[Resolved]  Ezone — Complaint against EZone for Sony Product

Address:

Bangalore, Karnataka

I have purchased a Sony Bravia 22 inches TV from Ezone Marathahalli Branch on 6th July'2014. The product got delivered on 7th July'2014 and a technician has come on the same day and installed the TV. The price told for the TV in the branch was around Rs. 13500/- with free home delivery and the billing person asked us to pay Rs.13220/- at the time of billing and remaining Rs. 300/- he has asked me to pay on product delivery. But when the product was delivered, the bill amount was only Rs. 13, 220/- and when enquired he told that Rs.300/- was delivery charges. I wondered why your providers has promised for FREE HOME DELIVERY at the time of purchase. Later on the same day it was observed that when I turned ON the TV, there was a small green dot at the center on the display screen. As it was late, immediately on the next day i.e. 8th of July I have called up the sales person(who has done the billing on 6th July) and reported about the issue. The sales person sounded very irresponsible and told that it needs to be checked from some Sony Technician and no action can be taken right now and asked to wait for some technician to reach at my place. After waiting for long, there was no communication on this and I called up to the showroom (landline no.[protected] and to my surprise the sales person has not reported anything about my complaint in the office. The showroom person has logged my complaint then and informed me that the Sony technician would be visiting my place on 9Th July by evening to confirm the defect for further action. He has told me that the product defect would be rectified soon which I did not want because I want my product to be replaced with a new one as it is unused. I do not wish to take a product which has been repaired within 1 day of purchase and I believe no one else would accept that. As the communication made was not satisfying, I reached your Marathahalli branch to know more about the same. The person sitting at the Customer service desk was iterating that the product could not be replaced as it now comes under the responsibility of Sony and not EZONE. He has asked me to log this issue with Sony when the technician would be visiting my place & I need to request Sony to provide me with a new piece which then Sony would decide & it will take 7 days from the date of decision to get a replaced TV. My question is Why am I suppose to do all this?? Did I make any deal with Sony here?? I have not paid a single penny to Sony, then why would I expect them to resolve my issue?? The story doesn't ends here..The Sony technician whom your Branch person has called up did not visit my place on 9th as promised due to heavy rain - excuse provided by your person (I would suggest you provide some necessary aid such as rain coat to your technicians so that they can visit the issue place as promised on time). I was not informed about this and I was still waiting for him. After I lost my patience, I called up to your branch and as expected he was not aware that the technician has not reached yet!! Later he called me and after giving excuse of heavy rain, he told that the technician will attend my product today(i.e. 10th July) morning before 11 am. I did not get any call till 11 am and by late 11:30 am the technician had called up which I missed first and then immediately within 10 mins I called him back & provided my address and he told he will be coming in 5 mins. After 10 mins, I gave up a call again & he said he is not coming now as he is busy with some other issue and will be coming in the evening before 5 pm. I would like to know as a supplier if you could not take up the responsibility of a product which you had sold just 1 day prior then how can I expect a good service from you during later time or anytime further in future?? If this is the kind of service EZONE provides to all customers then I am highly regretting why I took a product from you rather than buying it from some other trust worthy supplier!! I believe it is your responsibility to address Customer concerns and take proper action which ever appropriate rather than wasting Customer's time!! This kind of service is highly disappointing & irritating to the customer. Now I want my product to be replaced at the earliest and if this is not possible then let me know, I will get the product at your branch investing my money and time and I would like you to repay me the amount I paid you including the home delivery charges i.e. Rs. 13220/- + Rs. 300/-.