| Address: Mumbai City, Maharashtra, 400016 |
Hello,
My name is Sunil Sapre. I have purchased Sony Television Model no- KD-55X8500D, Sl no. 4004477 on 11/10/2016, from Sony showroom( Sidhansh Electronics Pvt Ltd) High Street Pheonix Mall, Lower Parel, Mumbai. Initially, we didn't use youtube, google, Chrome browser features on the TV. But since we started using these features, there has been problem with youtube and google. The youtube home screen is displayed properly, but there is a problem with the video playing. For example, I select a video to play, a message is displayed "cannot play the video at this time", I connect to google to search or play video, a message is displayed "cannot connect to google at this time", whereas the internet is connected with full signal and also the google chrome browser works fine, just the youtube video problem, so we can rule out the internet issue. Initially, when this problem occurred I called Mr, Shibu Khan, the person who delivered the TV set and gave me a demo during delivery. He told me a temporary solution to this problem to reset the TV settings, to turn the location option as off, to reset the date, time settings, After trying the above solutions, the youtube and google videos started working fine . So I thought the problem was resolved, but I was wrong, as the same problem occurred after 2 days. This time I contacted Shibu Khan again, he again told me to reset the settings, I did it, it again started working fine, but again after 3 days same problem. This time I again contacted Mr shibu khan, he told me to contact customer care and raise a complaint for a re-demo as I wanted to know what is the problem. I called the customer care, the executive was so rude, finally he told me the complaint has been initiated and a person from Sony will come in 2 days for a re demo, I thought a re-demo would solve things. I waited for a week, no one turned up, I again called Sony customer care, they told me there is no such complaint initiated and no person has been assigned for a re-demo, he asked me for the complaint number, I didn’t know a complaint number is required as the previous executive did not give me any number and told me that the complaint is initiated. So this executive, this time told me a person will visit for re-demo within two days. So basically my whole week was wasted. So finally, a person came for re-demo from Sony. His name was Mr. Kishor Paswan. I told him the problem with youtube and google videos not playing, He also did the date, time, location settings and reset the settings, and gave me a re-demo and yes, the videos started working fine. Again after 2 days I called up Mr Kishor Paswan, no prizes for guessing the reason, yes again the same problem, no youtube and google videos playing, the same message displaying cannot play videos and cannot connect to google, but the internet was connected, chrome was working, rest everything was working fine. This time Mr Kishore told me to call customer care and ask for a visit by a service engineer. Then MR Salim Ansari, an engineer from Sony, visited my house with full confidence to solve the issue, He did some thing, the videos started working, I guess he did the same old resetting the settings trick, yes and the videos were working fine, but this time he also spoke with his boss, Mr Rawal Chandrashekar, and told him this problem and also clicked image of the message displaying while trying to play youtube videos. I also spoke with Mr Rawal, as I was fed up dealing with Engineers, and had to speak with someone Senior. So as advised by Mr Rawal, Mr Ansari, the Engineer told me that there can be an issue with the video card so he will take the video card and replace it with the new one, I said ok no problem, I was happy as I thought finally some permanent solution. But my happiness was short-lived. After two days I got a call from same Engineer, Mr Ansari, he told me that the new video card has arrived and he is coming to replace it. He came to my house and removed the TV set from the wall and replaced the card. Sorry, he did not replace the card, but the entire motherboard, the main hardware part. He told me the entire part only should be replaced. So finally after replacing and putting back the TV set on the wall, the videos and everything started working fine, and the Engineer told me that the problem will never occur again. But again after 4 days same problem occurred, this time I called Mr Rawal personally, and I couldn’t believe it, he again told me to do some reset settings and date and time settings, I mean same old tricks played again, this was where it all started from, I again did the settings he told me to, again the videos were playing fine, but again after 2 days same problem, This time Mr Rawal started blaming my Internet provider. I mean, How is it possible, The google chrome browser on the TV, netfilx and everything else is working fine, Internet is connected with full signal strength, my other mobile phone, apple laptops are all connected on the same internet network, all devices are working fine, and Mr Rawal is saying problem with internet?. If there would have been internet problem i would have a got a message cannot connect to internet at this time or check your internet settings, whereas i am getting messages, cannot connect to google at this time and cannot play youtube videos. There is no internet issue as all other features like chrome browser working fine on th TV set. I think, Sony is just putting blame on my internet provider, as it does not want to take any responsibility. I want the tv set to be replaced. My complaint numbers are- Sony Request ID[protected], dt. 29/03/2017
Sony Request ID[protected], dt. 10/04/2017. Other times I contacted Mr Rawal personally to send engineer.
Sony India customer support has been notified about the posted complaint.
