Sony India — 396 sony bravia model: klv-40nx500 in5 bearing serial no: 2348243 purchased on 2010

Address:

Thane, Maharashtra, 400607

I have sony lcd, model # klv40lx500, serial # 2348243, which was sent for repair as there was some problem, whereby the tv would not get started and constantly be on standby mode.

The service engineer had come and taken the motherboard and supply parts initially to check and repair on 12 oct. Then after constant follow up and chasing i got an update that there was no fault detectable and the unit will need to be taken fully to further verify on 20 oct. Post that i received an update from the service center on 24 oct (After me enquiring) that the problem is identified and the part will need to be ordered and around inr 10000 will be the cost and the same will be arrive in a week's time and then the repair would be done.

Now i have got a call yesterday that the part is not available as this is no longer produced and sony will pay me 25% of any tv i choose to buy from sony india as per the policy.

My problem is:

•no one was bothered to keep me updated and also when i had enquired what was wrong the service center guy was clueless as he had not received the part even after 2 days of the service engineer taken the same

•i ended up chasing and following up as i wanted to know what is the expense i am going to incur
•wile you have generously agreed to pay 25%, i have to pay the balance 75% to sony india and the product of my choice will be delivered to e in 7-10 days, however i am being forced to

◦ spend more as sony india has its fixed price as compared to other options
◦i have to spend my cash reserves, for paying the 75% to sony india, whereas i could have opted emi on card option if i had other option

◦i am getting a mere inr 15000 odd discount o my choice of tv whereas i could have earned more by selling my old tv if it was repaired & returned, which cannot be done due to non availability of parts due to sony production

◦i will now have to spend inr 45000 as against expected or planned inr 10000 for the repair

Can you please explain what should i conclude as a loyal sony customer? Or should i feel cheated & duped of legitimate service expectation? Or should i feel being bound by sony policy, to which i am not privy to and not sure who and what basis this was listed in the 1st place?

I am out of india currently and if anyone wants to converse with me (My preference) please share a dialing number (Not toll free) so that i can call and speak to respective people to understand the issue further

As mentioned above i don’t have an issue around the offer. But the issues are:
1- sony dictating terms of payment
2- your service center guy had informed my wife (Cc’d on email) that “we can buy any tv of our choice from a vijay sales or kohinoor” then why can’t i extend the offer to other online retailers or other brands?
3- mode of payment is also not acceptable, because i want to have my choice of payment methods
4- by this offer you are biding me to buy a sony tv only - whereas given the fact that this tv was bought in[protected] and the parts are no longer in production, what guarantee can you give the newer one will last and parts will be available in such a scenario in feature?
5- basis your costs estimates for the damaged parts as replacement i was hoping and preparing for an unexpected costs of inr 10000 as max expense, however i am forced to spend another inr 40000 odd and that to not with my choice

If you can charge inr 10000 for a replacement part of an outdated model, how can you put a value of 25% on my old tv? If i analyze this by part by part then i will end up getting more in the bargain.

Hope you all now understand the predicament i am in?