Sony India — sony tv model klv-40w550a; poor service

Address:

New Delhi, Delhi, 110091

Dear sir,
I am writing to bring to your attention the extremely unsatisfactory service which i have received from your sony authorized service centre, f1 info solutions & services pvt. Ltd., at 208, 2nd floor, ashok bhawan 93, nehru place, delhi 110002. More specifically, from one mr mukesh, who apparently runs the centre.
Our tv (Model no. Klv-40w55oa) stopped working as the set did not come on after pressing the power button. We had registered a complaint (Ccc id: 44709964 dated 22.12.2017), after which a person came to our residence to check the tv. Since the tv did not come on, he assumed that it was the mother board which was defective, without bothering to open the tv or conduct any further check. For this he charged us rs. 300/- for which no receipt was issued.
(I may mention that last time our tv had the same problem, in november 2015, an engineer had come from a. P. Network services (Sony’s then authorized service centre). He had opened the tv in our house, checked the fault and informed us in detail about his findings. Thereafter 2 transistors and fuse were replaced, for which we were charged rs. 2, 262/-. We were given an estimate of what the repair work would cost before taking away the tv and the final bill tallied with this estimate.
Our tv was picked up by 2 boys from f1 info on 25.12.2017. These boys were smelling very badly and had obviously not washed in a while; not at all the kind of service we expect from an international brand like sony. Thereafter, there was complete silence from f1 info; numerous telephone calls to their telephone number[protected] went unanswered and were not picked up.
I had also visited the sony website to check the repair status of the tv. This was singularly unhelpful, merely stating that the tv was being serviced, with no further details.
Finally, i complained to the sony service centre this morning (02.01.2018). Shortly afterwards, fi info called and said that they would need to place an order for a new mother board, which may take over 20 days to come. They quoted a sum of nearly rs. 15, 000/- for the repair work and also said that the guarantee would only be for 3 months for the new mother board.
When i enquired as to why they had not bothered to contact me or even pick up my numerous telephone calls, mr. Mukesh had no explanation; he simply said that the engineer had informed him only this morning about the need for a new mother board. Obviously, fi info was acting only in response to my complaint to the sony service centre.
Thereafter, i told him that i did not want the mother board to be replaced and that the tv should be returned to my residence. I also requested him to send an engineer to open the tv and show me the fault in the original mother board. He refused to do this and said that i would have to go his office at nehru place if i wanted the tv to be opened.
I have lived in numerous foreign countries and have served as ambassador of india to qatar & poland, as well as high commissioner of india to malaysia & canada. My wife and i have been loyal customers of the sony brand and have used sony televisions throughout. We have previously never had any problem with sony products or services.
We are deeply disappointed with the level of after sales and repair services and complete lack of communication from your current authorized service centre.
I hope that the sony company will take cognizance of this complaint and ensure that customer after sales service is improved and brought in line with the high reputation which sony enjoys internationally and in india.
Yours sincerely,
R. L. Narayan

R. L. Narayan,
D-71, ifs apartments,
Mayur vihar, phase 1,
Delhi – 110 091
Tel:[protected]Mob)
[protected]
E-mail: [protected]@yahoo.com