Everyone: Please note the dates of the mails and you will know how effective the Sony Service is in India (IT TAKES TWO (2) MONTHS TO GET AN AUTOMATED RESPONSE)

::::MY MAIL::::
from *****
to sonyindia.care@ap.sony.com
date Wed, Jul 15, 2009 at 12:58 PM
subject No response from Customer Service Noida/Delhi
mailed-by gmail.com
...
I got my Music System services at Sony Service Center at Delhi, the problem was that one of the speaker was not working, now both speakers sounds as if there is a loose connection, all body is scratched, Cassette deck is not working and FM Tuner has to be tuned manually

I have called Sony Service Center at Noida, asked them if they can visit home to repair my 29 Inch TV, but no one turned up. I tried to call again but after hours of trying to get through to them for 3 days. I called Sony Center at Delhi and they said that they will expedite however its been 2 days and all I get to hear is that someone will visit soon. I tried to reach TaranDeep Kaur at (11)66006600 Extn 714 however after hours of efforts I got to speak to the operator only, and I was asked to drop a mail to sonyindia.care@ap.sony.com

Can I know if anyone is responsible to at least hear the customer and let them know if Sony India can service them or not. No wonder Sony is a dead brand these days, Samsung and LG are fast taking over.
...

::::SONY REPLY::::
from SonyMarketing <mktginfo@ap.sony.com>
to *****
date Tue, Sep 15, 2009 at 5:35 PM
subject <AUTO> 'SonyIndia=004-289-006' Home Service & Demo Appointment

Dear *****,

Thank you for your interest in Sony India.

We have received your Email and your request has been logged as : 4289006.

Please use this Number for any future reference to your request.
Our response time will vary based on the nature of query.
We will make every attempt to respond to you expeditiously.

We solicit your co-operation and understanding.

We look forward to developing a mutually beneficial long term association.

Thank-you
Customer Care Center
Sony India.

PS :- This is an Auto Acknowledgement, Please do not reply to this email.

24 Oct 2009

This is the mail I sent to them on 18th oct 2009. There has been no response except for the automated generated message. The camera is still with the Service center in Amritsar. Whenever I tried to contact them I got a reply that the spare is not available. My question is that if SONY cannot manage the service backup in India then their products should be banned in India. Hope consumer court gets successful in shaking them (sony) to ask the least. I am full game for the case.

Regards
Vikas


Dear Sir/ Madam 18 OCT 2009
1. I am Major Vikas Sharma (Army Officer Presently posted in Amritsar) who owns one of your products ie. SONY Cybershot DSC-T5. The year of Purchase is 0ct 2006.(under warranty Period or already Expired yet to be confirmed as I am still tracing my cash memo).¬¬¬¬
2. I had no complaints regarding the product till recently on 08 OCT 2009 it started giving some trouble when its screen did not illuminate but I could still click snaps.
3. I took it for repairs to one of your authorized dealers in Amritsar ie SONY Brothers, 24 National shopping Complex, Amritsar.
4. I am sorry to say that the services provided by them are to my horrors is not as per the good reputation of your company. I have the following complaints:
(a) My camera was deposited to SONY Brothers, 24 National shopping Complex, Amritsar on 08 oct 2009, Job card number was 6596149. Camera is SONY Cybershot DSC-T5 (MKN on camera is 5596148- I assume it is the make number)
(b) After two days on 10 oct 2009 I am told that the card/ motherboard of the camera was burnt. I was also advised that it was better to dispose off the camera then to get it repaired as the cost of the card itself was Rs 10,000 approximately. That set me thinking on this aspect as the equivalent or better models with same features would cost less than that.
(c) Also my question was that if the Motherboard was burnt then how was it possible for me to click the snaps even though I did not see the illuminated image on the rear screen.
(d) Luckily I had the toll free number of SONY India and I lodged a complaint. The Gentleman I spoke to was Mr Rais( as I heard him on phone). He noted down all the details including my mobile number. The complaint number given to me was 4404682.
(e) I also requested Mr Rais (in toll free Customer care) to give me the number service manager of the region which he denied to give and said that there was no such data available to him and assured and promised me to come back to me on my mobile number within two days which never happened till now.
(f) On 16th Oct 2009 the service center was again contacted and asked if the spare part was available or what would be the exact amount for the repairs. I was told to wait for their call as they will intimate the same to me on phone.
(g) I am still waiting for a response from both the ends. (Customer care as well as service center)
5. Now this makes me feel being robbed by some rotten staff of such a reputed company. Does this mean that all the things we say of buying brands still have a loophole for you being cheated by quoting wrong price for the spares by their service centers?
6. It is my last attempt by the help of this mail to try to put things in order for me and for you take corrective measures towards your service centers. With the trust that I have on SONY I shall have no reason to approach the consumer court.
Warm Regards
Sincerely Yours
Maj Vikas
Vikshi42@gmail.com
(mob :+91-9417800126)

Dear Sir,

Commonly the email IDs of such companies are for customer care level only. If possible then send a written complaint to their Head Office through post.

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.

Dear Sir/Madam,

We would like to inform you that your concern has been noted. At the outset, we apologise for the inconvenience faced by you, our support team will get back to you with in next 24 hours.

Warm regards
Sony Digital Team

Originally Posted by Unregistered

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.

Dear Sir,

Greetings from Sony India

Request you to provide us your contact details.

Warm Regards
For Sony India Pvt Ltd

Originally Posted by Unregistered

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.

Dear Sir/Madam,

I had purchased one digital Camera model no WSC 320 from Sony Center (M/S Nancy Electronic), Ghodbunder Road,Thane on 14th August 2010 (invoice no – 3218).After that I went on holiday ,taking only that camera along with me. I couldn't take a single photograph with the camera, as the camera will switch off after some time. I tried to charge the battery and use it again. But the result was the same and the camera would switch off on its own after some time. On my return from holiday on 29th August, I went to Sony Center with the camera and they refuse to take back the camera and replace it with a new one.

So, I went to Sony Service center in Thane on 29th August. They also confirmed that the problem lies with the camera and not with the battery. They told me to keep the camera, as they need to check the camera in detail. They have given a job sheet with Serial No – 5677317.They have still not given back the camera to me and on my inquiring on 3rd September, they said that the main board has become faulty and they are waiting for the main board to arrive from outside location. Please explain how this is possible for a brand new camera, which Iam sure has undergone all the rigorous quality tests and inspections associated with Sony.
I wonder what is wrong with Sony, which epitomizes good quality and service. I have been a great fan of Sony and own many gadgets of Sony in my house and after this horrific incident, I have serious doubt about the credibility of the brand value associated with Sony in India.

It is more than 48 hours and no one has replied to my mail from Sony and the service station has not contacted me for 10 days.

Dear Sir/Madam,

I had purchased one digital Camera model no WSC 320 from Sony Center (M/S Nancy Electronic), Ghodbunder Road, Thane on 14th August 2010 (invoice no – 3218).After that I went on holiday ,taking only that camera along with me. I couldn't take a single photograph with the camera, as the camera will switch off after some time. I tried to charge the battery and use it again. But the result was the same and the camera would switch off on its own after some time. On my return from holiday on 29th August, I went to Sony Center with the camera and they refuse to take back the camera and replace it with a new one.

So, I went to Sony Service center in Thane on 29th August. They also confirmed that the problem lies with the camera and not with the battery. They told me to keep the camera, as they need to check the camera in detail. They have given a job sheet with Serial No – 5677317.They have still not given back the camera to me and on my inquiring on 3rd September, they said that the main board has become faulty and they are waiting for the main board to arrive from outside location. Please explain how this is possible for a brand new camera, which Iam sure has undergone all the rigorous quality tests and inspections associated with Sony.
I would like to claim compensation for spoiling my holiday as I was only carrying that camera with me and couldn’t capture those special moments with my family on camera. I wonder what is wrong with Sony, which epitomizes good quality and service. I have been a great fan of Sony and own many gadgets of Sony in my house and after this horrific incident, I have serious doubt about the credibility of the brand value associated with Sony.

I would request you to replace this faulty camera (Model No – DSC- W320/BC, with batch no – 5677317) with a new and functional digital camera.

@ Unregistered Dear Sir,

Regret the inconvenience caused to you. Hope your problem has been resolved now.
For future correspondence on this issue, you can get in touch with our official toll-free helpline at 1800-103-7799 This is a third party forum and will not provide you any help in solving your
problem.

Regards,
Sony India Team.

It is really surprising how a comapny like SONY has such a poor customer care service. I had lodged my complaint regarding my LCD TV which was attended after 6 days. After a long persuasion the company has agreed to change the TV after a payemnt of 7K and despite several follow ups till today I do not have any confirmation on when will I get the replacement. The customer service is really poor. I will never suggest any one to buy Sony product in India.

Sony India wake up.

Originally Posted by Unregistered

It is really surprising how a comapny like SONY has such a poor customer care service. I had lodged my complaint regarding my LCD TV which was attended after 6 days. After a long persuasion the company has agreed to change the TV after a payemnt of 7K and despite several follow ups till today I do not have any confirmation on when will I get the replacement. The customer service is really poor. I will never suggest any one to buy Sony product in India.

Sony India wake up.

Dear Sony User,

Regret the inconvenience caused to you. Hope your problem has been resolved now. For future communication on this problem please get in touch with our official toll-free helpline at 1800-103-7799. This is a third party channel and may not provide any help in any way.

Regards,
Sony India Team.

Dear Sir,

Regret the inconvenience caused to you. Hope your problem has been resolved now. For future communication on this problem please get in touch with our official toll-free helpline at 1800-103-7799. This is a third party channel and may not provide any help in any way.

Regards,
Sony India Team.

Purchased a sony home theatre,still in warranty ,va;lid till march 2011,ten days ago the sub-woofer just malfunctioned,made a complaint on toll free no-18001037799,after much time being wasted on prompting on -line ,problem didnt get sorted out,the person who received my complaint assured me someone will get in touch within two working days,still nobody bothered to call,made another complaint on the 24th of december was given a complaint no-6611556(big deal) and was assured on 27th december between 4-5 pm someone will visit my residence and sort out the problem had to take off from work,till now no service personnel has come.

This is the type of service /level of quality sony india maintains-
will sony india look into this matter,or else i will have to approach the concerned authorities if no action is taken immediately....................................... ..

@steven.t@rediffmail.com -

Dear Sir,

Hope your problem has been resolved now. If the problem persists still, then please speak to the contact points shared by our service team. You may also get in touch with our official toll-free helpline at 1800-103-7799 This is a third-party forum and may not help you find resolution in any way.

Regards,
Sony India Team.