I own a Sony Vaio and within the warranty I discovered a white line on the right hand side of the screen running top to bottom and I took the notebook to service centre and the service advisor checked the notebook and informed the LCD needs to be replace and it will take 5 days. Since I am using the notebook for my work I said It will be difficult for me to keep the notebook in service centre for five days instead why don’t you place order for the LCD and once it’s available I will come and you can replace the same. He said this is our work process and we have to keep this in service centre. I said I will submit the notebook by evening because it will hamper my productivity for the day and he agreed but said if you come before 4pm we will place the order today and you will be getting the same back in 5 days. I agreed and went back to my work. I called the 800 number customer care and informed the same and the representative again asked me perform some diagnostic and concluded the screen needs to be replaced. I told him the same you place order for the LCD and I will get it done he said please carry the notebook to nearest service centre and gave me a case number so that they will expedite the process as I use this laptop for my work. Now, I submitted the laptop in the service centre on 28th September 2013 (Job No – J31831855) and called them back on the third day to check the status and they said we are waiting for the spare parts. I called on the fourth day and got the same response. I called on the fifth day and got the same response. I called the 800 number again and they gave me the same response. I told them see I use this notebook for my work and it’s hampering my work how long it will take let me know the exact status. They said they will arrange a call back. (First promise for call back- No call back) I called them the next day they said we cannot disclose the status as this is our company policy but the parts has been ordered. I called them again in the evening and shouted this is my work laptop then they disclosed the spare is not available in India and they have placed order from Singapore and asked me to wait for two more days. I waited for two more days but nothing happened and then the customer service technician gave me two email address of the management who can help me and I sent a mail on 5th October 2013 (SonyIndia=015-932-786). I received reply from (MEENA BOSE- Customer Relations – Corporate Office, New Delhi) that they have asked the regional office to expedite the process. Nothing happened I waited for some more time. Finally on 7th October 2013 I took the laptop back from service centre as I was able to work but was not sure when the screen will go off and will stop my work. After that I am in constant touch with the Customer service through 800 but not body is telling me of the exact status of the spare. I demanded system replacement because it’s not my problem if spare are not available why should I suffer

I want a brand new computer as replacement computer after undergoing so much of business loss, tension and harassment.

Complainant Information
name- Dmanna