Sony, replace my son's laptop

I purchased Sony VPCSA35GG/T laptop with serial number 7000278 from Reliance Digital Retail Limited [Banjara Hills, Hyderabad - 500034] on 22nd October 2011 for my 17 years old son to be used for his study. However the display started giving problem about a week ago. I contacted Sony service at the toll free number 1-800-103-7799. After several attempts, I could speak to a representative since often I could hear the message 'such number does not exist, etc'. Finally, I got two service request numbers, 9011356 (given on phone) and 9011261 (given against my email complaint). Following the former, I called M/s Pranank Electronics, Sony Authorized Service Center at Hyderabad on 19th December 2011. A service engineer came to my home (since the guarantee type was 'onsite') and informed that there was problem with the motherboard that needs the laptop to be repaired only at the service center. Accordingly, my wife and me took the laptop to the same Pranank Electronics on 20th December 2011. The place was shabby and dark. We were told to wait since there was no electricity or backup power. After waiting for more than 1 hour, they used their UPS to try display on an external monitor and took photoes. They also declared that there was graphic card problem. They further said that since there was no stock of motherboards (with integrated graphics card), I should leave the laptop or bring it after three days. Accordingly, we fixed appointment on 24th December 2011. However, on visiting Pranank again on 24th December they said they did not obtain motherboard.

I have tried to call the customer service time and again and speak to a supervisor or manager without success. On 24-Dec, one Bio-Head for AP called us and would continuously speak without trying to listen to our grievance. When I had requested him to replace our laptop since it was purchased less than 2 months ago and my son hardly used it for 1 week, he said that if the laptop were 15 days old, he would replace it; however, now he wants to do R&D with the laptop. I told that he may do so but he should provide me a new laptop before that but he would not listen.

I have read in your site about Sony replacing a fellow-consumers 9 months old laptop; however, in India, if I delay that long, I would probably get no service at all.

Since Sony service has not given me any written diagnosis of the problem in spite of mine and my wife's requests, I uploaded a video of the problem, which may be viewed by anyone who cares.

I would like a replacement and a little courteous and empathetic behavior from Sony Service. Incidentally, I had gotten call back from Sony Service Head in India before I purchased the laptop informing where to buy it from. However, the same shop, i.e. Reliance, when called would not listen to my problem and would not offer any help. In fact, I called Murali Krishna at 99633553188 several times; however, he would either disconnect or his phone would remain busy. I also called Surender at 9989068340 requesting help and also to connect me to the store head without result.

 

I would advise you post this under Discussions in Sony India Official Facebook page.

 

What he said - you'd do best catching the interest of customer relations, not service.

Looks like Sony's hiring policy for service staff in India is the same as the rest of the world

I can talk directly to senior executives in my region but I still easily get the worst service out of all the laptop vendors out there when there is a problem out of the ordinary. It really is just as well they don't go wrong / have serious engineering issues anywhere near as often as e.g. Apples.