[Resolved] Sony — BRAVIA LCD KLV40NX500 - Failed LCD Panel in just 4 Months of purchase | |||
To Sony India Sub :- Shocked - BRAVIA LCD TV KLV40NX500 - Failed LCD Panel within 4 months of purchase Hi, I was a brand SONY loyalist & that made me buy a brand new SONY BRAVIA LCD - KLV40NX500 on 29 Jan 2011 for a whopping Rs 60,000 in New Delhi. Having grown up in a generation where TVs worked flawlessly for 10-15 yrs, I was just SHOCKED to see the LCD fail in just a matter of 4 months. Yes.. a brand new 40 inch SONY BRAVIA LCD started to have numerous horizontal and vertical lines with distorted display. The problem became worse & right now the display is totally blurred. I made a complaint ( No[protected] on 7th July 2011 & the service centre technician visited me today. He took pictures & told me it is most probably the LCD panel issue, and the panel will need to be replaced once Sony India approves of it. Now my anger and frustation is that 1. How come a brand new LCD that too from the so called premium brand like SONY fail in just 5 months ? 2. Doesnt SONY supposed to do any quality check on the LCD panels ( the heart of the LCD) that they use ? 3. Why should a end consumer after paying his hard earned money should go through this sheer frustation. ? 4. Even if you replace the faulty LCD panel, what is the gurrantee that the new LCD panel will not fail ? I can undertsand or accept that there are a variety of conditions responsible for the correct working of an electronic device, but an LCD failing just within 4 months of its purchase that too from SONY is very hard to digest. I urge Sony India to look into this matter & replace my LCD at the earliest. Regards Vikram Was this information helpful? | |||
Aug 13, 2020 Complaint marked as Resolved | |||
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Yes my complaint has been resolved now. The summary of the whole story is :
After inspecting the LCD, I got a call from Sony India & he told me that the LCD needs to be taken to a service centre & its a panel issue. I asked the person as t why the LCD failed & he calmly said that its an electronic thing & we cannot pin point the exact reason - voltage spikes or something. I was adamant to get the LCD replaced, but the guy simply refused to do that. I found him quite rude at this stage. I kept on pressing him but he didnt budge at all. After this i was finally fed up & I agreed o get my panel replaced. But then came another shocker.. there will not be any new warranty on the new part installed. !! I was just surprised. I said its quite obvious that any new part should have an extended warranty of atleast one year. To this Sony technician replied, that the warranty will not be extended it will remain the same .. ie one year from the date of purchase of the LCD.
I totally lost my cool after this. I told him its unethical on part of Sony to do this. But that guy became rude & had a "total not interested attitude". His replies were full of even more sarcasm. "You have used the LCD for 4 months ", "its not a company policy to extend warranty" .."its a n electronic part .. any electronic part can fail ", "i will not give you any numbers or email ids" etc etc. I simply asked him to give me his boss's number or email id, to which he simply refused. Finally I kept the phone down saying .." i dont want to get the LCD repaired".
That evening was really tense one for me. In front of my eyes were my hard earned money gone down the drain ... and i just cudnt believe that Sony India could be so ignorant to a customer. I had so high regards for Sony and its products !! Then i just googled the email id of Sony MD & sent a mail describing all that had happened.
The next day, another person from Sony called me up. He was very polite and courteous. The next 3 days just saw a different level of customer service experience. They extended the warranty & took the LCD & and returned back in flat 2 days time. During this, they kept me informed on the progress. and kept calling me almost twice a day. I was impressed. My faith was regained. Also eventually, it was found at the service center that the panel was perfectly okay & it was a motherboard that had gone faulty. They changed it & rite now the LCD is back with me & is working perfectly fine.
I have also received a letter from Sony India on the extended warranty of the faulty part.
Right now I am happy, but i just pray that Sony India gives this level of customer service to every customer . They should not have been so unrealistic & ignorant to a customer's shock & despair. Nevertheless, I am happy to see things mended by Sony. I like SONY products & hope to remain like that.
Regards
Vikram