Complaint Details

Status	:	Closed
Complaint No	:	0004114/2013
Category	:	Computers & Accessories
Date	:	08-04-2013
Subject Line	:	My Sony Vaio Z series Laptop Spolied/demaged due to servicecenter negligence
Complainant	:	Himanshu Mistry
Address	:	A/503, Mahavir Darshan chs.ltd., sector-2, charkop, kandivali(W)
Complainee	:	SONY
Address	:

Complaint Details
Below is the copy of the email that i wrote to sony 1 week ago & since then the issue is still unresolved & no one is responding.

Hello



Kindly, carefully read the below mentioned issue about my SONY VAIO Z Series laptop (model#: VPCZ136GG) that I bought it on Dt: 11.01.2011 from Sony Flagship Store located at Link road, Andheri, Mumbai.



I am into Product Design profession that involves use of 3D modeling application & so I was looking for the laptop that would have Nvedia graphics card & I-series processor. After couple of trials in this regard, Mr.Swapnil from this flagship store recommended me this model. This laptop cost me rs.1,04000/- & so certainly, this was a very serious decision for me.



I was convenience with my purchase till the time I encountered multiple issues that started with the machine itself & then with the service centers. I am going to describe them in detail below,



1) One year After the purchase, the system started over heating & was getting shut off.

I started searching for nearby authorized service centers & I found one in MALAD, link road (name: METAL TECH )



There Mr.Kapil (Service Engineer) told me that cooling fan needs tobe replaced…. I said OK & so they replaced the fan & charged me approx. 6000 rs. For that. I took it home & started using it for 4-5 days & I encountered another problem…..



2) The ‘H’ & ‘Spacebar’ keys stopped working…….I rushed to the same service center & told them this issue…Now, Mr.Kapil told me that keyboard needs tobe replaced OR else I should use onscreen keyboard…. They quoted me 11000/- for that…. I didn’t had this issue earlier when I visited them for overheating problem so I requested Mr.Kapil to carefully check the keyboard panel connectors cause during the 1st visit I realized that the engineers over there were not well trained to handle such expensive laptops…Both, Mr.Kapil & Lady incharge of the service center were even not aware of this specific model…..Also,when I told them about the cost of this system, they gave me surprised look.



Mr.Kapil said “ok let me check if he can fix this keyboard issue…….next day they called me to informed me that they have identified the issue…..The keyboard panel connector cable needs tobe replaced…….they charged me some 1500/- rs. For that……the ‘H’ & ‘Spacebar’ keys started functioning normally……I took it home & started using it….then after 3-4 days, I encountered another problem…



3) My Optical drive was not ejecting after pressing the eject button on the keyboard…again, I rushed to the service center & asked him about this problem….They said Optical drive needs tobe replaced…….i asked him if he can try fixing it…he said ok I will try….He took the laptop in the service division & told me to wait for 1 hour……after 1 hour, he told me that the drive needs tobe replaced…I realized that during unscrewing/opening & refitting the laptop he must have been highly careless because I saw some kind of felt/cloth was left visible outside the laptop body that was suppose tobe properly packed inside…..Another major injury that mr. kapil caused to my laptop was that he didn’t connect the graphics mode toggle switch button to the inner mechanism & now the switch was simply free to slide up & down without actually switching between the speed & stamina mode……..This was highly frustrating….the graphics mode switch was one of the key features of this model that was mentioned to me at the time of purchase……………….then Mr.Kapil again took it back inside the lab…..after he came out he told me that he has fixed it….I tried pushing the toggle key up & down and I could feel that now he has connected the toggle switch to inside mechanism………I came home…..But after couple of days I noticed that eventhough the toggle switch was moving up&down in a usual manner but it was actually, not swiching between the speed & the stamina mode…….i was highly frustrated, fedup & tired with the service center’s negligence to handle my expensive laptop....& this time i ignored the issue.



4) Again after couple of months, I faced a major problem……this time my system started giving the error “the attached battery is not compatible with this model”……& soon, after 2 days the system stopped booting………Then I straight away rushed to the flagship store & Mr.Swapnil advised me to visit Andheri service center cause as per him that service center is better….i went to that service center near sai service, chakala, Andheri……….there the engineer told me that he will do the checks & call me next day…….I didn’t hear from them for next 7-8 days….then after 10 days on Monday, when I was trying to call on service center landline, nobody was picking the phone….then I called up the toll free number & I was asked to provide the bill bumbers, serial numbers, model number etc…& then I was told that the status says that “parts not available, awaiting for the parts”…? I asked what part?? she said mother board….i asked what is the cost…she said 28000/-……..she said its badly corroded from inside....





Sony produces a laptop worth rs. 1lac 4thousand that gives multiple severe problems in mere 2 years & finally, the motherboard gets corroded???





Just now, my laptop is still lying with andheri, chakala, service center & i have still not heard from them...Kindly, consider this matter in a very very serious manner & either get all my laptop issues fixed at no cost OR give me the replacement for the same model OR else I am going to shoot this matter to consumer ombudsman + Kareena Kapoor’s blog including all major News channel media & the title would be "Its a SONY"

Himanshu Mistry

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