[Resolved]  Sony — Problems in Getting My Sony TV Serviced - Matter of Great Concern for Me.

Address:

Thrissur, Kerala

My Sony Bravia LED TV Model KLV32EX330, purchased at a cost of 139.90 Omani Rials (about Indian Rs. 22500/-)from Muscat started showing double images after about 16 months in use in Kerala, India. The Sony technician said the screen is to be replaced and the total cost will be approximately Rs. 15000. He wanted an advance of Rs. 5000/- in cash for the screen, which he said will be replaced in one week. The advance of Rs. 5000/- was paid on 02.04.2014. No response from Sony after that. A detailed complaint was lodged with Sony in E-mail id sonyindia.[protected]@ap.sony.com. The complaint was logged as 18631570 on 16.04.2014, as per auto acknowledgement received from Sony. Copy of the complaint is reproduced below : [protected][protected][protected][protected] - -------- Original Message -------- Subject: Problems in Getting My Sony TV Serviced - Matter of Great Concern for Me. Date: Wed, 16 Apr 2014 16:35:24 +0530 From: K RADHAKRISHNAN <[protected]@vsnl.net> To: <sonyindia.[protected]@ap.sony.com> Reply-To: <[protected]@vsnl.net> K. Radhakrishnan, (Mobile No. [protected]), "Deiveekam", Pookkattil Estate, Behind Mammiyoor Temple, Mammiyoor, Guruvayoor P.O., Kerala State, India. P.I.N. 680101. Dear sir / madam, Ref. : (a) M/s Jumbo Electronics Co. Ltd. (LLC), Ruwi, Oman Cash Memo No. RI 12003021 Dated 07.11.2012 (Scanned Copy Attached). (b) M/s Access Electronics Service Job Sheet No. Nil Dated 29.03.2014 (Scanned Copy Attached). (c) My Complaint Registration No. 18323387 Dated 26.03.2014 (Registered at Your Toll-free No.[protected] I present the following facts for your urgent action : (1) I purchased the Sony BRAVIA 32" LED TV, KLV32EX330, Sl. No. S[protected]H from M/s Jumbo Electronics Co. Ltd. (LLC) in Ruwi, Oman on 07.11.2012, with a one year warranty. (2) While watching the TV on25.03.2014, the picture suddenly started distorting and showing 'double images' (one image overlapping the other). (3) On 26.03.2014, I contacted your Customer Care Centre on telephone no.[protected]. The complaint was registered as per no. 18323387 on the afternoon of 26.03.2014. The customer care executive assured me that the complaint will be attended to in 2 working days. The executive gave me the telephone nos. of your service agent M/s Access Electronics in Thrissur (Tel. nos.[protected] / 6999555), for me to follow up. (4) After repeated calls, Mr. Pragalesh, said to be your service technician (mobile no. [protected]) turned up in the late evening on 29.03.2014. After seeing the TV, he said the screen has to be changed. He said he can tell the exact amount and the time required for completion of the job, only after contacting his office. (5) Finally, that too after repeated calls from my side, on 02.04.2014, Mr. Pragalesh said the cost will be approximately Rs. 14500/- plus transportation from Thrissur. He said the job will be completed in one week (i.e., by 09.04.2014). He wanted Rs. 5000/- by cash in advance (he said cheque is not acceptable) and I paid the amount on the evening of 02.04.2014 itself. (6) Though I had impressed upon Mr. Pragalesh about my inability to view TV programmes until the job is completed, he did not contact me after that. When I called him, he said he will "check and call back". But he did not call me. (7) I contacted your customer care again the executive gave me the mobile no. [protected] of Mr. Sanu, Manager, Servicing, M/s Access Electronics. (8) When called, Mr. Sanu also said he will "check and call back". But he never called me. I called him and requested him to follow up the case through phone, but he said he can only send e-mail and wait. (9) Due to the lack of response from M/s Access Electronics, I called your customer care again 0n 14.04.2014 and then the executive gave me the mobile no. [protected] of Mr. Santhosh Thomas, Sony Area Service Head in charge of Kerala. (10) I called Mr. Santhosh Thomas on 14.02.2014 itself and explained the whole situation to him. He too said he will "check and call back". But he did not call. (11) Today, 16.04.2014, I again called Mr. Pragalesh, technician, but his mobile was switched off. Then I called Mr. Sanu, Manager, Servicing, M/s Access Electronics, but he did not answer the phone. And then I called Mr. Santhosh Thomas, your Area Head for Kerala, but he too did not answer the phone. (12) Really worried, I called your customer care again and the executive gave me your this e-mail id for me to contact. Hence this mail to you. (13) Now, is it Sony culture that you harass you customer by making him run from pillar to post for the sole mistake of buying your product ? (14) Is it the Sony culture that when a customer follows up regarding some service issues, to say will "check and call back" and then keep silence ? (15) As the screen has given way in 18 months, normally the company should have offered a free replacement, or atleast a replacement with minimal cost. Instead, I am being harassed by charging the full amount and delaying the supply and keeping me in the dark about the status. (16) In this context, I wish to point out that my daughter too had purchased a Sony 32" LCD TV about 4 years back and it developed the same problem within 2 years of purchase. What is happening to Sony quality ? (17) Can I expect an immediate redressal of my grievance atleast from you ? (18) Who will compensate me for losing watching of my favourite TV programmes for so many days ? You know, IPL also starts today. (19) If I do not get my problem solved to my satisfaction within 3 days from today, I will be constrained to proceed further as I feel necessary, which may include any or all of the following : (i) Approach Consumer Redressal Forum; (ii) Criminal Legal Proceedings to get back the Rs. 5000/- I paid to Mr. Pragalesh as advance; (iii) Go to the Press. Yours sincerely, K. Radhakrishnan.