[Resolved]  Sony India — Malfunction of TV within two years after purchasing (Display panel got damaged)

Address:

Purba Medinipur, West Bengal

Dear Sir/Madam,
This is to inform you that I brought this 32" Sony Bravia, LED TV, Model – KDL 32EX 550 in May 2012 vide Tax Invoice no.BB/CM/00932/12-13 DT.30.05.2012 at Rs.39, 900/= from Great Eastern Appliances Pvt ltd, Kolkata. The same was installed by Mr.Hazra of Neosa Electronics ( P ) Ltd, ( Sony Authorized Service Centre) Haldia in June 2012. It carried a warranty of 12 months from the date of purchase as per warranty card provided by Great Eastern, Kolkata ( attached scan copy)
Present age of my TV is two years two months twenty one days. In 26th month itself, my TV, Sony like brand become dysfunctional. First the problem was noticed during world cup football match somewhere in May’14, a single very thin green horizontal color on the top edge. We thought initially that it is due to cable transmission problem and accordingly cable details were checked thoroughly. Cable operator also could not diagnosed any problem in his system and asked me to contact the TV personnel.
After some days of operation, the line width become wider and color become combination of black and white at the top.I immediately lodged my request stating the problem online and also through mail communication in June 2014(allotted request ID was.19726942 dt 20.06.2014).During this time due to very critical family problem in my home front, I could not arranged to offer Sony service people’s to inspect the TV problem against the mentioned request ID.
So again, I lodged second request in the month of August’2014(allotted request ID was 20508284 dt.18.08.2014). Against this ID request, Mr. Hazra of M/S. Neosa Electronics ( P) Ltd, Haldia visited my House on 20.08.2014 ( ref. service Job sheet no.3253903 enclosed )and inspect the TV problem. As per the verbal communication of Service Engineer the problem is in the display panel and it needs replacement. Please be noted that nothing has been mentioned about the identified problem of the TV set or ASC comments in the mentioned Inspection job sheet after post inspection.
Subsequently, Mr. Sharma of M/S. Neosa Electronics called me and told the the system job no.J41866371 and estimated cost of repair for replacement the panel is Rs.14, 200/=
Please be noted that while discussing this problem with the shop from where TV was purchased and your local service center, I came to know that this type of problem is taken care by Sony India Pvt Ltd free of cost if had it been informed to Sony India within two years after purchasing TV.
Now sir tell me can any customer identify this panel problem just by observing an extra color thin line on edge of top that to sometimes coming and then disappearing, when full picture of the TV is not vanished. And can a customer purchased a TV, whose brand name is SONY, will expect ever this type problem in the newly purchased TV within a span of only two years. Never sir never, that is why customer spend his hard earn money on choosing and purchasing SONY BRAND TV and not other brand TV.
But sir, this very important two years warranty information on panel replacement has neither been shared in the warranty card nor informed by your authorized service center during installation & commissioning the system.
In the warranty card it is also written “warranty of 1 Yr from the date of purchase and Valid up to June-2013”. So two year completion after purchasing my TV is June’2014. I lodged my request on June 2014 and that is well within two years after purchasing the TV. If two years is the bar limit then I can put my humble request in front of SONY management to consider my appeal and warranty facility should provide to me on Customer Good wheel norms.
I have also some queries as given below about your warranty norms and information as not shared by the company, dealer and service centre :
a. Sony is provided extended warranty facilities depending on customer requirement and wish. Then why it is not mentioned anywhere in the warranty card. Why the shop or authorized service people did not asked or requested me for availing the facilities during purchase and installation the TV. Warranty card should have the following information as published in your web site.
Warranty Information
Domestic Warranty
Standard Warranty
Extended Warranty
Limited Warranty on VAIO Accessories

b. If some parts of the TV is having two years warranty then why this information has not been mentioned in the warranty card and also not shared either by the shop where TV purchased or by the service center who installed my TV.
c. If the above mentioned points would have clearly mentioned or shared with me then during purchasing and installation the TV then I could have taken preventive measures and act promptly towards lodge my request. Also I could have availed the extended warranty facilities. In this case my tension would have been reduced about the performance of the product.
d. Sir, would you not think that sales and service department plays a very important role in any industry. Was it not there responsibility to inform and educate the customer every information about warranty facilities along with other tech. information’s, which customer can avail if any problem arise.
e. The above incident has created the doubt that whether I have been given already a defective piece or repaired piece by the dealer. You will appreciate that consumers buy SONY product at the higher prices than the other similar product available in the market believing its quality by default. But now it seems that quality of the SONY is also being compromised at the cost of consumer’s faith & cost & if such type of quality problem faced by the consumer, Brand value of Sony will be erode drastically.

f.Sony is having very fantastic support system, where if you put your request you will get a auto generated mail having a ID no.Their authority will never read your problem for solving the same.They will advice to contact local service centre and get the problem solved.

One of the cheating company in my sense why the TV I purchased got outdated. So now onwards you will not get any support.they have also informed their dealer to sell that type TV to their customer.It is basically earning money from customer through dishonest door.

Hats off Sony management !! Hats off.

I am really feeling very disturbed & frustrated about my decision of buying SONY product. I don’t know whether the dealer or the manufacturer is faulty, but ultimately looser is customer who already spend his hard earn money of purchasing a substandard product unknowingly.
I would appreciate & request if you, kindly look in to the matter & get the faulty parts replaced with the new one on customer good will warranty keeping the faith alive about the quality products of SONY.
I shall look forward to your reply and a resolution to my TV problem and will wait for your positive and favorable solution.


Sincerely,
Goutam Chattopadhyay
HREL Town ship, Haldia-721657
Mobile ;: [protected]