Dear Sir / Madam,
I have to bring an issue to your knowledge because now its gone very serious and things are turning out to be really bad. I bought Sony laptop in April 2010 from future shop before leaving for my business trip. My trip got ruined as during my trip the laptop stopped working. I contacted the customer services 3 times they told me to perform some tests and finally they diagnosed as hardware failure. They suggested to send it back to Sony as i was abroad and I informed them they said as soon as you are back return it to future shop and then we will get it sorted as its under warranty so there is no issues.
My trip was much longer than expected as i was totally gone out of touch and all data got wiped off due to the hardware failure. Its long story how much loss incurred and how much expenses i had to bear for that extra time I spend abroad.
When i reached back home many things had to be sorted and then finally in Dec, 2010 I went back to Future shop with the emails and all the reports that Sony send to me and i requested them to send it to Sony. I received a call after few days that the laptop is fixed so I can collect it.
I collected the laptop and it seemed fine and i started to transfer the data to my laptop as the work was getting pending. Just after few days of usage the screen turned blue and the laptop started to get very hot. I tried turning it on and it didn't turn on if it did was the blue screen. After few tries it turned on and went into the recovery mode by itself and it never booted and all my data was wiped up again. I brought it back to future shop and explained that instead of getting better it started to get worse and all my data has been lost so pls try to recover it. They said we will send it to Sony and we will get it sorted. I told them that now i cant trust this so pls replace it they said it need to be sent back to Sony and see what they have to see what they diagnose about it.
After few days I got another call from future shop and they said its has been fixed and I can pick it up. i went in they showed me as it was working ok. I did say that I dont trust it but they argued and even became really rude that i dont know how to use the laptop and started to accuse me that why do I have to restore the laptop and so many things. i have been using laptops for the last 15 years and I am not new to this territory and when i asked few questions to them they became quiet and they had no answer to my questions.
Finally they reassured me that now I will not be having any more issues. I brought it back and then again i transferred all my stuff to the machine and after few days same things started happening. I noticed it started to get really hot and then the screen turned blue which meant that it had some major hardware issues and I was quite surprised that as everything has been given to them in writing why Sony hasn't been able to sort it out.I always asked the customer care department in Future shop for the Sony number but they always refused to give to me. i said i need to talk to them so I can explain to them what is matter may be there is some misunderstanding but the always refused to provide me with it. One more thing they always said the store manager was not in and I cant see him.
The same scenario happened it went back into the recovery mode and all my data was lost.
I bought this laptop for my business and not for being on the social networks and msn. This was highly priced and high spec system which i chose and paid premium price on the Sony brand as i have been using their laptops for ages. I have been losing so much money every month and my business have been affected so much.
This time I called in the Store manger on 19th of March, 2011 and he said he will check and get back to me. i didn't get any calls, later I found out he left for vacations without replying back to me.
I called in again on 21st and spoke to the customer care manager and then on 24th march went in person and met Mr. Mike customer care manager he said nothing to worry about and he will update me.
I got call from Customer Care and they said finally its been been diagnosed by Sony as total hardware failure and they will replace the system on its arrival. i told them my next business trip is due on Thursday 24th so pls get it sorted asap. i got a call Wednesday morning that the system has been fixed and I can collect it. I have no idea what was happening. One day before they telling me total hardware failure and then telling me for replacement and suddenly how overnight the system has been fixed.
I was already not happy and very much suspicious so this time I located the number of Sony Customer Care and then I talked to them gave all the details and wrote down everything. They said they call me back asap. They called me next morning and shocked to hear what they told me.
1. The future shop never send the laptop to them for repairs for the first two times.
2. They never told them what was the error on the system.
3. Only change was made was the hard drive as they didn't know what else was the problem with system as Future shop didn't tell them anything.
4. they said no emails or paper work was sent to Sony otherwise the problem would have been resolved the first time and never needed repairs again.
Now I need an answer to my questions:
1. Why Future Shop staff lied to me?
2. When i asked for any paper work from Sony they never had it.
3. They accused Sony that they are lying whereas they cant find any record of the system being sent to Sony.
4. When i asked about the file or paper work from Sony what they have repaired they even refused to provide me any proof.
5. What is my mistake and why I have to go through all this hassle.
6. Who is responsible for the loss which I had to bear due to data being wiped off?
7. Who is going to pay me for the extra expenses occurred for my extended stay and traveling?
8. How dare they misbehaved to me and lied to me?
I have lost all my faith on Future Shop. All appliances and electronics of my house were bought from Future shop and now I am thinking if they can treat a loyal customer like that and then what about the new ones.
I am not going to take laptop back and I need full refund and compensation for the hassle I had to suffer because of Future shop.
If my issue is not resolved in few days I will take this matter to higher management.
Really Annoyed Custome