[Resolved]  Sony India Pvt Ltd - LCD TV — Poor Service and No proper response

Address:

Tamil Nadu

31st December 2012

Reg : Complaint about Sony’s poor television and service

I am a lady senior citizen of 81 years old. At my house I was having a BPL colour television for about 15 years, which was working excellently without giving me any trouble. At the most once in a year or so there used to be some minor repairs. On making the complaint the authorised service center personnel of BPL used to visit my house promptly and make the required service at very nominal charges and cost.

During the year 2010 on the recommendation of my brother’s son I had purchased a Sony Bravia EX 300 26 inches LCD colour television costing about Rs.29000/-. It shall be noted that the cost of similar type of television of other competitive manufacturers at that time was very less when compared to Sony. However my brother’s son insisted me to buy Sony informing that it is a quality product.

After purchasing the Sony TV, I gave my BPL TV to my housemaid. Even today the BPL TV is working fine at my maids house.

On 15th November 2012 the picture of my Sony TV went blank. I made a complaint for which Sony assured sending support personnel within 48 hours. Even after 48 hours they did not respond. After once again making the request they sent the service personnel after another 48 hours.

The service personnel who came to my house checked the TV and informed that there could be a motherboard problem. He also informed that it would cost about Rs.5000/- for me since the TV is not covered under warranty (more than one year had lapsed since purchase). I agreed to bear the cost with protest because I never expected that Sony would manufacture products with inferior quality, which needs to be replaced within a period of about one and half years. Further my usage was hardly about two hours a day. Further between September 2010 to April 2011 my house was locked since I have to undergo a knee operation. After operation I stayed at my brother’s house for recuperation. Hence during the above said period my Sony TV was not under constant usage.

The service personnel who came to my house said that he would bring a new motherboard next day and fix the same. The next day he came with a new motherboard, fixed the same and switch on the TV. But the TV did not work. The service personnel said that the problem is not with the motherboard and it is due to the LCD screen. He further said that the LCD screen had been worn out and the same needs to be replaced. He also said that the same would cost me about Rs.9000/-. I also agreed to bear the cost with strong protest as there is no way I could get out of this mess.

The service personnel also said that on me giving approval he would order for a new LCD screen and it would take one-week time to be delivered and fixed in my TV. He further said that the new LCD screen is not available in India and the same has to be ordered and brought in from Singapore. After about ten days time and after repeated phone calls the service personnel brought a new LCD screen. The same was fixed to my TV. To our surprise the TV did not work. The service personnel said that he has to take the entire TV to their office for checking.

Without giving any official receipt my entire TV alongwith LCD screen (new) was taken by the service personnel. Even after four to five days there was no communication or response from them. After repeated phone calls I was told that the brand new LCD screen brought in by them from Singapore was also not functioning and having a manufacturing defect (such is the quality of Sony). The Service center personnel said that they have placed order for fresh LCD screen, which has to be ferried once again from Singapore.

Inspite of repeated follow up over phone, email….etc till date (31st December 2012) Sony has not bothered to fix the problem and return back my TV in good working condition. Whenever I call them they simply say that they have ordered for new LCD screen and yet to receive the supply. It shall be noted that Sony has taken more than 45 days and till date (31.12.2012) they did not bother to provide me with good service and return back my TV in working condition.

Due to my knee operation I am confined to my home and I do not have any other entertainment other than watching TV for about two hours a day. That happiness is also taken away from me by Sony due to their indifferent attitude towards Indian customers and poor quality service. It has also caused much mental agony for me because I had spent so much of my hard earned money in buying the Sony TV.

Having seen my mental agony my brother’s son was forced to purchase a new television for me for Rs.45000/- on 26th December 2012. Since he has recommended Sony, he was very much upset, embarrassed and repeatedly apologized to me. He did not even took money from me to buy the new TV. He spent the money for the new television from his own pocket accepting his mistake for recommending an inferior quality Sony product.

I am now left in complete dark and wonder when Sony would return my TV duly repaired in good working condition. What guarantee Sony will provide for the repaired TV. How Sony is going to compensate me for lack of service for the past 45 days and forcing me to buy a new television costing about Rs.45000/-.
I also wish to ask the following queries to Sony

Ø How a much advertised television product of Sony claimed to be of high quality could get repaired within a period of two years.
Ø Inspite of selling 1000’s of TV’s in India, Why Sony does not have sufficient replacement parts as stock in India. Why they bring it from Singapore and indirectly force the customer to bear the shipment cost incurred for bringing it from Singapore to India.
Ø Why the replacement LCD screen brought in from Singapore failed to work. How it was certified by Sony Quality personnel for shipment and despatch at Sony factory?
Ø Why Sony’s service personnel or their customers service personnel did not bother to call me on their own and provide me with correct information.
Ø Why Sony is taking such a long time (more than 45 days) to simply repair a television. Is this the quality of service rendered by them.

With regards


N.K. Vanaja
[protected]