Poor quality, worst services from Sony India for Sony Bravia

To - M/s Sony Pvt. Ltd.

Dear Sir/ Madam,

This is with reference to trailing mail and my e-mail dated 18 Feb 2018 (Attached as Annexure), customer email dated 30 Sep 2017 (Attached as Annexure). This is also with reference to numerous visits of your representative for repair.

As indicated by you in trailing mail "Sony products are designed to have adequate ruggedness and undergo very stringent quality control while being manufactured. However, failure may happen in a product in the course of time and this is the reason why we offer 1 year of free service to our customers. Beyond this the service becomes chargeable."

I would like to once again apprise that had there been any single failure in TV(s) I would not have been escalated these issues. I also understand that these are electronics devices and there may be one off case of failure. However REPEATED FAILURES in Television Sets of R482B.

Earlier 32" TV Panel was defective (under warranty), replacement panel provided by company was also defective, company decided to provide replacement Panel which was defective from company itself (same was also witnessed by your company representative) than company decided to provide replacement TV (I paid cost of around 12000).

40" TV became defective, your representative visited and provide estimate of around 17000 for replacement of panel, which TV was took to service center it was found that panel was OK, and there was problem in microprocessor (Than who is responsible for wrong the assessment done by your representative during the visit?) which was resolved when I paid a price of around 6500. I still dont know that weather panel was replaced with some other panel during the time of repair.

Answers to all these questions are neglected by you and standard reply answering the email and only standard banal reply stating "Product is beyond warranty and Customer is supposed to pay *** amount" is given.

You are requested to kindly provide following point wise information.

S. No. Problem Customer Point Sony Reply
1 Reason for repeated problem in Television Sets of R482B As stated above
1. 32" TV
2. 32" TV replacement panel
3. 32" replacement unit
4. 40" microcontroller/ microchip
5. 40" TV panel are all defective and company still stating that there may be one off case is not true.
2 Regarding wrong assessment of customer complaint of 40" TV by you representative During last time complaint your representative said that there is problem in panel, however during repair microprocessor unit was replaced. Reason for the same to be informed
3 Not providing copy of bill Your representative visited twice at Gwalior and once at Bhopal. Visit charges at Gwalior are Rs. 200 and at Bhopal are Rs. 180. Why there is difference in charges at different cities, also why Copy of bills are not generated and provided.
4 When 32" TV panel was defective at the time it was brought for replacement under warranty, it was defective. Are there any Quality Checks which are performed on new units and service parts, if yes than what are they and why and how there is fault in brand new replacement unit brought by your representative.
5 Wrong complaint booking During phone call to you toll free no. it was specifically informed that problem is "6 times LED blink" why the same has not been recorded in the job sheet. Job sheet been made for "8 times LED blink" in place of 6 times
6 Is there any code associated with no. of times LED blinks and colour of LED If yes, and company already understands that there is certain type of problem than why there is re assessment of the same on chargeable basis (for which no bill copy is generated by service centre)
7 Labour charges for replacement unit When company decided to provide replacement of 32" TV for a price of 12154. Why I have billed for a labour price Rs. 600 (Copy of bill enclosed). Had there been replacement of any part obviously labour charges are involved, but why labour charges are charged for replacement of complete unit?

As per attached consumer protection Act - 1986, I as a consumer has right to know your company's stand and reply on above mentioned points.

Further I would like to once again request for personal intervention of top management because when I purchased these Television sets form your company which is a brand leader in this segment and I as a consumer when purchased these products never in my wildest dream thought that these products will create so so many trouble within warranty and 1/2 years of service, such is the sub standard quality of Sony India Products. I never have had expected this from Sony which is a Japanese Brand and has a rapport in market.

I was promised products of world class quality from your company which has been proven wrong and time and again your representatives only provide most obvious/ standard reply without understanding my concerns.

It further disappoints me that the time which I should have spend watching news or some of my favorite movie with my family, I have to write it to you again and again, its the price I am paying for buying 2 Sony Bravia Products :(