First time I had opportunity to visit Sony Service Center in Cavalry Ground Lahore, Pakistan on 22nd April around 5:15 pm, with the problem of stuck shutter of my W35 Sony Cybershot Digital Camera (Model Number 8625345). The front desk lady initially did not agree to even get my camera checked at spot due to busy schedule of technicians, later she agreed to get that checked in return of 300 rupee non-refundable and came up with diagnosis that old lens needs to be replaced with new one and it will cost me around 7 thousand 2 hounded rupees in total.
Sony technical staff kept asserting that old camera lens cannot be repaired at all and even if they try to repair it, camera will malfunction and replacement of lens is only solution. After getting my camera back, later I went to local camera technician in Nisbat Road Camera's Market Lahore, and guy just repaired my camera lens in front of me in return of just 1000 rupee and camera is fully functional and working fine in every respect now.
I would like to comment the non-competitive, highly irresponsible behavior of Sony Service Center technicians and unfriendly behavior of Service representatives. The Street Camera Repairman can repair the minor problem in camera but not Service Center Highly Qualified Technicians. I had been very brand loyal with Sony previously but the untruthful staff of Sony Authorized Service Center in Pakistan has changed my image towards Sony completely.
Being student of Pakistan's Most Highly Ranked Business School (Lahore University of Management Sciences LUMS), I can understand that aftersales services constitute the major revenue of these distributors and wholesalers. But misguiding consumers and exaggerating the technical problems of their gadgets / electrical appliances comes under the issue of Ethics and Social Responsibility and I think Sony global team should take proactive role in ensuring the services quality in Pakistan. Furthermore, I am raising this issue in my University Portal so that consumers may not be misguided from deceitful behavior of Sony Service Center Staff in Pakistan.
The bottom line as I see it is: (1) Sony provides very poor Customer Service; (2) The new Sony Cybershot DSC T200 Camera breaks very easily and is very costly to repair. I received a phone call in response - and while it was good that someone called, and the person calling was certainly polite, he asked me questions that I had already addressed in the letter, he did not respond to the concerns about Customer Service, and he quote again that "physical damage" is not covered by warranty with no regard for the circumstances.
While I have provided a "Customer Service" email from Sony - that email address is of no use if you need something beyond the policy being stated - to go any further you have to send a letter (not an email, not a phone call - only a letter.).
I just bought a Sony cyber shot DSC W1 in December of 2004. About a month ago my daughter broke the battery door so I emailed Sony. They gave me instructions where and how to send it off for repair (it was still under warranty).
So I sent it off and got the estimate for repairs online '$774.34'. I was in shock and called them right away, and told them there must be some mistake as you can buy that camera at Best Buy now for $269. When I bought it last year it was about 350.00. Nope, the repair center proceeded to tell me that the camera must have been dropped in water or something as there was a lot of rust and corrosion inside of it and it was a total loss.
I called Sony each day after that, trying to find someone to help me resolve this misunderstanding. Each person I talked to I stated and restated. I never dropped it in any water, and it was working the day I mailed it in (I have dated pictures to prove it).
I was told by the Sony tech. that the camera couldn't possibly have been taking pictures when I mailed it in because it was in such bad shape. *SIGH* I told them "For Pete's sake, the camera was working perfectly except the battery door. Why would I send a non-working camera in for battery door repair?" Sony decided, their repair center was right; I was wrong and sent the camera back to me. When I got the camera back it didn't work at all. Grrrr, they broke my camera and refuse to do anything about it.
The bottom line here is it was working fine when I sent it in; I have pictures w/ dates to prove this. 10 days later when I got it back (the battery door was still broken by the way) and now the camera doesn't work. I was informed by Sony's repair center that my case has been closed and they can't do anything for me.
I don't know what to do about this injustice and feel that Sony is just trying to get out of honoring their warranty. Meanwhile, I am stuck with no camera because they tore it apart and ruined it (The camera is less than a year old). I filed a complaint with Sony which may or may not even get read. I feel cheated.