Sony India — Sony Bravia faulty system not getting replaced

Dear Sir,

I need your immediate attention on this case. Sorry to say but I am highly disappointed with the way customer service center of Sony is tackling the issues raised by customers.


It is extremely painful and sad to see that customer issues are not prioritized but customer service center is trying to sell another product in lieu of addressing the issue. Below are the highlights and summary of what went wrong . Hope you will address the issue at the earliest.


I purchased Sony Bravia TV from Key Dee Electronics, sector 18, Noida on 17th June for Rs.52, 000
It stopped working on 18th June (next day). I raised complain on following Monday as Saturday and Sunday was locked down.
Engineer visited my home and said that the mother board was not working and he would submit the job card to the company
I started following up every day for the status with Jaypee electronics and Sony customer service
Finally I was assured that the company will replace the TV set and for which I was asked to sign concern letter. Signed Letter was submitted to Jaypee electronics via mail.
To my shock Mr. Prashant (Phone number - [protected]) called yesterday and informed that TV set will not be replaced and they can repair it and give . This happened after 15 days of raising complain.
I have informed Mr. Prashant and the representatives yesterday that the TV set stopped working on the next day only and I need replacement of the same model. Else they can refund the amount as I would not like to get the TV set repaired which stopped working the next day only. I may get multiple issues in future as TV set does not seem to be in proper condition. And when the customer service is not able to decide what to do even after 15 days, I might face service issues in future also.
Today I got mail asking to pay extra 9K+ amount for purchasing the latest model.
It is not expected from a multinational company to keep the customer waiting for more than 15 days and offer a new model with extra price. I purchased the TV set on 17th June. Either the company should replace the same model or refund the amount immediately. The company must not sell another model of higher prices because the current model is not working

I need your attention and help in replacing the TV set. As a consumer I have the right for good product and service which I am sure the company will give . I believe this was one of the exceptional cases where the company has not delivered the product and service as per customer's expectation.


Hope to get the issue resolved within this week as 17 days have already passed without resolution.

Thanks
Ravi Khanna
Ph - [protected]