[Resolved]  Sony — Corrupt Practices in Service Centres

Address:Kamrup Metropolitan, Assam

I purchased a Sony 32”LCD TV (Model KDL-32CX520) on[protected] for Rs. 28,200/-. The protection glass over the LCD screen developed a crack during transportation. I brought the set to a local Authorized Sony Service Centre (ASC), M/s TECH SHOP on[protected]. After checking the set, the service person let me know that the set will not get warrantee coverage as it was not a Sony India sourced product (though I showed the retail invoice/cash memo). However I requested the ASC people for an estimate for the cost of repairing. The service person obliged with a printed estimate which was a whopping Rs. 10,382/-. This included cost of complete replacement of the LCD Panel (LCD Screen plus Protection glass). But the LCD Screen of my TV was intact and perfectly working and no question of changing that should arise. I wanted to take back the set without servicing. But the ASC released my TV only after receiving Rs 662/- (tax included) as labour charge. Then on[protected], I brought the set to another ASC, M/s C.P. Enterprise. Here also the case was same. The service people would replace the whole LCD panel as Sony Company does not provide the protection glass separately for replacement. Since I suffered for a lot and wanted to end the bitter saga of viewing a cracked TV, I bowed to the demand of the Sony Service Centre and got the TV repaired after paying Rs. 10,513/- (the cost of LCD Panel is Rs. 9,839/- plus labour charge Rs. 674/-).
My points are: 1. Why the first ASC, M/s Tech Shop charged me the labour charge for just giving the estimate? 2. Why Sony makes the consumer pay for parts which he does not need, thus increasing the cost burden many fold? In my case, had Sony replaced the protection glass only, the repairing cost would have been just a fraction of the total bill. Are these not instances of consumer rights violation on the part of Sony India?
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Aug 13, 2020
Complaint marked as Resolved 
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Sony India — POOR SERVICE COSTLY PARTS

I would request you not to buy a sony product ever as they have the worst service costly parts and design defects. I had bought a very expensive sony TV . They have changed the part thrice charged more than 17 thousand rupees and it goes burst after every six months .
POOR SERVICE COSTLY PARTS.

i agree with u. i am also experience the same problem. their customer service is very poor. sony is selling cheap chinese goods in india.
Dear Sir,

Regret the inconvenience caused. Our service team is already in touch with your for the said concerns. For further communication on this issue, please call us at our direct official toll-free helpline at[protected] or write to us at sonyindia.[protected]@ap.sony.com

Regards,
Sony India Team
Sony India replied to my direct complaint email as:
RE:'SonyIndia=[protected]'General Info - Sailen Kakati May 14,
Dear Mr. Kakati, Greetings from Sony India! We thank you for patronizing Sony products. As per the technical report received from the service centre, since the LCD panel of your set has been found damaged due to external clause, rectification of the set is chargeable. Accordingly, the service centre has charged for the spare as well as service charge. Also, we would like to mention here that there is no protection glass, it is imbibed with the LCD panel & accordingly the estimate for the panel has been given to you. We assure you that since you have already paid the service charge, you need to pay the service charge again for rectification of the set for this time. Also, the LCD panel will have 12 months warranty from the date of delivery of the rectified set to you. For any further assistance, please feel free to contact you. Assuring you of our best services & support always.
Warm Regards, For Sony India Pvt Ltd
Soma Bose, Regional Customer Care Incharge-East, Kolkata.

My reply was as follows which was never answered
Dear Sir/Madam,
Thanks for your response. But my concerns are not adressed yet. I was made to pay labour charge on two occassions. First I paid Rs. 662 at M/s Tech Shop, Guwahati-3 where I just collected the estimate on[protected]no servicing was done). Then I paid Rs 674 at M/s C.P. Enterprise when I submitted the tv for repair on[protected] and took the delivery on[protected]. Please check the vouchers thoroughly.

Secondly, yes, there is no protection glass in the lcd tv. Actually there is a a very thin lcd screen which is fitted to the bulky lcd panel assembly. And it is possible to detach and replace the lcd screen from the panel assemly. In my case, since only the lcd screen is cracked, there was no point changing the whole assembly, which was perfectly working. Had only the faulty lcd screen was replaced, the cost of repairing would have been much less. So I understand, as the monopoly player with respect to Sony product servicing, by not supplying what is exactly required for servicing, Sony India has indulged in an activity which is against the interest of the consumer. Instead Sony India is compelling customers to pay for parts which are not required which is not fair.

Hence I request you to take necessary steps to resolve my grievances at the earlist.
The last communication from my side was on 15th May. Then I filed a complaint through Consumerdaddy.com on[protected]Complaint No. 10857). Sony India chosen to ignore this complaint also and as a result, consumerdaddy.com put the status of the complaint to unresolved status and downgraded the consumer satisfaction level by 10%.
You are a non technical person and that is why arguing on this issue. The LCD panel comes as a whole unit and that is a standard practice for all manufacturers because only the thin LCD glass without back-light frame cannot be safely transported and installed. The cost of this LCD glass is about 80% of the total assembly of LCD panel.
I want to know this from Sony India only. Let them give the exact break-up of the cost of the LCD Screen and the Back Light Frame. If orangzeb.uop is to be believed, I was made to pay Rs. 2000 unnecessarily extra by Sony India just for the Back Light Frame, which was meant only for facilitating safe transportation of the fragile LCD Screen! Is this not a glaring example o[censored]nfair and monopolistic trade practices adopted by the TV manufacturers including Sony India in the name of technical reason? Is it a mere coincidence that the member oranzeb joined the forum; the same day written the post favouring the Company and negating the complainant as non technical person? Though being an engineer by profession myself, I believe the point of technical/non technical should not be raised when a consumer raises his/her concern in respect to an injustice meted out to him/her.
With respect to the second issue, i.e. Sony India's Service Centre M/s Tech Shop charged me the full labour charge just for giving the estimate for repair, by not saying a single word in this matter, Sony India simply adding fuel to the rampant corrupt practices in its Service Centres.
I agree with skakati. It seems orangzeb. uop, who is a self styled 'technical' person, is either directly related to Sony India or any other company dealing with TV manufacuring who are cheating the poor consumer by charging for parts not required for the repairing. After getting the information that the back panel cost is 20% of the total LCD Panel cost, it is clear that Sony India had charged around 2K bucks extra from the consumer for the sack of safe transportation of the LCD Screen, which is most unfair. If the company concerned has any different view, they should contradict this with exact data. Further I protest the idea of orangzeb of terming a consumer technical/non technical when he/she raises concern in respect to an injustice meted out to him/her.
Again the act act by Sony India's Service Centre M/s Tech Shop for charging full labour charge for just for giving the estimate for repair is a blatant violation of consumer rights, and a finger of accusation can be raised towards Sony India for not taking any stern action against the service centre, which in other words simply adding fuel to the rampant corrupt practices in Sony Service Centres.
I am grateful to bboruah for the kind words of support to my complaint. But I think, the first comment, which might be a result of typographical mistake on part of bboruah, may create some confusion that it is me only who had written this comment in the name of bboruah. I would like to clarify that, I skakati, is no way responsible for any comment by any member on my complaint against Sony India.
I regret the typographical mistake in my first comment. However I strongly stand by skakati's side as I myself is also a victim of big company's unfair trade practices on many earlier occasions.
From the the words of the 'technical person' oranzeb.uop, who is most likely an industry insider, my conviction that I was made to pay an excess amount which is not less than Rs 2000/- was vindicated.
The first time when I went to M/s Tech Shop, the lead person of the ASC brazenly declared the three guidelines followed by the ASC (Authorised Sony Centre) to me. First, though they would charge the full estimated cost of Rs.10, 382/-, the replaced LCD panel would not be a brand new one, i.e. it would be a repaired piece! Second, the replaced Panel would not carry any warrantee, only one months' labour warranee would be provided. Last but not the least, the ASC would retain the faulty LCD Panel. This amply makes clear the rot in the Sony Service Centre. This way, Sony India collects the intact parts from the customer (the Back Light Panel in my case), refurbish/refit the same and sell it at the price of new!
Sir/Madam

I purchase a Sony Bravia TV set from e-zone Senapati Bapat Road Pune.
I received the delivery on 27th Nov 2013, your technical support & installation was supposed to be available on 28th Nov 2013.
My Service Registration ID is 16853810 it is assigned to Telecare; ADC - Pune .
But it is not installed yet, waiting, want to know why so much delay & when it will be installed?

Milind Patil
With reference to the above subject, I am writing a true incidents of serious bad experience about SONY India Limited. I have bought SONY LCD TV (Bravia-half HD, KLV-32S530A) on November'2009 from SONY Showroom-Diamond Harbour road. Price was 32, 000 (Approx). In the year 2010-November, my TV was serious condition and your service engineer has confirmed that the Panel was malfunction and this should be change as soon as possible. After three week has gone, Mrs Soma Bose from SONY India has confirmed that panel not yet imported from Singapoor and my TV set will be replace with new one (KLV-32EX400, Full HD) and extra Rs. 5, 000 /- will be pay by me, I have agreed and new TV has come on 06.01.2011 (Market Price was Rs. 37, 990 /-).

After smooth running (3 years) my new TV, in the year of 2015-Janyary, again I have found some problem in TV Screen on 08.01.2014. Already logged call to SONY Service Center. Service Engineer has come on 11.01.2015 and examined my TV and observed that PANEL Problem and this will change. The cost may be 14, 000 /-.

Now my question, what is value of my money. So come to know by bad experience, every 2-3 years TV will be damage.
What is going on ?
Why SONY not giving the value of my money ?
Why should I pay extra amount to SONY ?,
Dear Sir/Madam,

I am writing a true incidents of serious bad experience about SONY India Limited. I have bought SONY LCD TV (Bravia-half HD, KLV-32S530A) on November'2009 from SONY Showroom-Diamond Harbour road. Price was 32, 000 (Approx). In the year 2010-November, my TV was serious condition and your service engineer has confirmed that the Panel was malfunction and this should be change as soon as possible. After three week has gone, Mrs Soma Bose from SONY India has confirmed that panel not yet imported from Singapoor and my TV set will be replace with new one (KLV-32EX400, Full HD) and extra Rs. 5, 000 /- will be pay by me, I have agreed and new TV has come on 06.01.2011 (Market Price was Rs. 37, 990 /-).

After smooth running (3 years) my new TV, in the year of 2015-Janyary, again I have found some problem in TV Screen on 08.01.2014. Already logged call to SONY Service Center. Service Engineer has come on 11.01.2015 and examined my TV and observed that PANEL Problem and this will change. The cost may be 14, 000 /-.

Now my question, what is value of my money. So come to know by bad experience, every 2-3 years TV will be damage.
What is going on ?
Why SONY not giving the value of my money ?
Why should I pay extra amount to SONY ?,

Regards
Dipankar Chakraborty-[protected]

Sony India — Angainst mobile phone

I was submitted my phone from last 10 days but the will not be resolved. i am suffering from soooo much difficulties.kindly resolve my issue. Even they dnt provide me any standby handset for usage.

Xperia Z restarting continuously - 1-1257081833.

I have already raised a complaint regarding my problem to sony with detailed description and the reference no. my complaint is 1-[protected]. But still i didn't get reply from them my problem remains same.

sony xperia L

The problem is I given my smartphone for sony service center regards My phone was hanging but right its hanging soo much so many it was shutdown

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