About 10 days back my bravia kdl42w700b went kaput. It’s screen became dark grey. I tried calling the helpline numbers over the next two days without success. There was no mail id's for service nor any escalation process provided on the website. However, i did manage to find a mail id for logging a complaint (Other than the web-based) and sent a mail on 18/6 for which the ‘auto’ response came on 22nd merely acknowledging that a mail was sent but had a reference number[protected].
Finally, yesterday (25/6) a service technician did come. The technician, naseem khan i guess. All the snazzy words used on sony website about the care taken due to covid is hogwash. This person comes without any uniform, just an ordinary mask, no gloves, no shoe covers as touted by sony india.
Now this guy is from a third party immortal innovations at krishna nagar, delhi. So the quality or rather the pathetic quality is not surprising. This is not the end of it. He opens the tv, uses a multimeter and within seconds he has the diagnosis! The tv screen is not working and needs to be replaced at approx rupees 22000/-!!! The tv is barely 5 years old!! One spends a heavy amount for a so-called premium brand but is this the quality.
My earlier non-sony tvs lasted for double the period and i retired them rather they going phut on me! And this is supposed to be the latest (Bad) technology.
The story still does not end here. On probing our friend the technician says everything else is fine as well as sound. So i requested him to at least play the sound for me. From the top left button of the remote one can select virtually blindfolded, the location (Hdmi, etc). He kept twiddling and said he can’t do so as he can’t see the screen! One can easily navigate to the correct location even if the screen is blank. Should not have been difficult for a person with 11 years experience, as claimed by him. This was surprising since he had said that the sound is controlled by the motherboard and not by the panel / screen.
So if the motherboard is fine, the sound should have been there. My reasoning and i could be wrong. The technician was only interested that the panel be replaced @22000. My take is that the issue could be minor with just an ic or a loose wire or a chip that may have conked off, may be the cause of the problem. These sub-standard third party players get hefty commissions on parts so their sole interest is to hoodwink you. And for a useless call, we also had to pay for their visit @ rs. 236/-
So much for sony, a japanese product and not a chinese one!
The purpose for writing to you is twofold:
That my problem is sorted out quickly, professionally and at reasonable cost.
That you get the voice-of-the-customer directly and see what is happening within your company which is detrimental to the image we had for sony for decades.
I made a note on the cash receipt that i am not satisfied. Please see it for yourself.
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Today, i. E. 28th june a technician called mr. Dinesh gupta (98xxxx1713) came to our residence. The first thing he told me was that there would be a charge of rs.240/- for the visit. For his information, i showed him the receipt for rs. 236/- (Receipt no. 2969, book no.30 dated 25/6/2020) from immortal innovation services pvt. Ltd., sony authorised service centre. I had clearly written "totally dissatisfied" and "paid under protest".
He spoke to someone, took an image and sent it to someone (Presumably his senior at the service centre). On receiving a response from the other side, dinesh gupta informed me that you will have to call immortal innovation as he has come from sony service centre or pay again. I clarified to him that i had written to sony support and not called or written to immortal innovation. How was i to know who sony will send and from where! I am a customer who ideally wants to go to the company and not a third party or freelancer for repairs. He just did not listen, not even open the tv to see what the problem was except for what i told him (As told to me by immortal innovation).
This technician was not even briefed about my case. It's such a sorry state of affairs with sony india that there is no communication even within the organisation!
My complaint is still open and it's been weeks now. Such poor, pathetic and unprofessional conduct is unexpected from a multinational like sony selling products at premium pricing.
Sony India customer support has been notified about the posted complaint.
