Sony India — SONY TV ISSUE - frustrated since 2.5 months

Address:

Mumbai City, Maharashtra

Dear All, if you consider to buy sony product. please read my below email before you buy it specially sony TV. Also be ready to spend heavy replacement cost. They are asking me to pay Rs.15360 only after 8 months. I am still waiting for my TV panel to be replaced. Sony is just business minded and asking only for money without paying attention to customer satisfaction. THIS IS GENUINE EMAILS AND REPLIES WITHOUT ANY CHANGES. I AM REALLY FED UP WITH SONY TV. JUST WANT TO HIGHLIGHT THAT HOW SONY INDIA IS PATHETIC IN THEIR RESPONSE AND TOWARDS CUSTOMER. -------- Forwarded message[protected] From: Mohammad Ghouse Date: Tue, Aug 11, 2015 at 5:11 PM Subject: RE:'SonyIndia=[protected]'Service of Sony BRAVIA Model: KDL-32W670A IN5 bearing Sr.no : 2804124 purchase from Dubai. To: Sonyindia.[protected]@ap.sony.com, [protected]@ap.sony.com Dear maam, It's very easy for you to sorry whereas I have faced a lot of trouble given by Sony for over 2 months since my fist complaint on 4th June. It's really a very painful experience of my life. THIS IS THE MOST THIRD CLASS SERVICE I HAVE EVER FACED IN THE ENTIRE WORLD. You have taken good 2 months of MY VALUABLE time and ultimately given me negative feedback. I feel VERY DISAPPOINTED WITH SONY PRODUCT AND SONY TEAM. I HAVE SUFFERED EACH AND EVERY DAY EVERY MOMENT OF MY PATIENCE TO HEAR FROM YOU. HOW CAN SONY PEOPLE WILL TAKE SUCH A LONG TIME OF 2 MONTHS TO GIVE ANSWER TO CUSTOMER. I STILL CANT IMAGINE. ON 27TH JULY OF MY CALL TO CUSTOMER SERVICE WITH MR.ANUBHAV YADAV I HAVE EXPLAINED MY FULL PAIN AND HE APOLOGIES ME VERBALLY. BUT I WAITED PATIENTLY TO GET THE POSITIVE ANSWER FROM YOU BUT IT SEEMS THAT SONY INDIA IS NOT INTERESTED IN CUSTOMER SATISFACTION. RS 15360 IS A VERY BIG AMOUNT FOR A CUSTOMER WHO HAVE BOUGHT NEW TV IN JUST ONE YEAR. I HAD CHOICE OF LG SAMSUNG TV BUT I CHOOSE SONY OVER THEM CONSIDERING I WILL HAVE PEACE OF MIND FOR ATLEAST 3 TO 4 YEARS BUT NOW I REALSIED I MADE BIGGEST MISTAKE OF MY LIFE. I THANKS SONY INDIA FOR OPENING MY EYES WITH POOREST CUSTOMER SERVICE AND MUCH PAINFULL EXPERIENCE. I WILL NEVER EVER BUY SONY PRODUCT IN FUTURE AND NOR RECOMMEND ANYONE. THANKS ONCE AGAIN. MOHAMMED [protected] On 11 Aug 2015 16:44, "SonyCare" wrote: (SONY replied to my email dated 7th July on 11 august which came after my reminder on 11 august. SONY TOOK 45days to reply my email dated 7th july –WORLD CLASS SERVICE) Dear Mr. Mohammad Ghouse, Greetings from Sony India. Thank you for patronizing Sony products. This refers to your e-mail sent to our Service management and subsequent reply to you by the undersigned dated on 6th July 2015 in regard to the service of your BRAVIA Model: KDL-32W670A IN5 bearing Sr.no : 2804124. As explained in our earlier, Electronic failure may happen in a product in course of time. Service estimate Rs. 15, 360/- for Display panel has been communicated to you by our service center. We request you to approve the estimate so that we can carry out with the necessary services in your set. Kindly let us know your decision on or before 18th August 2015 as we shall keep this service request open till then We regret that we are unable to comply with your request to service the product free of cost or at discount. We solicit your kind understanding in this regard. Thanking you and assuring you best of our service support always. Warm Regards, Sony India Pvt Limited Nilima Dharve Customer Care Centre –West [protected] Forwarded message[protected] From: Mohammad Ghouse Date: Tue, Aug 11, 2015 at 1:00 PM Subject: Re: 'SonyIndia=[protected]'Service of Sony BRAVIA Model: KDL-32W670A IN5 bearing Sr.no : 2804124 purchase from Dubai. To: Sonyindia.[protected]@ap.sony.com, [protected]@ap.sony.com Dear Nilima / Service Head. I sent email on 7th July and waiting for your response. Its already one complete month & 4days. I am really surprise that brand like Sony is not committed towards customer satisfaction and delaying matter for such a long time. In the meantime; i made several phone calls to customer service with below detail but still did not get the proper solution. 1. called 27 july at 5.50pm - spoke to Anubhav Yadav 2. called 31 july at 4.35pm - spoke to Priyanka singh 3. called 9 aug at 10.20am - spoke to Chandni singh and then Mr.Anil Kumar. With my above all effort and trouble still waiting for your positive answer. All the time of my calls, i have been assured that resolution will be done in a week's time but its already 2 months now. As i informed paying Rs.15500 for panel replacement is not in my budget that too in just one year of TV purchase. I once again request you to please look into this matter and consider in replacing panel Free of Cost as a matter of goods gesture towards your frustrated customer waiting since last 2 months for your response. Awaiting for your positive answer. Thanks and regards, Mohammad Ghouse [protected] [protected] Forwarded message[protected] From: Mohammad Ghouse Date: Tue, Jul 7, 2015 at 4:08 PM Subject: Re: 'SonyIndia=[protected]'Service of Sony BRAVIA Model: KDL-32W670A IN5 bearing Sr.no : 2804124 purchase from Dubai. To: Sonyindia.[protected]@ap.sony.com Dear Nilima, Thanks for your email which finally came after 25days. I was about to lost my hope of getting a response from Sony India. This is really heartening to know that Sony is not striving to put an effort and support customer who has put in hard earn money in buying and trusting Sony product.This email from you is letting me regret on my decision to buy sony product. As i have mentioned earlier TV bought from Dubai and its covered under Jumbo electronics warranty which is the sole distributor of Sony products in entire UAE. Its just one year and you are asking me to invest another Rs.15500 (which is like paying 50% of the TV cost once again). Also i would like to mention that your service centre (sonu electronics mira road) are very rude towards customer approach and i will request to get this service through some other service centre. Kindly look into the same. This is really hurting me hard and i am truly disappointed in choosing Sony Bravia over other competitor like LG and Samsung. I really feel that Sony product quality is depraving day by day and i will be reluctant to choose Sony product in future. I again request you to look at the entire situation from customer's point of view and considering that only just one year is passed after investing a good amount in Sony TV. Awaiting for your early positive revert for the customer satisfaction Yours faithfully, Mohammed Ghouse [protected] On Mon, Jul 6, 2015 at 2:31 PM, SonyCare wrote: (SONY replied to my email dated 13 june on 6 july after 3 reminders. SONY took 25DAYS to reply my email dated 13june) Subject: Service of Sony BRAVIA Model: KDL-32W670A IN5 bearing Sr.no : 2804124 purchase from Dubai. Dear Mr. Mohammad Ghouse, Greetings from Sony India. Thank you for patronizing Sony products. This refers to your e-mail sent to our Service management in regard to the service of your BRAVIA Model: KDL-32W670A IN5 bearing Sr.no : 2804124. We sincerely apologise for the inconvenience felt by you. We had received your service request at our Authorized Service Centre – M/s. Sonu Electronics dated on 10th June 2015 vides Job no: J51407629. Upon inspection by our Engineer, we find the Display panel is needed to be replaced for the satisfactory working. Service estimate for Display panel has been communicated to you by our service center. We request you to approve the estimate so that we can carry out with the necessary services in your set. We regret that we are unable to comply with your request to service the product free of cost or at discount. We solicit your kind understanding in this regard. Thanking you and assuring you best of our service support always. Warm Regards, Sony India Pvt Limited Nilima Dharve Customer Care Centre –West From: Mohammad Ghouse Date: Wed, Jul 1, 2015 at 1:21 PM Subject: 'SonyIndia=[protected]' DISPLAY SCREEN PROBLEM- Sony Bravia To: sonyindia.[protected]@ap.sony.com Dear Sir, I am waiting for your response on the complaint. I am waiting for reply since 13 June. Its already 3 weeks passed. Please give me happy reason to be proud owner of Sony product. Please don't disappoint your good customer by not reply for so long. Awaiting for your positive answer ASAP. kind regards, Mohammad ghouse [protected] [protected] Forwarded message[protected] From: Mohammad Ghouse Date: Tue, Jun 23, 2015 at 9:16 AM Subject: Re: 'SonyIndia=[protected]' DISPLAY SCREEN PROBLEM- Sony Bravia To: Sonyindia.[protected]@ap.sony.com Dear sir, I send email on 13th June and it's already 10 days have passed and I did not recieved answer to my complaint. I would appreciate if you could look into my complaint and grievance asap. Awaiting for your early positive response. Kind regards, Mohammed ghouse [protected] [protected] Forwarded message[protected] From: Mohammad Ghouse Date: Sat, Jun 13, 2015 at 5:47 PM Subject: Re: 'SonyIndia=[protected]' DISPLAY SCREEN PROBLEM- Sony Bravia To: Sonyindia.[protected]@ap.sony.com Dear Sir, Even for same complaint i called customer care and spoke to Mr.Nikhil on 7 june under ref no. 25834528. Looking forward for your positive revert towards giving customer satisfaction. Kind regards, Mohammed ghouse [protected] [protected] Forwarded message[protected] From: Mohammad Ghouse Date: Sat, Jun 13, 2015 at 5:03 PM Subject: DISPLAY SCREEN PROBLEM- Sony Bravia To: sonyindia.[protected]@ap.sony.com Dear Sir, I had purchased Sony Bravia LCD model no. KDL-32W670A and warranty certificate is attached herewith. This was purchased on 1 may 2014 from Jumbo electronics Dubai. Its just over one year. Recently i have faced issue with display. Vertical bar (abt 4inch) is appearing in middle of screen which after 1 hour turns into black bar (photos are attached). I called local Service centre in MIra Road (post code 4011107) and engineer visited on 5th June and said we will get estimation of repair. They took 7 days to turn around and finally someone called me on 12th june and said that estimation to replace LCD panel will cost Rs.15500. . I was shocked to know that Panel is damaged so early, i have normal use of television and even since last 2 months we could not use TV due to school holidays and family travelled to native. So with minimal usage i am hard to believe that Panel is damaged. I trusted Sony brand considering its long term durability and i am totally disappointed with such problem and that too in such a short time.I bought TV just one year before. I am totally dissatisfied with Sony brand (though i have sony other product including sony ZR mobile ) and very much reluctant to buy any Sony product in future. Being a Sony buyer; i request you to look into this and do the needful. Rs.15500 for panel replacement is out of my budget. Awaiting for your early positive revert. Kind regards, Mohammed Ghouse [protected]