A complaint was raised on 21st january 2018 as our 42 inch sony led tv (W900b) was automatically shutting down. The service engineer has addressed the issue advising us to bring the tv to sony service center stating one of the parts are damaged.
Upon visiting the service center, we were advised on 3rd february 2018 that as the spare for the damaged part was unavailable, our current product will be replaced with the current line up model kd-43x8200e (Mrp rs. 87, 900). We were then advised to pay rs 10, 318/- for the spare part post which we will be receiving the new product.
However, on 5th february 2018 we requested an upgrade for a bigger size kd-55x8200e (Mrp rs. 1, 24, 900) within the same series that we were allocated i. E. Kd-x8200e. We thereby sent a confirmation stating that we are willing to pay the spare part cost of 10, 318/- along with the difference amount of rs 37, 000/- (Mrp 1, 24, 900 - mrp 87, 900). Therefore, the total to be paid if our request was approved is rs. 47, 318 (37, 000+10, 318).
We received a confirmation from the authorised service center on 19th february 2018 advising us to pay rs 65, 318/- for our upgrade request to be honoured. We immediately consulted the service center as the amount is more than the estimated amount (Rs. 47, 318) as per our calculation.
To our dismay, the service center representative (Lakshman) informed us that the rs 65, 318 is calculated making the model kd-43x7500e (Mrp 69, 900) as base which costs less than our current product w900b. As we are not willing to pay amount of rs 65, 318, we advised the service center representative (Lakshman) to proceed with the initial committment of kd-43x8200e. However, the service representative (Lakshman) now informs us that the replacement request was approved for kd-43x7500e and not for kd-43x8200e.
We have supporting evidence that the model committed was kd-43x8200e and please be informed that we will not accept any product that results in a price downgrade compared to our current product.
So we requested them to reinstate their initial commitment and replace our product with the current line up model kd-43x8200e upon the receipt of the dd of rs 10, 318/-.
The company is now stating they will only provide the downgraded product post paying the 10, 318/- and not even willing to providing a letter stating that part not available.
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