Below is a mail I sent to the Sony customer care on July18th. My complaint and other details are clearly mentioned. No action is being taken till now. When I visited the Sony World Center where I bought the laptop, they insulted me. The manager Mr. Mukherjee was so rude and started an argument. I tried to talk to the proprietors (two ladies were present there, and I remember one ladies’ name as Ms. Bhavna), and they avoided me. Mr. Mukherjee has also asked them to not to talk to me. If the shop owners value their manager’s words over a customer, I don’t think they are qualified to sell Sony. I think the very culture of Sony itself is compromised here. Or has Sony changed their Mission and Vision to compromise on customer service. Now my laptop is deposited at Sony service center in Koramangala, Bengaluru, India. Remember, this has happened to Sony Vaio laptop which is about 1 month old, and used for hardly 5 hours in total. Here, I am not even worried about a customer’s privileges. At Sony, I don’t think any customer will have any privileges. But, can you people at Sony at least not deny a customer’s rights?

A Few questions now:

• Are the consumer laws very weak in India to let the companies (that too a so called MNC like Sony) sell poor quality product?

• Don’t we have any Indian laws to regulate these kinds of fraudulent activities by a company?

• Don’t we have any stringent laws here in India to restrict the companies from providing the poorest of customer services?



This is with reference to a Sony Vaio laptop (Model E Series VPCEB 14EN; S/N 27523484 7015883) which I bought on June 13th 2010, at Sony Center, #606, 80 Feet Road, 4th Block, Bangalore – 560034 to give you the details. The bill details are mentioned below for your reference:

• Invoice No. SLK-002656
• SL No. – 7015883-1
• Company’s VAT TIN: 29410084613
• Company’s CST No. 90258095-4 DT.22-2-02

I have been facing continuous issues with the laptop since the day I bought it. The laptop isn’t operating properly. It is very slow and many a times when I try to log in it takes me to a totally different (a weird looking) desktop. Sometimes I wasn’t even able to log in. I don’t use this laptop very regularly, and whenever I try to use it the problem persists. The system can be checked by a computer forensic expert and you would know that the laptop isn’t used for more than 5 hours in total.

I have contacted the customer care many times and I didn’t get any satisfactory responses. As per the instructions from the customer care once I had recovered my system which I had done as per the instructions given by your experts. I was told that by the customer care that it was a software issue and recovery would solve all the issues. I was on the phone for about 30-35 minutes and they provided support which proved to be of no use in solving my issue. The laptop was working fine for the next 2 days, and then it continued to have the same kind of problems. Please Note the Ref. Nos. 5553909 & 5636704 of 2 customer care calls I made that I have noted. I wasn’t given the ref. nos. of other calls that I had made. In the latest call (Ref. No. 5636704), a customer service rep. Mr. Manmeet Singh asked me to take the system to the service center and get it checked.


As Per the instructions from the above mentioned employee of yours, I took it to the same Sony Center outlet where I bought the laptop where a satisfactory answer was not given to me. The Sony Center people also said that this would be a software issue. When I told them that I talked to the customer care, they asked me to not to talk to the customer care but to take the laptop directly to the service center in the case of any problems. If it is a software issue, why are you giving faulty software with a laptop? It is very clear that no computer will work without software. So software being an integral part of the laptop, what happened to Sony quality check? Why don’t you do a quality check for the software you use in your notebooks? Do you really want the customers to buy Vaio hardware and software separately?


The seriousness of is the issue is such that I require the laptop to be up with all the facilities by July 22nd 2010. I am looking forward for you support in this issue at the earliest.


I have been using laptops for years from now. I have used Mac, HP etc and I have never faced such an issue with any of those. It is so ridiculous that a new Sony Vaio laptop has issues like this. I feel betrayed by Sony and the vendor (authorized dealer as you may call). I think you have forgotten the basic business ethics of providing a good, faultless product to a customer. I’ve never expected such a worse product from an esteemed company like Sony. Also, I can’t waste 20-30 minutes every day talking to your customer care rep and get my problems resolved.


Now, do the needful to get the product replaced at the earliest or to give the money back that I have invested for the same. I’m sure this would be the least thing that you could do for the mental harassment I suffered, if not I will be left out with no other option but taking this to court.

For your pathetic product and awful service,
A highly unsatisfied customer.
Roopesh Ramakrishnan
#24/2 (7), 1st Main, 2nd Cross, IDBI Layout, Gottigere, Bannerughatta Road, Bangalore-83.
Ph: 9980665615 (primary contact)/ 9900174814 (other contact)