Sony LED - Faulty TV Panel
To
The Managing Director / Chief Executive Officer
SONY INDIA
DELHI
India

Subject - Sony LED TV with Inbuilt Manufacturing Fault in TV Panel - The service request id #15244804 .

Hello Sir/Madam,

This mail is with reference to the issue being faced with Sony KDL-46HX850 (3D LED) which was purchased on Dec 25th 2012 from PAI International electronics, Indiranagar,Bangalore bearing invoice#CWH-51060 and TV serial #3254819.
I had invested on this 3D LED TV being a brand of Sony and good reviews provided to us by the Vendor.The screen started showing one line on the left hand side towards the vertical axis and became unwatchable anything.We called the PAI customer service on 16th August 2013 who informed that we should get a call from Sony service center in 1-2 days. Initially the request was assigned to Sony service center in Jayanagar area but after repeated follow-up when no engineer turned up we were informed that my area doesn’t come in their zone, the request would be re-assigned to concerned Sony service-center. Finally engineer visited us on 21st August 2013 (service request id : 15244804). Post their review, LED display problem (green lines appearing on the screen) was diagnosed and they suggested to replace the new LED display but on being asked why this has happened / what is the problem with the Panel - we didn't get any proper answer or explanation, all he said that he cannot answer that but replacement is the only solution.
unfortunately now we are in situation where we have been forced to use a serviced piece after investing such a huge amount of INR 1,19,000 (one lakhs nineteen thousand). We have been proactive and taken all care by having stabilizer from the day-1 so that the TV is maintained as per the specification. The service request id #15244804 .

Post this, we approached Sony Customer support on 22nd August 2013 to understand the policy better and to expect a better solution for the problem being faced. Request you to please help us by providing us an option to avail replacement of an upgraded model of KDL-46W950A. We do not want to use a serviced piece and again face problem in future. We were told that we would get an update in 24-48 hours, however we are still waiting for the response even today 24th August but were told that we would get a response soon.
This is really disappointing that we are facing such issue in just 7.5 months of purchase and we are not willing to use refurbished TV after investing so much.

As per my recent discussion with Miss Manula / Nalini at 080-080-30609160 i was informed that Sony can only do the servicing based on the availability of Display Panel and not the replacement of the TV. When i checked for further escalation process / contact focal i was denied to provide the information,also informed to call Customer care who has no clue of what needs to be done.

I was even told that SONY does the same with all customers for any failures and customers need to accept it regardless of investing their hard earned money and biggest mistake of choosing Sony TV.She also gave ok to go ahead with Consumer complaint and cannot help further ins this regard at all.


I am gutted as Sony is supposedly the best and most expensive brand in the consumer durables market and this is SONY's latest technology but my question is had we procured it to invest the recurring money each & every year after year for repairing? Is this a Joke or what? How on earth a product from such a reputed company goes off in no time? I have completely lost my trust in SONY.

I am sure this kind of email must be very familiar to you as I have found so many stories on the net where loads of customers are facing the same TV panel problem. If you want I can forward you the links which I am sure will be a joy to read for the management team. Lastly - What a pain and distress Sony India is giving me and my family Bravia.

If it doesn't get sorted soon then I will be compelled to take the action as deemed fit. Hope you will arrange to replace the complete set without any further delay on free of cost.

Best regards,
Mohan T S
Mobile : +91 ********00