This is with regards to my two service requests wiz. 17993465 dated 28th Feb 2014 and 20365556 dated 8th Aug 2014. I would like to bring in your notice that I am being forced to write this mail and escalate this issue to you because of your pathetic and un supportive customer services. I had believed in the brand value and good customer services of Sony, but everything came out like a hoax!!! I had bought this laptop on 25th Dec 2013 (Bill and warranty Card is attached) and started getting problems with battery within few days. It completely drains out in 2-3 days while in shut down condition, and within 4-5 hours in sleeping mode. Earlier I thought it might be due to initial charging issues, but when it continued. After that I lodged a complaint with your customer care on 28th Feb, 2014 (Complaint No. 17993465) and the engineer (Rashid, Panvel office) visited after a couple of days. He said that he has to take laptop at service center for few days and check it. I asked him clearly is it a problem of battery or laptop or what? I told him clearly that I need a laptop replacement, if any part is faulty, on which he replied that he has to check. Later on he confirmed that this series of laptop are facing this issue. After a week he returned with laptop, claiming that he has updated BIOS and now there will be no such problems. Since, I don’t use it prolong, initially I thought problem is solved. But when I started it using, again it surfaced up. So had to forced myself to lodge another complain for the same issue, which I did on 8th Aug 2014 (Complaint No. 20365556). Unfortunately, despite of the promise of your engineer visiting me in next 24 hrs, nobody turns up, not even a call from your service center. Therefore, I made a call to your service center Sri Sai Electronics, Navi Mumbai (Ph. 022- 27827xxx) on 13th Aug, 2014. To my surprise, they were clueless about the complaint. The lady said they will try to send engineer by EOD. At the evening I got a call from their engineer Mr. Kamlesh (Mobile No. 9870476xxx), and said that he needs to take my laptop to service center, without even visiting or checking laptop for the fault!!! I again called to your customer care for the same issue and wanted to escalate it immediately, but sadly there was no communication no.!!! Now, it arises few basic questions: 1. When laptop was faulty, why it has not been replaced? 2. We own FOUR Laptops, out of which THREE are Vaio laptops and one is HP. Now, out of this entire lot, only this laptop’s battery drains out. WHY? 3. What took so long to respond your service center? Even I had to remind them that I have lodged a complaint!!! 4. Without visiting, or even checking laptop, how your engineer was so sure that he has to take it to the service center? I request you to please take this issue seriously and replace my laptop immediately, else I will be forced to take this issue with consumer form, as it is faulty since beginning.
Replacement of faulty laptop
Email Id: sandeepkumar.alld@gmail.