Sony India — Changing LED Panel estimate value from 20,409 INR to 28,409 INR

Address:

Chennai, Tamil Nadu

Dear Sushmitha, It is such a disgrace for being a Sony customer, you think customers are fools to listen to your customer service sending email for 20k for fixing the panel and the same day you are sending email for 28k for fixing the panel on the same service request number. Please find the screen shot below of both the emails. You cannot protect yourself saying that you were right in giving different estimate on the same day, this was not convincing me in anyways to go for service, as this was cheating in changing the estimate the very same day. This is cheating and also pushing the customer by dictating high cost and also varying the cost with different estimate at the same day. I took all the pain in getting this matter amicably and since i got this reply after writing email to the Sony CEO as copied, I really feel mentally harassed and discriminated in being Sony product in India. I hope the email reply you have sent to me today is looked by the Sony top management as well. If this is the way i get a response as a customer, i'm assuming how the Sony service will be done to my Sony products. Sushmitha, As per your lines in the previous email today "Appropriately authorized and empowered staffs have been in communication with you and taken care of your complaint. " Can you explain the screenshot emails : Email 1 and Email 2, Why you have made 2 different price estimate the same day 28th July 2014, with 1 at 1:52 Am and the other at 3:05 PM with different cost ???? Inline image Inline image On Thursday, 28 May 2015 1:56 AM, SonyCare wrote: Dear Mr. Balaji Mannar, Greetings from Sony India. We thank you for patronizing Sony Products. This is in reference to your email dated 25th May 2015 addressed to our Management in India and abroad, regarding your BRAVIA television Model: KDL-46EX520, Serial no: 2424178 purchased on 6th July 2011. This also in reference to the email dated 13th November 2013 from Mr. Priyank Chauhan - Customer Relations, New Delhi. As per our earlier communication, as you had not confirmed your decision, we have closed your service request. If you wish to proceed for service on chargeable basis, please get in touch with our contact centre at[protected]Toll Free); All 7 days (9 AM to 7:30 PM). There will be fresh service request. Inspection and troubleshooting will be redone and estimation will depend on the findings at that time. We would also like to mention here that our Management is aware of your concern and the resolution given to you. Appropriately authorized and empowered staffs have been in communication with you and taken care of your complaint. We have already offered you the final resolution. Writing repeatedly will not change our resolution. Thanking you and assuring you best of our service support always. With Warm Regards, Sony India P. Ltd. P.Sushmitha Regional Customer Relation Customer Centric Division – Chennai On Mon, May 25, 2015 at 7:49 AM, Bala wrote: Dear Mr. Kazuo Hirai, Greetings, My name is Balaji Mannar, from Chennai, India. I have been a loyal customer with Sony from 1992 in buying Sony TV, Sony Digital Camera, Sony Music Systems, Sony Digital TV, Sony car music systems, Sony DVD player, Sony Home Theater. I have enjoyed all the products that I purchased minimum of 5 years on buying with lot of trust on the brand name, quality and service. But this was all changed when I had purchased a 46inches Sony LED TV KDL EX 520 in the month of July 2011 and in the month of June 2014, the LED panel failed in my TV. The service engineer visited the TV and I have been sent a quotation by P. Sushmitha, Regional Customer Relation on 28 Jul 2014 06:52:44 for Rs. 20, 409/-. I was somehow was hesitating to change the panel as I bought it for 90k INR and within 3 years need to pay 20k again. So when I checked with the engineer he said it was due to some strange issues like wiping the TV with wet cloth which was not instructed to me while I bought the TV or neither had this issues previously with Sony from 1992 till 2014. Meanwhile Sushmitha had replied to my few emails again on 28 Jul 2014 09:35:18, informing that the estimate was Rs. 28, 409/-. This was not giving me any professional approach by Sony customer care as they changed the cost the same day from 20k INR to 28k INR . Even she told me that there were only few complaints on the model and there is not issue with the product KDL EX 520. This was leading me to lot of questions on the quality of product, service of Sony and I had to setup a google group called Sony Led panel google group, where lot of similar complaints with the same model raised. I'm sending the list of people having similar complaints in the same series as to KDL EX 520 with Panel failure. I have proved that there is a real problem with the TV model Sony LED KDL EX520 and requested for a free replacement. In Sony facebook there was a comment to my complaint saying that we heard the issue and will resolve the issue, but it never happened till date. I have my Sony TV at my home from July 2014 till now without working just being like a show piece. Being a loyal customer with Sony and writing this email to Sony CEO, I have some hope that my issue is heard and considered for a free replacement. Hope to hear from you in this regard, I will send few reference documents attached with this email and ready for discussion at my phone / email. Product details : BRAVIA Model: KDL-46EX520, Serial no: 2424178 purchased on[protected]. Thanks, Regards, Balaji +91-[protected]