Sony India — service request id[protected]

I am sorry that I should have to write to you with a grievance listed under Service Request ID[protected]. However, as I have been instructed to write to higher authorities by a supervisor, Mr. Asif at your Customer Care No.[protected], I have resorted to the same.

I had listed a complaint on 10 April, 2018. A technician visited and confirmed a “Panel Problem” on 12 April 2018. After many calls to the service centre and to the Customer Care number, I was finally informed that I would be given a replacement set of 29 inches as the panel was not available and neither was a 28-inch model. Later again, when I called repeatedly regarding the delay in delivery/ replacement, I received a call from Mr. Ayan Saha saying that since the 29 inch model was not available, my set would be replaced with a 32 inch set. A staff was then sent to my residence with a form (indemnity/ declaration) signed on Monday, 07 May, 2018) with a confirmation that I was accepting the 32 inch model

I was informed that the set would be delivered by Friday, 11 May, 2018. I waited indefinitely and there was no information or call from the service centre or Customer Care. I have been calling the Service Centre since, who did not have any information and kept saying that would revert but did not.

Finally, on Friday, 18th May, they claim that now, since the 29 inch model is available, I will have to accept it instead of the 32 inch model and which was to be delivered on the 11th of May, 2018.

I am extremely disappointed and disgusted with the poor customer service besides the delay and back-n-forth harassment I have been facing. I have been calling the Service Centre and they have informed Mr. Ayan Saha to call me with details, but he has not. They are also refusing to give me his number as it is against instructions given to them!

I request you to kindly intervene as it shocking that Sony India can go back on its word and manipulate a replacement with delaying tactics.

Thanking you in anticipation,