The laptop was purchased by me on February 28, 2013 from Monarch Infotech. The laptop sold to me is defective inasmuch as I have been facing several issues with it ever since the date of its purchase. On the very first day of its purchase, the laptop was constantly getting hung and not functioning properly. I was travelling for business in the first week of March 2013 and was unable to give presentations on my laptop due to the constant malfunctioning of the laptop which caused me much embarrassment and inconvenience. Immediately upon my return to Mumbai on March 5, 2013, I sent the laptop with my staff for examination to Monarch Infotech and had it checked and repaired by an official of Sony named Mr. Asif. However, soon thereafter the laptop again started malfunctioning for which my staff once again approached Monarch Infotech. The officials of Monarch checked the laptop and informed my staff to approach the Sony service centre as they were unable to repair the same. Accordingly, on March 16, 2013, I sent my staff with the laptop to the Sony Service Centre M/s. Sonus Electronic (P) Ltd. for inspection. The officials of Sonus informed my staff to back-up the data and then hand over the laptop to Sonus for repairs. Since I urgently needed the laptop for my business, my staff promptly took a back-up of the data and took the same to Sonus on the same day, but they refused to examine the laptop on that day and told my staff to leave the laptop with them as they would require a minimum of 3-4 days to examine the laptop. Since I did not receive any co-operation from Sonus I contacted the dealer, who in turn contacted Sonus and accordingly Sonus carried out some repairs to the laptop but in spite of the repairs, the laptop did not function properly.

[consequences from above due to character limit…] I purchased the laptop for my business considering that it would be more robust being a higher end model, but I am shocked that it has been constantly malfunctioning and I cannot even operate the basic features such as the touchpad. I have made several complaints from time to time regarding the laptop and have also requested for a replacement but all of my complaints remain to be unresolved till date. In response to my complaint sent via email to Sony Care India a request no. 13494870 had also been registered. I have thereafter exchanged several email correspondences with Sony but I am still to receive any resolution to any of my complaints. In response to my complaints, I have time and again been assured that an engineer will come for inspection of the laptop but the engineers do not show up as per schedule causing me much inconvenience. What is more surprising is instead of resolving my complaints; the concerned officials have been avoiding my calls. All of this and the constant following-up with Sony has caused undue harassment to me and greatly inconvenienced my business. I have been using Sony products since years and have never faced any such issues in the past. I am shocked that a defective laptop was sold to me and at the lack of customer service of Sony. Furthermore, although on-site warranty is to be provided on the laptop by Sony, the same is not being provided and I am required to constantly run from pillar to post for having the same repaired. [relief…] I request you to kindly look into the matter and arrange for a replacement of the laptop at the earliest and oblige.

Complainant Information
name- sureshjumani