[Resolved]  Sony Corporation — Poor service and repeat complaint related to design problem

Address:

New Delhi, Delhi

To: sanjay.[protected]@ap.sony.com Awaiting a reply to my calls and e-mails to repair the TV because of your poor service. Regards, Haroon Shaikh [protected][protected][protected][protected] From: [protected]@hotmail.com To: sonyindia.[protected]@ap.sony.com CC: [protected]@ap.sony.com Subject: RE: 'SonyIndia=[protected]' General Info - Haroon Date: Thu, 24 Oct 2013 15:03:49 +0000 I had purchased a Sony LCD TV KLV40BX400 serial no. 1215955 from Muscat as an NRI and later had repatriated to India. The TV had a breakdown (video intermitent display but audio was ok) in September 2013 and after informing your call centre, it was attended on 22.9.2013. Initially the technician told after a very brief inspection that the Mother Board had to be replaced and it would cost me about Rs 9000.00 . When I asked the reason for the failure, I was told that it wasbecause of over voltage. I asked him to show the burning marks of any diode, IC etc as I also was an Electronics Engineer. The technician then changed his answer that the mother board needs to be repaired and would cost me about Rs 3000. I asked for a technical report of the failure and a part replaced after three days. Since I could not produce the purchase bill as it was misplaced, I had paid for the same. After three days, the same complaint repeated and I registered a complaint with your call centre. Even after repeated calling your call centre for the one week, nobody responded to rectify the complaint. Later I called the Sony Hotline and registered the complaint and asked the Sony Company representative to speak to me which was denied. I asked for an appointment with the Sony MD or Service Head as the officeis near to my office but the same was denied. Till today, 19.10.2013 nobody from Sony India has given a call. With your "skilled team" attending the complaint, I think I have paid the earlier bill to spoil my TV. Request you to resolve this poor service and improve your team's diagnostic skills and recruit sufficient manpower to attend to at least repeat complaints of your premium products. Hope to get a reply and immediate resolution of my complaint. Awaiting for your call and explanation for this poor service. MAY BE THIS TYPE OF POOR CUSTOMER SERVICE IS THE REASON FOR THE DECLINE IN THE SONY MARKET SHARE WHICH HAS BEEN TAKEN OVER BY SAMSUNG. Till date this TV is not being attended and would like to share my experience with the consumers across the country in all the major malls this Diwali season, if the Service Head does not respond to this mail and provide an assurance in writing to replace the unit on free-of-cost basis in case of repeat failure. Regards, Haroon Shaikh [protected][protected][protected][protected] [protected][protected][protected][protected] From: Sonyindia.[protected]@ap.sony.com To: [protected]@hotmail.com Subject: RE:'SonyIndia=[protected]' General Info - Haroon Date: Wed, 23 Oct 2013 18:58:56 +0530 Dear Mr. Haroon, Greetings from Sony India. This is in response to your E-mail, we would like to suggest you kindly contact any nearby service center so that we may be able to inspect the present condition of the product and provide necessary service support. If you need any further assistance or clarifications, please contact us at on our tollfree number[protected]Working hours 9.00am to 7.30pm ; All 7 days). we would be delighted to assist you. Thank you for contacting Sony India. With Best Regards, Uttam Chandra Officer Customer Relation - North