Sony India Complaints & Reviews

Below is the detailed email chains to SONY but seem like they dont care for Cutomers

Mr.santhosh informed me that when they enquired such issue with youtube app with other teams in singapore etc.. it has never occurred anywhere . He informed me that Technical engineer would like to visit and see the problem again though it was shown to Vignesh services team.It was testing time again for me and my family as we are aware about "TRUST FACTOR MISSING IN SONY TOWARDS CUSTOMERS", informed that engineers are welcome to visit my house again to see the issue LIVE for THE FINAL TIME though i have shared videos in the past about TV screen going blank / TV restarting automatically.

We had Mr.Anand and Mr.Venkatesh visit our house today around 4 PM to check on the issue again about youtube app on TV. We were lucky today that when we played some videos via youtube APP on TV, TV restarted automatically once today, later when we played the same video it was working fine via youtube app on TV which proved there is a problem WITH TV AND NOT VIDEOS ON YOUTUBE. Please be informed that none of the videos were never updated / modified during the time we played videos but not sure why TV restarted automatically. We also observed that when we play some different videos on builtin app of TV atleast 4-5 times, TV used to return back to HOME screen menu automatically which seem like a real problem. The link / videos we played via builtin TV youtube app and not browsing via any link, also videos which had issue in playing earlier were working fine in next 5 minutes without any issues but intermittently TV had been restarting and returning to HOME screen.

The ACT broadband bandwidth was able to easily play 1-2 hours video streaming without any buffering delay, same was confirmed to Mr.Anand and Mr.Venkatesh.

We have also proved the TV screen going blank to Mr.Christopher and same video was shared to Mr.Velu along with Mr.Venkatesh to be on the same page.

This way we have shown the issue recurring playing videos directly via youtube APP on TV/ also TV screen going blank when we do Mirrocast via youtube app to your SONY employees / technicians to be on the same page.

I would like to understand if this issue is very common / feature of TV that all customers using W950A are facing the same problem using youtube APP about TV restarting automatically and exit to main screen when they try to play videos on TV via builtin youtube app. I have never faced this issue in the past, not sure if its a hardware or software issue but request a resolution or refund at the earliest.

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Technical team replaced board on the TV to see if this issue would be fixed . We tested after board replacement but issue still continues with exiting to home menu when playing youtube app on the TV.I spoke to Mr.Santhosh who confirmed that a solution will be provided EOD today, 29th June IST either from Technical Team or refund.of the money. I would be happy to hear final resolution in this regard since IST since its been a month chasing this issue.

I have also attached the 2 year extended warranty card receipt for your reference per request from Santhosh. I also have all supporting documents for purchase and other documents regarding TV along with manuals, accessories etc...

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Hello Mr.Venkatesh,

As requested PFA is the original Bill along with Warranty Card of HX850 TV purchased. I have already shared the extended warranty card bill for your reference in my earlier email.Let me know if you need additional information.

Appreciate your support to speed up the process for the refund of the same asap.

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7th July 2015

Dear Sony Team,

We have successfully completed more than a month since the time complaint was registered, believe me this is really frustrating and clearly indicates that Sony doesn't care for the customers after selling the product though the issue has been escalated time and again(repeatedly).

I challenge SONY's technical and management team that there is a real technical problem in the TV, still I don't understand why SONY like brand is not ready to accept this and take any actions for past month. I have proved the issue to multiple people again, again and again via sharing videos and pics through Whatsapp. I am completely fine if anyone can prove me wrong / unreasonable, I will not contact or bother SONY team again in my life. Unfortunately there is a genuine problem in the TV and hence I am following up.

As usual SONY team seem to be very smart and safe in providing updates on call and not via email since you are scared of future impacts but I surely have have all the confidence to write all the updates via email as I am asking for the genuine problem and not trying to fake anything over here.

The 1st failure - we had issue with TV display as diagnosed by your so called technical expertise team during warranty period, we were informed to wait for months since you were not ready to replace it immediately instead SONY team always focused about the cost and money and not customer satisfaction.

They tried their best to service the TV which didn't happen due to unavailability of Stock. When the situation worsened due to SPARE not available in any of the SONY units, finally TV was replaced .

Please be informed that it was not a favor done on me by SONY team / neither I had WOW feeling about your service but I still did trust SONY investing additional Rs.7, 500 for extended warranty assuming that SONY service will not be this challenging / horrible every time . My bad, I was wrong and result is what i am repenting for investing hard earned money in SONY, writing numerous emails / calls / follow-up which doesn't have any impact even after being escalated.

I really pity and feel shameful about the services levels of SONY and I mean it. I understand that I am addressing number of recipients however its going beyond my tolerance level now. I have been waiting for a resolution but every time only one update I get is "We are working with our team in HO"

I also work in a service organisations where we have SLA's with our customers and TRUST me our customers are not this tolerant as well. I am writing this email with a hope of resolution, else I will have to think of next course of action which surely will not be in favor of SONY. Requesting you to not test my patience.

Expecting to hear from you soon on the resolution.

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11th July 2015

Hello Venkatesh,

As per your confirmation some changes were done on youtube / google end . When checked after refresh issue still exist and not resolved.


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All the TV issues videos have been shared via Whatsapp to all SONY team again to prove same issue exist

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16th July 2015

Hello Team,

As per the attachment, 5-7 working days remains complete with the note dated Wednesday, 8th July 2015. Let us know the final resolution / steps taken to get this issue sorted as this complaint is open for approx 45 days. The issue continues even after changes from your end replacing board and software updates etc...

We have been accomodating SONY team to our best bearing 2 TV failures during warranty, also lead time provided as requested by your technical / management team giving enough time to rectify the issue for resolution.

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23rd July 2015

Hello Team,

As per the attachment, 5-7 working days remains complete with the note dated Wednesday, 8th July 2015 but we had been facing issues with the TV since 5th June 2015.

I was informed by Mr.Santhosh and Venkatesh that one of the personnel from Headoffice will visit personally to understand why the issue still exists. I am not sure what was the fix provided from google or 27th Julyyoutube which was the interim reason to drag the entire issue. After follow ups, Venkatesh informed me that they will have Headoffice personnel visit our house today July 23 2015, Thursday, however as usual its just another fake commitment from a company like SONY.

I seriously do not understand that, why there is so much of diagnosis happening instead of believing a genuine customer, who has been waiting from 48 days now. I have been repeatedly sending recorded videos to Santhosh / Venkatesh as recent as yesterday, with neither an acknowledgement nor a courtesy call back to the customer.

I have provided all the valid evidences to prove the error in the TV, but still none of you at SONY are ready to trust me, infact multiple visits by your people have already proved the issue by themselves, but no use.

I think its time to proceed with legal action. Regret to say that just a letter sent stating that you would check the issue and not providing any solution with no courtesy to get back to customer is going to help in any way. I am being compelled to go in this direction.

If I do not hear from you people by Saturday, July 25 2015, I am going to file a complaint in the consumer court. Rest I leave you people to think over and get back to me with a permanent solution.

Hoping to hear back at least this time.
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27th July 2015

Hello Team,

As usual there was no call from none of the SONY team till date. I spoke to Manjula about who should we refer the Legal Lawyer notice. She informed that Mr.Santhosh will call me back and then may proceed with further steps. Santhosh called me later and as per his confirmation I will be sending a notice soon and same was agreed by Santhosh to be on the same page.

I would like to even bring it to your notice that when the board was replaced by your technical team the TV serial number says#4309149 instead of Original serial # 4304853 and its been 52 days with no resolution from SONY in this regard.
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I can feel you bro. The same thing is happening with me, the difference being, I have a PS4.

What's even more pathetic is that, they don't repair Ps4's anywhere around the world, they just replace it.but they made an exception for me and returned it after falsely ' repairing' it and later saying that 'no fault was found'. It has been 21 days, and still no response from these filthy scum filled .

Let me know how are you filing a lawsuit, cause I plan on doing the same. Maybe, if you are in New Delhi, we can jointly file a claim.

Sequence of failures and details of defects for which the mobile has been submitted at Service center

I - Nov 28, 2014 (refer attachment “invoice.pdf”)

• Defective Sony Xperia Z1 (IMEI number : [protected]) purchased on Nov 28, 2014 for

Rs 31, 670.40 (CIN NO: U01100MH1999PLC120563) from Reliance Digital, Janakpuri, New Delhi

II - Dec 5, 2014 (refer attachment “JOB SHEETS.pdf”)

• Job Number # W[protected]

• Mobile was submitted at service center as ingoing and outgoing voice was not audible at all. Only extreme

noise and disturbance was audible in the mobile and it was impossible to talk on this mobile.

• As this issue was diagnosed within 1 week of purchase of mobile, customer demanded a refund of the

purchase amount of this mobile. This was refused by service center and the customer was persuaded to

collect the repaired mobile on the assurance that this defect will not recur.

• However, it should have been declared “dead on arrival” and reimbursement processed then and there.

III - Dec 19, 2014 (refer attachment “JOB SHEETS.pdf”)

• Job Number # W[protected]

• Mobile was submitted at service center as the mobile was not getting charged.

• USB lead of the mobile was found to be defective.

• As this was the second defect diagnosed within 3 weeks of purchase of the mobile, the customer again

demanded refund of the purchase amount of this mobile. This was refused by service center and the

customer was provided with a new USB lead to charge the mobile.

IV - Feb 2015

• The mobile was repeatedly getting hanged.

• Mobile was again submitted at the same service center.

• Software update was done by Service center so customer was not provided with Job sheet.

V - June 13, 2015 (refer attachment “JOB SHEETS.pdf”)

• Job Number # W[protected]Repeat Job Number # W[protected] ; this is mentioned in Jobsheet)

• Mobile was submitted at service center for 2 problems:

o Ingoing and outgoing voice not audible. Only extreme noise and disturbance audible because of

which impossible to converse on this mobile. Mobile was submitted at service center for this same

problem on Dec 5, 2014

o Mobile getting extremely hot after around 30 minutes o[censored]sage (charging / call / any online usage)

VI - June 25, 2015 (refer attachment “, Delhi, XPERIA Z1 C6902, [protected], 25-06-

2015.pdf”)

• Customer received a letter from Sony mentioning that

o Mobile has been received only once earlier. FALSE.

THE FACT IS THAT THE MOBILE WAS SUBMITTED 3 TIMES PRIOR TO SUBMISSION ON JUNE

13, 2015 (refer Job numbers - W[protected], W[protected], Feb 2015 submission when

software was updated)

o All the defective parts have been replaced and now the mobile is in working condition. FALSE.

THE FACT IS THAT WHEN THE MOBILE WAS TESTED IN THE SERVICE CENTER BY THE

CUSTOMER AND THEN BY HARMEET FROM SERVICE CENTER STAFF ON JULY 1, 2015 THE

MOBILE WAS NOT WORKING PROPERLY.

VII - June 30, 2015

• Customer received a call from Nitish from Sony Corp and Harmeet from Service center assuring the customer

that mobile has been repaired and the customer should collect it.

• Nitish from Sony Corp assured verbally that in case the complaint occurs again, the customer will be provided

with complete refund of purchase amount

• Harmeet from Service center also similarly assured that in case the complaint occurs again, the customer will

be provided with complete refund of purchase amount

• After these assurances the customer agreed to collect the mobile from service center on July 1, 2015

VIII – July 1, 2015

• The customer tested the mobile in the service center (prior to collecting it), to verify whether the mobile has

been repaired, as claimed by

o Sony in their letter dated June 25, 2015 to customer

o Nitish from Sony Corp on telephonic conversations with customer on June 30, 2015

o Harmeet from Sony Service center on telephonic conversations with customer on June 30, 2015

It was observed that the mobile was still not working; as whomever the customer called to talk was not able to

hear the voice of the customer. Also the customer was not able to hear the voice of the other party.

When the customer refused to collect the mobile, as the mobile was not working the service center person

(Harmeet) called up his contacts from the defective mobile. The people he called, also were not able to hear

his voice and neither was he able to hear their voice.

The customer was then persuaded by Harmeet from Service center to collect the mobile. He mentioned that

as Sony has instructed him that the defective parts have been replaced he cannot keep the mobile any longer

with him

• He agreed to process refund for the defective mobile if the mobile is again submitted in service center after 2-

3 days. This agreement is mentioned in the Job sheet. One copy of this agreement is available with customer

and other copy is submitted at the service center. Based on this agreement only, which was signed by service

center staff and then by the customer; the customer collected the mobile.

IX – July 2, 2015

• The customer tried to use the mobile but as voice was not audible, it could not be used for talking to anyone.

The customer informed this to the service center.

X – July 3, 2015

• The customer received a call from Nitish from Sony Corp that the customer should again submit the mobile at

service center. It is to be noted that during this conversation, Nitish himself was not able to hear the customer

and agreed that the mobile is defective.

• The customer received a call from Harmeet from the service center requesting that the customer submit the

mobile at the service center.

It is to be noted that during this conversation, Harmeet himself was not able to talk to customer and agreed

that the mobile is defective. He then called the customer at an alternate number for further discussion.

• Recordings of this discussion are available with customer. These recordings have been heard by Customer

relations manager of Reliance Digital, Janakpuri, New Delhi

XI – July 4, 2015 (refer attachment “JOB SHEETS.pdf”)

• Job Number # W[protected]Previous Job No : B1W[protected]Repeat Job Number #

W[protected] and W[protected]

• Service center staff tested the mobile and confirmed that the incoming outgoing sound is not clear. Also the

mobile was also getting overheated. Thereafter the customer submitted the mobile at the service center for

refund.

• IT HAS BEEN UPDATED IN THE TOOL USED BY SERVICE CENTER TO PREARE JOB SHEETS, THAT

THE MOBILE IS DEFECTIVE AND HAS BEEN SUBMITTED FOR REFUND (and not repair).

XII – July 9, 2015 (refer attachment “, Delhi, XPERIA Z1 C6902, [protected], 09-07-

2015.pdf”)

• The customer received a second letter from SONY mentioning that mobile has been received only twice

earlier. FALSE

THE FACT IS THAT THE MOBILE WAS SUBMITTED 4 TIMES PRIOR TO SUBMISSION ON JULY 4, 2015.

• This letter mentioned that “the mobile is working normally” and the customer should collect it. FALSE

WHILE THIS LETTER FROM SONY CLAIMS THAT THE MOBILE IS WORKING NORMALLY, AT THE

SAME TIME THE JOB SHEETS CONFIRM THAT THE MOBILE IS DEFECTIVE. ACTUALLY, AT THAT

VERY TIME THE MOBILE WAS SUBMITTED AT THE SERVICE CENTER BECAUSE IT WAS NOT

WORKING PROPERLY.

XIII – July 26, 2015 (refer attachment “NOTICE 1 BEFORE FILING CONSUMER COMPLAINT IN CONSUMER

COURT.pdf”)

• In the time period July 9 to July 26, 2015 the customer tried to contact multiple people from Reliance and

Sony to process the refund. However, the concerned people just kept mentioning to the customer to collect

the defective mobile and did not take any responsibility for the Sony mobile, though it is in the warranty period

and THE PROBLEM STARTED FROM THE VERY FIRST WEEK AFTER PURCHASE.

XIV – July 27, 2015

• On receiving the notice from the customer, Nitish from Sony called the customer. The customer again

explained the case in detail and reminded Nitish that as discussed and agreed earlier with him and Harmeet,

refund should be processed.

• Call recording is available for this discussion

XV – July 28, 2015 (refer attachment “, Delhi, XPERIA Z1 C6902, [protected], 28-

07-2015.pdf”)

• Customer received a letter from Sony mentioning series of wrong details. Please find attached the letter and

evidence to prove each claim made by Sony in this letter as false.

• You can also hear the call recording of the discussion and then you will know that all false details are

mentioned in this letter.

• One of the serious false claims this letter mentions is, “As agreed and confirmed by you to Mr Nitesh

Bhardwaj, the note mentioned on the retail invoice bill is written by you without any discussion with the

service manager / staff, while collecting the mobile from service center on July 1, 2015.”

AS MENTIONED ABOVE, AFTER AGREEMENT WITH NITISH AND HARMEET THIS WAS MENTIONED IN

THE JOB SHEET AND SIGNED BY SERVICE CENTER STAFF AND THEN BY CUSTOMER IN BOTH

CUSTOMER AND SERVICE CENTER COPY. CALL RECORDINGS OF THIS DISCUSSION DONE ON

JULY 3, 2015 IS ALSO AVAILABLE. CUSTOMER RELATIONS MANAGER AT RELAINCE DIGITAL,

JANAKPURI HAS HEARD THE ENTIRE DISCUSSION.

XVI – July 31, 2015

• The customer explained the case to Saurabh Girdhar, Area Sales manager, Sony and shared details of case

with him. Response has not been received from him.

• The customer shared details of case with Manpreet Singh, Account Manager for Reliance, Sony. Response

has not been received from him also.

• The customer shared details of case with Arun Deswal, Area Service Manager, Reliance. He has responded

to customer on Aug 5, 2015 suggesting that the customer should collect the defective mobile.

• Reminder email was sent by the customer to all these people on Aug 4, 2015.

XVII – August 1, 2015

• The customer explained the case to Kapil Mathur, Area Service Manager, Sony and shared details of the

case with him. Response has not been received from him. Reminder email was sent by the customer to him

on Aug 4, 2015.

XVIII – August 5, 2015

• The customer has sent a second notice with details explained to the individuals involved from Sony and

Reliance.

On July 4, 2015 the mobile was submitted at service center for REFUND and NOT REPAIR. Manager at Reliance

Digital has heard the recordings of this defective Sony Xperia Z1 where voice is not at all audible. Manager at Reliance

Digital has also heard the call recordings where Nitish (from Sony Corp) and Harmeet (from Service center) on July 3,

2015 have agreed that mobile is defective.

As per Sony Terms and Conditions

“If, during the warranty period, this product fails to operate under normal use and service, due to defects in design,

materials of workmanship, Sony authorised distributors or service partners, in the country/region where you purchased the

product, will, at their option, either repair, replace or refund the purchase price of the product in accordance with the terms

and conditions stipulated herein” (Reference page 14 of “Sony Important Information”[protected].2 document)

• This document is provided to customer in the same box which contains the mobile, accessories and other

supporting documents

Keeping in view the above evidence where the customer has given Sony four chances to repair the mobile and they have

FAILED to do so, the customer has submitted the mobile for the fifth time on July 4, 2015 for refund.

MORE THAN A MONTH IS OVER AND REFUND IS STILL NOT PROCESSED