Please go through the trail mails.....
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Hello Ms. Soma Bose,
Please don't insult me by calling me a valued customer of Sony cause if that was the case then whatever false promise was made by your company, you guys would have rectified it. You personally told me that you spoke to your service engineer people and they also informed you that they committed to me that they would replace my TV since the part was unavailable and now you have the courage of informing me that you will give me 25% discount on my next purchase to value my business..??? How ridiculous is that.
I was made a commitment and even if you guys made a mistake that isn't my problem. I WANT that commitment to be fulfilled. I'm trying to avoid a legal battle here but you guys are pushing me to that direction.
Also, I would like to make this on record. When you called me the first time you were so kind and helpful but when you returned my call or rather I kept calling you a couple times and then you spoke, you were rude and unhelpful. In fact, when I told you that I want you'll to rectify this issue or I'll be forced to go the legal route, you with arrogance, told me to do what I want. I'm sorry but as a Regional Head of Sony, this isn't the way to treat your customer. I work as a Training Head for an organization myself and I'm surprised to say the least, with your behavior.
I need a better solution from you guys. Deliver what was promised to the customer.
I need a revert by End of Day.
Thank you.
His to Serve,
Leonard Jackson
From: SonyCare
To: Leonard Jackson
Sent: Thursday, 26 September 2013 12:28 PM
Subject: RE:'SonyIndia=015-789-620'Fw: False promises made by your Service Repair Team!! 15785237
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Hello,
Someone named Ms. Shoma who happens to be the Regional Head in Kolkata called and told me that you'll can only give ONLY 25% discount on the next Sony TV I purchase. I was promised a replacement if my TV was unable to be repaired. Please go through the subsequent trail mails for better understanding.
I need a resolution to this at the earliest. I WILL NOT accept the offer which you'll have given when its your company which has given me a wrong commitment. Please ensure that requisite action is taken or else I'll be forced to consult my lawyer and take you'll to consumer court. I have been calling the Head Office number in Delhi many times but someone is disconnecting my call every time.
CALL ME BACK AT THE EARLIEST WITH A FAVOURABLE SOLUTION.
His to Serve,
Leonard Jackson
----- Forwarded Message -----
From: Leonard Jackson
To: "sonyindia.care@ap.sony.com"
Sent: Monday, 23 September 2013 2:26 PM
Subject: Fw: False promises made by your Service Repair Team!!
Hello,
I need someone who is a very senior from your company to call me with regards to this issue.
I need this call by today (23rd September, 2013) or I'll approach Consumer Court regarding the same.
Thank you.
His to Serve,
Leonard Jackson
----- Forwarded Message -----
From: Leonard Jackson
To: "sonyindia.care@ap.sony.com"
Sent: Monday, 16 September 2013 11:01 AM
Subject: False promises made by your Service Repair Team!!
Hello,
This is to inform you that I have a Sony Bravia Television (KLV-40S200A) which has been giving trouble. My first issue was faced around 2/3/2013 where my power supply wasn't working. I had informed your engineer in Kolkata and a person called Pradip had come to check the same. After he checked the TV, he informed that they will replace the TV, if they aren't unable to repair it and I would need to only pair the amount that would cost for the repairs as this is Sony's policy and we agreed for him to take the TV. After a few days, he called and informed me that the TV can be repaired so he did the same and returned the repaired TV and we paid him whatever fees was due.
At the end of August my TV started giving trouble again wherein the Video output was giving trouble. Again, I called the Service Center and someone named Mr. Dibyendu Banerjee had come to inspect the same. After checking he informed me that he would need to take the TV for repairs. He told me the same rebuttal while leaving that if the TV can't be repaired, Sony would replace it as per the company's policy.
Two days later, he called me and told me that the TV can't be repaired and he dared to suggest me to sell my TV for scrap and buy a new TV. This infuriated me and my father who is above 60 years of age, personally went down to the service center and he had a word with the manager. After their discussion, the manager asked him to submit the bill as proof of date of purchase and after looking at the bill, etc. he informed my father that they'll try to repair the TV and if it's not possible then they would replace the TV. He said he would need to talk to the Head Office regarding the same.
On Saturday (14/9/2013) I got a call from Mr. Banerjee informing me that the TV can't be repaired and as a goodwill gesture, Sony is offering us to purchase a new TV and they would give us 25% discount on the next Sony TV purchase.
Now, this is where I have a problem. I was told on numerous occasions that if my TV is unrepairable then I would get a new replacement TV by paying only the repair cost and now since they have to do the same so they're side tracking and changing the context. I think this isn't right and if a commitment is made to a customer, it should be honoured.
I request that you would look into the matter and as promised, I get a New Replaced TV at the earliest.
Hoping I get the cooperation I deserve.
Thank you.
His to Serve,
Leonard Jackson