Sony India : Bad customer service, rude employees
Another tale of bad customer service, this time from supposedly the best and most expensive brand in the consumer durables market. But Sony India just lost all the respect i had for them.
Hopefully someone can forward this to a Sony India personnel. Thanks, i as a consumer am appealing to your guys reading this.
So it all started when i purchased a Digital Camera (Cybershot) from an authorised Sony dealer alongwith a Memory Stick. The dealer told me that the memory stick has a 5 year warranty , i asked him to mention this on the bill so that they don’t refuse. A warranty card was inside the Digital Camera package but there was none in/with the memory stick.
Anyway the memory stick turned out to be junk, losing files like crazy. I goto Sony service center in New Delhi and the guys there tell me that i need a warranty card, i tell them the dealer didnt give me a warranty card. So they give me Sony India’s corporate office (Mathura Road) number which i call and ask to speak to customer care , i am redirected to their call center (i think) , i tell the lady my ordeal and she says that there should be no problem and transfers me to a senior at their Mathura Road office. She talks to service center guys who say they need a warranty card, hands the phone to me. Now i am talking to Ms. ________ (name hidden for privacy) , she is the rudest person that can talk to a customer. Literally shouts at me that warranty card is not a paper sticking to the memory stick (WTH !) , i tell her to mind her tone, she replies : my tone is not complicated and then says “now that you say it , your stick will not be serviced without a warranty card” , anyway my blood is boiling at this point of time so i say ok and slam my flip phone.
Anyway 2-3 things, my only fault was trusting the dealer and Sony as a company, please look into the following points:
1. Why is your staff at office not trained to talk politely to customers ?
2. How is it a customer’s fault that the dealer didn’t hand the warranty card ? Its for precisely this reason i asked him to mention the warranty in the bill, i am a genuine customer, with a genuine bill bought a genuine product from your authorized dealer.
3. I have a proof of purchase, i have the product but still Sony India refused to solve my problem.
Update:
I received a reply from their Northern Region customer care head, i have sent my invoice to them, i will keep everyone updated, hopefully Sony India will live up to its great name.
Earlier occasions where bad service was highlighted and was successful in company’s response:
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NEVER TRUAST A BRAND LIKE SONY IT’S THE WORST BRAND I HAVE EVER BROUGHT IT MY LIFE AFTER COMPLAINT THEIR ENGINEER’S VISIT AFTER 3DAYS AND THEN THEY TAKE HUGE AMOUNT TO GET THE THINGS DONE. ONCE WE ARE READY TO PAY THE MONEY FOR THE PARTS TO GET REPLACED THEN THE PARTS ARE EASILY AVAILABLE BUT IF THE PART AGAIN GET DAMAGED AFTER 1MONTH AND WE WANT TO GET IT REPLACED IN FREE THEN THEY SAY THAT WE HAVE STOP MAKING THE PART FOR THE SAME MODEL AS YOUR’S IS AN OLD MODEL AND WHEN THEY REPLACE IT AT THAT TIME THEY GIVE US THE WARRANTY FOR THREE MONTHS. IF THEY CAN’T REPLACE IN FREE THEN WHY THE HELL HELL THE THREE MONTHS WARRANTY.
MY EXPERIENCE WITH SONY IS WORT SO I WILL SUGGEST NOT TO BUY ANY OF THE SONY PRODUCT.
Sony Service CEnters are lotting customers in broad daylight!
I have a Viao laptop VGN-CR23G/R. My laptop had display problem and i took it for repair to Sony Service Center in Connaught Place, Delhi- Avit Digital.
SONY CENTER
62 JANPATH NEW DELHI – 100001
T:65807771 – 4
Service center people told me that my RAM had a problem that neede to be replaced. I said okay. They gave me 2Gb Ram – Kingston – KVR800D2S6/2G — 2GB PC2-6400Cl6 200-Pin SoDIMM.
I was given the RAM for Rs. 2800/-. But when i came home i checked up on the Internet I found that the same Ram was available for Rs. 1477/- on Flipkart.com.
In the market alos it is avilable for 1600/- . Cstomer cae says they sell genuine products therefore they can double the price if they want!
God!…. Sony a big looting company!
2 Sony LCD TV’s purchased. 40″ and 32″ , The 32″ TV konked off the 2nd month and entire panel was replaced under warranty and again konked off 10 months later in sep 2011. Centre asking for 15k for repair, took 1 k advance and disappeared. (Krish Electronics, authorised service centre , ,Mumbai). Visited Sony Service centre, still no response. Read reports in news paper that sales of LCD/LED TV is down for Sony. No wonder. With this approach they are on their path to extinction. I will never ever buy a sony and in my life time I will ensure that a few others are saved from harssment that I experienced.
Yes all big brands are fake now and there is no service at all , facing same problem vth all big brands these bills and warranties are all rubbish , Sony custercare people registered my request for installation of a he theatre and engineer comes to my place does something and took rs1150 from my house helper without giving any bill ,when I checked the system it was not installed properly I made a complaint and for almost an hour my call was transferred from one department to another with no solution there engineer switched off his phone and is not answering now ,really difficult whom to trust and how to get things done
It is to bring to your notice that I had purchased a Sony product with item no. 27550263 with description
SGPT113IN/S IN5(TABLET PC) with the serial no. 0005010 from M.G EZONE,Vasant Vihar, New Delhi on 11/11/2012. I noticed some malfunctions in the device and I sent mails to Sony Customer Care on 5th January and 7th January with the following remarks:-
frequent touch failures while unlocking the device and using apps, most of the apps that are downloaded from Play Store are malfunctioned automatically with a notice “Unexpected Failure” within 2-3 usage hours,automatic screen lock while charging, white lines on the screen in my device.
I deposited my device twice with the Sony Centre located in Rohtak but they didn’t come with a solution. Each time they formatted the device and returned it to me. Moreover, they kept the device for 15 days each time I did the same. I sent another mail on 19th January along with the videos showing the malfunctions in the device but this time they didnt even reply to my mail. The auto response numbers received from Sony are as follows before my last mail i.e 19th January:-
1. ‘SonyIndia=012-744-085’ Failure of Sony Customer Care with respect to my Sony Tablet,
2. ‘SonyIndia=012-450-311’ My Sony Tablet S isn’t. working properly,
3. ‘SonyIndia=012-734-155′ Re: My Sony Tablet S isn’t. working properly
4. .RE:’SonyIndia=012-744-086’ Failure of Sony Customer Care with respect to my Sony Tablet
I am a frequent viewer of Zee News and I spend plenty of time watching Zee News. Many times, I saw that your approaches are very much efficient in solving the grievances of the customers. I hope that you will help me in resolving my problem and I think that your mode of working is more efficient and speedy as compared to other methods.
Thanking You.
I had bought Sony Bravia TV No. 32S400A in March 2009, from Kandivli. Within few months by Sept-Oct. 2011 the TV started giving problem like multiple vision, changing colors and finally complete dark black screen. After lots of complains, perusal and follow up the pannel was replaced to solve the problem. Now again last two months I am facing the same problem with the screen image. The service center sent the man (complain No. 013595273), who confirmed that pannel has to be replaced. This time I really lost my faith in Sony brand. While making a choice for the TV among other many competitive brands I went for Sony paying higher price, thinking that it is a good product. But now my faith is shaken. How could a customer who is spending around Rs.40,000 plus going to spend another Rs.11,000 plus every one & half year and that is also after lots of hardship. I have my request to you that replacing the pannel should be done without any coast. I am ready to bear service charges. This is the minimum I aspect from a brand like Sony. Please don’t let my trust shake in you.
No any response this time
Dear/Respected all,
Still wetting for your response.
Regards,
Pratap kumar
From: Pratap Kumar [mailto:pratap.gem77@gmail.com]
Sent: 27 May 2013 PM 05:30
To: ‘sonyindia.care@ap.sony.com’; ‘servicehead@ap.sony.com’; ‘Sanjay.Bhargava@ap.sony.com’; ‘manoj.kushwaha@ap.sony.com’; ‘abin.bhardwaj@ap.sony.com’
Subject: FW: Manufacturing defect
Dear All,
Confirm action this matter still pending my issue.
Regards,
Pratap kumar
From: Pratap Kumar [mailto:pratap.gem77@gmail.com]
Sent: 26 May 2013 PM 06:12
To: ‘abin.bhardwaj@ap.sony.com’
Subject: FW: Manufacturing defect
Pls. Update current status
From: Pratap Kumar [mailto:pratap.gem77@gmail.com]
Sent: 25 May 2013 PM 09:41
To: ‘Arvind ji Asi sony’
Cc: ‘servicehead@ap.sony.com’
Subject: FW: Manufacturing defect
From: Pratap Kumar [mailto:pratap.gem77@gmail.com]
Sent: 23 May 2013 PM 03:49
To: ‘Arvind ji Asi sony’
Subject: FW: Manufacturing defect
Dear Mr. Arvind ji,
1st of all thanks for your response after sales service but my problem is still pending,
Although, your engineer has come to me about to 20 days ago and also pick my system along with him, but
The below problem was occurred in the system again.
1. Window problem.
2. Battery backup is very low (only 30 mints ).
3. On / off Problem .
4. Processing is slow..
5. the system come in hang mode after every 5 minutes.
6. Sony logo is fading and F/P screeching
Thereafter this problem didn’t resolve and one engineer come to me and changed the front panel with mismatched color ,
I think, this is quality issue, Hence I request you to please replace this defective piece instead of repairing.
WAITING FOR YOUR RESOLUTION.
Warm Regards
Pratap Kumar
From: Bhargava, Sanjay [mailto:Sanjay.Bhargava@ap.sony.com]
Sent: 02 May 2013 AM 07:27
To: Pratap kumar
Subject: Out of Office: Still wetting for your response ( Lap Top complaint )
I am currently away from office and would join back onMay6th
You can contact my team for any assistance or call me on my cell
With Regards,
Sanjay Bhargava
———- Forwarded message ———-
From: Pratap kumar
Date: Thu, May 2, 2013 at 7:26 AM
Subject: Fwd: FW: Still wetting for your response ( Lap Top complaint )
To: sanjay.bhargava@ap.sony.com
Respected sir,
Pls look this matter and kind support .
Thanks and regards,
Pratap kumar
From: Pratap Singh [mailto:pratap.gem77@gmail.com]
Sent: 11 April 2013 PM 06:25
To: servicehead@ap.sony.com; Sonyindia.care@ap.sony.com; manoj.kushwaha@ap.sony.com
Cc: ‘Pratap Singh’
Subject: RE: Still wetting for your response ( Lap Top complaint )
Dear Service team,
Can any body will look this matter and give any satisfactory response?
How many times I have to remind this ?
This very pathetic service because Mr Varun talk to just like unprofessional way.
Still waiting for proper response from your side.
Photo is attached for reference.
Note:- I think it is quality issue because the colour of the monitor and logo has been fade.
The following problem is occurs—
1. There are some noise problem when touch the hinge of lcd.
2. Window problem.
3. Battery backup is very low (only 30 mintus).
4. On / off Problem .
5. Processing is slow..
6. the system come in hang mode after every 5 minutes.
WAITING FOR YOUR PROMPT RESOLUTION……………..
Warm Regards
Pratap Kumar
From: Pratap Singh [mailto:pratap.gem77@gmail.com]
Sent: 11 April 2013 09:37
To: ‘Sonyindia.care@ap.sony.com’
Subject: FW: Still wetting for your response ( Lap Top complaint )
Dear concern Person,
Today morning I called your North region Mr. Varun Contact number 9899874949 at morning regarding this issue but Varun talked me like this,†ye koi time hai call karne ka†you can call me after 11 am,
I am not satisfied for your response,
Please look this matter and resolve my problem.
Thanks for kind support,
Regards,
Pratap kumar
Did anyone above ever get a reply to their complaints after posting here?
Dear Sir,
Subject: Your kind intervention for service of ‘Sony Home Theatreâ€
Ref: My Service request ID 015946969 date 06 October 2013
I would like to bring your kind attention regarding the problem I am facing from your service department with the following details:
1) On 06 Oct 2013, I have reported regarding the fault (not able to play CD/VD/pen drive etc.) of my ‘Sony Home Theatre’. I have received the Service request ID 015946969 with an SMS confirming that the same has been assigned to M/S Cyber Services; Bilaspur Ph no 0752-401943.
2) On 08 Oct 2013, one person Mr.Ravi (Mobile no 09300321313) has visited my house and taken my set for checking. However, in spite of my repeated requests, he has declined to issue any receipt/job card to me. It is understood that M/S Cyber Services has outsourced the service job at Raigarh to him and he cannot issue any document like receipt etc.
3) On 10 Oct 2013, I have been informed that there is problem in ‘Mother Board’ of the set and it may not be repairable or the repair cost will be very high at a tune of Rs.6000.00 to Rs.8000.00. Considering the amount and also being an outsourced service person, I have requested him to return me back the set so that I can try for repairing in some direct Sony Service centre at some metro city.
4) Since then I have made several calls to him but all in vain. In addition, I have made several requests to your ‘Customer Help Line’ (at 18001037799) informing the situation. However, till date neither I have received the machine nor any call from any of your service engineers. Meanwhile I have received another contact number of one Mr Sahoo, Mobile 09039412007. I have started following up with your Bilaspur Service centre, Mr Ravi (Mobile no 09300321313) and Mr Sahoo (09039412007) and requesting them to return the set back. On return, I have been ill treated and become a subject of humiliations.
5) On 28 Oct 2013, I managed to find out the shop of Mr Sahoo as well as Mr Ravi, and visited both the shops. To my utter surprise one of the shops (looking like a Kiosk) is situated at “Jail Parisar Shopping Complex, Raigarh and few paper print outs are pasted on the wall of the shop (kiosk) where it is written as “Sony Authorised Service.†I have been informed that my set is with Mr.Ravi who is staying near BSNL office, Raigarh. Finally I able to track the place which was found locked.
I would also like to inform you that though I have several other Sony products like Handy Cam; TV; Mobile etc. however I have never faced such harassments; mental torture; unparliamentarily behaviour and humiliation which I am facing from your Sony Bilaspur/Raigarh service personnel.
I am really surprised and shocked to know that your authorised service provider has out sourced the job to a person who is not associated with your esteem company that too without taking me into confidence. Your service provider is so much irresponsible that they even do not bother to call back your customer. Under such circumstances any street side repair shop could be approached for repairing ‘SONY’ products.I am really feeling short changed.
Hence, I request you to arrange to return back my machine without making any repair etc. and I assure you that in future I will never make any service request for any SONY product.
Hi everyone in this forum….
kindly look into the conversation between Sony and myself for the display panel problem..I was fighting for more than a week for the same, I could not get a favourable reply from SONY yet
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20-Jan-2014: To SONY INDIA (Mail no 1)
From: me
To: “SonyCare”
Date: Jan 20, 2014
We purchased Sony LED TV (Model: KDL-32EX420IN5, Serial No: 2441948) on 29th Dec 2011. We installed the TV in our house with a separate electric circuit and external stabilizer. We also made sure that the TV is fully adult-controlled.
The problem arose on 13th Jan 2014, when the TV suddenly lost its display. It showed a symptom of vertical contour patterns. But the audio remained intact. We applied for service request immediately on the same day (Service Request No: 17434214). The service engineer inspected the TV on 18th Jan 2014 and inferred that the display panel is to be completely replaced which would cost around 40% of the original price of the set. We assume that an LED TV display has a life-time of (ave) 60,000 to 1,00,000 hour. In our case, it had not even crossed 3700 h (ave). We could not understand such a variation in performance happening with Sony product.
Since the TV was well protected in every aspect from our side, we are sure that the problem was not due to any negligence in our support and operation. I came across reviews describing gross manufacturing defects in Sony LED and LCD TVs. We also found that you solved the disputes in favour of the consumer in most of the cases that were beyond the warranty period. We have always had good opinion and trust in Sony products because of the quality and brand. We hope to receive similar support from your side in our case too.
We are very much aware that the warranty period is 1 year from the date of purchase and our TV had finished 2 years and 14 days exactly. But, since there was no physical damage or operational negligence from our side, it is not just for Sony to make us carry the burden of replacing the display panel at our own cost.
We request you to replace this TV set with a new, operable one. Even if it is going to be of higher rate, we shall very well pay only the remaining amount and buy it. Else, kindly make sure that you replace the LED display panel free of cost.
Thank you,
Sankara C R
NB: We have already furnished photocopies of the following documents to the service engineer: 1. Warranty card; 2. Invoice. And, e-mailed the screen shot of the defective TV image to [email]citytvl@bsnl.in[/email]
———————————————————————————————————————-
Reply from SONY (Reply mail no 1) Date: Jan 20, 2014 5:34 PM
———- message ———-
From: “SonyCare”
Date: Jan 20, 2014 5:34 PM
Subject: RE:’SonyIndia=017-527-477’Fwd: Service request no: 17434214_Request for display panel replacement
To: “Sankar C R”
Dear Mr. Sankara,
Greetings from Sony India !
We thank you for patronizing Sony Products.
This is in reference to your mail dated 20-January-2014 regarding your BRAVIA Model: KDL-32EX420, Serial no: 2441948 purchased on 29-12-2011.
We would like to inform you that the product was inspected by our service engineer for post sales support vides Job. No. J40148164.
On inspection of the product, it was found the Display Panel needs to be replaced for satisfactory working of the set.
Natural Electronic defect may happen in the Electronic products, in the course of time
As per the normal process, for newly purchased Sony products, the Company provides a 12 months warranty cover to support customers for any chance failures during the warranty period. Thereafter, any repair outside the warranty period the repair is done on a chargeable basis to customer.
As your product is not covered under Warranty, the repair estimate of Rs 14,371/- was informed to you by our Service Centre.
We would again like to request you to approve the estimate so that we can proceed for service.
We solicit your kind understanding in this regard.
Thanking you and assuring you best of our service support always.
With Warm Regards,
For Sony India P. Ltd.
P.Sushmitha
Regional Customer Relation
Customer Centric Division – Chennai
———————————————————————————————————————-
21-Jan-2014: To SONY INDIA (Mail no 2)
From: me
To: “SonyCare”
Date: Jan 21, 2014
Your reply to my mail clearly reflects that you have not gone through the entire content of my mail. I myself am aware about the warranty period of the LED TV. I know that the repair/replacements are possible within a year of purchase. It is because that the limit had been crossed by 12 months time that I am sending you the request.
“Natural Electronic defect may happen in the Electronic products, in the course of time.†This is absolutely atrocious and irresponsible reply. I have informed you that I have provided all the necessary security systems that are required for the proper functioning of the TV. Inspite of such accessories if the TV gets faulted, the above-said reason cannot be accepted. The product is having gross manufacturing defect, that was the only fault and I shall not accept anything less than a complete replacement of the display panel free of cost.
Kindly refer to: h t t p : // e sup port.sony.com/p/news-it em.pl?template=EN%C2%AEion_id=1&news_id=441]Sony eSupp ort – Electronics – News & Ale rts. I know the VP had addressed the problem with 40†TV, but in my opinion, the same can now be applied for any of your TVs.
Also refer: h t t p : // ww w. c on sumercourt.in/television/34377-sony-bravia-lcd-problem-2. h t m l (complaint no.15040079â€). After reading the entire blog, do you still hold your point that every one had a Natural Electronic Defect? If you still hold ‘yes’, it surely infers that “Defective Sony Products†are marketed in India for bigger price due to brand name alone.
I am expressing my thoughts and request not to approve your estimate of repairing/replacing my LED display panel at my own cost, but to make sure that you rectify this issue by taking the full responsibility. I have also mentioned in my last mail that, “even if it is going to be of higher rate, we shall very well pay only the remaining amount and buy it. Else, kindly make sure that you replace the LED display panel free of cost.â€
I am not in a position to understand the solution that you have provided. Kindly make sure that my obligations are considered with good results.
———————————————————————————————————————-
Reply from SONY on 22-Jan-2014 (Reply mail no 2) Jan 22, 2014 6:39 PM
From: “SonyCare”
Date: Jan 22, 2014 6:39 PM
Subject: RE:’SonyIndia=017-527-477’Fwd: Service request no: 17434214_Request for display panel replacement
To: “Sankara C R”
Dear Mr. Sankara,
Greetings from Sony India !
We thank you for patronizing Sony Products.
This is in reference to your email comunication regarding your BRAVIA Model: KDL-32EX420, Serial no: 2441948 purchased on 29-12-2011.
We understand your concern towards the service of your BRAVIA television.
As we have explained in our earlier communication, natural electronic failure may happen in a product. We offer one year of free service to our cusotmers. Beyond this, the service becomes chargeable.
The Display Panel needs to be replaced for satisfactory working of the set. The service estimation for your product is Rs. 14,371/-. We would again like to request you to approve the estimate so that we can proceed for service.
We are sorry and regret to inform you that we are unable to comply with your request.
We solicit your kind understanding in this regard.
Thanking you and assuring you best of our service support always.
With Warm Regards,
For Sony India P. Ltd.
P.Sushmitha
Regional Customer Relation
Customer Centric Division – Chennai
———————————————————————————————————————-
24-Jan-2014: To SONY INDIA (Mail no 3)
From: me
To: “SonyCare” ; [email]servicehead@ap.sony.com[/email]; SONY Management India; SONY Management abroad
Date: Jan 24, 2014
A same kind of display panel problem for Bravia series was faced by another customer (complaint no.15040079â€) where the defective TV was 22 months old, we also found that you solved the disputes in favour of the consumer that were beyond the warranty period.
On 25th September 2013, SONY approved to replace the LCD panel FREE of cost for the TV purchased on 15-Oct-2011 for the Consumer Saikat Ganguly, pls refer (complaint no.15040079) [url]h tt p : // ww w.cons um ercourt.in/television/34377-sony-bravia-lcd-problem-2 . h tm l
As my defective TV was 24 months, I am sending you the request. The problem was solved for 22 months TV, why don’t the management consider and solve the issue for 24 months TV? I hope my obligations are considered with good results
I am expressing my thoughts and request not to approve your estimate of repairing/replacing my LED display panel at my own cost, but to make sure that you rectify this issue by taking the full responsibility.
I have also mentioned in my last mail that, “even if it is going to be of higher rate, we shall very well pay only the remaining amount and buy a new TV. Else, kindly make sure that you replace the LED display panel free of costâ€.
I got same sort of mail twice from regional customer relation-Chennai, sending an automated email and same content without looking into the issue and understanding the feeling from customer side. Thereafter no reply for my concern for my last mail. (Pls see the attached document)
There will be few months warranty for the new Panel even after getting it replaced. This is very bad. And apart from this if we go for replacements than what is the guarantee that the panel will not go bad again after few months warranty.
It means every year we should spend huge amount for service alone that too only for the manufacturing defect from your side and also poor quality?
Because we became SONY customers we should suffer every year? What is the solution?
Is this business etiquette?
What is the favour you do for your customers?
———————————————————————————————————————-
———- Forwarded message ———-
From: SonyCare
Date: Thu, Jan 23, 2014 at 10:48 AM
Subject: RE:’SonyIndia=017-559-711′ FW: SONY LED TV DISPLAY ISSUE
To: Sankara C R
Dear Mr. Sankara C R,
Greetings from Sony India.
Thank you for patronizing Sony products.
This is in response to your e-mail dated 23rd January 2014 to our Management in India and Abroad.
Thank you for writing to us and for bringing the matter to our notice. We note the contents of your mail with due attention and concern. We are asking our regional office to immediately look into the matter and expedite resolution at the earliest.
We sincerely regret the inconvenience caused to you and assure you of our best support and attention always.
Best Regards
For Sony India Pvt Ltd.
Meena Bose
Customer Relations – Corporate Office
New Delhi
———————————————————————————————————————-
From: “SonyCare”
Date: Jan 25, 2014 5:01 PM
Subject: RE:’SonyIndia=017-559-711′ FW: SONY LED TV DISPLAY ISSUE
To: “Sankar C R”
Subject: Sony BRAVIA Model no: KDL-32EX420. Serial no: 2441948, purchased on 29th December 2011
Dear Mr. Sankara C R,
Greetings from Sony India. Thank you for patronizing Sony product.
This is in reference to your e-mails dated 23rd and 24th January 2014, addressed to our Management in India and Abroad, regarding the service of your Sony BRAVIA Model no: KDL-32EX420, Serial no: 2441948. purchased on 29th December 2011.
This is also in reference to the e-mails dated 20th and 22nd January 2014, sent by Ms. P.Sushmitha, Regional In-Charge Customer Care, regarding this matter.
We understand your concern towards the service of your Sony BRAVIA.
We received your service request for KDL-32EX420 for the symptom “No Picture”. Upon inspection by our engineer from Authorized Service Center, M/S City Electronics Pvt. Ltd, Tirunelveli, it was found that the display panel needs to be replaced for satisfactory working of the TV. The estimate for this service is Rs 14,371/-. This has also been communicated in the e-mails sent by Ms. P.Sushmitha.
As a special treatment to you as our valued customer, we are offering you 1 Year of service warranty on the replaced panel, from the date of service.
Sony products are designed to have adequate ruggedness and undergo very stringent quality control while being manufactured. However, natural failure may happen in a product is course of time and this is reason why we offer 1 year of free service to our customers. Beyond this the service becomes chargeable.
This matter has been discussed with our management.
We regret that we are unable to comply with your request to service your product free of cost or to exchange your product. We would once again request you to kindly approve the estimate so that we can proceed for service. Kindly let us know your decision till 31st January 2014, as we shall keep this service request open till then.
We solicit your kind understanding in this regard.
Thanking you and assuring you of our best services always.
Warm Regards,
SONY India Pvt Ltd
Priyank Chauhan
Customer Relations -Corporate Office
New Delhi
———————————————————————————————————————-
From: me
To: “SonyCare” ; [email]servicehead@ap.sony.com[/email]
Date: Jan 27, 2014
Dear Concerned,
Spending 40% of the original cost is too much money to be spent by me, belonging to a middle-class family, within a short period of buying my TV.
Thus, in spite of providing free service or product replacement, I wish and request that you consider giving the service at a discounted price in addition to the 1 year warranty that you have acknowledged.
I think that you will do a favor in this regard after such series of conversations that had been taking place for the past 7 days.
Thank you for understanding.
Warm regards
Sankara C R
———————————————————————————————————————-
From: “SonyCare”
Date: Jan 27, 2014
Subject: RE:’SonyIndia=017-559-711′ FW: SONY LED TV DISPLAY ISSUE
To: “Sankar C R”
Subject: Sony BRAVIA Model no: KDL-32EX420. Serial no: 2441948, purchased on 29th December 2011
Dear Mr. Sankara C R,
Greetings from Sony India. Thank you for patronizing Sony product.
This is in reference to your e-mail dated 27th January 2014, addressed to us, regarding the service of your Sony BRAVIA Model no: KDL-32EX420, Serial no: 2441948, purchased on 29th December 2011.
This is also in reference to the letter dated 25th January 2014, sent by the undersigned, regarding this matter.
As explained in our last communication, the display panel needs to be replaced for satisfactory working of the TV. The estimate for this service is Rs 14,371/-. This has also been communicated in the letter sent by the undersigned. We offered you 1 Year of service warranty on the replaced panel, from the date of service.
This matter has been discussed with our management.
We regret that we are unable to comply with your request to provide discount in the service estimate.
We would once again request you to kindly approve the estimate so that we can proceed for service.
Kindly let us know your decision till 31st January 2014, as we shall keep this service request open till then.
We solicit your kind understanding in this regard.
Thanking you and assuring you of our best services always.
Warm Regards,
SONY India Pvt Ltd
Priyank Chauhan
Customer Relations -Corporate Office
New Delhi
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Do SONY have any measurement for the said reason? “Natural failure may happen in a product is course of time.†The service engineer don’t even open up the TV. By just looking the TV without open up, I was surprised by the above comments and I completely agree that the quality of Sony product has been completely degraded. I have mentioned in my earlier mails that all the necessary security systems that are required for the proper functioning of the TV were provided.
I also mentioned in my earlier mail communications that If Sony still hold ‘yes’ for their atrocious reply “Natural electronic defectâ€, it surely infers that one and only “Defective SONY Products†are marketed in India for bigger price due to brand name alone.
When I went through the numerous open forums, there were too much similar type of Display panel complaints especially in SONY BRAVIA series and they people sending similar type of automatic reply. This is a universal problem with BRAVIA series and SONY recalled these units all over the world except INDIA. Even though SONY know very well this as a GLOBAL issue, by hiding their manufacturing defect and useless quality, SONY management decently refused to accept consumers True feedback about the non reliable SONY faulty products and worst kind of services. This is so called veiled CHEATING.
Hiding the above facts, Sony customer relation keep on writing the same point without knowing how to indicate a valid reason, this itself clearly reflects a negative thought about SONY.
SONY meant to say that they don’t receive/ hear any feedback about their defective TV? It won’t bring to their higher authorities notice? they don’t have any awareness? they don’t understand the screaming from customer’s side? Or they are not able to access those numerous forums? Why be a hypocrite?
Rather SONY always just makes customers to carry the burden of service at our own cost especially in India…! If SONY do so, theywon’t stay longer to retain Indian market in future especially Bravia Television.
People in this forum would just spread the awareness across the nation.
We take the burden of service at our own cost for the reason “fate of being as one of the SONY customer……!†As Indians we cant expect any product exchange, service for free of cost or discounted service in spite SONY can give you additional 1 year service warranty from the date of service.
Is this business etiquette?
🙁
Note: Thanks to SONY Consumer Mr. Saikat Ganguly for his detailed feedback and comment (He also affected in this similar kind of issue but SONY approved to replace the LCD panel FREE of cost for the TV purchased by him on 15-Oct-2011 (complaint no.15040079 ) h tt p :// w w w.c o n sumer court.in/television/34377-sony-bravia-lcd-problem-2 . h t m l
TO,
Sony service ,
I have bought my sony phone for 29000 which is xperiaZR IMEI NO :356603050319350 purchased on 12 sep 2013 and it got power off automatically and did not got on so I submitted my phone to service center on 6 th nov and I did not got a spare phone instead of that . On 13 nov 2013 I received a new phone which was replaced by my old phone new phone IMEI NO:356603051189596 . Again I had problem of battery and after 2 days of my problem of battery my phone display was broken so I submitted my phone on 16 th December and that time also I did not received a spare phone and service center person told me you need to pay RS 10227 and RS 281 Service charge at that time I demanded for new phone upgraded phone that is xperia z I would pay the difference I told him but he said we cannot give new phone you will get xpeia zr only . I told him i am facing battery problem in this phone and preious phone got power off so I did was not satisfied with xperia zr I got my new phone replaced on 7 th jan 2014 with IMEI no : 35660350950543 . Again on 17 th feb I was facing problem in phone . It was getting over heated and its battery was draning fast I submitted the phone in service center and I got a spare phone that time I received my phone on 27 feb 2014 with new IMEI no :356603050806935. Again I was facing problem in battery I submitted my phone on 7 july 2014and I did not received the job sheet service center people told we r not able to make your job sheet due to multiple imei number . On 8 th july I received my phone updated but still there was a problem of battery so saurabh at service center told that I will change your battery so I called the sony service at 180030002800 AND I demanded a new upgraded phone that is xperia Z ,z1, z2 I would pay the difference I had a word with utsav which is senior at customer care I had talked with him for 2 hrs he told me you submit the phone again we will look in to your case and give a updated phone to you and you need to pay the difference I had talked a lot with him I had a leg injury and I was in service center for 3 hrs and I told I will submit the phone but service center person told that you need to fill the form again and stand in line for 1 hr 30 min that but due to leg injury I could not wait I need to take medicine so I went home and called customer support and talked to utsav and gave all imei no he said I will help you out I will accelerate your case again in evening I faced battery problem so gain I visited the service center on 9 th july I submitted my phone and they updated my phone and gave me back and said please format or scan your sd card before inserting I said service center you submit my phone I have talked to utsav which is senior in customer but they were not submitting my phone so I waited till 12:30 I called customer care talked to utsav that they are not submitting my phone he then had a word with service center and he said they will take your phone and give you jobsheet and I submitted my phone with job sheet no W114070702693 and utsav said I will talk to my seniors in this case . At that day alo I was in service center for 3 hrs and I said utsav I need a new phone xperia z but I will not pay the difference because I have faced lots and lots of problem due to your phone again and again it is getting replaced again and again I need to install all data in my phone you are not giving spare phone your communication between customer care and service center is poor all because your company I need to face problem I got a message on 12 th july we cannot give you new phone you need to take this phone only .i have purchased sony phone for my convenience but I am facing problem again and again when I pay 30000 so I need to get proper service which I am not getting my phone is ready at service center but I will not take that phone I need a upgraded phone I am facing lots of problem and I have been fighting to utsav since 6 hrs on phone for a new phone .i will do a case on sony for harassment I have all proof with me all my bills voice recordings how much time I was in service center how they treated me
I would be thank full if you look in to my case give me a new upgraded phone . it is because of your poor phones why the customer has to suffer
Gaurav chopra
I had bought a SONY Laptop on 24-4-2014 and i pay 31700 after i had puchased laptop,It was not giving good battery back up and there is heating issue and then i given it service centre 2-12-2014 for repair and they delivered on 4-12-2014.After the laptop was return it was worse than before and then i complained to sonyindia.care@ap.sony.com and the replaid “We would like to suggest you kindly contact any nearby sony authorized service center” and then again i had given my laptop to another service center on 4-2-2015 and deliverd on 6-2-2015.After the laptop was returned again it was worse than before it was not assembled properly,battry back up low(1.15min),heating issue,hanging problem,sometimes mouse pad not working.And then again i complaint to sony india and then agai they said please contact to sony authorized service center.and then again i given my laptop for repair on 9-2-1015 and it was returned on 11-2-2015.They said my your laptop is ok.there is no problem and your battery back up is 1.15 min.And then i talked to sony officers and again they told me send email.I’m tired by sending email please sir take some action behind sony. 2 year’s old laptop gives 2 hour’s battry back up but my laptop battry is not giving even 2 hour’s so,what is benefits to purchase new laptop.services of DELL is very good.If 1 screw will be loose and then you will call then came to home and repaire it. so,frnds if you want bye laptop then only purchase those laptop which services is excillent otherwise you will face many problems.
THANK YOU
SEVICE REQUEST ID : 24281073
SERVICE CENTRE NAME : SAI ELECTRONICS NIT RAILWAY ROAD FARIDABAD(0129-4169349) [GIVEN BY:SONY INDIA CALL CENTRE].
I was facing some problem in the display of SONY LED which I purchased in 2013. To rectify my problem I contacted the customer care, they further provided me with service centre’s number. I logged my complaint but since there was some problem with their system the lady on the line(NEHA) asked me to call after half an hour, after which I tried contacting her two to three times getting the same response. When I called up the fourth time the lady responded in such rude statements which was obviously an unacceptable behavior! I again contacted the customer care and told them about the annoying behavior , they assured me that my problem will soon be rectified. After sometime I received a call from SAI ELECTRONIC’S service engineer . As we have to go out of station tomorrow so they told me that they would be sending an engineer by 1.30 to look after the product. I was again left disappointed by the lenient services provided by them as neither any engineer
who was supposed to be sent by 5pm today showed up as told by the person on the phone() nor they are picking up my call!
Getting such responses from your customer care services has made this thing clear that in future I surely won’t be purchasing any SONY product neither advising the others to do so!
I’ll soon be taking a step forward by taking help of Consumer Court and Media.
This mail is sent to you to highlight the poor or I should say AWFUL services provided by the people who are supposed to rectify the problems!
Thanks & Regards
Yogesh Gupta
xxxxxxxxxx
Dear sir
my assets is in your service centre after 4 days after Saturday evening phone is coming from customer care your product is under service but part is not available here and part is coming from singapore.(PH NO. 262613240 sony customer care person sad that your tv is reverse after 15 days .
in the mean time please provide a tv for my chiled & family entertainment which is disturbe from your poor product and servieces .
i am totaly fed up with yor poor quality of product & after sales service
my product warranty is 15 cot. 2015
after the coming product my warranty is expired most probably.
kindly give the replace
On Thu, Aug 6, 2015 at 1:49 PM, Umair Mohd wrote:
Dear Manager
after several reminder two Sony Brand no body come to my my hose till on date. one service engineer is come to my hose sunday at 4 pm after the review he says to some body come to home from sony service center for collecting the product. which is in warranty
but no body come to till on time for your information this is complete herracement/ of customer now i am going to consumer forum against your product because of your servicing/product liabality
engineer is come to my house he is not submit the report in office till on date
the engineer mobile no.is 9718181005
Mohd umair
9971745040
On Wed, Aug 5, 2015 at 1:27 PM, Umair Mohd wrote:
reminder-2
On Wed, Aug 5, 2015 at 11:36 AM, Umair Mohd wrote:
reminder-1
On Tue, Aug 4, 2015 at 4:03 PM, SonyCare wrote:
Dear Mr.Umair,
Greetings from Sony India. Thank you for patronizing Sony products.
This is in response to your e-mail Dated 3rd August 2015, regarding your Sony BRAVIA TV,Model No: KLV-28R412B.
We note the contents of your mail with due attention and concern. We are asking our Support Team to immediately look into the matter and expedite resolution at the earliest.
If you need any further assistance or clarifications, please contact us at on our toll free number 1800-103-7799 (Working hours Monday Sunday between 9.00am to 7.30pm).
Assuring you best of our services.
With Warm Regards
Zeeshan Ahmed
Customer Relations Officer – North Region
sir no body give the answer my mail last 15 days