Sony — Sony LCD - Faulty TV Panel
Uttar Pradesh, India
The Managing Director/Chief Executive Officer
Subject - Sony LCD TV with Inbuilt Manufacturing Fault in TV Panel
I,Rohit Maheshwari, am working with University of Oxford in UK, bought Sony Bravia LCD TV less than 3 years ago while visiting India for our new home in NOIDA from a Sony Dealer in Delhi. In the last 3 years the LCD has not been used for more than 4 months as we are NRIs and visit india only 1-2 times a year. Recently we started having trouble with SONY LCD as it's screen started showing 4-5 lines on the left hand side and became unwatchable. When we called up customer service 3 times explaining our ordeal everytime - finally a guy visited us and after the inspection told us - it's a TV panel problem and you have to replace it only (as sony doesn't have repair policy) and the so called "discounted" cost is approx 11,000 INR and they will keep the defective part. On being asked why this has happened/what is the problem with the Panel - we didn't get any answer or explanation, all he said that he cannot answer that but replacement is the only solution.
Then I wrote an email to Sony Customer Service and got a reply from Vineeta Tyagi and she assured me best services. After a day Some guy "Aashirwaad" from sony (supposed to be a senior engineer) called up and gave us a time twice but never showed up ( what a Wastage of hard earned Holidays in India) and when i wrote to Vineeta again - he showed up next morning without even informing us. He came, saw the Tv for 5 minutes and told us the same thing - faulty TV panel. Then some guy "Kuldeep" calls up and says that he will find the solution and call me the same afternoon but he didn't. Two days later Vineeta sends me an email saying I have to pay 11,000 INR to get the LCD fixed. i fail to understand what is the purpose of writing to her when i have to pay so much money to get it fixed....what solution has she provided ?
I am gutted as Sony is supposedly the best and most expensive brand in the consumer durables market and this is SONY's latest technology, hardly used for few months and gives such a big problem where it's neither watchable nor repairable. I did not even pay 50,000 INR when i was buying it and now the replacement cost is so high that i can add more money and buy a new TV. Is this a Joke or what ? How on earth a product from such a reputed company goes off in no time ? i have completely lost my trust in SONY. This is just unacceptable and frustrating.
I am sure this kind of email must be very familiar to you as i have found so many stories on the net where loads of customers are facing the same TV panel problem. If you want i can forward you the links which i am sure will be a joy to read for the management team. Lastly - What a pain and distress Sony India is giving me n my family on our Annual Holidays in India.....Bravo (If not Bravia).
If it doesn't get sorted soon then I will be compelled to take the action as deemed fit.
One Disgusted Customer
University of Oxford
email - [protected]@yahoo.com
PH: [protected] (India)
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