Hi,
I purchased a Sony VAIO Laptop VGN - CR 35 G/L two years back for 55, 000/- from Sur Sangam electronics Andheri. Since its purchase the Lap top CD Drive and Speakers were not working, however I didnt repair it as it was not important at that time as I had another CD Drive as well as external speakers.
Recently my laptop refused to boot so I gave it to the Sony Authorized Service Centre at Saki Naka Andheri. (Job # :- 300740405) I was informed next day that the (1) Motherboard battery needs to be replaced and it will cost 275/-. I further asked how much will it cost to repair the CD Drive as well as the left speaker. Since the quote was too high (9, 000/- ) I preferred not to repair it as I simply wanted the Laptop to start as always. Before I collected the Laptop I checked it and it was working fine however Day 2 morning it refused to boot again. When I called the Customer Care department they informed me that I REFUSED TO REPAIR THE LAPTOP. (I had not refused to repair the Laptop, I had refused to repair the CD Drive and the speakers as it was not important for me). After lots of argument I was told that (2) the laptop is not working as the CD Drive was not working. (My CD Drive as I mentioned was not working for over 2 years and the CD Drive had nothing to do with the Laptop). However since I was in Bangalore for work I could not give the Laptop for repair again.
After I came back from Bangalore I again gave the Laptop for servicing at the same place (Job Number was not given but you can cross check it with my serial number - 70000792). I told the Manager in charge that I am not refusing to repair the laptop as what they told me. I just wanted my laptop to start. on 27th May I got a MSG stating (3) " your Sony service request is logged as job no. 000300747683. The Initial repair estimate is Rs. 27014/&-quot; Shocked I called the department and asked for an explanation. (4) They told me that the Motherboard is tampered and few parts are missing and hence it will cost 27014/- however, (5) Ms. Reema told me that they will repair the Laptop (Including the ODD and speakers) for 14500/-. It was weird that such a discount was offered but I still agreed as it sounded better than 27014/- . In the evening I again got a call from the Technician Mr. Deepak claiming that someone has tampered with my Laptop, some parts are missing and my (6) motherboard was swapped with another Sony model Motherboard. I told him that apart from the Sony Team, no one has touched my Laptop and I still insist on it. He told me that hence I will have to pay the entire 27, 000/- amount. I kept on calling the 1800 number and Mr. Syed told me that my (7) laptop is repaired and I can collect it on 28th May for 14, 500/- When I told the same to the technician Mr. Deepak he refused it by saying that the Laptop is under observation. Ms. Reema later on calls me and informs me that (8) l she is sorry but its better that I don't repair the laptop as the final cost of repairing the laptop is more than 34, 000/-Reason the LAN card and other things are now not working (All of which was functioning perfectly). I informed them that I don't trust Sony anymore and I need my Laptop back asap. (Sadly unaware of all of this I had booked a Sony LCD that very same day which I am planning to return back and take Samsung LCD)
Next day I have made 7 calls in vain trying to figure out the status of my laptop but no response. I was told that Mr. Alwin who is the regional Manager for mumbai will be calling me to resolve this. So far no call.
Please note all the 8 different stories that was told to me by Sony team and tell me who is at fault. As a customer when we give our Lap tops for repair, we trust Sony that they will repair it properly and not tamper with it. A simple repair job costing 275/- is now costing me in excess of 34, 000/-. When I took my Laptop from Sony after servicing the Laptop for the first time I cant check and open the machine and see if each and every part is there in it properly. I have made a complain with the 'Consumer Complain Board" and I also noticed many other people with exact similar experience on http://inconsumercomplaints.com. I am further escalating it and ensuring that Sony Corp. is sued for Cheating and Harassment. I am a Sr. Manager with a reputed firm and I am not a conventional Customer who will keep quiet and suffer. I will shout this from the roof tops and make myself heard. I have already contacted people from Mid-Day, MTV, Channel V, Free Press Journal and will add more to the list.
I had a Samsung Laptop and their service was top notch. Its really shameful that a company like Sony is resorting to such shams and cheating their customers.
All I am asking from Sony is for a Manager to call me and resolve this at the earliest.
P.S :- While Typing this email I got a call from Ms. Reema who told me that now the LCD is also damaged and the estimated repair cost cannot be determined but its more than 45, 000/-. I called up 1 800 103 7799 and Ms. Jyoti refused to co-operate and transfer the call to anyone including the supervisor. All I wanted was a Manager to talk to.
Regards
Prashant Pawar
[email protected]
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