Sony India — SonyIndia=[protected]' Mr. Ajit Kumar Mohapatra, KDL-43W800D, 8509396

Good Day,

This is to inform you that I have purchased Sony Android TV Model No - KDL-43W800D on 19th April 2016 from Reliance digital, Diamond City Mall, Kolkata.

Please note self has called Sony customer care and asked for technician as the TV screen was not working, when the TV is switched on a white screen used to come. The technician visited the place on 06th Jan 2022 and advised that the panel board has to be changed and they have to order it from the head office. They have given an estimate of 7500/-. The technician has also taken Rs 4000/- advance for the product. We used to call them and ask about the product, they used to say we had ordered and it takes 2 to 7 days to arrive.

But, suddenly today on 11th January 2022, I received a call from the service center that the parts are not available and the only option left for you is to exchange the TV with a new one.

1. In case the parts were not available, how the order was taken and parts were ordered?
2. How the advance was taken by the customer. as far i know the technician has to check for parts available prior to taking advance. How can it be possible?
3. As a brand, the TV was purchased in 2016 and In 2022 there are no parts available, how can it be possible?
4. Why does the customer have to bear more expenses by exchanging, when parts of the Sony brand are not available with them, after receiving the Advance?

This really creates a terrible experience with Sony as a Brand. It is harassing us.

Hope you will be giving a better solution to the above.

Awaiting your response.

Attached Invoice Copy along with Job sheet Copy for your kind ref.

Thanks & Regards
Ajit Kumar Mohapatra.

after 7 days received a mail as follows
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Dear Mr. Ajit Kumar Mohapatra,

Greetings from Sony India. We thank you for patronizing Sony products.

This is in reference to your emails to Sony India dated 11th, 13th and 15th Jan 2022 regarding your Sony BRAVIA TV Model KDL-43W800D, bearing Serial no. 8509396 purchased on 19th Apr 2016.

We understand your concern towards the service of your BRAVIA.

We received service request of your set at our Authorized Service Center M/s Neosa Electronics, Gouri Bari vide Job no. JA0025846 dated 6th Jan 2022 with symptom – red LED blinking 5 time after white display. Upon inspection of the set by our engineer, the Mounted PWB E-T-CON and Flexible Flat Cable needs to be replaced to service the product.

We are having difficulty in getting the necessary part. As an alternate service solution, we offer to exchange your TV with our latest model KD-43X75 at a special price of INR 44, 509/-. We would like to inform you that this price is offered to you as our valued customer.

The new product comes with normal standard warranty which is also extendable to two more years by paying an additional amount. Sony India Pvt Ltd will retain the complete defective set as part of this exchange offer.

You may also choose any other model from our current line-up and let us know, so that we can communicate the special price to you. You may visit our website www.sony.co.in to select from the current range of our Sony BRAVIA TV & inform us so that we can proceed further accordingly.

This matter has been discussed with the Management.

We regret that we may not be able to comply with your request to service your product.

We would request you to evaluate our offer and confirm your decision on or before 24th Jan 2022. We solicit your kind understanding in this regard.

Thanking you and assuring you of our best services and support always.

Warm Regards,

Moumita Ghosh

Customer Support Team – Regional Office,

Kolkata

reply to above mail by me
[protected][protected]
Good Day,

Dear Moumita Ghosh,

With reference to your below mail, once again i would like to inform you that i trusted Sony Brand, so purchased TV on 2016. at present seeing the service of Sony i am really getting frightened to use Sony further. I purchased TV on 2016 and its not been 5 years fully and Sony cannot find a part of it and advising us to exchange the product.

In this case i purchased KDL-43W800D at 66900/- and with the defect it was costing me around 7500/- . Your Service center was been called up for the service and he advised that the parts been ordered. In this case, if the parts were not available, How the order was placed?. Normally advance amount from the customer to be taken once the parts are available.

Request you to advise on the questions below-
1. In case the parts were not available, how the order was taken and parts were ordered?
2. How the advance was taken by the customer. as far i know the technician has to check for parts available prior to taking advance. How can it be possible?
3. As a brand, the TV was purchased in 2016 and In 2022 there are no parts available, how can it be possible?
4. Why does the customer have to bear more expenses by exchanging, when parts of the Sony brand are not available with them, after receiving the Advance?
5. Incase exchanged again after warranty period again Sony will tell us that Parts not available again you have to exchange.

In this case how we as a customer can trust Sony Once again. there are many bad reviews in internet showing the service of Sony. In case i buy the any other product, hopefully it will show defects after 2-3 yrs and you will advise customers to exchange it with another one rather providing parts.

As per your mail, You advised that present TV will be exchanged, and what about the others parts which is there in present TV. may be the present TV parts will be beneficial to Sony for other customers.

For exchange why shall customer have to bear a huge charges of 44509/-, where there is fault with Sony. there are many other brands which is better than Sony who provide good customer service as well as they have parts and try to procure in time as well the price from Sony is also less.

The Sony has kept the price as same before but the service has become worst. if you are understanding the concern of Customer, then request you to take your Sony defective TV and give us old price for the TV, so that we can look into the matter what to buy next.

FYI, attached some of the reviews for Sony for your kind ref.

Thanks & Regards
Ajit Kumar Mohapatra

after 7 days continuous mail by me i received as below
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Dear Mr. Ajit Kumar Mohapatra,

Greetings from Sony India. We thank you for patronizing Sony products.

This is in reference to your emails to Sony India dated 17th, 20th, 21st and 24th Jan 2022 regarding your Sony BRAVIA TV Model KDL-43W800D, bearing Serial no. 8509396 purchased on 19th Apr 2016.

This is also in reference to your telephonic conversation with our Area Service In-Charge Mr. Narayan Santra and our previous communication dated 17th Jan 2022 in this regard.

Our Management is aware of your complaint and of the resolution given to you. We have already offered you the final resolution.

We had requested you to confirm your decision on or before 24th Jan 2022. As you did not approve, we had closed your service request. Should you wish to go ahead with the given exchange offer later, you may register a fresh service request or visit our service center. Fresh inspection and troubleshooting will be done, and estimate / offer will be applicable, as prevalent, at that time. We solicit your kind understanding in this regard.

i mailed to above mail as below
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Good Day,

I have replied as a customer to your reply on 17th itself and never received any response on that.. kindly provide the reply as soon as possible.

Thanks & Regards
Ajit Kumar Mohapatra

still no mail received which i have asked in the mail, in this case why the harrasment is given to customers.