Sony India — 32w512d - complaint id: 40142069 dated 20 june 2017 - not rectified till date

Address:	Hyderabad, Andhra Pradesh, 500085
Website:	www.sony.co.in

Complaint id: 40142069 dated 20 jun 2017
I have purchased a sony 32w512d in mar / apr 2017 at hyderabad.

There is no picture coming on the tv since 16 june 17. I had located the warranty card and called customer care and complained on 20 june 17 with complaint id: 40142069 dated 20 jun 2017.

Same day the task was assigned to "pranak electronics, kukatpally, hyderabad within 20 minutes.

It was attended on 21st by mr varendar of the company and he checked and informed that mother board is defective and needs replacement. On 24 / 25th the replacement item was brought and fitted, but no change. Still no picture, saying panel is defective and took back the replacement mother board.

On 27th when i contacted mr varendar, he informed that there is a delay because of gst. I did not understand what gst has got to do with warranty replacement - free of cost. This went on till 7th july when i was told order has been placed & item will come in 2 days’ time. Since then every alternate day till 12 was the same story. [it is one sided call from me. No call from company side about delay in item receipt]. Then, i am informed item will come in the evening and will be replaced by tomorrow. Tomorrow is everyday story till yesterday.

Today, on enquiry mr varendar said item has come. It was defective piece and sent back for replacement. When i insisted to speak to manager at 9.45am, he said manager yet to arrive. He will inform manager and i will get a call back from manager before 10.30am.

As no call came, i went to pranak electronics, kukatpally, hyderabad at 12.30 hours and met the manager. He was totally surprised to know that panel did not come till date and how come i was bluffed by mr varendar that a defective piece has come and returned for replacement. Having such a person like mr varendar, bluffing the customer, in a company like sony, is not understood.

Further, sony by itself has no followup mechanism to check why jobcard is open for almost a month and without rectification and there is no escalation mechanism within the company. This is equally applicable to manager of pranak electronics, kukatpally, hyderabad, who is not taking feedback from his staff twice a week on pending jobcards and what action need for follow up.

For this one month delay in service, for defect rectification, will sony extend the guarantee by a month?? Please intimate. Any defect should be closed in 48hrs, latest by 72 hrs. This prolonged non availability for a month definitely needs warranty extension.

If the item cannot be rectified in another 48 hrs, please replace the item[tv] immediately.

Manager, after i spoke to him, he personally got into the activity to get the panel [spoke in front of me], and assured item being despatched and will be rectified in 48hrs.

Awaiting a detailed mail from sony on action taken for the following:
1. Rectify the fault in 48hrs, else replace the item.
2. Action taken on mr varenda, for bluffing that panel has come which was defective and sent back for replacement
3. Extend the warranty by one more month.
4. Feedback mechanism that is followed in service complaints by sony, specially warranty defects. [since it eats into the warranty time]
5. Auto escalation process in sony.

Thanking you
Ashok kumar