Sony India — Sony TV forcing to buy a new TV for their fault on not being able to replace a part

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1154, ATS Greens Village, Sector 93 A, Noida

Our Sony Bravia 4K TV Model No. KD-49x8500C Was Out Of Order. Jaypee Electronics Noida Was Assigned The Job (JOB ID: J[protected]. On March 26, 2021, The Visiting Technician Diagnosed Motherboard Change And Provided An Estimate Of Approximate 16000/- For Replacing The Part. Also, Took 3000/- As Advance Payment.

While Buying The Product Sony Dealer Confirmed Us With 5 Years Service Warranty. Also The Technician Also Promised That Replacing The Part Will Get The Existing TV In Full Working Condition.

However, On April 13, Around A Month Later, They Have Informed Us That The Part Is No Longer Available With Sony Service Center. So An Alternate Option Has Been Suggested For Approx. 45000/- To Replace With Model 49x8000H. I Do Not Plan To Buy A New TV, Specially Budget Constraints Durinng Covid Times. Also Would Not Like To Be Forced To Buy One.

As Sony Regular Customer, I Would Rather Want The Company To Take Full Responsibility For Repairing The Product. More So Because The Service Technician Has Already Taken Up The Job To Repair It. Since Issue Is Identified, It Is Company’s Obligation To Either
1. Repair The Product. Also Provide A TV For The Duration O[censored]nprecedented Delay In Communication And Follow Up. Consider Customer Experience
2. Provide A Parity Product For The Charge Of Repair That Has Been Diagnosed.

Also Want To Know If There Is An Established Escalation Channel Where I Can Follow Up Or My Rights As A Sony Customer. And All This After Multiple Weeks Of Follow Up With The Local Service Center, Call Center And Email Follow Ups.