[Resolved] Sony Bravia LCD TV KLV - 32s400a — Defective product, and extremely bad after sales service

dipankar.mitra

from Bengaluru, Karnataka

Address:

Karnataka

I have a Sony Bravia LCD TV, model number KLV-32S400A, which is purchased on 30th Dec 2008. The product is now 1 year and 8 months old. The TV is defective, and has stopped functioning properly. After 5 to 20 minutes of watching TV, the screen goes dark slowly, until it is completely black.
I raised a complaint/service request for this on Sunday, 22nd August. Complaint was registered as 5826989. On Monday, 23rd Aug, I called up Sony customer care to inquire about the status. I was told that since this complaint was raised just yesterday, I would have to wait for sometime, as the response time is 48 hours. This response is quite disappointing, as I expected at least some intimation about when a service engineer would be able to come and inspect this.

After 48 hours, there was no response, and I had to raise a further complaint in Sony India website. I finally got a call from Sony service engineer on Thursday, 26th Aug, which is 4 working days after I raised my first complaint. All this while, my TV is still not functional enough for regular TV viewing. The service engineer refused to come to my apartment on Thursday evening, as it was raining. He finally came to check the TV today, Saturday, 28th August. This is almost a full week after I raised the complaint. As if this pathetic service was not enough, I am now told that the problem is with the LCD panel, and I have to wait till Monday to know exactly what the problem is, and how much it will cost. The service engineer has also given a tentative estimate of the panel replacement charges as Rs. 15,000.
After this experience it has convinced me that Sony India is, on the one hand, selling low quality products which turn defective soon after warranty period, and they have compounded the issue by extremely bad after sales service. The TV cost Rs. 39,900. For a price like this, which is much higher than that of LG & Samsung, a customer expects, at the least, a TV of exceptional quality. Not only is the quality poor, it is pathetic, since I have never experienced a TV that stops working in 1 year & 8 months. I strongly believe that either I have been sold a defective product, or all Sony Bravia TVs are of sub-standard quality, and action should be taken against Sony India.

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Aug 13, 2020

Complaint marked as Resolved

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Comments

kiran.sathyan

from Mumbai, Maharashtra

Hi this is Kiran Sathyanarayan, consumer complaint number 6036753, i had bought the same model during dec 2008 and currently facing the same problem - in my case my screen becomes very bright

THIS IS UNFAIR AND BLACK MARK ON SONY ...I WILL NEVER RECOMMEND THIS BRAND TO ANY ONE.. AS THEY SELL FAULTY PRODUCTS AND APPRECIATE THE NEW TACTICS OF EXTRACTING MONEY THROUGH THESE MEANS ...

gkalidass

from Noida, Uttar Pradesh

Hi, This is kalidass, [protected], my problem is also Like Dipankar, it is ther efor the last six months, I too purchased the same model in Dec 2008.

Fianlly when it has become black totaly we called Sony Toll free number, inturn they givwlocal Service centre number for south chennai, Tambaram region. Chennai Service, Call registered on 14.12.2010, Regn No.400, contact number of Chennai Service is [protected]

The Engineer came finally and give the shock of Rs.15000 estimate for panel replacement.
I don'y know whats happening in Sony these days. If a LCT TV worth of Rs.40, 000/- needs a maintanace of 15, 000/- per 18 months, its shame on SONY for manufacturing and selling in Indian markets.

I am the sony lover and my Preivious two CRT was also Sony and my desktop's display also 17" Sony LCD which i replaced for a 15" CRT.

I can't under satnd why sony is doing like this, they are not supporting of the bad quality product. it is hame for SONY to bring such a bad model in the Indian market. Does they do in the US & European market where consumer are well protected by the Law.

I request to sony to take necessary action to fix our problems, caused by the substandard panels which fails with in 18 months or so.

There will be "n" number of consumers like us where they amy not know this comsumenr compliant forum.

gkalidass

from Noida, Uttar Pradesh

Hi This is Kalidas again.

I want to share one example of one MNC.

I have Apple Macbook 13.3" White Laptop, where they are replacing the top Case along with the keyboard with out charging single Rupee, whe the top case peals of at the cormers, if it is with in 3 Years of purchase, as Apple felt this is ther problem due to the design.

One of my friend got a new Macbook even after the warranty period is over due to the failures he faced.

I don't think so, SONY will have customer satisfaction police like APPLE.

joshi vipin

from Indore, Madhya Pradesh

yes i have same model LCD TV purchased in nov08, my tv shows negative images, service engineer told to replace panel which cost near about 15000rs.this company sell inferior quality product in Indian market.i have seen may complaint having same type of problem, this means manufacturing defect in panel of this model but sony won, t agree to accept manufacturing defect in this model (KLV-32S400A).I have lodge so many complaints mails to company but they don't replay. they are cheating with their valuable customer.