Sony India — Bravia led tv 46ex52

Address:	Mumbai City, Maharashtra, 400706
Website:	www.consumercomplaints.in

COMPLAINT STILL NOT RESOLVED AS ON 2ND MARCH 2016 DESPITE REMINDERS

Service Request ID 30640037 dated 10th February 2016: Bravia LED TV
46EX52, Last Interaction ID[protected] Dr.Amit Bhattacharya, Navi Mumbai.
Amit Bhattacharya Wed, Feb 17, 2016 at 10:06 AM
To: sonyindia.[protected]@ap.sony.com

This is to place on record the following:
1. The captioned product developed "Colour Intermixing" for which service request was logged in on your Tollfree
No.
2. Technician from Sri Sai Electronics, Navi Mumbai visited, inspected and found a problem in the mother board
and took the same for repairs.
3. The Technician came back with the repaired mother board and an invoice for around Rs.2600/towards
replacement of choke coils on the mother board.
4. The technician installed the repaired mother board back in place and when the TV was turned on, the problem
of "Colour Intermixing" was found to be corrected, but now the picture quality was found to be bad with prominent
horizontal lines/bands across the entire screen which were not there before removal of the mother board. The
Technician also agreed that during his previous inspection the lines were not there and only colour intermixing
was there, therefore he had mentioned only colour intermixing on his Sevices Job Sheet, and that had the lines
on the screen been there earlier, he would have mentioned that also on the Job Sheet.
5. Therefore, it was very clear that something has gone wrong either because of the "repaired" mother board or
because of the improper handling of my TV set by the Technician during removal and reinstallation
of the
mother board. His method of handling the TV was not careful enough and despite telling him, he was working on
the TV holding it upsidedown.
6. The Technician immediately said that this is a new problem for which the "Display" has to be changed at a
cost of around Rs.26000/.
He then spoke to his "Service Centre Head" who also was prompt in saying the same
thing. We realized that their attitude was to try and put the entire blame on us saying that the problem was there
before and therefore they are not responsible and that we have to pay Rs.26000/.
We found the entire thing very
very suspicious and the attitude of the Service Centre Head very arrogant and suspicious in saying "it is not our
fault, and we don't need to check anything further we
know it is a fault in your display which was there before
removal of the mother board and therefore pay us Rs.26000/and
we will replace the display". We found the
behaviour 'full of a cheating attitude' which is unlike Sony, which we never expected from anybody associated
with Sony. It appeared very deliberate. The Technician agreed that the lines/bands were not there earlier and
appeared only after the repaired mother board was installed.
6. I immediately spoke to your Tollfree
No. and the call was transferred to one Mr. Amar in the Status Dept. who
spoke for about 30 minutes with me and then with the Technician and asked the Technician to remove the
mother board and take it back and confirmed to me that he has documented this development and my complaint
against the Service Centre, and within 48 hours someone senior from your setup will speak to me, and looking at
the doubtful intentions of Sri Sai Electronics, some other senior technical person will be asked to investigate.
7. However, yesterday I was surprised to get a call from a back office staff of Sri Sai Electronics saying that the
estimate for around Rs.28000/is
ready. I called back your Tollfree
number again and spoke to the Status dept.
when Mr. Jai told me that nothing has been documented by Mr. Amar and therefore no further action has been
taken. This was the second surprise of the day. I therefore requested him to document the development and
escalate the matter to a responsible person in your Setup.
He said I will get a call back from a responsible
person, but I have not received any call back yet.
8. I am therefore placing the entire episode on record, and placing on record that the intention of the Service
Centre is to cheat and your personnel handling the Tollfree
set up are hand in gloves trying
to help them.

Thanks and regards,
Dr. Amit Bhattacharya