| Address: 104,Sri Ramnagar society kabilpor grid road,navsari-Gujarat |
I am writing to express my deep dissatisfaction and frustration regarding the extremely poor service experience I have faced after purchasing a Sony LED Bravia2 II K-43S25M2 4K UHD television.
I purchased this TV in August 2025, trusting the Sony brand for its quality and reliability. However, within just two months, the TV suddenly shut down on 17 October 2025. I immediately contacted Sony Customer Care, and a service engineer visited my home. He informed me that certain PCB components needed to be replaced. Since the TV was still under warranty, we requested a full TV replacement instead of repairing internal components of a nearly new product.
I made continuous follow-ups with customer care; however, on every call, I was informed that the matter would be escalated to the concerned team, yet I never received any callback from them. After approximately 15 days, I was finally notified that a replacement would not be approved and that I would need to proceed with the part replacement. Despite my disappointment, I agreed to move forward with the repair.
However, even after agreeing, there has been no progress for more than 15 days. No engineer has visited, no part has been replaced, and I have not received a single follow-up call. Each time I contacted customer care, I was told that the part was “not available” and that I would need to wait longer.
It has now been over a month since the TV stopped working. This delay is completely unacceptable for a premium brand like Sony. I invested in this product based on trust, but this entire experience has been extremely disappointing. The lack of timely service, poor communication, and repeated delays have caused significant inconvenience, and I have lost confidence in the brand.
Based on this experience, it feels as though customers are pushed towards buying extended warranties, which appears to be more of a business strategy than genuine customer support. After going through all of this, I will not consider purchasing any Sony products in the future.
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