Complaint Details

Status	:	Closed
Complaint No	:	0006400/2013
Category	:	Computers & Accessories
Date	:	17-09-2013
Subject Line	:	Poor quality good & Services
Complainant	:	Tina Das
Address	:	# 3532/A1, Indiranagar HAL Second Stage
Complainee	:	Sony India
Address	:

Complaint Details
Hi,
I had bought my Sony Vaio laptop in October 2012.
When I took my laptop for servicing within 6 months of purchasing the same, the service centre gave me a bill of around 9K saying that external parts replacement are not covered under warranty.

When I was about to pay the advance, they said they have a deal where in sony will give me a latest version laptop with a 70% discount as the estimate amount is quite high.
They said they will send a mail to Sony requesting the same.
There was no response on the same for couple of days and when I called the service centre, they said that Sony had rejected the claim.
I asked them to send me the mail from Sony, they sent me a soft copy of the Job Sheet which they had handed over to me when I had visited their office.
I insisted on the mail on from Sony which states my claim has been rejected, then they said they do not have any provisions as such.

I was surprised with the behaviour of the engineer there, with a straight face he told me if you want we will do it or just take your laptop back.

I had written to Sony regarding this but not much help.
The manager of the centre did call me and said that the provision of new laptop is there only when the parts are not available.
Ultimately I had to make a advance payment of 8K and then got my laptop back
Apart from this when I asked them to help me taking the backup from my hard disk and whether they have a casing for the same, they sarcastically asked me to call the customer care(least expected).
They made me pay in advance the estimate amount on 7th of May 2013 and promised me that my laptop will be done in 4 working days time.
Latter they said the parts are not available so they will give it latter (whch was as late as 20 daysToday when I called them, they said the parts will come by Thursday.
My laptop was lying there for a month and these guys have no courtesy to inform me about the delay for what so ever reasons.
Apart from this when the manager had said that if the spare parts are not available, they should provide me with a new one.

Finally I got my laptop back at the end of May or June beginning.

After using the laptop for 3 motnhs again one of the hinges came out, and when I called them on Saturday 14th Sep 2013, they said that on a priority they will arrange a call back by Sunday morning.
I did not receive a call on Sunday and I estimated that this was because it was a holiday.
I waited for one more day and still I did not receive any call back on Monday.
I called them up today morning(17th Sep 2013) and the person confirmed that I will definitely receive a call by today evening which did not happen.

These people are highly unprofessional and ill mannered.
The plastic quality of my laptop is much below the standards.

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