill receive the problematic part or not. Please find the Job No as follows: JOB NO. : J40911584, (I am not given any JOBSHEET yet) There has been absolutely no communication either from the assigned service centre (Mehta's Electrotech, Thane) or SONY itself, in spite of my repeatedly asking for a written formal communication. All i have been receiving is vague misleading answers creating confusion and unsureity if I would ever get the laptop repaired. The series of bad experiences started right from the time when my laptop stopped working and I had to call the Toll free Care No. I registered a complaint on 28th of May, followed all the oncall instructions and was told that a visit by the technician is necessary. Since then I had to wait for 8 days during which I had to call the hotline multiple times to finally be assigned a service centre, King's El.ectronics, Thane. Once the service centre was assigned I received no communication from them and when I called I was told to call back again and again. Following another call to the care hotline, I was assigned a new service centre Mehta's Electrotech, Thane. The technician then visited my place and confirmed the laptop had to be taken back for repair, it has been another 10 days since then and yet I see Zero progress. I was informed after the technician took the laptop back that there was some issue regarding warranty verification (verbally over phone) to which i promptly shared the details and contact of the Authorized Sony Dealer from where the laptop was purchased with Mehta's Electrotech and then duely waited for them to check back with the Sony authorities. I was then informed (verbally again) by my contact person at the centre Mr. Kalpesh Kadav that my warranty status has been cleared by SONY and I would receive the faulty part fixed and delivered in the next three days. Following this, I received another call the next day in which I was told that the part request has been cancelled and I would have to pay for the services. (again verbally). On my repeatedly asking what the issue is, whether with the warranty or anything else, I was only left with a vague answer that they would have to bear the cost themselves which is not possible and directions to call the Toll Free number again to lodge complaint if I wanted and that they cannot give me any answer as to how it got rejected and why I would have to pay for it. To this I again requested them to send me a written mail for me to take further action which was of no avail. Now My laptop is still with Mehta's Electrotech and I am in extreme need for my machine which forms my important mode of business, and I am not even aware if ill receive let alone when. This has resulted in loss of your Brand Stature and Trust in me and my circle and hence, I now request your views on my following concerns: 1) Is this how a customer is treated by SONY ? 2) How shall one claim their rights as a customer when they are refused to be serviced, shown a complete disregard to information and communication (I have as of now not received a single mail from your end, not even received a jobsheet against my laptop yet), and misled with false or incomplete status reports, denied basic consumer rights as promised when at the time of sales. 3) Who shall compensate for the losses that i have incurred; monetarily, time and energy, let alone from my business point of view? Whom shall i hold responsible for a completely unproductive 20 days that has gone by and many more which I am sure is awaiting me? 4) I fail to understand your reluctance to follow basic industry communication etiquette, which inadvertently leads me to the conclusion that I am somehow being cheated out of my consumer rights. (No written mails or even a Jobsheet has been furnished yet) A prompt response would be appreciated. Please find attached a copy of the invoice, and the warranty card attached. Thanks and Regards, Kriti Dalmia