| Address: | Mathura, Uttar Pradesh |
Date 20.12.2013
The CEO,
Sony India,
Corporate office,
Delhi
Dear sir,
Reg: Indifferent attitude of dealer, service centre and customer care centre
Unfortunately, I prefer to purchase a sony LED 40EX 430 on 25.01.2013 through your dealer M/s Shiv Light House. All of sudden on 18.11.2013, my TV was not displaying anything. And I prefer to refer the matter with the Dealer. After two three days, a mechanic visited my house and told that screen of the LED is facing defect and is to be changed. He asked for photo copy of the Bill which was provided to him on the same day.
There after my son abhinav garg is regularly following up the matter and also sent a scan copy of the bill at the instance of your customer care office. The copy of the emails are paster hereunder
But nothing yielded, there after I personally visited the dealer on 11.12.2013 who provided me two complaint numbers as 16735579 dated 20.11.2013 and also 16968714 dated 09.12.2013. and assured to install the new set by 16.01.2013. even from his shop.
Again on 18.12.2013, we have been informed by your service centre on telephone that the set to be replalced has been received by them. My wife who was at Gwalior rushed to Mathura enabling him to install the TV. But the representative asked for photocopy of the bill and told that after sending the bill, set shall be provided by the company.
In this connection, I want to know
What is the company policy for resolution of customer complaint.
How many time I have to provide a copy, every time a new office require the bill. Such is the co-ordination.
What is the efficacy of the entire network to redresses of the customer complaint.
What care is taken to your warranty promises?
Under the above narrated circumstances, my family has been deprived of the LED due to very casual, indifferent attitude at yours. Am I not entitled for the compensation for agony?
Last but not the least, I request your goodself to intervene the matter and arrange for replacement of the set within 3 days. And also ensure to avoid recurrence of such attitude by your various agencies.
Yours faithfully,
Ram Babu Garg
Chief Manager
On 10 December 2013 15:24, Abhinav Garg <[protected]@gmail.com> wrote:
Hi,
It been 4 days days since my last mail bit still I don't know status of my complaint. I haven't received any call regarding status of my complaint.
please let me know that sony wants to resolve my complaint or not. Its been 30 days and i still don't know the status of my complaint.
Thanks
________________________________________
From: Abhinav Garg
Sent:[protected]:27
To: [protected]@ap.sony.com
Subject: Service Request No. 16705523
Hi,
I have complaint registered with Sony no. 16705523 regarding my Sony 40'' LED TV
Complaint is now 25 days old and i haven't received a single call from sony regarding status
I called your toll free no. multiple times and every time they assured that i will definitely receive a call in 2 working days, it been 25 days and I haven't received any call regarding my complaint Satus
This behavior from a company who is know for its Customer Service is not understandable and acceptable, I don't think Sony is taking my complaint Seriously.
I demanded the replacement of my LED TV but haven't received any update regarding that
Please look into this matter ASAP as i am now fed up of calling your service center and getting false assurance
Thanks
From: Abhinav Garg <[protected]@gmail.com>
Date: 6 December 2013 16:16
Subject: Re: 'SonyIndia=[protected]' Service Request No. 16705523
To: Sonyindia.[protected]@ap.sony.com
Hi,
This is the same response i am receiving from last 25 days, I don't understand the delay in processing my complaint and why I am only getting false assurance.
Customer Service is for support for customer not for grievance.
Please provide status of my complaint as early as possible
Thanks
On 6 December 2013 15:03, SonyCare <Sonyindia.[protected]@ap.sony.com> wrote:
Dear Mr. Abhinav Garg,
Greetings from Sony India.
Thank you for patronizing Sony products.
This is in response to your e-mail to our Head of Service.
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
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-- Forwarded message[protected]
From: Abhinav Garg <[protected]@gmail.com>
Date: 26 November 2013 22:59
Subject: Service Request 16705523
To: Sonyindia.[protected]@ap.sony.com
Hi,
This is regarding my service request No. 16705523 for my defective LED TV.
As per your engineer visit, he said that whole picture unit is faulty and need to replace full screen.
I purchased Sony LED due to my prior experience of Sony Quality and customer Support but in just 6 months my LED TV turns defective, Screen which is its main part is not working only after 6 months. It just shakes my trust on sony quality.
Considering this, maybe the whole piece(LED TV) is defective and this problem could arise later also, I demand replacement of full TV in place of screen
Please consider my request for replacement for full TV unit
Thanks
R B Garg
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