Sony India — Repair of tv

Please refer Job/sales No: J01768228.
We purchased Sony LED TV 43W950C on 09 Nov 2015 because we believe in product quality and servicing of Sony India Ltd. All these days TV was working fine. But Since Apr 2020(This year), our tv started giving trouble. Horizontal bars started appearing at across the LED panel. We called up Sony customer centre in toll free number. But Sony India expressed regrets saying that repair services would not be possible due to LOCKDOWN POST cover-19 measures. Call centre tried to assist telephonically to resolve the issue but it was of no help. Somewhere, in the month of Jun/July after the relaxation of lockdown complaint was given and technician attended the issue but could not rectify. Details of the complaint and visit is available with your log history pertaining to the issue. No attempt was made by Sony India to address the issue and guide us for further disposal/ cause of action. Till this time Tv did not complete 5 yrs of purchase time. Again in the month complain was given. Technician attended and advised unto visit Rajpath Service centre and deposit Rs 18000/- towards the requirement of spare and repair. ( Money could have been charged after repair of TV). Even after the restriction of movement due to COVID-19, my sister visited the service centre ( Rajpath Service centre ) and deposited Rs 5000/- as instructed. And it was told that rest of the money may be deposited after procurement of retired part/spare.
A week later, we received a call from Rajpath Service centre stating that spare is not available. Sony India is giving us a special offer to pick a new tv of our choice and we will get discount of 25 to 30 % on new tv. So we should give the choice of the Tv model. On 25 Nov, we visited the service centre and gave them the choice of TV model KD-65X8000H which was Priced at Rs 1, 24000/-. We were told by service centre that we will get only max of 30 % discount on new tv as now it is more than 5 yrs. Had it been before 5 yrs, we would have got better discount offer i.e discount more than 30 %.
But it was told to us that shortly they will inform us about the disposal.
On 27 Nov 20, we received call from service centre that there is likely delay as the Tv price is likely to vary. Now this aspect is not understood.
Following are the Grievances
1. Why was effort not made by Sony India to address the issue soon after relaxation of lock down to address the issue of valued customer?
2. Why was the matter of within 5yrs of purchase was not discussed with customer?
3. Why is the service centre stating that period is over 5 yrs now when the matter was reported well within completion of 5 yrs.
4. Once we have given a choice of model, Why is Sony India is stating that price is likely to vary? What if prices go up after 30 Nov 2020. Then we would land up paying more amount on the discounted price.

It is requested that customer’s need to be addressed on the better benefit of customer rather than company’s interest.
Ignorance to meet the need of customer will not only lead to loss of the faith of the customer and going for better customer support brands but also against the ethos of the company.
Hope my issue will be addressed in our favour as per the ethos of company to provide better service to its valued customers.

Regards
Reeta Samal: [protected]
Amarendra Samal: [protected], [protected]