[Resolved]  Sony India — Poor response from Authorized Service Centre at Jayanagar, Bangalore. Issue is still unresolved.

Address:

Bangalore, Karnataka

Dear Sirs, I had purchase a Sony Bravia full HD LED TV model number "KDL 32 EX650 IN5" through your dealers Kundan Electronics on 8th November 2012 and the receipt number is M 36395. The said Television was installed at my place during the course of the week after 8th of November, 2012. The serial number of the set is 3272070. Recently, the Panel of the above mentioned TV got damaged and I had lodged the complaint with your authorized service agent SR Technologies located at No. 13, 11th Main, 5th Block, Jayanagar, Bangalore. The complaint was lodged on 24th of July An engineer from RMS Technology, 2014. An Engineer visited our residence under the Home Service category and checked up the panel and informed us that the Panel is damaged. He collected Rs. 200/- towards the visit for inspection and informed us that someone from SR Technologies will call us up and inform us the approx cost of replacing the panel. We did not hear from anyone for a few days. Thereafter, when I called up, I was informed that the order for the Panel needs to be placed and it is not available in India. SR Technologies said they will check if this panel can be shipped from Singapore. Again, after a few days, when I called up, I was asked to wait for a call from SR Technologies on this subject. Later on, I went to the office of SR Technologies on 9th of August to check on the status of my complaint. The engineer who had visited our residence and informed that the panel is damaged was not available and he did not take the call when I tried on his mobile. Nor did he bother to return the call. I think his name is Manjunath and his number is [protected]. When he had visited us for inspection on 24th July, he informed us that their service centre will organise a panel for this. But, to my surprise, when I met Krishna at SR Technologies, he said the panel is not available and I need to buy another set and as a customer of Sony, I will be eligible for 25% discount on a new LED TV. My query is how is it possible that Sony is not able to replace the Panel for the above model and why should I buy a new TV set when I have invested 42 K approx in November 2012 and the said tV is less than 2 years old? I am pretty disappointed with this approach by your service centre on this subject. I was called up by a lady by name Geetha from SR Technologies on 14th of August and informed that I need to bring a Demand draft for an amount of Rs. 14753/- towards the replacement charges for the Panel. The DD was supposed to be in favour of " Sony India Private Limited".. Since 15th August was a holiday, I took a DD drawn on ICICI Bank Limited on 16th August for the amount mentioned above and went to SR Technologies to deposit the same. When i reached the office of SR Technologies, I was informed that I need to buy a new TV and the service centre cannot replace the Panel of the model number KDL 32EX650 IN5. I was shocked and was very upset that after taking trouble of getting the DD organised, based on the call from your own authorized service centre, the same service centre says, they cannot replace the panel and the worst part of the entire experience was that the team there was not even apologetic about making me run around, get a DD organised and finally informing me that they cannot replace the panel. I was also asked to bring the original receipt as well as the Guarantee card so that the request for replacement of the panel can be processed faster. I am indeed quite disappointed with the service of your organisation and wanted to inform you about this and request you to replace the damaged panel of the above mentioned model at the earliest. Also, do let me know the charges for the same. I have not yet cancelled the DD of the above amount and will wait for your communication this week to enable me to take the next steps on this subject. Should you require copy of the complaint registered with your service agent, copy of the bill and the guarantee card, let me know. Thanks and Regards, Pankil Kumar Shah [protected]