[Resolved]  Sony India — regarding led repair

I Purchase Sony Led on dated 05/08/2016 (MODEL NO KLV-32R412D) & after one & half year it is not working so I call sony customer care on dated 05/07/18 which SERVICE REQUEST ID no 48437452 and engineer come at my home & checked, he said panel is not working & not in warranty, he tell me estimated cost around 10300/- and says you can repair anywhere and I can not afford this cost and he give me also offer for repair in half rate (not disclose in company) but I am not trust & not accept this deal and I saw the led in other engineer after some time I tell the panel problem to dealer then dealer call to service center (Prachi Service Center- Bulandshahr) & discuss about warranty then after some time a phone come from service center he say that your led will be repair free of cost, next day on dated 20/07/2018 second time same Engineer (SUNIL SAGAR) come at my home & he say your led not repair & his attitude is not good . Form first time engineer misguide me & not tell about that I can repair led in free of cost when he give all detail to service center .

Regarding this I wrote above mail to sony (mail id :- sonyindia.[protected]@ap.sony.com) on dated 22/08/18.

And as per below revert sony mail, led may be repair if I not saw led outside engineer & this circumstance will be happen only company engineer misguide but sony not accept this & do only favour of engineer & service center & not think about my side. & AFTER FEW MAIL SONY NOTE RESPOND MY MAIL & NOT SOLVE MY PROBLEM .

PLEASE FIND BELOW MAIL COMMUNICATION :-

[protected] Forwarded message[protected]
From: SonyCare
Date: Thu, Aug 23, 2018 at 3:39 PM
Subject: RE:'SonyIndia=[protected]'SONY LED COMPLAINT (MODEL NO KLV-32R412D)
To: Gaurav Sharma

Dear Mr. Gaurav Sharma,

Greetings from Sony India. Thank you for patronizing Sony product.

This is in reference to your e-mail dated 22nd August 2018, addressed to us, regarding your Sony BRAVIA TV, Model No. KLV-32R412D, Serial No 4065796.

We understand your concern towards your Sony BRAVIA TV.

We received your aforementioned handset at our Authorized Service Centre - M/S Prachi electronics on 20th July 2018 vide Job number J81801538 for the symptom “No Picture”. On inspection, engineer observed that the set is attempted for service by agencies outside our authorized service network and display panel found defective. We found definite evidence of it. Once a product is attempted for service outside our authorized service network, warranty becomes void. Not only for that particular job, but forever.

Therefore, the initial service estimate of Rs.10, 360/- was informed to you by Service Centre. This estimate is prepared solely on preliminary investigation of the set. The spare parts charged are on current prices and subject to change.

This case has been discussed with the management.

We would request you to approve the initial estimate so that necessary service action can be carried ahead.

Thanking you and assuring you our best services always.

With Warm Regards,

Debashis Sengupta

Regional Customer Support

Sony India Pvt Ltd.

[protected] Forwarded message[protected]
From: Gaurav Sharma
Date: Thu, Aug 23, 2018 at 5:48 PM
Subject: Re: 'SonyIndia=[protected]'SONY LED COMPLAINT (MODEL NO KLV-32R412D)
To:

Dear Sony Team,

Please find my comments in red .

As per your statement “Once a product is attempted for service outside our authorized service network, warranty becomes void” I agree but you can not find this what circumstance that this situation happened . As per your rules First time I call the service center & engineer tell the panel is not work & out of warranty (cost is 10360/-) then everybody try to other option .

As per your statement “We received your aforementioned handset at our Authorized Service Centre - M/S Prachi electronics on 20th July 2018 vide Job number J81801538” This is the second time when Your engineer visit, as per your mail if handset is not show outside you repair free of cost .

You think that if first time engineer do not misguide why are we take this action as per your all mistake do our end & your engineer & service center is safe . This is your duty that you do the support the customer & tell the warranty & other condition . If You not support our side & safe the engineer then we take other action. like consumer court. This action necessary for me.

LOOKING FOR BEST RESOLUTION YOUR YOU.

WE ARE NOT EXPECTING THIS KIND OF PRODUCT QUALITY FROM A BRAND NAME LIKE SONY

WITH BEST REGARDS
GAURAV SHARMA

[protected] Forwarded message[protected]
From: SonyCare
Date: Fri, Aug 24, 2018 at 12:04 PM
Subject: RE:'SonyIndia=[protected]'SONY LED COMPLAINT (MODEL NO KLV-32R412D)
To: Gaurav Sharma

Dear Mr. Gaurav Sharma,

Greetings from Sony India. Thank you for patronizing Sony product.

This is in reference to your e-mail dated 22nd and 23rd August 2018, addressed to us, regarding your Sony BRAVIA TV, Model No. KLV-32R412D, Serial No 4065796.

This is also in reference e mail sent to you on 23rd August 2018 by undersigned, in this regard.

As we explained early, the set is attempted for service by agencies outside our authorized service network and display panel found defective. We found definite evidence of it. Once a product is attempted for service outside our authorized service network, warranty becomes void. Not only for that particular job, but forever. However, you would have escalated the matter before attempt by local technician.

Therefore, the initial service estimate of Rs.10, 360/- was informed to you by Service Centre. This estimate is prepared solely on preliminary investigation of the set. The spare parts charged are on current prices and subject to change.

We regret to inform you that we are unable to comply with your request to service the product under warranty. We solicit your understanding in this regard.

We would again request you to approve the initial estimate so that necessary service action can be carried ahead.

Assuring you best of our support always.

For Sony India Pvt Ltd.

With Warm Regards,
Debashis Sengupta
Regional Customer Support.

[protected] Forwarded message[protected]
From: Gaurav Sharma
Date: Fri, Aug 24, 2018 at 4:26 PM
Subject: Re: 'SonyIndia=[protected]'SONY LED COMPLAINT (MODEL NO KLV-32R412D)
To:

Dear Debashish,

I do understand that we had examined our set outside but you know the
reason behind it . If your technicians are misguiding your valuable
customers for just small amount of personal benefit so how can we
trust on brand like SONY.

First you please educate and make happy ( in terms of money) your
technicians so that they will not misguide customer for just small
amount for their personal benefit.

Anyways now the situation is very much clear to you also on the other
hand i have already spent Rs 5000 ( wrong guidance by your people) on
this TV set . Now i don't want to spend much as my pocket is not
allowing this much of expense . So pls talk to your seniors or concern
authorities where you can offer some best charges for repairing this
set .

THIS IS REALLY DISAPPOINTING FOR ME AS I HAVE TO SUFFER BECAUSE OF
YOUR PEOPLE MIS-GUIDANCE .

Regsrds
Gaurav sharma

[protected] Forwarded message[protected]
From: Gaurav Sharma
Date: Mon, Aug 27, 2018 at 4:11 PM
Subject: Fwd: 'SonyIndia=[protected]'SONY LED COMPLAINT (MODEL NO KLV-32R412D)
To:

REMINDER--

[protected] Forwarded message[protected]
From: Gaurav Sharma
Date: Tue, Aug 28, 2018 at 4:08 PM
Subject: Re: 'SonyIndia=[protected]'SONY LED COMPLAINT (MODEL NO KLV-32R412D)
To:

REMINDER-2

[protected] Forwarded message[protected]
From: Gaurav Sharma
Date: Wed, Aug 29, 2018 at 4:44 PM
Subject: Re: 'SonyIndia=[protected]'SONY LED COMPLAINT (MODEL NO KLV-32R412D)
To:

REMINDER-3

[protected] Forwarded message[protected]
From: Gaurav Sharma
Date: Thu, Aug 30, 2018 at 4:25 PM
Subject: Re: 'SonyIndia=[protected]'SONY LED COMPLAINT (MODEL NO KLV-32R412D)
To:

REMINDER-4

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