[Resolved]  Sony — Replacement of defective Sony Hifi MHC-GZR7D music system under warranty

SUB: REPLACEMENT OF SONY HI-FI MUSIC SYSTEM, MODEL- GZR-7D, UNDER WARRANTY WITH NEW SYSTEM, DUE TO REPEATED MAJOR MANUFACTURING DEFECTS.

Dear Sir/madam,
I had purchased one Sony HIFI MHC GZR7D Music system, serial no 6103221 from M/s Manoj Audio Video, Delhi on 16/02/2009. The set is under warranty. Hardly ,from 02 months from the date of purchse, I am repetedly facing lot of problems with the set. I am thoroughly describing the problems faced almost since brginning:
1) In the month of April, one day , while playing audio CD, suddenly set stopped playing . when i contacted Sony service center in DELHI (Ph no[protected], registration request no 3977122), they had sent a service person from M/s SONA Assocites, Faizabad. He took the set with him and informed that some crtical part called “CDM” has got defect and it was replaced.Finally I got my set back after about 10 days.
2)further, on 11/08/2009, while set was playing an Audio CD ,suddenly it stopped and went into stand by mode. When it was tried to start after some time as, it immediately returned to standy mode. I had called service engineer from nearest service center, M/s Sona Associates, faizabad. Their service person came on 12/08/2009 and said that set needs to be taken to service center for checking. On, 13/08/2009, I personally handed over the set at their service center in faizabad. On 19/08/09. When, i again called them, they told that there is some problem in the set that we will take the set to SSC lucknow. Finally I received the set alsmost after 25 days i.e in first week of sep’09 since i handed over the set.
3) The tale does not end here. Again the set has develpoed similar problem on 08/11/2009. When it was playing audio songs through USB (PEN DRIVE), suddenly it again went to standby mode. I have contacted directly at Sony SSC at Lucknow on same day. They had sent service person on 13/11/2009. He checked the set at my home and after checking he took the set with him to SSC lucknow for reparing.

After, about 20 days, SSC, Lucknow, Manager Mr Pradeep, informed telephonically that the set is now O.k. and it will not have any problem. I told him that since I am repeatedly facing the similar type of times problem, as of now third time, I want a written assurance from SONY that if the set will develop any defect fourth time; it shall be replaced with new set. He, told me that he cannot give any written commitment but he committed verbally that if the set develops any problem fourth time, it is in the policy of SONY, to replace such set with new set. When I stressed on written commitment, he told me that have faith on him and he is sending the set within two days to my home.
His representative came to my home on 04/12/09 with the set, and asked me to check it his presence.
As soon as the power was put ON, one message “OVERCURRENT” came on digital display of set. Immediately Set power was put OFF. And again, Mr Pradeep was contacted on phone regarding above thing. Mr. Pradeep told that, we have removed the PROTECTION from the set and hence this message is coming and you can operate the SET without worry. On his assurance, when we started checking, other functions, many erroneous messages started coming on digital display of set, Like “PUSH POWER, OVERCURRENT” etc. When, USB drive was checked for its functionality, it didn’t play PEN DRIVE. Even the Service representative also tried to play his own pen drive, USB port failed to play.
I had sent back the SET, with SONY service personnel, immediately without receiving it.
Next day i.e on 05/12/2009, I had contacted Mr Pradeep, and told him as of now this set is Non-Repairable and this is the fourth time the SET has developed problem under warranty, Hence as per his Commitment, he should initiate for replacement of this SET with new one. He told me to give him some time to talk with higher management and assured to give his feedback in 3 or 4 days.
Based, on his assurance, I kept on waiting without any further enquiry.
Suddenly, on 10/10/09, he sent the Set with his Service Personnel without informing me and I declined to receive the set and retuned it back without acceptance.
the set is lying with Sony service center, Lucknow presently.
I want to stress that since purchase, the set remained at my home for hardly 2-3 months and rest of the time i.e as of now almost 11 months from purchase, it remained at Sony service center.

I have written two detail letters to SONY INDIA HEAD OFFICE, NEW Delhi but no response is there.

I AM FED UP WITH THIS SET AND STREESSING THE FOLLOWING POINTS AND REQUESTING YOUR KIND HELP TO GET ME REPLACE MY SET WITH SIMILAR NEW ONE AT THE EARLIEST.

i) Considering my deepest agony and disgustment with the non-performance of SET and since SET is continuously having problems as of now fourth time, under warranty. It clearly indicates major manufacturing defects and SET should be replaced with new one as earlier as possible.


Details of set are: SONY HI FI MHC GZR7D, SERIAL NO 6103221, DATE OF PURCHASE:16/02/2009. Purchsed from: M/S Manoj Audio video, Daryaganj, Delhi.

With thanks,

Mrs Shiva Tripathi
w/o Mr Ashish Tripathi,
TYPE-IV/85, NTPC TOWNSHIP,P.O-VIDYUTNAGAR, TANDA,
DISTT: AMBEDKARNAGAR(U.P)
MOBILE:[protected],[protected]
e-mail:[protected]@rediffmail.com,
[protected]@ntpc.co.in