Comments
Hi All,
Sony I thing is wrost product in terms of LCD TV, I have been facing picture issues every year, altough its under extended warranty and its been repaired twice, dont know what will happen after warranty period is over. Best is to go for Samsung these days.
Abhishek Mishra.
Sony I thing is wrost product in terms of LCD TV, I have been facing picture issues every year, altough its under extended warranty and its been repaired twice, dont know what will happen after warranty period is over. Best is to go for Samsung these days.
Abhishek Mishra.
Dear All,
I am the latest victim .. I purchased a 32" Sony Bravia LCD television on May2011. In 1Yr 11 months ( my usage is 1hr a day ) i am facing an issue in the picture quality ...lodged a complain with Sony Service Centre Barrackpore ( Kolkata ) who finally told me that I have to replace the Panel and it will cost me 11 - 12K .
I bought Sony because of the reputation and durability the brand carries . I simply cant believe that in less than 2 yrs time my hard earned money went into a toss and again I have to invest in a new tv set . This is simply disghusting and I will suggest every new buyer " NOT TO BUY ANY SONY PRODUCTS " ...
I am the latest victim .. I purchased a 32" Sony Bravia LCD television on May2011. In 1Yr 11 months ( my usage is 1hr a day ) i am facing an issue in the picture quality ...lodged a complain with Sony Service Centre Barrackpore ( Kolkata ) who finally told me that I have to replace the Panel and it will cost me 11 - 12K .
I bought Sony because of the reputation and durability the brand carries . I simply cant believe that in less than 2 yrs time my hard earned money went into a toss and again I have to invest in a new tv set . This is simply disghusting and I will suggest every new buyer " NOT TO BUY ANY SONY PRODUCTS " ...
Dear all
1. Purchased a TV set model no.KDL-32EX420 on 23.03.2011
2. Middle of April'12 the TV was not working. Complain had been lodge.
TV was picked up by service center 32, hazra road, kolkata-700029.
Informed me the panel of the TV has not working and should be
replaced. After doing their job they return back my TV on 28.05.2012.
3. Middle of June'13 the same problem noticed as earlier year.Complain
lodge and the set picked up by the service center of Garia Station
Road on 05.07.2013. On 06.07.2013 the service center asked me to pay
Rs.14, 710/- for replacement of panel.
4. repeatedly I asked the service center to arrange to talk or provide me the contact details of the senior responsible authority of Sony India.But they had not bothered my request.
Finally I am also suggesting every one " NOT TO BUY ANY SONY PRODUCTS " ...
Dibakar Mridha
[protected]@gmail.com
#[protected], kolkata
1. Purchased a TV set model no.KDL-32EX420 on 23.03.2011
2. Middle of April'12 the TV was not working. Complain had been lodge.
TV was picked up by service center 32, hazra road, kolkata-700029.
Informed me the panel of the TV has not working and should be
replaced. After doing their job they return back my TV on 28.05.2012.
3. Middle of June'13 the same problem noticed as earlier year.Complain
lodge and the set picked up by the service center of Garia Station
Road on 05.07.2013. On 06.07.2013 the service center asked me to pay
Rs.14, 710/- for replacement of panel.
4. repeatedly I asked the service center to arrange to talk or provide me the contact details of the senior responsible authority of Sony India.But they had not bothered my request.
Finally I am also suggesting every one " NOT TO BUY ANY SONY PRODUCTS " ...
Dibakar Mridha
[protected]@gmail.com
#[protected], kolkata
To,
Mr Kenichiro Hibi,
Managing Director,
Sony India Pvt. Ltd.,
A-31,
Mohan Cooperative Industrial Estate,
Mathura Road,
New Delhi - 110044,
India.
Dear Sir,
Re : T V Purchased from Sony.
I am a customer of Sony India TV. I have purchased TV Model KLV-32W400 A as under :-
Date of Purchase : 04th July 2008.
Vendor Name : Mehta Electornics (08-09)
Invoice No : ME/08-09/02306
Amount Paid (Price) : Rs 60, 000/- copy of Invoice enclosed.
This TV developed some snag within the warranty period only and it was repaired vide Job No : SAS55246 Dt 6th June 2009. Copy enclosed.
TV was repaired again during the period 27th Feb 2012 to 20th March 2012 vide Service slip No
WS[protected] Dt 5th March 2012. Delivery given on 20th March 2012. Payment for repair made by me Rs 14, 353/- by Cheque to the Authorized Service Center, at Bangalore.
TV again stopped working on 26th Oct, 2012, given for repair on 27th Oct 2012 to the same Authorized Service Center of Sony TV vide Job Card No : J21286040 Dt 27th Oct 2012. Intimated estimated cost of repair Rs 11374/-. Copy enclosed.
I have been informed by Authorized Service Center of Sony TV that the parts are not available, hence repair not possible. They offered to replace TV with 32BX model, which is inferior to the model I purchased in 2008. On my request for higher model, I have been communicated that now the offer is for EX550 model, which is not even FULL HD.
I purchased TV in 2008, model which was one of the highest model at that time, costing Rs 60, 000/-, now what is being offered to me as replacement on the cost of repair, was Rs 19, 900/- and next one is approx Rs 35, 000/-.
I would request you for the reasonable replacement with the model is costing now (as on Date) not less than my purchase price, preferably, the amount I paid to Sony, i.e., Rs 60, 000/- + Rs 14, 353/- +Rs 11374/- Totaling to Rs 85, 727/-
I have approached many times to Sony India as per Reference number quoted blow :-
SLNO Date Ref No SLNO Date Ref No
1 17/11/2012 12142451 4 23/11/2012 12019656
2 23/11/2012 12235566 5 27/11/2012 12285895
3 23/11/2012 11760206 6 03/12/2012 12357938
7 06/12/2012 12390329
Yet to get proper response.
I would request your kind attention on the issue and would also request you not to force customer to explore other alternatives like taking up with other agencies like Consumer Courts, which will give unnecessary negative publicity to your Company and waste of resources of Customer. No one is going to gain from such action.
Hope you will be kind to consider reasonable and proper replacement of the TV. The matter is already hanging since last 27th Oct, 2012.
As the matter is unduly delayed, I am now going for new purchase of TV, not from SONY, in view of the approach of your customer service Executives.
I am going to approach the authorities as per law of the land, only because the SONY India TV has forced me to do so, at your cost.
Thanks & Regards
V K Sinha
318, B-2, Godawari,
National Games Village,
Kormangla,
Bangalore –560 047
Mobile No : [protected]
Mr Kenichiro Hibi,
Managing Director,
Sony India Pvt. Ltd.,
A-31,
Mohan Cooperative Industrial Estate,
Mathura Road,
New Delhi - 110044,
India.
Dear Sir,
Re : T V Purchased from Sony.
I am a customer of Sony India TV. I have purchased TV Model KLV-32W400 A as under :-
Date of Purchase : 04th July 2008.
Vendor Name : Mehta Electornics (08-09)
Invoice No : ME/08-09/02306
Amount Paid (Price) : Rs 60, 000/- copy of Invoice enclosed.
This TV developed some snag within the warranty period only and it was repaired vide Job No : SAS55246 Dt 6th June 2009. Copy enclosed.
TV was repaired again during the period 27th Feb 2012 to 20th March 2012 vide Service slip No
WS[protected] Dt 5th March 2012. Delivery given on 20th March 2012. Payment for repair made by me Rs 14, 353/- by Cheque to the Authorized Service Center, at Bangalore.
TV again stopped working on 26th Oct, 2012, given for repair on 27th Oct 2012 to the same Authorized Service Center of Sony TV vide Job Card No : J21286040 Dt 27th Oct 2012. Intimated estimated cost of repair Rs 11374/-. Copy enclosed.
I have been informed by Authorized Service Center of Sony TV that the parts are not available, hence repair not possible. They offered to replace TV with 32BX model, which is inferior to the model I purchased in 2008. On my request for higher model, I have been communicated that now the offer is for EX550 model, which is not even FULL HD.
I purchased TV in 2008, model which was one of the highest model at that time, costing Rs 60, 000/-, now what is being offered to me as replacement on the cost of repair, was Rs 19, 900/- and next one is approx Rs 35, 000/-.
I would request you for the reasonable replacement with the model is costing now (as on Date) not less than my purchase price, preferably, the amount I paid to Sony, i.e., Rs 60, 000/- + Rs 14, 353/- +Rs 11374/- Totaling to Rs 85, 727/-
I have approached many times to Sony India as per Reference number quoted blow :-
SLNO Date Ref No SLNO Date Ref No
1 17/11/2012 12142451 4 23/11/2012 12019656
2 23/11/2012 12235566 5 27/11/2012 12285895
3 23/11/2012 11760206 6 03/12/2012 12357938
7 06/12/2012 12390329
Yet to get proper response.
I would request your kind attention on the issue and would also request you not to force customer to explore other alternatives like taking up with other agencies like Consumer Courts, which will give unnecessary negative publicity to your Company and waste of resources of Customer. No one is going to gain from such action.
Hope you will be kind to consider reasonable and proper replacement of the TV. The matter is already hanging since last 27th Oct, 2012.
As the matter is unduly delayed, I am now going for new purchase of TV, not from SONY, in view of the approach of your customer service Executives.
I am going to approach the authorities as per law of the land, only because the SONY India TV has forced me to do so, at your cost.
Thanks & Regards
V K Sinha
318, B-2, Godawari,
National Games Village,
Kormangla,
Bangalore –560 047
Mobile No : [protected]
Sony India — T.V. not repaired and answered my phone
engineer had come yesterday and says you will drop the T.V. at service center its weight around 80 kg and it is not for me to carry the TV at service center. I have request to you please arrange for repaired the TV at my residence. Regards I. M. Sharma I had Purchased a Sony KDL-40EX520 led TV. I bought it form sony centre Mulund, Mumbai in November 2011. Just after completing a year say in jan 2013 it started showing thin horizontal lines. Same problem was faced by my friend who bought same model sony led tv on my recommendation in jan may 2012. Now his total display has harizontal patches. The repair cost told by sony to him is 23000 INR. We bought this tv for 65000 INR. Now to repair it we have to pay one third of its original price. I trusted Sony as a brand and even after having only 1yr warranty less than other products in market which are also cheaper i bought and suggested my friend to buy sony. Now i am really dissatisfied by Sony. If anybody having the same problem please contact me. We can sue sony in consumer court as i fell its a manufacturing default and they should replace it for free. My friends and my led are of same batch.
Sagar Kadam
[protected]
Sagar Kadam
[protected]
sir
I bought sony bravia 40 colour LCD tV from m/s Melody House chandigarh vide bil/Invoice no2843 d/d[protected] .recently after 1 1/2 years or so, the tv could not be properly switched on and automatically switched off after few minutes of running. i called service personnel at swastic vihar panchkula - who first indicated panel problem, & later to power supply malfunction.iassure you that i took full care of system and even had VR installed to ensure proper voltage input.
frankly sir, idid not expect a reputed product of reputed coy like sony -- to be faulty so soon after actual sparing use of appliance(MAX ONE Hour per day) after app one year.o[censored]se.The service centre claims payment running in thousands. Iam at a loss to understand where i have gone wrong. Pl provide an urgent remedy.
Alka Dhamija [protected]@gmail.com o[protected]
I bought sony bravia 40 colour LCD tV from m/s Melody House chandigarh vide bil/Invoice no2843 d/d[protected] .recently after 1 1/2 years or so, the tv could not be properly switched on and automatically switched off after few minutes of running. i called service personnel at swastic vihar panchkula - who first indicated panel problem, & later to power supply malfunction.iassure you that i took full care of system and even had VR installed to ensure proper voltage input.
frankly sir, idid not expect a reputed product of reputed coy like sony -- to be faulty so soon after actual sparing use of appliance(MAX ONE Hour per day) after app one year.o[censored]se.The service centre claims payment running in thousands. Iam at a loss to understand where i have gone wrong. Pl provide an urgent remedy.
Alka Dhamija [protected]@gmail.com o[protected]
Dear Sony - If you are interested in customer feedback.
I had purchased Sony Bravia 46" LED TV Model KDL-46EX520 IN5, Serial No : 2423978 from Croma Showroom in Mumbai on 7th May 2011.
It's been 2 years and 4 months since I purchased this television for Rs. 89, 900. The display screen has a horizontal line now and the upper screen appears blurred. I had put a service request ID 15369754 last month. The technician visited and said that the LED display screen is defective and needs to be changed. The cost estimate verbally communicated was Rs.35, 000 and now reduced to Rs.28, 000 which works out to approximately 31% of the orginal TV cost.
This cost estimate is shocking especially when we expected a Sony product to last atleast for years without much issues. Please understand that I had invested Rs.90, 000 for your product and that too on easy EMI's.
We invest in your products as Sony has been known for its quality products; however I strongly belive that I was sold a substandard product by your company. The main critical component cannot go bad in 2 years time.
I sincerely request you to look into my complaint and replace the defective screen free of cost. Please do not expect your customers to pay for deficieny in your product quality.
Regards,
Avil Menezes
menezes.[protected]@gmail.com
I had purchased Sony Bravia 46" LED TV Model KDL-46EX520 IN5, Serial No : 2423978 from Croma Showroom in Mumbai on 7th May 2011.
It's been 2 years and 4 months since I purchased this television for Rs. 89, 900. The display screen has a horizontal line now and the upper screen appears blurred. I had put a service request ID 15369754 last month. The technician visited and said that the LED display screen is defective and needs to be changed. The cost estimate verbally communicated was Rs.35, 000 and now reduced to Rs.28, 000 which works out to approximately 31% of the orginal TV cost.
This cost estimate is shocking especially when we expected a Sony product to last atleast for years without much issues. Please understand that I had invested Rs.90, 000 for your product and that too on easy EMI's.
We invest in your products as Sony has been known for its quality products; however I strongly belive that I was sold a substandard product by your company. The main critical component cannot go bad in 2 years time.
I sincerely request you to look into my complaint and replace the defective screen free of cost. Please do not expect your customers to pay for deficieny in your product quality.
Regards,
Avil Menezes
menezes.[protected]@gmail.com
Hi everyone in this forum...
kindly look into the conversation between Sony and myself for the display panel problem..I was fighting for more than a week for the same, I could not get a favourable reply from SONY yet
[protected][protected][protected][protected][protected][protected]
20-Jan-2014: To SONY INDIA (Mail no 1)
From: me
To: "SonyCare" <Sonyindia.[protected]@ap.sony.com>
Date: Jan 20, 2014
We purchased Sony LED TV (Model: KDL-32EX420IN5, Serial No: 2441948) on 29th Dec 2011. We installed the TV in our house with a separate electric circuit and external stabilizer. We also made sure that the TV is fully adult-controlled.
The problem arose on 13th Jan 2014, when the TV suddenly lost its display. It showed a symptom of vertical contour patterns. But the audio remained intact. We applied for service request immediately on the same day (Service Request No:[protected]. The service engineer inspected the TV on 18th Jan 2014 and inferred that the display panel is to be completely replaced which would cost around 40% of the original price of the set. We assume that an LED TV display has a life-time of (ave) 60, 000 to 1, 00, 000 hour. In our case, it had not even crossed 3700 h (ave). We could not understand such a variation in performance happening with Sony product.
Since the TV was well protected in every aspect from our side, we are sure that the problem was not due to any negligence in our support and operation. I came across reviews describing gross manufacturing defects in Sony LED and LCD TVs. We also found that you solved the disputes in favour of the consumer in most of the cases that were beyond the warranty period. We have always had good opinion and trust in Sony products because of the quality and brand. We hope to receive similar support from your side in our case too.
We are very much aware that the warranty period is 1 year from the date of purchase and our TV had finished 2 years and 14 days exactly. But, since there was no physical damage or operational negligence from our side, it is not just for Sony to make us carry the burden of replacing the display panel at our own cost.
We request you to replace this TV set with a new, operable one. Even if it is going to be of higher rate, we shall very well pay only the remaining amount and buy it. Else, kindly make sure that you replace the LED display panel free of cost.
Thank you,
Sankara C R
NB: We have already furnished photocopies of the following documents to the service engineer: 1. Warranty card; 2. Invoice. And, e-mailed the screen shot of the defective TV image to [email][protected]@bsnl.in[/email]
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Reply from SONY (Reply mail no 1) Date: Jan 20, 2014 5:34 PM
[protected] message[protected]
From: "SonyCare" <Sonyindia.[protected]@ap.sony.com>
Date: Jan 20, 2014 5:34 PM
Subject: RE:'SonyIndia=[protected]'Fwd: Service request no: 17434214_Request for display panel replacement
To: "Sankar C R"
Dear Mr. Sankara,
Greetings from Sony India !
We thank you for patronizing Sony Products.
This is in reference to your mail dated 20-January-2014 regarding your BRAVIA Model: KDL-32EX420, Serial no: 2441948 purchased on[protected].
We would like to inform you that the product was inspected by our service engineer for post sales support vides Job. No. J40148164.
On inspection of the product, it was found the Display Panel needs to be replaced for satisfactory working of the set.
Natural Electronic defect may happen in the Electronic products, in the course of time
As per the normal process, for newly purchased Sony products, the Company provides a 12 months warranty cover to support customers for any chance failures during the warranty period. Thereafter, any repair outside the warranty period the repair is done on a chargeable basis to customer.
As your product is not covered under Warranty, the repair estimate of Rs 14, 371/- was informed to you by our Service Centre.
We would again like to request you to approve the estimate so that we can proceed for service.
We solicit your kind understanding in this regard.
Thanking you and assuring you best of our service support always.
With Warm Regards,
For Sony India P. Ltd.
P.Sushmitha
Regional Customer Relation
Customer Centric Division - Chennai
[protected][protected][protected][protected][protected][protected]
21-Jan-2014: To SONY INDIA (Mail no 2)
From: me
To: "SonyCare" <Sonyindia.[protected]@ap.sony.com>
Date: Jan 21, 2014
Your reply to my mail clearly reflects that you have not gone through the entire content of my mail. I myself am aware about the warranty period of the LED TV. I know that the repair/replacements are possible within a year of purchase. It is because that the limit had been crossed by 12 months time that I am sending you the request.
“Natural Electronic defect may happen in the Electronic products, in the course of time.” This is absolutely atrocious and irresponsible reply. I have informed you that I have provided all the necessary security systems that are required for the proper functioning of the TV. Inspite of such accessories if the TV gets faulted, the above-said reason cannot be accepted. The product is having gross manufacturing defect, that was the only fault and I shall not accept anything less than a complete replacement of the display panel free of cost.
Kindly refer to: h t t p : // e sup port.sony.com/p/news-it em.pl?template=EN%C2%AEion_id=1&news_id=441]Sony eSupp ort - Electronics - News & Ale rts. I know the VP had addressed the problem with 40” TV, but in my opinion, the same can now be applied for any of your TVs.
Also refer: h t t p : // ww w. c on sumercourt.in/television/34377-sony-bravia-lcd-problem-2. h t m l (complaint no.15040079). After reading the entire blog, do you still hold your point that every one had a Natural Electronic Defect? If you still hold ‘yes’, it surely infers that “Defective Sony Products” are marketed in India for bigger price due to brand name alone.
I am expressing my thoughts and request not to approve your estimate of repairing/replacing my LED display panel at my own cost, but to make sure that you rectify this issue by taking the full responsibility. I have also mentioned in my last mail that, “even if it is going to be of higher rate, we shall very well pay only the remaining amount and buy it. Else, kindly make sure that you replace the LED display panel free of cost.”
I am not in a position to understand the solution that you have provided. Kindly make sure that my obligations are considered with good results.
[protected][protected][protected][protected][protected][protected]
Reply from SONY on 22-Jan-2014 (Reply mail no 2) Jan 22, 2014 6:39 PM
From: "SonyCare" <Sonyindia.[protected]@ap.sony.com>
Date: Jan 22, 2014 6:39 PM
Subject: RE:'SonyIndia=[protected]'Fwd: Service request no: 17434214_Request for display panel replacement
To: "Sankara C R"
Dear Mr. Sankara,
Greetings from Sony India !
We thank you for patronizing Sony Products.
This is in reference to your email comunication regarding your BRAVIA Model: KDL-32EX420, Serial no: 2441948 purchased on[protected].
We understand your concern towards the service of your BRAVIA television.
As we have explained in our earlier communication, natural electronic failure may happen in a product. We offer one year of free service to our cusotmers. Beyond this, the service becomes chargeable.
The Display Panel needs to be replaced for satisfactory working of the set. The service estimation for your product is Rs. 14, 371/-. We would again like to request you to approve the estimate so that we can proceed for service.
We are sorry and regret to inform you that we are unable to comply with your request.
We solicit your kind understanding in this regard.
Thanking you and assuring you best of our service support always.
With Warm Regards,
For Sony India P. Ltd.
P.Sushmitha
Regional Customer Relation
Customer Centric Division - Chennai
[protected][protected][protected][protected][protected][protected]
24-Jan-2014: To SONY INDIA (Mail no 3)
From: me
To: "SonyCare" <Sonyindia.[protected]@ap.sony.com> ; [email][protected]@ap.sony.com[/email]; SONY Management India; SONY Management abroad
Date: Jan 24, 2014
A same kind of display panel problem for Bravia series was faced by another customer (complaint no.15040079) where the defective TV was 22 months old, we also found that you solved the disputes in favour of the consumer that were beyond the warranty period.
On 25th September 2013, SONY approved to replace the LCD panel FREE of cost for the TV purchased on 15-Oct-2011 for the Consumer Saikat Ganguly, pls refer (complaint no.[protected] [url]h tt p : // ww w.cons um ercourt.in/television/34377-sony-bravia-lcd-problem-2 . h tm l
As my defective TV was 24 months, I am sending you the request. The problem was solved for 22 months TV, why don’t the management consider and solve the issue for 24 months TV? I hope my obligations are considered with good results
I am expressing my thoughts and request not to approve your estimate of repairing/replacing my LED display panel at my own cost, but to make sure that you rectify this issue by taking the full responsibility.
I have also mentioned in my last mail that, “even if it is going to be of higher rate, we shall very well pay only the remaining amount and buy a new TV. Else, kindly make sure that you replace the LED display panel free of cost”.
I got same sort of mail twice from regional customer relation-Chennai, sending an automated email and same content without looking into the issue and understanding the feeling from customer side. Thereafter no reply for my concern for my last mail. (Pls see the attached document)
There will be few months warranty for the new Panel even after getting it replaced. This is very bad. And apart from this if we go for replacements than what is the guarantee that the panel will not go bad again after few months warranty.
It means every year we should spend huge amount for service alone that too only for the manufacturing defect from your side and also poor quality?
Because we became SONY customers we should suffer every year? What is the solution?
Is this business etiquette?
What is the favour you do for your customers?
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[protected] Forwarded message[protected]
From: SonyCare <Sonyindia.[protected]@ap.sony.com>
Date: Thu, Jan 23, 2014 at 10:48 AM
Subject: RE:'SonyIndia=[protected]' FW: SONY LED TV DISPLAY ISSUE
To: Sankara C R
Dear Mr. Sankara C R,
Greetings from Sony India.
Thank you for patronizing Sony products.
This is in response to your e-mail dated 23rd January 2014 to our Management in India and Abroad.
Thank you for writing to us and for bringing the matter to our notice. We note the contents of your mail with due attention and concern. We are asking our regional office to immediately look into the matter and expedite resolution at the earliest.
We sincerely regret the inconvenience caused to you and assure you of our best support and attention always.
Best Regards
For Sony India Pvt Ltd.
Meena Bose
Customer Relations - Corporate Office
New Delhi
[protected][protected][protected][protected][protected][protected]
From: "SonyCare" <Sonyindia.[protected]@ap.sony.com>
Date: Jan 25, 2014 5:01 PM
Subject: RE:'SonyIndia=[protected]' FW: SONY LED TV DISPLAY ISSUE
To: "Sankar C R"
Subject: Sony BRAVIA Model no: KDL-32EX420. Serial no: 2441948, purchased on 29th December 2011
Dear Mr. Sankara C R,
Greetings from Sony India. Thank you for patronizing Sony product.
This is in reference to your e-mails dated 23rd and 24th January 2014, addressed to our Management in India and Abroad, regarding the service of your Sony BRAVIA Model no: KDL-32EX420, Serial no: 2441948. purchased on 29th December 2011.
This is also in reference to the e-mails dated 20th and 22nd January 2014, sent by Ms. P.Sushmitha, Regional In-Charge Customer Care, regarding this matter.
We understand your concern towards the service of your Sony BRAVIA.
We received your service request for KDL-32EX420 for the symptom "No Picture". Upon inspection by our engineer from Authorized Service Center, M/S City Electronics Pvt. Ltd, Tirunelveli, it was found that the display panel needs to be replaced for satisfactory working of the TV. The estimate for this service is Rs 14, 371/-. This has also been communicated in the e-mails sent by Ms. P.Sushmitha.
As a special treatment to you as our valued customer, we are offering you 1 Year of service warranty on the replaced panel, from the date of service.
Sony products are designed to have adequate ruggedness and undergo very stringent quality control while being manufactured. However, natural failure may happen in a product is course of time and this is reason why we offer 1 year of free service to our customers. Beyond this the service becomes chargeable.
This matter has been discussed with our management.
We regret that we are unable to comply with your request to service your product free of cost or to exchange your product. We would once again request you to kindly approve the estimate so that we can proceed for service. Kindly let us know your decision till 31st January 2014, as we shall keep this service request open till then.
We solicit your kind understanding in this regard.
Thanking you and assuring you of our best services always.
Warm Regards,
SONY India Pvt Ltd
Priyank Chauhan
Customer Relations -Corporate Office
New Delhi
[protected][protected][protected][protected][protected][protected]
From: me
To: "SonyCare" <Sonyindia.[protected]@ap.sony.com> ; [email][protected]@ap.sony.com[/email]
Date: Jan 27, 2014
Dear Concerned,
Spending 40% of the original cost is too much money to be spent by me, belonging to a middle-class family, within a short period of buying my TV.
Thus, in spite of providing free service or product replacement, I wish and request that you consider giving the service at a discounted price in addition to the 1 year warranty that you have acknowledged.
I think that you will do a favor in this regard after such series of conversations that had been taking place for the past 7 days.
Thank you for understanding.
Warm regards
Sankara C R
[protected][protected][protected][protected][protected][protected]
From: "SonyCare" <Sonyindia.[protected]@ap.sony.com>
Date: Jan 27, 2014
Subject: RE:'SonyIndia=[protected]' FW: SONY LED TV DISPLAY ISSUE
To: "Sankar C R"
Subject: Sony BRAVIA Model no: KDL-32EX420. Serial no: 2441948, purchased on 29th December 2011
Dear Mr. Sankara C R,
Greetings from Sony India. Thank you for patronizing Sony product.
This is in reference to your e-mail dated 27th January 2014, addressed to us, regarding the service of your Sony BRAVIA Model no: KDL-32EX420, Serial no: 2441948, purchased on 29th December 2011.
This is also in reference to the letter dated 25th January 2014, sent by the undersigned, regarding this matter.
As explained in our last communication, the display panel needs to be replaced for satisfactory working of the TV. The estimate for this service is Rs 14, 371/-. This has also been communicated in the letter sent by the undersigned. We offered you 1 Year of service warranty on the replaced panel, from the date of service.
This matter has been discussed with our management.
We regret that we are unable to comply with your request to provide discount in the service estimate.
We would once again request you to kindly approve the estimate so that we can proceed for service.
Kindly let us know your decision till 31st January 2014, as we shall keep this service request open till then.
We solicit your kind understanding in this regard.
Thanking you and assuring you of our best services always.
Warm Regards,
SONY India Pvt Ltd
Priyank Chauhan
Customer Relations -Corporate Office
New Delhi
[protected][protected][protected][protected][protected][protected]
Do SONY have any measurement for the said reason? “Natural failure may happen in a product is course of time.” The service engineer don’t even open up the TV. By just looking the TV without open up, I was surprised by the above comments and I completely agree that the quality of Sony product has been completely degraded. I have mentioned in my earlier mails that all the necessary security systems that are required for the proper functioning of the TV were provided.
I also mentioned in my earlier mail communications that If Sony still hold ‘yes’ for their atrocious reply “Natural electronic defect”, it surely infers that one and only “Defective SONY Products” are marketed in India for bigger price due to brand name alone.
When I went through the numerous open forums, there were too much similar type of Display panel complaints especially in SONY BRAVIA series and they people sending similar type of automatic reply. This is a universal problem with BRAVIA series and SONY recalled these units all over the world except INDIA. Even though SONY know very well this as a GLOBAL issue, by hiding their manufacturing defect and useless quality, SONY management decently refused to accept consumers True feedback about the non reliable SONY faulty products and worst kind of services. This is so called veiled CHEATING.
Hiding the above facts, Sony customer relation keep on writing the same point without knowing how to indicate a valid reason, this itself clearly reflects a negative thought about SONY.
SONY meant to say that they don’t receive/ hear any feedback about their defective TV? It won’t bring to their higher authorities notice? they don’t have any awareness? they don’t understand the screaming from customer’s side? Or they are not able to access those numerous forums? Why be a hypocrite?
Rather SONY always just makes customers to carry the burden of service at our own cost especially in India…! If SONY do so, theywon’t stay longer to retain Indian market in future especially Bravia Television.
People in this forum would just spread the awareness across the nation.
We take the burden of service at our own cost for the reason “fate of being as one of the SONY customer……!” As Indians we cant expect any product exchange, service for free of cost or discounted service in spite SONY can give you additional 1 year service warranty from the date of service.
Is this business etiquette?
:-(
Note: Thanks to SONY Consumer Mr. Saikat Ganguly for his detailed feedback and comment (He also affected in this similar kind of issue but SONY approved to replace the LCD panel FREE of cost for the TV purchased by him on 15-Oct-2011 (complaint no.[protected] h tt p :// w w w.c o n sumer court.in/television/34377-sony-bravia-lcd-problem-2 . h t m l
kindly look into the conversation between Sony and myself for the display panel problem..I was fighting for more than a week for the same, I could not get a favourable reply from SONY yet
[protected][protected][protected][protected][protected][protected]
20-Jan-2014: To SONY INDIA (Mail no 1)
From: me
To: "SonyCare" <Sonyindia.[protected]@ap.sony.com>
Date: Jan 20, 2014
We purchased Sony LED TV (Model: KDL-32EX420IN5, Serial No: 2441948) on 29th Dec 2011. We installed the TV in our house with a separate electric circuit and external stabilizer. We also made sure that the TV is fully adult-controlled.
The problem arose on 13th Jan 2014, when the TV suddenly lost its display. It showed a symptom of vertical contour patterns. But the audio remained intact. We applied for service request immediately on the same day (Service Request No:[protected]. The service engineer inspected the TV on 18th Jan 2014 and inferred that the display panel is to be completely replaced which would cost around 40% of the original price of the set. We assume that an LED TV display has a life-time of (ave) 60, 000 to 1, 00, 000 hour. In our case, it had not even crossed 3700 h (ave). We could not understand such a variation in performance happening with Sony product.
Since the TV was well protected in every aspect from our side, we are sure that the problem was not due to any negligence in our support and operation. I came across reviews describing gross manufacturing defects in Sony LED and LCD TVs. We also found that you solved the disputes in favour of the consumer in most of the cases that were beyond the warranty period. We have always had good opinion and trust in Sony products because of the quality and brand. We hope to receive similar support from your side in our case too.
We are very much aware that the warranty period is 1 year from the date of purchase and our TV had finished 2 years and 14 days exactly. But, since there was no physical damage or operational negligence from our side, it is not just for Sony to make us carry the burden of replacing the display panel at our own cost.
We request you to replace this TV set with a new, operable one. Even if it is going to be of higher rate, we shall very well pay only the remaining amount and buy it. Else, kindly make sure that you replace the LED display panel free of cost.
Thank you,
Sankara C R
NB: We have already furnished photocopies of the following documents to the service engineer: 1. Warranty card; 2. Invoice. And, e-mailed the screen shot of the defective TV image to [email][protected]@bsnl.in[/email]
[protected][protected][protected][protected][protected][protected]
Reply from SONY (Reply mail no 1) Date: Jan 20, 2014 5:34 PM
[protected] message[protected]
From: "SonyCare" <Sonyindia.[protected]@ap.sony.com>
Date: Jan 20, 2014 5:34 PM
Subject: RE:'SonyIndia=[protected]'Fwd: Service request no: 17434214_Request for display panel replacement
To: "Sankar C R"
Dear Mr. Sankara,
Greetings from Sony India !
We thank you for patronizing Sony Products.
This is in reference to your mail dated 20-January-2014 regarding your BRAVIA Model: KDL-32EX420, Serial no: 2441948 purchased on[protected].
We would like to inform you that the product was inspected by our service engineer for post sales support vides Job. No. J40148164.
On inspection of the product, it was found the Display Panel needs to be replaced for satisfactory working of the set.
Natural Electronic defect may happen in the Electronic products, in the course of time
As per the normal process, for newly purchased Sony products, the Company provides a 12 months warranty cover to support customers for any chance failures during the warranty period. Thereafter, any repair outside the warranty period the repair is done on a chargeable basis to customer.
As your product is not covered under Warranty, the repair estimate of Rs 14, 371/- was informed to you by our Service Centre.
We would again like to request you to approve the estimate so that we can proceed for service.
We solicit your kind understanding in this regard.
Thanking you and assuring you best of our service support always.
With Warm Regards,
For Sony India P. Ltd.
P.Sushmitha
Regional Customer Relation
Customer Centric Division - Chennai
[protected][protected][protected][protected][protected][protected]
21-Jan-2014: To SONY INDIA (Mail no 2)
From: me
To: "SonyCare" <Sonyindia.[protected]@ap.sony.com>
Date: Jan 21, 2014
Your reply to my mail clearly reflects that you have not gone through the entire content of my mail. I myself am aware about the warranty period of the LED TV. I know that the repair/replacements are possible within a year of purchase. It is because that the limit had been crossed by 12 months time that I am sending you the request.
“Natural Electronic defect may happen in the Electronic products, in the course of time.” This is absolutely atrocious and irresponsible reply. I have informed you that I have provided all the necessary security systems that are required for the proper functioning of the TV. Inspite of such accessories if the TV gets faulted, the above-said reason cannot be accepted. The product is having gross manufacturing defect, that was the only fault and I shall not accept anything less than a complete replacement of the display panel free of cost.
Kindly refer to: h t t p : // e sup port.sony.com/p/news-it em.pl?template=EN%C2%AEion_id=1&news_id=441]Sony eSupp ort - Electronics - News & Ale rts. I know the VP had addressed the problem with 40” TV, but in my opinion, the same can now be applied for any of your TVs.
Also refer: h t t p : // ww w. c on sumercourt.in/television/34377-sony-bravia-lcd-problem-2. h t m l (complaint no.15040079). After reading the entire blog, do you still hold your point that every one had a Natural Electronic Defect? If you still hold ‘yes’, it surely infers that “Defective Sony Products” are marketed in India for bigger price due to brand name alone.
I am expressing my thoughts and request not to approve your estimate of repairing/replacing my LED display panel at my own cost, but to make sure that you rectify this issue by taking the full responsibility. I have also mentioned in my last mail that, “even if it is going to be of higher rate, we shall very well pay only the remaining amount and buy it. Else, kindly make sure that you replace the LED display panel free of cost.”
I am not in a position to understand the solution that you have provided. Kindly make sure that my obligations are considered with good results.
[protected][protected][protected][protected][protected][protected]
Reply from SONY on 22-Jan-2014 (Reply mail no 2) Jan 22, 2014 6:39 PM
From: "SonyCare" <Sonyindia.[protected]@ap.sony.com>
Date: Jan 22, 2014 6:39 PM
Subject: RE:'SonyIndia=[protected]'Fwd: Service request no: 17434214_Request for display panel replacement
To: "Sankara C R"
Dear Mr. Sankara,
Greetings from Sony India !
We thank you for patronizing Sony Products.
This is in reference to your email comunication regarding your BRAVIA Model: KDL-32EX420, Serial no: 2441948 purchased on[protected].
We understand your concern towards the service of your BRAVIA television.
As we have explained in our earlier communication, natural electronic failure may happen in a product. We offer one year of free service to our cusotmers. Beyond this, the service becomes chargeable.
The Display Panel needs to be replaced for satisfactory working of the set. The service estimation for your product is Rs. 14, 371/-. We would again like to request you to approve the estimate so that we can proceed for service.
We are sorry and regret to inform you that we are unable to comply with your request.
We solicit your kind understanding in this regard.
Thanking you and assuring you best of our service support always.
With Warm Regards,
For Sony India P. Ltd.
P.Sushmitha
Regional Customer Relation
Customer Centric Division - Chennai
[protected][protected][protected][protected][protected][protected]
24-Jan-2014: To SONY INDIA (Mail no 3)
From: me
To: "SonyCare" <Sonyindia.[protected]@ap.sony.com> ; [email][protected]@ap.sony.com[/email]; SONY Management India; SONY Management abroad
Date: Jan 24, 2014
A same kind of display panel problem for Bravia series was faced by another customer (complaint no.15040079) where the defective TV was 22 months old, we also found that you solved the disputes in favour of the consumer that were beyond the warranty period.
On 25th September 2013, SONY approved to replace the LCD panel FREE of cost for the TV purchased on 15-Oct-2011 for the Consumer Saikat Ganguly, pls refer (complaint no.[protected] [url]h tt p : // ww w.cons um ercourt.in/television/34377-sony-bravia-lcd-problem-2 . h tm l
As my defective TV was 24 months, I am sending you the request. The problem was solved for 22 months TV, why don’t the management consider and solve the issue for 24 months TV? I hope my obligations are considered with good results
I am expressing my thoughts and request not to approve your estimate of repairing/replacing my LED display panel at my own cost, but to make sure that you rectify this issue by taking the full responsibility.
I have also mentioned in my last mail that, “even if it is going to be of higher rate, we shall very well pay only the remaining amount and buy a new TV. Else, kindly make sure that you replace the LED display panel free of cost”.
I got same sort of mail twice from regional customer relation-Chennai, sending an automated email and same content without looking into the issue and understanding the feeling from customer side. Thereafter no reply for my concern for my last mail. (Pls see the attached document)
There will be few months warranty for the new Panel even after getting it replaced. This is very bad. And apart from this if we go for replacements than what is the guarantee that the panel will not go bad again after few months warranty.
It means every year we should spend huge amount for service alone that too only for the manufacturing defect from your side and also poor quality?
Because we became SONY customers we should suffer every year? What is the solution?
Is this business etiquette?
What is the favour you do for your customers?
[protected][protected][protected][protected][protected][protected]
[protected] Forwarded message[protected]
From: SonyCare <Sonyindia.[protected]@ap.sony.com>
Date: Thu, Jan 23, 2014 at 10:48 AM
Subject: RE:'SonyIndia=[protected]' FW: SONY LED TV DISPLAY ISSUE
To: Sankara C R
Dear Mr. Sankara C R,
Greetings from Sony India.
Thank you for patronizing Sony products.
This is in response to your e-mail dated 23rd January 2014 to our Management in India and Abroad.
Thank you for writing to us and for bringing the matter to our notice. We note the contents of your mail with due attention and concern. We are asking our regional office to immediately look into the matter and expedite resolution at the earliest.
We sincerely regret the inconvenience caused to you and assure you of our best support and attention always.
Best Regards
For Sony India Pvt Ltd.
Meena Bose
Customer Relations - Corporate Office
New Delhi
[protected][protected][protected][protected][protected][protected]
From: "SonyCare" <Sonyindia.[protected]@ap.sony.com>
Date: Jan 25, 2014 5:01 PM
Subject: RE:'SonyIndia=[protected]' FW: SONY LED TV DISPLAY ISSUE
To: "Sankar C R"
Subject: Sony BRAVIA Model no: KDL-32EX420. Serial no: 2441948, purchased on 29th December 2011
Dear Mr. Sankara C R,
Greetings from Sony India. Thank you for patronizing Sony product.
This is in reference to your e-mails dated 23rd and 24th January 2014, addressed to our Management in India and Abroad, regarding the service of your Sony BRAVIA Model no: KDL-32EX420, Serial no: 2441948. purchased on 29th December 2011.
This is also in reference to the e-mails dated 20th and 22nd January 2014, sent by Ms. P.Sushmitha, Regional In-Charge Customer Care, regarding this matter.
We understand your concern towards the service of your Sony BRAVIA.
We received your service request for KDL-32EX420 for the symptom "No Picture". Upon inspection by our engineer from Authorized Service Center, M/S City Electronics Pvt. Ltd, Tirunelveli, it was found that the display panel needs to be replaced for satisfactory working of the TV. The estimate for this service is Rs 14, 371/-. This has also been communicated in the e-mails sent by Ms. P.Sushmitha.
As a special treatment to you as our valued customer, we are offering you 1 Year of service warranty on the replaced panel, from the date of service.
Sony products are designed to have adequate ruggedness and undergo very stringent quality control while being manufactured. However, natural failure may happen in a product is course of time and this is reason why we offer 1 year of free service to our customers. Beyond this the service becomes chargeable.
This matter has been discussed with our management.
We regret that we are unable to comply with your request to service your product free of cost or to exchange your product. We would once again request you to kindly approve the estimate so that we can proceed for service. Kindly let us know your decision till 31st January 2014, as we shall keep this service request open till then.
We solicit your kind understanding in this regard.
Thanking you and assuring you of our best services always.
Warm Regards,
SONY India Pvt Ltd
Priyank Chauhan
Customer Relations -Corporate Office
New Delhi
[protected][protected][protected][protected][protected][protected]
From: me
To: "SonyCare" <Sonyindia.[protected]@ap.sony.com> ; [email][protected]@ap.sony.com[/email]
Date: Jan 27, 2014
Dear Concerned,
Spending 40% of the original cost is too much money to be spent by me, belonging to a middle-class family, within a short period of buying my TV.
Thus, in spite of providing free service or product replacement, I wish and request that you consider giving the service at a discounted price in addition to the 1 year warranty that you have acknowledged.
I think that you will do a favor in this regard after such series of conversations that had been taking place for the past 7 days.
Thank you for understanding.
Warm regards
Sankara C R
[protected][protected][protected][protected][protected][protected]
From: "SonyCare" <Sonyindia.[protected]@ap.sony.com>
Date: Jan 27, 2014
Subject: RE:'SonyIndia=[protected]' FW: SONY LED TV DISPLAY ISSUE
To: "Sankar C R"
Subject: Sony BRAVIA Model no: KDL-32EX420. Serial no: 2441948, purchased on 29th December 2011
Dear Mr. Sankara C R,
Greetings from Sony India. Thank you for patronizing Sony product.
This is in reference to your e-mail dated 27th January 2014, addressed to us, regarding the service of your Sony BRAVIA Model no: KDL-32EX420, Serial no: 2441948, purchased on 29th December 2011.
This is also in reference to the letter dated 25th January 2014, sent by the undersigned, regarding this matter.
As explained in our last communication, the display panel needs to be replaced for satisfactory working of the TV. The estimate for this service is Rs 14, 371/-. This has also been communicated in the letter sent by the undersigned. We offered you 1 Year of service warranty on the replaced panel, from the date of service.
This matter has been discussed with our management.
We regret that we are unable to comply with your request to provide discount in the service estimate.
We would once again request you to kindly approve the estimate so that we can proceed for service.
Kindly let us know your decision till 31st January 2014, as we shall keep this service request open till then.
We solicit your kind understanding in this regard.
Thanking you and assuring you of our best services always.
Warm Regards,
SONY India Pvt Ltd
Priyank Chauhan
Customer Relations -Corporate Office
New Delhi
[protected][protected][protected][protected][protected][protected]
Do SONY have any measurement for the said reason? “Natural failure may happen in a product is course of time.” The service engineer don’t even open up the TV. By just looking the TV without open up, I was surprised by the above comments and I completely agree that the quality of Sony product has been completely degraded. I have mentioned in my earlier mails that all the necessary security systems that are required for the proper functioning of the TV were provided.
I also mentioned in my earlier mail communications that If Sony still hold ‘yes’ for their atrocious reply “Natural electronic defect”, it surely infers that one and only “Defective SONY Products” are marketed in India for bigger price due to brand name alone.
When I went through the numerous open forums, there were too much similar type of Display panel complaints especially in SONY BRAVIA series and they people sending similar type of automatic reply. This is a universal problem with BRAVIA series and SONY recalled these units all over the world except INDIA. Even though SONY know very well this as a GLOBAL issue, by hiding their manufacturing defect and useless quality, SONY management decently refused to accept consumers True feedback about the non reliable SONY faulty products and worst kind of services. This is so called veiled CHEATING.
Hiding the above facts, Sony customer relation keep on writing the same point without knowing how to indicate a valid reason, this itself clearly reflects a negative thought about SONY.
SONY meant to say that they don’t receive/ hear any feedback about their defective TV? It won’t bring to their higher authorities notice? they don’t have any awareness? they don’t understand the screaming from customer’s side? Or they are not able to access those numerous forums? Why be a hypocrite?
Rather SONY always just makes customers to carry the burden of service at our own cost especially in India…! If SONY do so, theywon’t stay longer to retain Indian market in future especially Bravia Television.
People in this forum would just spread the awareness across the nation.
We take the burden of service at our own cost for the reason “fate of being as one of the SONY customer……!” As Indians we cant expect any product exchange, service for free of cost or discounted service in spite SONY can give you additional 1 year service warranty from the date of service.
Is this business etiquette?
:-(
Note: Thanks to SONY Consumer Mr. Saikat Ganguly for his detailed feedback and comment (He also affected in this similar kind of issue but SONY approved to replace the LCD panel FREE of cost for the TV purchased by him on 15-Oct-2011 (complaint no.[protected] h tt p :// w w w.c o n sumer court.in/television/34377-sony-bravia-lcd-problem-2 . h t m l
Hi
I bought Sony Bravia 40Ex520 in Dec - 2011, Price is= 57K+ 7 K vat around 64K. Today all of sudden I am getting white screen.
Service engineer told its faulty panel issue need to replace which costs 22 K. I am shocked. If I get a chance I will kill sony Company, stupid company, stupid products,
I personally request people not to buy sony TVs
I bought Sony Bravia 40Ex520 in Dec - 2011, Price is= 57K+ 7 K vat around 64K. Today all of sudden I am getting white screen.
Service engineer told its faulty panel issue need to replace which costs 22 K. I am shocked. If I get a chance I will kill sony Company, stupid company, stupid products,
I personally request people not to buy sony TVs
Display not working
I have parchese Sony Bravia led TV modal numbar kdl40R470B this TV display not working properly Sony bravia tv panel not working repaired twice after bought now they are asking for Rs25000 for the panel. Why Sony doesn’t accept panel issue & recall the tv’s.
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I HAD TO PAY RS. 13000/- (INCLUDING SERVICE CHARGE) FOR REPLACEMENT OF A LCD PANEL OF BRAVIA KLV 32EX400. I ALSO SUGGEST TO CONSUMERS NOT TO BY SONY PRODUCTS.