Sony India — Substandard quality of Sony TV

Address:

New Delhi, Delhi, 440033

Sir/Madam,

1. My Sony Bravia TV (purchased 3 years ago) developed problem of distorted picture and when I registered my complaint on[protected], Sony India's Nagpur service centre technician visited my place on 1st Oct, 2016. He informed us that the Control Panel of TV needs replacement and gave an estimate of Rs.22, 000/- for carrying out this work.
2. Subsequently, after about a week, they telephonically informed me about revised estimate of approx.. Rs.18000/- for the same work (Note - Subsequent response from your Service centre dated[protected] &[protected] indicate this amount as Rs.18, 741/-). Considering very high estimate, questionable quality of the Control panel in Sony Bravia TV at my place and also the new Control Panel to be supplied by Sony India, we kept this work under HOLD. Meanwhile, we are using our old TV.
3. In spite of number of reminders through emails as well as by registered letter sent to your New Delhi office, Sony India doesn’t appear to have taken serious note of my complaint. This is a very frustrating experience of after-sales service (particularly by renowned Company like Sony Corporation).
4. The problem faced by us doesn’t appear to be a solitary / rare case. Number of such complaints registered by so many customers is an indication of some serious Quality Control issue for Sony Bravia TV. There are huge number of such complaints about Sony TV control panel problem.

5. I had expected that after my complaint, Sony India will take serious note of the problem highlighted by me and try to resolve this major quality issue on priority basis. However, they have for very long period ignored my complaint and subsequently responded only after too many reminders. But even in those two responses dated 2-Dec-2016 & 30-Dec-2016, they have just repeated their old proposal of replacing Control Panel at cost to the consumer (~Rs.19000/-) instead of resolving this issue as a long term solution in the interest of Sony TV customers and the Company.

Considering this disgusting experience of Sony India’s after sales service, I was compelled to bring this issue to Sony Corporation's office in Japan but even they haven't responded yet (almost 4 weeks now).
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Its clear from my complaint (& huge number of similar complaints), that quality of Sony TV (which was a very popular brand known for its unmatched quality) and their after sales service have deteriorated a lot nowadays. Their Service Centers don't respond to complaints and we have keep sending reminder after reminder. Moreover, when I raised the issue of quality control (i.e. very poor quality control panels in Sony Bravia TV - judging by numerous customer complaints of similar type), they didn't respond to that issue and just kept sending "stereotype responses".

Thus, Sony Corporation seems to have found novel way of making more profits by first supplying Sony TV having sub-standard quality components and then charging big sums for replacement of such parts.

I hereby request you to kindly take up this complaint with Sony Corporation office for early resolution of the problems being faced by customers like me. Needless to say that if Sony Corporation doesn't take note of such complaints and take corrective action, then this "bad news" will soon spread like wildfire and it would certainly affect them very badly in future.

If necessary, I can forward all reference correspondence / photos of distorted pictures on our Sony TV by email (Note - I tried attaching here but there is some error).

Thanks & regards,

Shrikant Gudadhe
Nagpur