Sony India — Sony Television

SwapnaJ

from Mumbai, Maharashtra

Feb 16, 2022

Address:

Pune

Dear Sir,
This is with reference to Sony television purchased on Jan 2021 and the series of troubles that are faced on account of it. The current complaint no is 69032670.

Details as below-

Serial no 8108077 Sony LED KDL-32W6100IN5 . Invoice no 2021/01/101 dated 19.01.2021.

Purchased the television on 19.1.2021 and since then it has been giving problems. It started within 2 months of purchase and within 5 months itself, a major part of it was changed twice. Your technician also stated that this is an ongoing problem with this brand.

The first time complaint was made in June for the issues started In May 2021 which was resolved by changing a part in June 2021. Again, the television started giving problems in first week of July, the technician visited on 8th July 2021. The replacement done by your expert technician on 15th July 2021 assuring that the error has been addressed to. However, nothing was resolved and the television was not working post the part replacement.

Repeated calls to your call center did not yield result as the calls were cut by your executive team in the pretext of transferring the call. Finally on 19th August 2021, the technician visited on the pretext of taking the serial no details, operated some buttons, did some adjustments and the screen became live. Even the technician could not explain the loop hole or the issue. Post that, we never really checked much on it as this television is kept in my parent’s bedroom and rarely operative. We were out of station from September 2021 and returned back home only on 1st Feb 2022. On switching on the television, it is again giving the same problem.Within a period of 5 months, an important part needs to be replaced twice and not just after a year, it is again posing the same issue. Usually the warranty of products is so designed that there are no complaints during that tenure. But for your product, it has given way twice and still giving trouble.

The issue that I have experienced was: The indiscipline acts by your technician for the earlier technician visits were..

1. During the July visit, the executive had called me in the morning and I informed him that he should come between 2 to 5 pm and gave him my father's no to co-ordinate further.

2. The executive called my father at 4 pm and said he would be coming in half an hours time. However the executive arrived at 5.30 pm . ( post the scheduled time given to him).

3. When asked about the timings, the executive was cool about it as if it was his right to walk in at whatever time he deems fit.

4. Given the pandemic situation and with very aged parents at home, I totally detest this attitude.

Request you to kindly educate and guide your technician.

This
The Esteemed Management of Sony, India,
This television has already had the motherboard replaced within a span of 1 year. Now again if it needs replaced, this is ridiculous. Is the quality of the product so very down graded?
I am fed up with the follow up and no of technician visits that I have faced for your esteemed Sony television.
In fact, the technician himself had said that this is an ongoing complaint for this brand in his very first itself.
Knowing this why do you want to dupe customers. Is this the reputation of your company?
Last time when the issue was raised in July for the second time within a span of 6 moths from the date of purchase, I was clear that I would not not compromise with service any more. Temporary setting changes made set the television functioning for some days. Post that we were not in station from September 2021 to February 2022. When we came back, the television was again non operational. In Aug 2021, I had categorically mentioned that any further problem with the television in the next 1 year, I will not accept any further repair on this television.
I am not willing to accept any repairs to be carried out on this piece. This was mentioned to Mr Abhijit, Pune Area Head Manager in July 2021 itself. I am willing to compromise only on refund or replaced with another fresh piece with 1 year of warranty from the date of installation.
Also I had exchanged my Sony box television when I had purchased this. That was in good working condition.
If I go to retaliate facts, compensation should be sought for the the malfunctioning of the current television, loss of my box TV, casual and irresponsible behavior of your technician visit during the crucial covid situation which posed a risk to my senior citizen parents at home. I am really surprised at how such a very established brand like Sony have such inner loopholes.
Enough is enough. I am very clear in the future action . Request your management to do the needful, else I will be forced to make this issue public.
Regard

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Sony India customer support has been notified about the posted complaint.

Feb 16, 2022

Updated by SwapnaJ Dear Sir,
This is with reference to Sony television purchased on Jan 2021 and the series of troubles that are faced on account of it. The current complaint no is 69032670.

Details as below-

Serial no 8108077 Sony LED KDL-32W6100IN5 . Invoice no 2021/01/101 dated 19.01.2021.

Purchased the television on 19.1.2021 and since then it has been giving problems. It started within 2 months of purchase and within 5 months itself, a major part of it was changed twice. Your technician also stated that this is an ongoing problem with this brand.

The first time complaint was made in June for the issues started In May 2021 which was resolved by changing a part in June 2021. Again, the television started giving problems in first week of July, the technician visited on 8th July 2021. The replacement done by your expert technician on 15th July 2021 assuring that the error has been addressed to. However, nothing was resolved and the television was not working post the part replacement.

Repeated calls to your call center did not yield result as the calls were cut by your executive team in the pretext of transferring the call. Finally on 19th August 2021, the technician visited on the pretext of taking the serial no details, operated some buttons, did some adjustments and the screen became live. Even the technician could not explain the loop hole or the issue. Post that, we never really checked much on it as this television is kept in my parent’s bedroom and rarely operative. We were out of station from September 2021 and returned back home only on 1st Feb 2022. On switching on the television, it is again giving the same problem.Within a period of 5 months, an important part needs to be replaced twice and not just after a year, it is again posing the same issue. Usually the warranty of products is so designed that there are no complaints during that tenure. But for your product, it has given way twice and still giving trouble.

The issue that I have experienced was: The indiscipline acts by your technician for the earlier technician visits were..

1. During the July visit, the executive had called me in the morning and I informed him that he should come between 2 to 5 pm and gave him my father's no to co-ordinate further.

2. The executive called my father at 4 pm and said he would be coming in half an hours time. However the executive arrived at 5.30 pm . ( post the scheduled time given to him).

3. When asked about the timings, the executive was cool about it as if it was his right to walk in at whatever time he deems fit.

4. Given the pandemic situation and with very aged parents at home, I totally detest this attitude.

Request you to kindly educate and guide your technician.

This is highly unacceptable. I do not want a part replacement now. Too much follow up and time wastage.

Kindly take back the television and refund me the price I paid for it.

I am too fed up with the follow up and your casual attitude towards customers.

Request you to provide the date and time for the product pick up and arrange for a cheque or draft of Rs 23000 in the name of Swapna Joy at the
This television has already had the motherboard replaced within a span of 1 year. Now again if it needs replaced, this is ridiculous. Is the quality of the product so very down graded?
I am fed up with the follow up and no of technician visits that I have faced for your esteemed Sony television.
In fact, the technician himself had said that this is an ongoing complaint for this brand in his very first itself.
Knowing this why do you want to dupe customers. Is this the reputation of your company?
Last time when the issue was raised in July for the second time within a span of 6 moths from the date of purchase, I was clear that I would not not compromise with service any more. Temporary setting changes made set the television functioning for some days. Post that we were not in station from September 2021 to February 2022. When we came back, the television was again non operational. In Aug 2021, I had categorically mentioned that any further problem with the television in the next 1 year, I will not accept any further repair on this television.
I am not willing to accept any repairs to be carried out on this piece. This was mentioned to Mr Abhijit, Pune Area Head Manager in July 2021 itself. I am willing to compromise only on refund or replaced with another fresh piece with 1 year of warranty from the date of installation.
Also I had exchanged my Sony box television when I had purchased this. That was in good working condition.
If I go to retaliate facts, compensation should be sought for the the malfunctioning of the current television, loss of my box TV, casual and irresponsible behavior of your technician visit during the crucial covid situation which posed a risk to my senior citizen parents at home. I am really surprised at how such a very established brand like Sony have such inner loopholes.
Enough is enough. I am very clear in the future action . Request your management to do the needful, else I will be forced to make this issue public.
Regard
Swapna.
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