Another tale of bad customer service, this time from supposedly the best and most expensive brand in the consumer durables market. But Sony India just lost all the respect i had for them.
Hopefully someone can forward this to a Sony India personnel. Thanks, i as a consumer am appealing to your guys reading this.
So it all started when i purchased a Digital Camera (Cybershot) from an authorised Sony dealer alongwith a Memory Stick. The dealer told me that the memory stick has a 5 year warranty , i asked him to mention this on the bill so that they don’t refuse. A warranty card was inside the Digital Camera package but there was none in/with the memory stick.
Anyway the memory stick turned out to be junk, losing files like crazy. I goto Sony service center in New Delhi and the guys there tell me that i need a warranty card, i tell them the dealer didnt give me a warranty card. So they give me Sony India’s corporate office (Mathura Road) number which i call and ask to speak to customer care , i am redirected to their call center (i think) , i tell the lady my ordeal and she says that there should be no problem and transfers me to a senior at their Mathura Road office. She talks to service center guys who say they need a warranty card, hands the phone to me. Now i am talking to Ms. ________ (name hidden for privacy) , she is the rudest person that can talk to a customer. Literally shouts at me that warranty card is not a paper sticking to the memory stick (WTH !) , i tell her to mind her tone, she replies : my tone is not complicated and then says “now that you say it , your stick will not be serviced without a warranty card” , anyway my blood is boiling at this point of time so i say ok and slam my flip phone.
Anyway 2-3 things, my only fault was trusting the dealer and Sony as a company, please look into the following points:
1. Why is your staff at office not trained to talk politely to customers ?
2. How is it a customer’s fault that the dealer didn’t hand the warranty card ? Its for precisely this reason i asked him to mention the warranty in the bill, i am a genuine customer, with a genuine bill bought a genuine product from your authorized dealer.
3. I have a proof of purchase, i have the product but still Sony India refused to solve my problem.
Update:
I received a reply from their Northern Region customer care head, i have sent my invoice to them, i will keep everyone updated, hopefully Sony India will live up to its great name.
Earlier occasions where bad service was highlighted and was successful in company’s response:
- Tnt Courier Customer Care issue : An employee of the company read our post and helped.
- A seller on Homeshop18 committed a fraud on us, the company later refunded the money and courier costs
July 19th, 2008 at 5:00 pm
Another company exposed !
You are doing a great job telling experience with various companies, i as a consumer will obviously not deal with companies that harrass techies, if you can harrass techies, then the company probably harrasses almost all of its customers.
July 19th, 2008 at 6:16 pm
Yeah, but they did contact to try and sort the matter, lets see their response after ‘validating’ my receipt. Ofcourse if they do good work, they will get a good post also.
The thing about techies is true as they are usually in touch with technology and laws, they are well informed and usually know what they are talking about.
July 19th, 2008 at 7:37 pm
Wow, never expected this from Sony, you should probably write a strong physical letter to their head office, i will now think twice or even thrice before buying a Sony product. The 1st principle of business is talking to your customers nicely and taking care of their problems. Someone go and tech Sony.
July 20th, 2008 at 12:14 pm
I really hope Sony India comes through, i mean isnt Sony known for quality and commitment ? I am pretty sure that now that you have been contacted their seniors will sort the matter. But the rude employee thing is shocking.
July 23rd, 2008 at 12:09 pm
3 days since i sent the invoice, no reply guys
July 24th, 2008 at 3:45 pm
Really blows , I expected better from Sony, they just lost one more customer and i will help spread word of this attitude among all my friends.
July 24th, 2008 at 9:28 pm
Wow, thats the way Sony treats its Indian customers ? If it did this in USA i would have complained to the Better Business Bureau and made sure that they lost a HUGE number of customers.
July 25th, 2008 at 11:21 am
I myself had a very bad experience with them, i went to Lajpat Nagar service centre of Sony India and the customer service staff there was very rude and arrogant. They think that if they work in Sony they are great people, i wonder if Sony tells them to treat customers like this.
Seeing the pathetic state of customer care at Sony India, i have vowed never to purchase their product again.
July 28th, 2008 at 1:26 pm
Hey update,
got a call from Sony India, they have agreed to replace my memory stick, woohooooo !
August 24th, 2008 at 12:39 pm
Hi,
I have the same experience with my vaio. It needs a motherboard replacement. they took 12k from me and committed a 2 week period. Now it has been over a month and no response. I tried calling sony chennai office and they are just trying to push my complaint around and the service center is not willing to give my money back. they are just telling that the spares are not available. But they have no answer about why they committed two weeks in the beginning. How can i contact sonly south region head. No information anywhere.
August 30th, 2008 at 4:20 pm
Hi, can any of one of you, who was lucky enough to find out how to make Sony Customer Service personnel do what they are supposed to do anyway, advise how to make their authorized service center fall in line, who are churning out excuses galore since a week after having picked up advance payment for spares required to repair my Sony CRT TV. While they promised to come back within 2 days, a personal visit to their premises is only as affective an “innoucous” sounding front desk executive who says that she does not know where her colleagues are. It is exasperating to see a company like Sony entrusting their brand equity in the hands of those who have a devil-may-care attitude towards their customer. Wake up Sony before your dissatisfied customers join the Korean brands to show you the door!!
August 30th, 2008 at 8:06 pm
Try emailing Sony using the link on their website, write a firm but polite letter to their office.
September 28th, 2008 at 12:24 pm
[...] few months ago i had posted about how Sony India was refusing to honour its warranty clause on a memory stick and how one of their employees Ms. __ (the company officials know her name as i [...]
November 20th, 2008 at 12:29 pm
I hope someone really looks into these feedback in case you are serious about keeping the repute of SONY high in the market. The level of service rendered is unacceptable from a company like SONY. The replacement of the lamp of a LCD projector of a Major Corporate client takes more than a month subject to condition that work shall proceed only on advance payment. Even after the payment it takes weeks to learn that the part is unavailable. Should always stick to the commitment or should not commit at all. Ridiculous dealing.
November 20th, 2008 at 5:33 pm
I have purchased an camera on 27th January 2007. Om March 2007 i gone to service center at pondicherry to give the following complaint:
1. By pressing power button Camera opens and after three minutes closes automatically.
2. Camera showing file error while reading photos,
Then the customer servicing person told me this is due to battery problem only so change the batteries. I also changed the batteries.
But on may month of the same year the above sid problem exists, and also with flash not working in some times i.e., it works automatically and not working automatically.
Again the customer service person told me this is due to battery problem only.
For the same problem i went to meet them again on decemberm but the result is the same.
All the three times of my approach are in warranty time.
But now, for the same problem i meet the same center again on 27 septerber 2008, they taken for service, and after one month i called them what happen, they told its now clear come and take.
On the same day evening when i receive the camera form them the same problem again starts, I went to meet them again and hand over to them for repair.
Now what they are telling is, The transformer inside the camera demaged, for replacing that one you need to pay Rs. 6000.
Please look into their servicing quality.
November 24th, 2008 at 6:47 pm
Sony people are trained to be rude. It is their acheivement that they are among the most rudest customer service people. Moreover, now the quality of the products also deteriorating day by day. BUY SONY PRODUCTS AT YOUR OWN RISK AND IF YOU BUY DO NOT EXPECT ANY POST SALESS SERVICE. The call line keeps on disconnecting all the time. AND SONY PEOPLE SPEAK FOUL LANGUAGE ON PHONE.
December 3rd, 2008 at 3:19 am
you are wright. they talk like they are stuped there are rud. i am trying to get a hold of some one at sony customer service. to complain cant find a contact. trying by phone 3 hours later gave up. will never buy sony again. all they had to do was be nice on the phone. if it is that hard to talk to them about customer service they just dont care
December 6th, 2008 at 12:01 pm
hi guys, sony has pathetic customer care, two months back i got my vaio LCD cracked and i rush to c’care and great they replaced in 2 days with the cost of 12K (excluding service charges as it is warranty) , using some days i found 1 dead pixel on LCD and i again rush to c’care with the complaint and they said “At every delivery product is check twice by the technician it can’t be possible” and i got little angry with them and said it is there and with surprise i got reply “you had to tell us at the time delivery we can’t do anything”. Qtn is if the product is check twice at delivery “by technician” how it can be possible that such major fault left out of his eyes.
January 30th, 2009 at 1:43 pm
I have purchased a sony LCD TV KLV 40 V 400A on 18 Jul 08, After purchasing the product, I called Demo guys to give me an demo.My repeated calls have brought them to my house after a week for demo. During the demo itself I observed AV problem in my Video 1 and Video 3 port. But demo guy reasoned it out to be a problem of Cable connection and hence connected the TV to settop box input .Though i was not satisfied with the performance, I waved off the demo guys as he has demonstrated his limited tech skill.Then suddenly on Nov 2008, I came home from work sat down to watch my Sony, power, standby, etc, led lights on the front of the TV were working, just no picture, but I did have sound. Called sony service centre and explained the problem, they said it is not their TV’s problem and it is only cable problem. I quickly suspected the problem with the settop box, called the cable guy to measure signal strength, it was okay, stilll insisted him to change as advised by sony expert but nothing worked. On 27 Jan 2009 called the sony service centre and given them the complaint .Next day there were call from sony centre and again they have given the same advice (without even visiting house to examine real problem with TV).I have changed the settop box ,measured signal strength, when every thing were perfect ,still TV display was on/off for every 4-5 minutes and all the while soung was there.Called the service centre guys again on 29 Jan 2009,got it checked and the technician has admitted that it is TV set problem and even initial demo onwards there was AV problem . He also said that software need to be reloaded and set will be picked up by their company.Uptil now there were no call nor was i contacted by them.
I need to submit that i also have purchased DVD player and Camcorder from the Sony. Till date no proper demo have been given to me for these two products. Demo guys have visited me just to collect the demo cards, beside demonstrating for 05 -10 minutes only. I, infact called these guys to provide me some more details.They have not turned to me again.My total tele call expense to sony as on date is Rs 523/-…Well. I need to request you all..can anyone give me sony India corporate staff/senior management’s contact details preferably their mobile numbers.All i need to ask Soni…why do you do all this to your valid customer? Why you are not interested in solving customers problems arising out of your products? How do you expect customer to keep quit and enjoy the torture/inhumane treatment they get from service centre staff. None of the soni staff i have spoken have mannerisms and action based morality.Pl call me on 080 23584797.Pl any one help me redressing my grievance. By chance ,if sony management view this request to call me
January 30th, 2009 at 9:38 pm
I have been purchasing SONY products from the time SONY was not officially available in India and since I was very satisfied with SONY’s quality, I recently decided to purcahse a SONY High Defination HandyCam.
I purchased a High Defination HandyCam (HDR-SR10E) on 13-09-08 from SONY WORLD, . This was the first time that I was purchasing a SONY India’s product.
At the time of purchase I was not informed that a Blue-Ray DVD Writer will be required for transferring the High Defination Images to a DVD. Since such DVD Writers are still not easily available in India and since its price is pretty unaffordable, I would have opted for a Cheaper Standard Defination Model.
Moreover, after installing the bundled software, I realized that I cannot even CONVERT the High Defination Images to Standard Defination which would enable me to transfer these images to a standard DVD.
I also realized that the bundled software did not allow me to do simple EDITING of the images or to CAPTION / TITLE the Images before archival.
When I contacted SONY INDIA’s Customer Service Toll Free Number for help / advise, I was bluntly told that I would have to Search the Internet and download a suitable CONVERTER and a suitable software for Editing the Videos
I searched the NET but was puzzled to find a large number of such CONVERTERS. Not knowing which would be the appropriate Converter, I contacted Sony India again and requested them to suggest a suitable Converter which would be suitable for converting the High Definition Images shot using my High Definition HandyCam to Standard Defination enabling to write a DVD using my standard DVD Writer but I was once again rudely told that SONY INDIA cannot say anything about any other products.
On the advise of my Photographer friend who is also a Dealer for SONY Digital Cameras I contacted the Regional Manager of Sony India’s Kolkata Office. Instead of appreciating my difficulties and making a sincere effort to assist me, this gentleman was still more rude and blunt and simply repeated the above standard reply of not being able to say anything except SONY Products. He added that he could only recommend different and higher-end Models of the HandyCam ignoring the fact that I already burdened with a useless HanyCam for which I had spent a large part of my hard earned money.
As a result of the above attitude of SONY INDIA and their reluctance to either support their Hardware products with requisite software or to assist their customers in any way, although 4 months have passed since I purchased the above HandyCam, till date I am unable to use the same and it has become a white-elephant.
Today I am totally discusted with SONY INDIA and have vowed NEVER to touch a SONY INDIA product even with a barge-pole. I am also seriously planning to drag Sony Indioa to the Consumer Court and teach them a lesson or two.
February 21st, 2009 at 9:13 pm
Iwas planning to buy a sony handy, seeing this complaints of misbeheave with customers who made the pillers of sony brand,i am really shocked and changed my decision.
February 28th, 2009 at 3:43 pm
POOR QUALITY OF SERVICE FROM SONY AUTHORIZED SERVICE CENTRE IN NOIDA ‘NRI ELECTRONICS’
With ref. to MY sony vio VGN-TZ21WN screen replacement through ‘N.R.I ELECTRONICS’, Near Vinayak Hosipital, Sec 27-Noida.
they replaced the screen against the sum of Rs. 21395/-
The machine was not checked at the service centre coz they were not having any adapter for it but they assured us that the machine is working fine.
As we came back home and checked the laptop we observed the bad snowing & improper functioning of the screen, attached are the pictures,
Job Information is: NRI5924,
Delivery Date: 25 Feb 09
Hyder
March 1st, 2009 at 5:07 pm
SONY IS THE BEST, BUT SERVICE OF M/S SONY INDIA PVT LTD IS GREAT PALTHOO. THEY ARE NOT DOING BUSINESS, BUT THEY ARE DOING GREAT CHEATING BUSINESS WITH THE CUSTEMORS. THEY ARE LOOTING TO THE CUSTEMARS LIKE ANY THING. FINALLY I EXPERIENCED THAT SONY IS BIG FALTOO AND CHEATING COMPANY.
July 1st, 2009 at 12:22 pm
SONY A TRULY BAD COMPANY
I BOUGHT A SONY BRAVIA LCD AND IT IS THE WORST I HAVE EVER SEEN.THE DISPLAY IS COMING FOR 30 MINUTES AND IT GOES FOR 3 HOURS .HOW CAN A COMPANY DUPE CUSTOMERS LIKE THIS.
I HAVE PAID HUGE MONEY TO BUY LCD TV NOW I AM FACING THIS PROBLEM LIKE MANY OTHERS OF SONY CUSTOMERS…I WILL NEVER BUY A SONY PRODUCT IF THEY CONTINUE LIKE THIS …MORE OVER THEIR CUSTOMER SERVICE NEEDS A LEG UP AS THEY TAKE 2 DAYS TO REACH THE NEW CUSTOMER ….WHAT WILL HAPPEN IF IT IS YEAR OLD…
August 1st, 2009 at 3:21 am
Hey dude,
I have a similar grievience of horrible customer service for a Sony Vaio.
Cn you tell me the email id of some senior marketing guy for Sony India whom i can send the detaild expericne to ?
August 7th, 2009 at 4:32 pm
Dear all, toll free no of Sony India is now changed, you can register your complaints at new Toll Free no – 1800-103-7799 or email at sonyindia.care@ap.sony.com
September 15th, 2009 at 2:08 pm
never go for sony! And even if you do you are going in for a big surprise! Sony has ABSOLUTELY no VALUE FOR MONEY! They charge a huge, in return we expect something descent. But it will MOSTLY turn out to be sub-par. Better go for Samsung/LG or even Desi options! Though Sony has the brand name, Sony is synonymous with extra features and quality, IT’s NO MORE TRUE!
September 23rd, 2009 at 9:01 pm
I brougth a vaio laptop for 61k but before 3 month of use it turned out to be a peice of junk with a sexy look and most of time it spends is in the service center rather then my home,yet the big for nothing company refused to replace and left me no choice but fight my case in consumer court.
September 29th, 2009 at 3:20 pm
I bought a sony cybershot 12.1 mega pixel camera from an authorised dealer.after using it for 3 months it developed some problems.so i gave tothe sony service centre for servicing in Jabalpur -the Space tech service centre.
even after one month they have not serviced it and misplaced the 2 gb memory card which they collected along with the camera.i’ve all the documents with me
to proceed for a legal action.even aftere reminding many time there was no response.now i’m proceeding for a legal action against the service centre.
October 8th, 2009 at 12:08 am
guys buy whatever from sony but dont ever buy a sony ericsson phone.The phone will definatley give you problems and even if you give it for servicing, dont expect any results.all sony ericsson service centres in delhi are of no use.and the employs think they own sony.i had brought a sony ericsson phone,and after one week of usage it startedgiving problems.and after being repaired at the service centre atleast thrice,still the problmes persist..so take my advice if you want to save yourself from some torture and harrasment..buy a chinese phone or any local company phone but not sony ericsson,they arent worth your money.
October 23rd, 2009 at 5:44 pm
I had purchased sony LCD Bravia 32 inch exactly two years back in oct 07. Since march 2009 my tv started behaving badly with all sorts of colored lines on the screen (the sound was good just couldn’t see the picture). The initial visit by sony personnel said its LCD panel problem and it needs to be changed. I didn’t believe him and let the piece just sit there since the problem was not constant it would come and go by itself. But from the day sony guy came I started getting calls from the service center telling me the quotation for the new panel and if they should order it for me. I kept rejecting those calls but they didn’t stop. In the meantime my tv got bad to worse and i had to give in for repairs. Then i got the call from the technician that your LCD panel needs to be changed and the quotation is sth. I then requested the technician to check the tv completely as someone else told me that a board was faculty, which was later the case and it was repaired. After 2 months of the repair i got the same issue again which to this date has not be resolved. As of now my tv turns itself off and the red standby light blinks. I again got in touch with the sony center and asked for a technician visit, which the guy came … saw the tv and didn’t understand anything but before leaving he asked me for visiting charge of Rs 100, which the sony technicians never asked for before. Anyways I want to get in touch with some senior management who might be able to understand the problem. I’m in Delhi and would appreciate if someone can provide me with senior staff number.
October 23rd, 2009 at 5:52 pm
@Priyanka- there is no way to connect to a senior Sony India employee, they are in their palaces not caring about the customers at all. The max you can do is email them via the site and/or call them through the number 66006600.
If your board is faulty again, it should be replaced as most replaced parts come with a 6 months warranty. You must be having your old job sheet.
November 10th, 2009 at 2:53 pm
sony laptops battery is not available at ahmedabad
November 15th, 2009 at 2:12 pm
Mail adress of their MD in India is
masarutamagawa@ap.sony.com
November 15th, 2009 at 2:59 pm
SONY sucks… Like others, at one time I was also a Sony admirer as it is supposed to be one of the best brands and perhaps one of the costliests too. Unluckily, now I have almost the entire Sony range right from digicam to LCD to laptop.
Recently, I had a glitch with my laptop, which I took to a Sony service centre at Delhi (Karampura). I was told that I would receive a call from the centre before they start the repair. After 2-3 reminders I received a call from them and the repair estimate was shocking. They quoted a figure of Rs. 16,500+ just for replacing a RAM of 2 GB and they proudly said that “If u want this to be repaired at Sony, this is the price u have to pay”. Obviously I decided to take back my laptop (after paying an amt of Rs. 276, being their charge for doing nothing) which I could get rectified for just Rs. 2,400/- (replaced a 2 GB RAM of Kingston).
Looking at the long list of complainant above, I really dont think that Sony Corp. will even notice this, I just want to advise others to think twice before buying any SONY products.
November 15th, 2009 at 3:16 pm
@Priyanka – Recently, I also have got the same problems with my 32 inch Sony Bravia LCD. It will be of great help if u could pls tell me how much they actually charged/quoted for changing the LCD panel and the board. Pls also update about the same problem coming up agin, whether they did it without charge or they are agin asking for the hefty charges
November 24th, 2009 at 2:10 pm
i bought a sony ericsson phone on 23/03/2009,encountered problem with the display,submitted yhe phone to exclusive service centre in allahabadon05/11/2009,the management told me that the job will be donr in 2 weeks of time.they told me that hhmpc and display has gone wrong.after 2 weeks they said the spares are not available and would come sooner or later and to come again on23/11/2009.they then discovered yhe problem is in pcb.how worst can it get.i have to take back that dabba phone alongwith me and planning to file a court case against these stupid bunch of people working in the service centre.
November 26th, 2009 at 12:54 pm
Plz. my tep recorder No. CFS – 10505 is service . alz. Addreass is gujarat india naer junagah/ rajkot & ahemadabad city. plz. contec no. & Add. my mobil No. 09426442661 plz.halp me. thank for uou.
November 26th, 2009 at 4:35 pm
hi
I bouught one LCD tv 32″ from uae,carrefour ,a chain of hypermarket owned by french people/majid al futtaim group and having strong market share in uae and all over the world(www.carrrefoure.ae) in july 2009 under jumbo warrenty.
i took the television to india,kerala. I am from kannur,northern part of kerala.
The tv was installed by the agents and service people in kannur(madonna)and they charged me rs.400/=. In augest before my vaccation ends i noticed two small marks in the right top corner of the screen and gradually it spreading like a big line.i approached the serivice centre (madona,kannur) and they ask for jumbo warrantycard. unfortunately i forgot to take the warranty card to india.yesterday ie on 25/11/2009 my father-in-law went to the service centre with the warranty card and purchase bill to the s/c.there he met the manager Mr.vipin and the stupid guy(sorry for my language)thorwn the paper and behaved very rudly to my father-in-law and he was very upset ,called me why u bought this sony product? then he went sreenivasa electronics thalassery met mr.sreeni a close friend of my f.in.law.mr.sreeni called this stupid manager asked what kind of warrenty card he req? pls advice what i will do for this and pls take some action aganist this person.for clarification u can contact my father-in-law
thank you very much and waiting for ur reply.
madhu nambiar
ras al khaima
uae
thank you very much
December 7th, 2009 at 9:27 pm
Hi, I have used Sony products for the last 30 years but my recent experience has left a bad taste in the mouth. The fault for this lies with their customer support system which in my town is being run by a bunch of charlatans. The DVD in my DVD player got stuck and when I gave it to the service centre to take out they asked for Rs 5000/- which I refused; they then asked for Rs2500/- which again I refused. I went to collect it from the service centre and they asked for Rs500/- as service charges which I paid. On coming home I found that the eject mechanism of the DVD player was now working normally but now it was not reading the DVD (the player WAS reading the DVD stuck inside before I gave it to the service centre). On being confronted with this the service centre people tried to palm off many explanations but none was convincing. I have had a similar experience with a Samsung DVD player from which the DVD stuck inside was removed in front of me, at my place, within 10 minutes and a nominal fee charged. This WILL keep me away from Sony products for a while. Thanks. Aditya Ranjan. Ambala
December 11th, 2009 at 6:55 pm
Dear Sir/Madam
My father bought a sony 22 inches LCD TV MODEL NO.T22550A in 9th december 2009 from New Prova Electronics (No.2 Airport Gate, Jessore Road, Bose Para, Kolkata-700 081, ph: 033-25129909). But till today they don’t deliver the TV. For these three days, we call them at least six times. Every time, they said that the company has some problem now and they deliver it within 1 hour. But till today (11 th December), we don’t get our TV. I have the cash & credit memo of this shop (New Prova Electronics). Would you be kind enough to solve my problem?
thanking you.
Reshmi Paul
December 14th, 2009 at 2:04 pm
Uneducated Executives in SONY
This happened in October-2009 (Diwali Time). When I purchased a High End digital camera (DSC-HX1) from SONY World Shipra Mall, Indira Puram Ghaziabad , the executives in the showroom promise me for a demonstration on the Digital Camera on the very next day.
Even I got the call from the SONY that we will provide you the demonstration on the DSC-HX1 (after two day of purchase), but which never really happens.
When i send a mail to the customer care, i got an acknowledgment mail after one day and they were saying that we don’t provide demonstration on digital cameras and i also got an call from customer care (11)66006600 and the executives was not interested to listen to my problem.
The behavior of executive was so rude like it seems that they have never attend any KINTER GARTEN and talk like an illiterate one.SONY is spending so much money for promoting its products , making ads with highly paid Models, i don’t know why don’t they hire some educated customer care executives who have manners,ethics, etiquettes, patience to talk to their valued customers.
I purchased DSC-HX1 camera , SONY was no way near to compromise on the price and I haven’t got discount of a single rupees and spend INR 29800 but everybody assures me that SONY neither compromise on price nor on Services, but now is totally is a different story.
So being a valued customer it is really a harsh experience for and I never recommend anybody for SONY as there are other players in the market which provides very good services unlike SONY and with reasonable price.
January 18th, 2010 at 1:37 am
Yes, I have had a similar experience with call center agents of other MNCs. Some of the ‘ladies’ they hire for the job are not ladies in the genuine sense. Neither are the some of the “gentlemen” on their roles real gentlemen.
February 12th, 2010 at 8:59 am
I am a loyal customer of sony from the past ten years. Was really happy with the kind of service provided to me till last month when i gave a music system of mine to neosa sony in kolkata near national high school and now its over a month that i havent recieved it back…the service to be provided has really become unsatisfactory..They had once given a call at my place when i was not available, they just gave the estimation to my mother and asked to contact them and confirm whether to repair it or not..later in the night when i called them regarding the issue ,they said they will call me back and let me know about the details of the estimation ,which they did not do for the next 7 days..when i again called them ,same thing happened. Now please tell me how many times should i call them and wait for my music system to get repaired.my Job no. is 8838….and the no. that I was calling in is 033 40159595…..please see into the matter seriously…..If this would be there service I am scared reputation of the company will badly be hit..
February 12th, 2010 at 2:06 pm
@Nitin – after reading all the comments on the page, do you still think Sony India cares about the people who buy its products ? The service network os Sony is so messed up that it cant even be described.
February 18th, 2010 at 1:27 pm
hi,
i am a customer of Sony from Baroda [Gujarat]. I got a sony tv as a gift from mumbai to Baroda. during transpotation my tv was dameged. i called to sony service center in Baroda for my complaint. the guy came to my home & repair my tv & gave me receipt also. i asked him when he came to my home that please tell us about the condition of tv. he replied” mam your tv is in very good condition & you dont have to worry about it.” just after 2 month of my complaint, again my tv was not working. the problem happened was that the pictures cut from right-left side. again i called to sony service center’s guy 7 inform about my complaint. the guy came to may home & checked my tv again & said that we have to carry your tv at service center. i asked that guy that before 2 month you told us that,”mam you tv is in very good condition & you dont have to worry abput it.” now what happened suddenly & that is also just after 2 month. he said mam we have to carry your tv at service center & then only i can say about your tv. i said “ok”. he had carried my tv on the date 12.08.2009. till the date i have not received my tv from the sony service center. about the problem of my tv that till the date the sony service center is not clear that exectly what happend with the tv. eeven i have sent them a legal notice from “Rastriya Grahak Suraksha Samiti” from Baroda. but still their is no reply from the sony service center. now i am really frustrated abut the sony service center & thier emp of Baroda & Ahemdabad. i really dont that service center emp, what have done with my tv. they are so uneducated, untrained, no manners, dont know how to talk with the customers. they are just bandlling every time. we are very much sure that service center’s emp has sold out my tv or they has damage my tv very badly. now i am ready for the putting a case in against of sony co. if you can solve my issue with the support then only i can stop my self for putting a case. but i want result within 3 days maximum. otherwise i have no other choice except case.
mayuri prajapati
baroda
gujarat.
February 24th, 2010 at 2:24 pm
I have a home theatre which is just a show piece now. I am amazed as to how rude the service personnel are. Like some one said above, I think Sony trains them to be rude!!!!
I have lost all respect for Sony.
March 8th, 2010 at 11:05 am
Another tale of bad customer service, this time from supposedly the best and most expensive brand in the consumer durables market. But Sony India just lost all the respect i had for them.
I never expected this from Sony, you should probably write a strong physical letter to their head office, i will now think twice or even thrice before buying a Sony product. The 1st principle of business is talking to your customers nicely and taking care of their problems. Someone go and tech Sony.
POOR QUALITY OF SERVICE FROM SONY AUTHORIZED SERVICE CENTRE
I have a home theatre which is just a show piece now. I am amazed as to how rude the service personnel are. Like some one said above, I think Sony trains them to be rude!!!!
I have lost all respect for Sony.
March 9th, 2010 at 11:55 am
Another bad experience with Sony Service Center. I have a Sony Erricsion P1i mobile. I got problem with It’s display in May 2009. I submitted this to “Neeru Enterprises ” sec-18,Noida and they said you’ll get this after 2 weeks, after repairing. After lots of followups and visit till Aug, 2009, finally they said “YOU are being impatient, it takes time to repair, we don’t have screens these days. Once we’ll receive the screen we’ll repair your mobile.” Again He said ” Yedi itni hin jaldi hai then apna mobile le jao”. I saw one of the most harrashed and rude behaviour of a service executive. Even I complained this on sony Customer care. but don’t know what action the took.
Now I do agree, sony is one of the worst company, in terms of services.
My mobile is still in the same condition till March,2010 , I am not going to purchase any sony probuct. I lost all my faith in its product and service.
March 12th, 2010 at 12:54 pm
Its amazing to see so many complaints about SONY’s products!! Am not sure how effective this website or forum is in terms of how many of these complaints got redressed in due course. Customers like us who have suffered after buying a premium product based on its reputation will need to be compensated like in the West.
I had purchased several SONY products in the past 10 plus years. Some of them have functioned flawlessly while few others like the SONY VAIO laptop have let me down so badly.
I dont know if SONY’s top management will ever read these complaints. Approaching the Consumer Court and knowing our rights is the best option.
March 19th, 2010 at 11:14 pm
@Rajiv: first time they said that the BH board is faulty and they charged 11000 (including tax and service charge) to replace the board. when the tv messed up again they said now the LCD Panel is messed up and cost of which is around 17K. I didn’t bother to talk to ppl in Sony India after the quotation. I had purchased the tv from thailand, and so took the piece back there. Currently, my tv is with sony thailand and they are trying to find the problem with it, so i’m hoping sth will get done there.
April 27th, 2010 at 2:20 pm
In response to my strong and very very polite mail to SONY all I got is a mail saying ” thank you for requesting for our E newsletter subscription!!!!”
Will some on in SONY please wake up? I searched high and low for the email id of their Customer services head.. but no luck. May be they dont want to be bothered in their comfortable offices.
Meanwhile, I got to know about an authorised service center in Cochin ( Madonna) who were very polite and helpful and solved my speaker problem for a very reasonable amount of Rs. 450/- . ( the exceptionally rude Sony employee who had looked at my speaker, had quoted Rs. 3000/- plus for rectifying the fault and was not sure how long it would take….)
April 27th, 2010 at 2:57 pm
@Menon – that indeed is very sad, thankfully you got a reasonable quote for your product, most of us are stuck with the same low levels of service with little being done to improve things.
May 7th, 2010 at 10:39 am
I handed over my DSC-W120/B E32 on 26.04.2010, still having its warranty limit, for a chip – off noticed at door lock, Which is not holding a critical fuction.. First Sony service centre at Ashok Nagar, Chennai rejected as to accpet it under warranty, and they told Rs.1000 for replacing the part. The moment they told the part cost, I was surprised, because based on their split-up the whole camera will be priced for more than a lakh, the reson is the cost of the camera is only Rs.12000. On 04.05.2010 I received a call from Sony Ashok nagar service centre that the part cost is Rs.1775.90 and Rs.500/- for service charge, Including VAT totally Rs. 2549. Just I want to know one thing, Is the back door lock ( X21889021 ) really worth of Rs. 1775.9 ?? I don’t like to be cheated by service centre, Because we have good trust on SONY products and their service.
May 7th, 2010 at 11:09 am
@John – might want to consult an unauthorised service center, also email Sony India and ask the part cost also. Unfortunately Sony India is making a reputation for itself by providing such service.
May 9th, 2010 at 6:00 pm
To, Dated: 04.05.2010
The Manager,
Sony India Ltd.,
New Delhi (India)
Sub: Complaint Against product no. MHC RV-22
Dear Sir / Madam,
As refer sent my previous mail to you, regarding the same problem of mention above product. Actually on 24.12.2009 I had taken service and new part of lens form M/s. Somru Technologies, Dwarka, New Delhi, But after next day it was not proper working from the next day when I changed it, I informed to Somru Technologies, they visit at my home 3-4 times month by month but last visit engineer said to me you have to pay 1850/- lens charges Again, your lens will be change some problems are in your lens than it’s not proper working. Now I am really surprised I already expend my approax 2500/- including service charge but I am not satisfied from their services. Please help me regarding this matter I am very upset my product is not proper working.
Please do the needful at earliest
Warm Regards
Pankaj Kapoor
May 20th, 2010 at 6:48 pm
I have a Handy Cam name d SR-82 and i had a problem related to the display. i could see vertical lines in the LCD monitor. I was then told that the flexi wires has to be replaced and they charged me 2k including labour charges+taxes. they age me assurance that its going to work but next day the same problem was there. Then the engineer gave me a work around. i said fine believing them. now i am getting the same problem and when enquired i was said the LCD panel has to get changed which will cost me almost 7k including everything. as you all might be aware that SONY India only gives one month warranty on services and not on the parts. What guarantee i have that after changing the parts my Handy cam is going to work fine. If the same problem exits after one month then they will ask me to change the complete set. Does not it look ridiculous? you pay money to SONY India just for nothing. i brought it for 24K and now i am going to spend 9k. so every time i visit a Sony servicing center i have to pay a minimum of 1000rs.. Sony really ***** now..
June 4th, 2010 at 3:41 pm
I VE PURCHASED W270 AT SONY CENTRE FOR RS.17000/- CHENNAI AND USED IT FOR 2 TO 3 TIMES IN SIX MONTHS. NOW THE IT IS NOT WORKING THE LENSE BLOCK IS NOT WORKING TO BE CHANGED. THE AUTHORISED DEALER A.R.A.S APPLIANCE IN CHENNAI TOLD ME THAT THE BLOCK WOULD COST RS.3500/- AND IMMEDIATELY THEY WOULD CHANGE IT.
MY BLOOD IS BOILING AFTER SPENDING RS.17000/ FOR A SHIT SONY CAMERA WHICH DIDNOT WORK FOR EVEN SIX MONTHS. WHEN I SHOWED THE WARRANTY THEY ARE TELLING THE LENS BLOCK IS NOT AVAIILOABLE INCHENNAI, DELHI AND NOT EVEN IN SINGAPORE.
CAN ANY BODY SUGGEST ME GOOD IDEA SO THAT I CAN INFORM THE ENTIRE WORLD ABOUT SHIT QUALITY OF THE PRODUCT AND SERVICE.
I REQUEST EVERY BODY DONT GO FOR SONY ONLY FOR NAME. ROAD SIDE CAMERAS ARE BETTER AND RELIABLE ANDE CHEAPER ALSO
June 4th, 2010 at 4:25 pm
Yes sony ericsson makes unhappy customers day by day.
Any1 having any prob with SE product they never be satisfied.
I buy c903 within 9days it The keypad stops working
then I got untrained technicians to solve with many excuases hey just delayat work.
Migh they rtrain toB give excus even I made complaine.
Thus the required work be delaied.
So people like me will never go 4 SE Ever
June 8th, 2010 at 3:17 pm
i have purchase new sony vaio e-series laptop serial no 7006342 on 8apr2010 with in 20 days i am facing problem in touch pad .i have sent mail to sony through there coustumer complente link on there site.i got call i have asked for thr replace ment as how a product got defect duration of 20 days of purchace.but couster support ask me to just first go to service center .he give me banglore service center address .i went there engineer checked it any ask me to leave it there for 1 days. Next day i went to pick my laptop. 2 days it workd fine then again it giving same problem now i am in noida .i go near by sevice center for repairing again now surpricingly this time engg saying your board is going to change becuse your boise is also not booting up .now it almost 2 month i am running for repairing from date of purchase i struggling to get replace my laptop that a black spot on sony coustumer service.they sale there product without proper quality check . They cheat there coustumer .even they are too smart if they change the motherboard they not starting warranty from date of this repaire .they consider date of purchace what the hell if i have to change the main motherboard why not i get replace ment as i have having problem from date of purchasing..
June 9th, 2010 at 6:01 pm
Dear Vaibhav,
At this outset, we would apologise for the inconviniene caused to you. Kindly share your contact details for further assistance.
Regards,
Sony India Team
June 15th, 2010 at 11:21 am
@Vaibhav Sharma,
Hope your problem has been resolved and you don’t face any more problems with Sony products.
Regards,
Sony India Team.
July 10th, 2010 at 10:23 am
Another tale of bad customer service, this time from supposedly the best and most expensive brand in the consumer durables market. But Sony India just lost all the respect i had for them.
I never expected this from Sony, you should probably write a strong physical letter to their head office, i will now think twice or even thrice before buying a Sony product. The 1st principle of business is talking to your customers nicely and taking care of their problems. Someone go and tech Sony.
POOR QUALITY OF SERVICE FROM SONY AUTHORIZED SERVICE CENTRE VISAKHAPATNAM-0891-2549955
I have a home theatre which is just a show piece now. I am amazed as to how rude the service personnel are. Like some one said above, I think Sony trains them to be rude!!!!
July 10th, 2010 at 1:06 pm
I have purchased the sony VAIO – VGN-Z56GG, now with my small mistake it sliped from my hand and the power button got broken and I got it replaced from the SONY Service centre which they are asking for Rs 5000/- for the plastic spare parts where do I complaint and how do i take this action and I think we all should complaint to Dawood and tell him ask a huge amount for making so much of mistakes and problems in some one life and making life a full mess with all the manufacturers and screw all the assoles….. I called some one called Alwyn he himself says he is the head for wester region and making me understand it will cost so much for the switch Rs 5000/- What do they feel is if we purchase the product then we have come below them and we have to listen to these buggers what ever they say for no reason where do we go for justification for Rs 5000 for just the plastic body of switch (press button) and whom do we complaint………….
July 10th, 2010 at 1:29 pm
Dear Sony India,
Its been our pleasure using Sony products but the experience what we have been getting is the worst one would ever think off. I do not know India has become similar to US and if you think that you have been servicing in US still for the A quality of products you deliver in US and all C quality you provide India and the service charges can’t be similar to US. Please find the attached spare parts as well as the bill which you have raised for the plastic products is not justifying at any cost and I will never agree to buy any products of Sony and this is a nightmare for me to spare Rs 5000/- for the switch, (Press Button) will cost Rs 5000/-.
Please do the need full as making money like is not viable nor are you thinking or regular business with proper conduct. This is not ethical and proper to charge the customer for Rs 5000/- for just the plastic piece for Rs 5000/- no person can accept this as the actual material might cost Rs 50 or Rs 100/-.
I need you to think on this matter as I have spoken to your Alwyn who himself says the head of the western region who do not seems to be a India (who can understand) problems as per his position.
Look forward for your response.
Regards
Bino K Varghese
August 19th, 2010 at 5:30 pm
Dear friends,
Dont pay your HARD EARNED MONEY to such multinationals who do not bother about customer service. Dont get carried away by their advertisements.
Encourage good indian companies like VIDEOCON etc. Just for your knowledge all companies use the same make LCDs and internal components as its competitors. Hence there is no big difference in the performance.
I have a videocon washing machine, two videocon window ACs and now a Videocon 32″ TV also. All of them are working fine and the service is also extremely good
September 9th, 2010 at 3:07 pm
i had sony cyber shot digital camera. Its LCD screen is crack. i want to know how much charges applied to replace LCD screen with service charge
IS there any scheme to purchase new model cybershot camera in place of old camera ? ( Cracked LCD screen )reply me at my e mail pls. so i can decide to get new one or repaired.
before repairing i want to know how much coust applied for changing LCD screen
October 13th, 2010 at 3:05 pm
To
The Country Head
Sony India Ltd.
Subject : Dissatisfaction and Not Viable product in India.
Sir,
This has reference to you My Invoice No. 5976, dated 07.10.10. against Item No. 50697461, Description SCPH-90004 CB Total 5990/- (Sony Play Station 2) from Sony Centre 35, SCO 307, Sector 35-B, Chandigarh.
We are sorry to say that owner of the Sony center 35 totally misguided the customer and give false information on product to the customer. When we have to visited the showroom to show our problem they say that is not our product. We are not responsible of any kind of thing. So you please contact our Customer Care Centre SCO 126-127. Sector 34, Chandigarh. My father personally visited on 11.10.2010 repair centre they have to broke the seal and said the Play Sation 2 is working properly. My father came back to home. When we open the game and start the PS-2 the game is not functioned.
On the next day I have to Visited the Sony Centre 35 to asked about the problem they misbehave to me and refused to agree the bill also. I visited to Customer Care centre on 12.10.2010 at 7.00 Pm. to show the problem of the PS-2 they totally refused that this is not our product or we are not responsible of any kind of thing. SO THIS IS THE QUALITY OF THE SONY.
You are requested to please solve my problem.
Thanking you
Yours truly,
(Harpinder Singh)
PS-2,
KOTHI NO 2238,
Sector-68, Mohali.
09417249305
October 14th, 2010 at 6:05 pm
Dear Team,
Thanks for providing portal to bring out our dissatisfaction.
I purchased Sony Home Theater (DAV-DZ510) on 17-Aug-10 from SONY CENTER, Vashi (Invoice/Bill no – 2534/10-11/V) (Address: Plot no 23, Sector 19C, Palm Beach Road, Vashi, Navi-Mumbai – 400 705, Tel no. – 91-22-27891010/12/13)
I might have given more than 25 calls and personally visited to Sony Center, Vashi to get the system installed. Even then, as of today it is not installed. It is nearly 2 months from the date of purchase.
At this moment, I am very frustrated with your services and request you to take appropriate action on guilty person for this mental torture or take your system back.
I don’t expect such kind of services from a renowned company like Sony.
October 18th, 2010 at 1:19 pm
Hi,
I Purchased KLV-32V300A LCD TV from Sony. After purchasing it we hear “CLICK” sound after 10-15 min of switch on and switch off the LCD. we complain the customer service and each time they told me its feature of LCD but we continuously complain during last visit in warranty period he told us that he will took the TV at service center to diagnose the problem but he never turned up. On 1st oct 2010 my LCD went Dad and after 10-15 min all front panel light blinks and LCD become bright. We complain the customer service and technician come to our place told me there is a problem in mother board. We told him that “click” sound is coming continuously from the set. He conform that it was the cause of motherboard failure. He told me that I have to talk to customer care (complain id: 6070954).
I logged a complain to customer care about the same that why the problem is not resolve during warranty period.
I got in response
1. I would not take any action then what could you do.
2. I will arrange a call in next 2 and half hour. (Did not get any response)
3. We are fording your complain to senior person (did not get any response)
Same response I got in last 25-30 call
October 28th, 2010 at 3:30 pm
Complaint is against LCD T.V purchased from M/s DAYAL INFOTAINMENT SHOP NO:-37 LGF SHIPRA MALL SHIPRA SUN CITY INDRAPURAM GHAZIABAD (U.P)
We have purchased this T.V @85,000/- & since first day we are complaining for Picher quality & above dealer is making fool by miss guiding us.
last 3- days back T.V has stopped working & dealer is not registering the complaint also. On my follow -up with dealer he has miss behaved with us.
un able to understand on what bases company like Sony appoint their dealers, i had very bad experience with M/s DAYAL INFOTAINMENT SHOP NO:-37 LGF SHIPRA MALL & due to ill manerd dealer Sony has lost loyal customer.
i desperately want to bring bad conducts of M/s DAYAL INFOTAINMENT to the company but un-able to contact the concern person.
i spoke to many manager level people in Sony but not satisfied with responce.
regards
vishal (9818595546)
November 2nd, 2010 at 12:36 pm
I have also purchased sony DSC HX1 camera few months back. The sony distributor promised me to provide cary case for the same. However, even after repeated request, He is silent and not responding at all. I have the his email, where he promised for providing the cary case.
November 11th, 2010 at 10:59 am
When applying for a 24 month payment plan, Sony asks a vague question that occurred over 10 years ago. I get the answer wrong by a few months and am denied. I have to wait 60 days to reapply. Really? I have a 700+ credit rating and take my credit very seriously, and missing a question that I would have to look up records for from 10 years ago keeps me from qualifying?! Really? I appreciate their interest in making sure I am who I say I am, but really, ask a question that is answerable without going through archives! One that I would know. And, by the way, they state that their question is not completely accurate as to the exact dates/months, but they expect ME to remember a 10-year-ago event and the exact date! Whatever. I WILL take my purchase and my $1500.00 elsewhere. I have great credit, take pride in that, and deserve better respect. Sorry Sony. You lose this customer, her money and her recommendation. I hear Panasonic is quite good…
November 16th, 2010 at 6:01 pm
can you tell me the email id of Sony India MD and Sony Asia Pacific MD. The email id given in this forum is incorrect
December 9th, 2010 at 4:05 pm
Sony service is most disgusting service I ever got. I gave my handycam 2 months back and everytime I call them for status. These people at lajpat nagar center are most pathetic I ever met. So lousy. I hate to go there to see there dirty faces but they don’t change.
December 9th, 2010 at 4:07 pm
I take PLEDGE not to take any other Sony product in my life again and I advise others as well as they have ridiculous service in India.
January 11th, 2011 at 2:56 pm
We purchased LED TV 32″ from Dubai Sony outlet during our visit to DUBAI on 05.12.2010 in sealed package and advised by the Dubai Dealer that Sony Service Centre at Jalandhar will intall the same.
As directed we called technician for intallation from ASC M/s.SIGMA MARKETING, JALANDHAR. He visited and open the sealed package and install the LED. He didnot give us any DEMO but go back after taking his service charges. In the evening when we want to start the LED that was not functioning, so we again approached the Centre and they send one more technician who claimed that Panel of LED is defective and we have to spent cost of the same. We approached Customer Care Centre and lodged the complaint but they are harrasing us by saying that this is not their fault and not covered in warranty.
Every thing was handled by Sony people and DEMO was not given. this means that either the defective piece was packed or damaged by Sony Technician at the time of installation. There is no cooperation by SONY people. What is the quality of world famous COMPANY. When the product is to be sold out there were so many commitments are done. After Sale who are you and me. We donot understand what to do, as our new LED blocked and lying at Sony ASC, Jalandhar.
January 22nd, 2011 at 12:57 pm
Sony Products are surely best in the class but Sony Service in India is surely worst in the world / India. I am currently owning 3 Sony TVs, 1 Laptop and 1 camera but I will not buy any sony product in future because i don’t want to have any conversation with filth and rude sony employees in India…..Just Search Google with “Sony India Head” and on the first page you will find n number of complaints against them…..Will have to switch my loyalty from Sony to Samsung….Also, Nokia provides the best customer services in India…..
January 25th, 2011 at 4:22 pm
I had delivered my Video Camera( DCR.DVD.803E, Date of Purchase : 12.2.2006) for repairing of the following complaint/defect to M/S. Sonus Electronic & Services Pvt. Ltd( Sony Authorised Service Centre), Shop No.59, Dheeraj Heritage, Commercial Complex, S.V.Road, Santacruz(West),Mumbai-400054 on 27.11.2010, under Job No.WS100493010112702074 :-
•CD Loading problem, C:13:02 Error, Rec. & Play Back to be checked. Rest to be checked.
Subsequently, I was advised by the said Service Centre that the LENSE of the Camera only will have to be replaced and accordingly against estimated repairing value of Rs. 5,386/- , an amount of Rs. 3000/- was paid by me on 30.11.2010 to the Service Centre.
It would be pertinent to mention here that even after initial as well as subsequent checking of the Camera and confirming the defects thereof, the Service Centre did not find any other problem/defects in my Camera.
Consequent upon lapse of a reasonable period of time and after repeated follow-up, I was told by the Service Centre that the parts has been ordered for and the repairing job would be undertaken only after receipt of the spare parts.
After lapse of about 23 days, I was called at the Service Centre on 20.12.2010 to take delivery of the Camera , stated to have been repaired completely.
During demonstration , it was observed that while the specified problems remained to be rectified, rather some very serious new problems viz. non-finalisation of recording, showing ‘disc error’ message with each and every DVD , non-formatting of DVD etc have also been developed in my Camera, which were not existing at the time of handing over the same to the Service Centre for repairing. On my pointing out that these new problems were not there at the time of handing over the Camera to the Service Centre , otherwise the same would have reflected in the Service Job Sheet prepared at the Service Centre , I was told that the same would also be rectified and then the Camera will be handed over to me. However, till my sending an e-mail complaint dated 24.12.2010, I was not apprised about the latest status of the repairing of the Camera.
On my making a complaint dated 24.12.2010, the Technician, Shri Javed, telephonically tried to compromise with me on 24.12.10 evening. This further strengthened my doubt about the wrong done by the Service Centre with my Video Camera .
From the very First day, instead of checking the actual defects, the Service Centre was specifically inclined to get the LENSE changed only. This smacks of some unethical intention in the mind of the Service Centre personnel for gaining pecuniary advantage.
Sincere efforts in getting a thing rectified should always be paid for and appreciated. What has been done with my Camera can not be compensated by simply returning to me , stating that the same has been rectified.
I have in the meantime made several correspondence with M/S. Sony India Pvt.Ltd. thereafter under Complaint Numbers: 006-641-369, 006-641-502 , 006-642-618, 006-653-930,006-661-872, 006-662-118, 006-670-608, 006-687-222 and 006-687-227 provided by them but they are trying to avoid answering the issue.
Under the circumstances narrated herein-above, I am not going to accept the Camera (even if returned to me stating to have been rectified) , in which defects have been created at the ‘Sony Authorised Service Centre’ and therefore requested SONY INDIA to do justice to me by getting the said Video Camera replaced with a New one .
February 8th, 2011 at 11:10 am
Respected sir,
I Dhananjay kumar from Indian Oil, Panipat Refinery bought a VAIO laptop from Shree Geeta Electronics, GT road Panipat on 01/01/2011.The model number VPC EB36FG/B with Serial No 7005352 and bill no 2208.
While playing the laptop the sound got few problems and the intensity of the sound was very less compared to other laptop of the same brand. The same was brought to notice of the authorized customer care of Panipat and on there part they did replaced the speaker to check whether there was any problem with the speaker but found that there was no change in the quality or intensity of the sound.
Went to the Dealer from where I bought the said laptop just to confirm whether the problem lies with other laptop also but he refused to gave a demo with other model of the VAIO and responded in a very harsh and non-customer friendly way. Its not that i was not hurt but this will bring a bad name to the Sony the brand as such with dealer like those.
I am really fed up with the Laptop and need to either change it with other laptop model of Sony only. I am avid user of Sony and I have full trust on Sony the brand and mall my appliances at home are from this brand only, so don’t let my trust and faith on the brand Sony diminish
Kindly do the needful in the matter
Any help and support will be well appreciated
Regards
Dhananjay Kumar
Mob: 9996677760
February 24th, 2011 at 10:09 am
I have one sony vaio about two three months old which started giving trouble and was taken to sony service centre at chandigarh. Chandigarh just could nt diagnose the problem. As I am stationed at delhi for studies, it was taken to service centre there (Tilak Nagar) but they were rude as has been the story with other customers who have narrated their tales here. When issue was taken up over mail, as sony does not believe in listening to the problems of their valuable customers face to face, as also service centre refused even to give mathura road address, one gentleman called from nomber +911166006600 and requested to submit the set to lajpat nagar service centre but no intimation was given to the centre as they told. However they did not touch the machine for full fifteen days and then quietly sent the set to some other service centre without notification to me. When insisted for progress after 15-16 days they simply told to approach the other service centre and refused to disclose the status of complaint. When insisted further their area sales officers told that set could not be repaired as job sheet at chandigarh could not be closed. They blamed me that you did not apprise the centre about chandigarh job sheet whereas it was clearly mentioned in the mail. Some tough talking revealed within fifteen minutes that set was repaired but has to be collected from the other service centre and not from where it was submitted. This whole episode raises some serious questions:
1. There is a firewall between people sitting at the head office and the customers as they pass on enquiries to call centres wher people sitting have no authority to solve their problems.
2. There is a total disconnect between the sony head office and their service centre so centres harasse customers as they know customers cannot reach responsible executive there. This way Sony India is able to evade responsibility.
3. If a set is submitted to one centre and say it is sent to Japan for repair, let us take an extreme example, then is customer required to collect his set from Japan? Is Sony Head office is not even aware of their internal procedures that how to get a job sheet closed with other centre? This is simply ridiculous.
4. When told that set should be delivered at the centre where it was delivered, the responsible executive questioned why customer, who uses laptop, cannot go to the centre where set was further delivered, as it was told that customer was new to Delhi and was not aware of location?
5. Call at head office number 66006600 is being redirected to recorded message to call toll free. So there is no relief at all.
6. Their service centres also threaten of legal action if simple probing queries are made.
Please suggest what could be the relief. Thanks
March 8th, 2011 at 2:43 pm
I am also a sufferer like you . My LCD is not being serviced under warranty even within 6 months of purchase . They are claiming that it gor damaged due to External impact and want me to pay 10 K for a TV which I bought for 27 K
So I have found out all the contacts . Here they go
MD mail id – Masaru.Tamagawa@ap.sony.com
But even these people are completely in-sensitive . So now I am going to consumer court
April 8th, 2011 at 4:04 pm
KDL32EX600 TV OF SONY GAVE A LITTLE POWER SUPPLY TROUBLE.
SO RUDE, IDIOTS, TERRIBLE BEHAVIOR. MONTHS NO REPLY.VERY POOR OR THE POOREST IN INDIA COULD BE.
Heavenshake do not buy this product, SONY STAFF KILLS CUSTOMER.
April 19th, 2011 at 10:25 pm
What a poor response/customer service from SONY
No One is bother about a Customer ????????????
No body can expect such a WORST response from a reputed company like SONY
For the last 10 days i am awaiting your Reply ??
Plz adv with whom should i coordinate to sort out this issue,May i take up this matter with yr head office??
Plz adv/reply
April 24th, 2011 at 10:17 am
I bought my Bravio LCD KLV- 40 NX 500 on 24.10.10, with an expectation that I am investing Rs 50000/= in a good reputed company and buying a product for my home of good stander. No doubt it worked for 6 months without any complaint. But on 11.4.11 the colours of the screen automatically went red and the quality of the picture was deteriorated. We called the Sony help line and tried to adjust programming but the problem still remained and then they booked my complaint against complaint no 7280826. It was really shameful that no engineer turned up to see the problem, after complaining again to customer care the engineer came at last on 16.4.11 and told us that the panel of the TV was damaged and it will be replaced with the new one and the TV has to be send to the workshop.
On inquiring how much time it will take, he (eng) told us that it will took 4-5 days if the panel is available other wise if the panel has to import from Singapore it will take 11-10 days.
But today i.e. on 24.04.11 already 8 days have crossed, there was no reply from the service center. Though I have booked another complaint at complaint no 7327665 and e-mail complaint no 7329881 but there is no reply till today.
Sir, I just want to is this the service of Sony, Is this the product that Sony is providing to the customers.
I request SONY INDIA to please replace my TV with new piece as after 8-10 days when the TV is lying in your workshop, what is guarantee that no other part has been damaged or replaced, so that the faith with which I bought the product should remain within.
I hope SONY INDIA will take care of it. I will be waiting for the reply
April 25th, 2011 at 3:10 pm
I purchased a sony bravia bx300 from bangkok and brought it to india.will i get warranty in india??
May 7th, 2011 at 5:46 pm
I have placed Work Order Number SE311CT110653 and further complaint Number 90181434 dated 23 Apr 2011. for repair of sony experia x10 mini pro
My mobile phone U20i is deposited to service centre due to problem in loud speaker. After frequent visits to your service center and also complaints and wording with customer care representative my phone is not get repaired till date. Frequent false statement like “it will be repaired within two to three days” are received. Today it is known that the part is not available. If it is the case then why you admitted my phone and giving false statement. Service center stated that changing/replacement of phone is not under the company policy. If company can not provide spare parts, can not replace equipment and also can not provide timely service then they have to better stop the advertising and sale of the product and trouble to Indian citizens.
Now it crossed 21 days for registration of complaint and I also reported to service center for the same problem, they advised me to come after 10 day and will repair it. So I am facing this problem since one month. And it is too much time.
May 21st, 2011 at 3:43 pm
I purchased Sony Vaio VPCEA36FG LAPTOP.
AND THIS NOT WORK EVEN 60 DAY.
it have problem in Camera Bluetooth.
SONY SOLD ME DEFECTIVE LAPTOP. AND NOT RESPONDING ME .
i DAILY TRY TO CONTACT WITH SONY DEPARTMENT WITH MAIL AND ON TOLL FREE NUMBER BUT THEY NEVER GIVE ME PROPER RESPONSE.
i REQUEST U 2 ALL purchase sony products on own risk
because these laptops are very expensive and very worst quality. and very worst service.
June 3rd, 2011 at 10:56 am
Sony service is pathetic the service centre guys are really idiot specially the Vashi Sony Service centre Sri Sai Electronics.
Hopeless service and no response or service at all i took a brand new Sony Vaio Laptop to this service centre on 2 june 2011 which i purchased on 31 may 2011.
I have decided not to buy any sony product in near future because of this bad experience and service.
July 12th, 2011 at 3:15 pm
Shocked-BRAVIA LCD TV KLV40NX500 – Failed LCD Panel within 4 months of purchase – Complaint No- 7747647
I was a brand SONY loyalist & that made me buy a brand new SONY BRAVIA LCD – KLV40NX500 on 29 Jan 2011 for a whopping Rs 60,000 in New Delhi.
Having grown up in a generation where TVs worked flawlessly for 10-15 yrs, I was just SHOCKED to see the LCD fail in just a matter of 4 months.
A brand new 40 inch SONY BRAVIA LCD started to have numerous horizontal and vertical lines with distorted display. The problem became worse & right now the display is totally blurred.
I made a complaint ( No- 7747647 ) on 7th July 2011 & the service centre technician visited me. He took pictures & told me it is most probably the LCD panel issue, and the panel will need to be replaced once Sony India approves of it. I got a call from Sony India ( he said he was the Area Sales Manager – Delhi ) confirming that LCD panel needs to be replaced.
Now my anger and frustation is that
1. How come a brand new LCD that too from the so called premium brand like SONY fail in just 5 months ?
2. Doesnt SONY supposed to do any quality check on the LCD panels ( the heart of the LCD) that they use ? This makes me believe its a manufacturing defect.
3. Even if you replace the faulty LCD panel, what is the gurrantee that the new LCD panel will not fail ?
Keeping these points in mind, I asked the area manager to :-
1. Either replace the LCD (keeping in mind its only 4 months old) – manager insensitively replied that you have used the TV for 4 months & hence it cant be replaced.
2. Atleast provide extended warranty (from the date of repair) on the replaced LCD panel – manager said that the warranty will apply from the date of purchase of the TV & not from the date the new part is installed. I was again surprised to hear this policy.
I am really sad to see the level of customer service in such a reputed brand like Sony.
July 12th, 2011 at 11:57 pm
sir, i have a sony wega 21′ model no- kvxf 21m80 Serial no- 0715782 purchased about 8 yrs before. Few days earlier a problem arrised. whenever i start the set, it again closes within a second and the red light flashes twice, which indicate there are 2 faults. I informed our nearest customer service center, at Barrasat ‘NEOSA Electronics pvt ltd,72 sarojini pally n/l helabottalla barasat n 24 pgs,kol-126.PH-0332584 7555,. they send a sercive men named Utpal Sadhu,on 2nd Jly 2011, who said our F.B.T need replacement for which a bill of about 3000rupees .required. I advanced RS 1500 . After 10 days he came and said it has been brought from Malasia,then replaced it . Then also same prob. then he leaved my house and came after 3 days. changed 2 parts, but same prob. stays. He then start rubbing the circuit with kerosin oil,and a tooth brass.After trying for an hour he open the total circuit board and said,he will take it to the office where it need computer testing.I denied to sent my circuit board. My problem is is the FBT was damaged, then after replacement why the same problem will arise? 2ndly why the auto self detecting red light showing 2 problems like before, it should have blinked once after change of FBT? What shouid I do at this point?
July 25th, 2011 at 3:43 pm
Just wanted to update on the status of my complaint stated above for the benefit for future customers.
The summary of the whole story is :
After inspecting the LCD, I got a call from Sony India & he told me that the LCD needs to be taken to a service centre & its a panel issue. I asked the person as t why the LCD failed & he calmly said that its an electronic thing & we cannot pin point the exact reason – voltage spikes or something. I was adamant to get the LCD replaced , but the guy simply refused to do that. I found him quite rude at this stage. I kept on pressing him but he didnt budge at all. After this i was finally fed up & I agreed o get my panel replaced. But then came another shocker.. there will not be any new warranty on the new part installed. !! I was just surprised. I said its quite obvious that any new part should have an extended warranty of atleast one year. To this Sony technician replied, that the warranty will not be extended it will remain the same .. ie one year from the date of purchase of the LCD.
I totally lost my cool after this. I told him its unethical on part of Sony to do this. But that guy became rude & had a “total not interested attitude”. His replies were full of even more sarcasm. “You have used the LCD for 4 months “, “its not a company policy to extend warranty” ..”its a n electronic part .. any electronic part can fail “, “i will not give you any numbers or email ids” etc etc. I simply asked him to give me his boss’s number or email id, to which he simply refused. Finally I kept the phone down saying ..” i dont want to get the LCD repaired”.
That evening was really tense one for me. In front of my eyes were my hard earned money gone down the drain … and i just cudnt believe that Sony India could be so ignorant to a customer. I had so high regards for Sony and its products !! Then i just googled the email id of Sony MD & sent a mail describing all that had happened.
The next day, another person from Sony called me up. He was very polite and courteous. The next 3 days just saw a different level of customer service experience. They extended the warranty & took the LCD & and returned back in flat 2 days time. During this , they kept me informed on the progress. and kept calling me almost twice a day. I was impressed. My faith was regained. Also eventually, it was found at the service center that the panel was perfectly okay & it was a motherboard that had gone faulty. They changed it & rite now the LCD is back with me & is working perfectly fine.
I have also received a letter from Sony India on the extended warranty of the faulty part.
Right now I am happy, but i just pray that Sony India gives this level of customer service to every customer . They should not have been so unrealistic & ignorant to a customer’s shock & despair. Nevertheless, I am happy to see things mended by Sony. I like SONY products & hope to remain like that.
Regards
Vikram
August 11th, 2011 at 3:10 am
Wow Vikram, that is surely not the norm at Sony India, their service centers are full of rude and arrogant people without any fear, lets hope that your experience is replicated to others also and they also get their problems solved.
August 23rd, 2011 at 4:03 pm
Sony doesn’t provide their service properly. Currently I am struggling to fix my LCD TV problem. Sony just saying it will be done tomorrow and tomorrow and their tomorrow is not coming yet.
I will not buy any product of Sony now onwards. They are creating lot of pain to me to fix the problem or replacement of the problem and I feel they just wanted to expire the warranty period so that they can charge for the service and component.
August 31st, 2011 at 11:58 am
Thx guys for updating ..
has anyon tried sending an e mail to the MD of Sony India, does his office respond….
August 31st, 2011 at 12:03 pm
I am a victim of trusting one of the biggest flagship Sony Stores in Delhi, where my machine was tempered with under warranty and I was charged for a repair by the store, which was supposed not to be servicing the products, on top of it, some parts were taken out of my machine.
Please suggest how to get this resolved. Even the middle management at Sony India is not able to take the store to task.
Last and the leas thing to get was an abusive , rude and indecent language by the store owner/dealer.
Are Dealers/ store owners bigger than the SONY brand?
Ponder before you trust the flagship stores….
thx for sparing your time…
Thx in advance.
October 26th, 2011 at 10:52 am
I had approached Sony TV service centeat Calicut , Kerala for checking my 22 inch Bravia PC port . To my surprise the customer care lady told me that they dont have onsite service and for service we need to bring the TV to their service centre. then I had put a service request through their toll free number , received a ticket number, but no action so far. Very sad to say that such a big brand like Sony , giving such a worst service..
October 27th, 2011 at 6:11 pm
I bought a Sony LED from AbuDhabi the local Sony service center refuses to give a Demo in spite of offering to pay for the services. My advise keep away from Sony products
November 4th, 2011 at 4:20 pm
i bought sony laptop from dhanraj electronics, they gvn me 3 dvd blank for back up, but whn i tried for back up one of the dvd not working, at the time i go to show room & catch another dvd but still its not running, whn i compln this to showroom person they told me its not our responsbility, they told me dvd is workng go & do properly,
i reqst them pls help me & do the same at shwroom, but they said no its not our responsblty, can you pls told me when we are your customer then its your respnsblty to gv us full service or not,
pls cancell this showroom authority, otherwise you may loosee much customers.
Shwroom name – Dhanraj Electronics, samarpan building, nr.u.s.pizza, navrangpura, ahmedabad – 380009, ph. 079 – 26406210 / 09429627148.
Pls help me out otherwise i wll go through customer court.
i hve trust on sony but not on this shwroom persons, they only interested in money margine…….
gv me your feed back or loose relationship.
November 8th, 2011 at 2:55 pm
To,
The Manager
Sony Customer Care Centre
I would like to bring your kind attention towards one major issue which needs your personal attention.
I have purchase your Sony Bravia LCD 40” Television Model No. KLV-40BX400 IN5, Serial No. 2355638 from SONY CENTER, Preet Vihar, Delhi – 92 on 19th July, 2011 (Scan copy of the Warranty Card & scan copy of the Invoice are enclosed for your reference).
Now please note that from the beginning when I install the said LCD in my home I found color problem at the time I see any program, regarding the same I call so many time in your Customer Care Number 1800-103-7799 and your executive asked there are some setting problem so they ask to me for restore factory setting in my LCD.,I do the same but the problem is not solved.
Regarding the same once again I call the same number on 27th October, 2011 and finally they booked my compliant and after that your Engineer Mr. Udey from ACE Electronic Services visit at my home on 29th October, 2011 they see the LCD and ask me the V-CARD (LCD Parts) is need to be changed and it will be done by next 2 – 3 working days.
Now please once again note that today the date is 08th November, 2011 almost 10 days gone but I have no receive any response from your Customer Care and Your Service Centre ACE Electronic Services…, I have call so many time in your Customer Care Number and your Service Centre ACE Electronic Services phone number but totally time waste.
I want to take up this matter with the Consumer Court and want to get back my all money which is waste by me at the time I purchased your television.
I am not happy with SONY Brand and I don’t want continue with your SONY brand.
This is my full and final statement and also for your information.
Regards,
Mukesh Monga
November 11th, 2011 at 6:49 pm
The SONY experience – a harrowing tale
I purchased a new LED TV SONY KDL- 40EX520 bearing Serial No. 2037451 on Oct 27, 2011 from Mohammed Mustafa Company Pte. Ltd at Singapore. The same was installed at my residence in Chennai India on 28th October, and on 4th November it developed a fault. I used the brand new set for just 7 days! The SONY logo comes and then the screen goes blank this happens continuously.
I made a service request online the same evening and again made a complaint No.8679978 over phone on the morning of 5th November. The product carried no warranty, but I took a risk and bought it, going only by the name of SONY. I over ruled my husband’s objections and bought it thinking a SONY product can be nothing short of perfect. I have been proven completely wrong, and thereafter I have had a nightmarish experience.
After making a number of telephone calls to the Customer Care number 1-800-103-7799 and also to one Karthik at the Sony Office in Chennai, a service technician from local agency Eswari Agency came on the evening of the 8th November, inserted a pen drive and left saying that the fault cannot be rectified. After several more phone calls, another person from Eswari Agency came on 9th evening – he brought a Power board & mother board, tried both. When he inserted the test motherboard there was not even a flicker (as compared to on-off with the existing motherboard). He left saying they have to place an order for a new motherboard as the test motherboard was defective, and that they do not have any stock of it. I know for a fact that this model is currently being sold in Chennai and fail to understand how an authorised service agency of SONY does not keep stock of a part that fails easily in 7 days.
I made several calls to Ms.Sushmitha of Chennai. She finally sent her van this morning, to pick up the TV set, as I was not willing to let a third party handle it especially as they had failed to make a diagnosis and I was not sure if they would handle it with care or end up damaging the brand new TV set.
Now I have received an estimate via email with no phone call, no explanation whatsoever, saying charges for LCD panel is Rs.19,716. Please note that it is an LED TV. I am really shocked that I have to pay 50% of cost price to get a brand new SONY TV repaired! We have spent close to Rs.50,000 and the brand new SONY TV is a failure. It sounds like daylight robbery to me. Ms.Sushmita is not available for comment today – I have called her 3 times since 4.00pm.
November 17th, 2011 at 6:29 pm
NEVER TRUAST A BRAND LIKE SONY IT’S THE WORST BRAND I HAVE EVER BROUGHT IT MY LIFE AFTER COMPLAINT THEIR ENGINEER’S VISIT AFTER 3DAYS AND THEN THEY TAKE HUGE AMOUNT TO GET THE THINGS DONE. ONCE WE ARE READY TO PAY THE MONEY FOR THE PARTS TO GET REPLACED THEN THE PARTS ARE EASILY AVAILABLE BUT IF THE PART AGAIN GET DAMAGED AFTER 1MONTH AND WE WANT TO GET IT REPLACED IN FREE THEN THEY SAY THAT WE HAVE STOP MAKING THE PART FOR THE SAME MODEL AS YOUR’S IS AN OLD MODEL AND WHEN THEY REPLACE IT AT THAT TIME THEY GIVE US THE WARRANTY FOR THREE MONTHS. IF THEY CAN’T REPLACE IN FREE THEN WHY THE HELL HELL THE THREE MONTHS WARRANTY.
MY EXPERIENCE WITH SONY IS WORT SO I WILL SUGGEST NOT TO BUY ANY OF THE SONY PRODUCT.
February 1st, 2012 at 6:29 pm
Sony Service CEnters are lotting customers in broad daylight!
I have a Viao laptop VGN-CR23G/R. My laptop had display problem and i took it for repair to Sony Service Center in Connaught Place, Delhi- Avit Digital.
SONY CENTER
62 JANPATH NEW DELHI – 100001
T:65807771 – 4
Service center people told me that my RAM had a problem that neede to be replaced. I said okay. They gave me 2Gb Ram – Kingston – KVR800D2S6/2G — 2GB PC2-6400Cl6 200-Pin SoDIMM.
I was given the RAM for Rs. 2800/-. But when i came home i checked up on the Internet I found that the same Ram was available for Rs. 1477/- on Flipkart.com.
In the market alos it is avilable for 1600/- . Cstomer cae says they sell genuine products therefore they can double the price if they want!
God!…. Sony a big looting company!
April 13th, 2012 at 5:17 pm
2 Sony LCD TV’s purchased. 40″ and 32″ , The 32″ TV konked off the 2nd month and entire panel was replaced under warranty and again konked off 10 months later in sep 2011. Centre asking for 15k for repair, took 1 k advance and disappeared. (Krish Electronics, authorised service centre , ,Mumbai). Visited Sony Service centre, still no response. Read reports in news paper that sales of LCD/LED TV is down for Sony. No wonder. With this approach they are on their path to extinction. I will never ever buy a sony and in my life time I will ensure that a few others are saved from harssment that I experienced.