Oct 27, 2014 03:38 PM
6960 Views
I am here to share my almost never ending struggle with Sony India for last 15 days. I bought a Sony Bravia KDL-32W650A Full HD Television, on 27.10.2013 and my warranty is up to 26.10.2014.
One fine morning on 09th of Oct 2014, morning I found that my Sony KDL-32 is not working and showing white and pink lines vertically only just after using 11 months.
I lodged a complaint regarding this Sony India’s Customer Care Toll Free no. 18001037799 then and there received a service request no. of 21425177 and the task was assigned to a local Sony authorised service centre.
Now on 10th Oct 2014, the next day, one fine technician from assigned service centre visited my home and told me that the entire panel need to be removed and substituted as the panel is entire gone. Hence the guy committed me that my TV will be picked up and dropped their pick up man the next day. But which never happened until 14th Oct 2014.
Now between 9th Oct 2014 through 14th Oct 2014, I individually called Sony India at least if not more 18-20 times, and dropped mail to sonyindia.care@ap.sony.com three times, just to inquire about the status of the service request but every time they assured me that they will arrange a call back which never happened neither I got any reply from the email care apart from getting the instant ticket nos. 021-546-766 & 021-766-988. Of which I asked why I am not being responded, that’s extra. Hence I was very much mentally drained due to the approaching warranty end day.
When I called Sony India cust. care at 18001037799 on 14th Oct 2014 again, they said will change the service centre and my service was assigned to another service centre for which Sony India gave me altogether a new token no. 21543015.
Now those new service centre guys never gave me a call till 21.10.2014. Hence to get an update between 14.10.14 through 21.10.14 I had to call them at least another 25 times if not less just to ensure that they are coming. And every time I was being told that the matter is escalated. Hence after a long struggle I managed to get the Sony India Service Head's email servicehead@ap.sonyindia.com, but every time the mails got bounced back to me and I never got any reply. And again when I asked by forwarding the bounce mail to sonyindia.care@ap.sony.com, I never got any reply.
Now after that I someway managed to call again an service centre on my own and then they have another problem, saying that I have to drop the 32 inches TV set to their doorstep, instead of them coming and dropping, as their pickup and delivery vehicles is supposedly not in working condition. ALAS!!
Anyhow after convincing I managed to deliver my television after informing my intension to escalate the matter. But till today i.e. 24th Oct 2014 at 9.34 pm I am waiting for the job no. that was supposed to be delivered to me either through a call or through an email.
And now this was not all. Just yesterday, after a long speculation I through it would be beneficial to have extended warranty done, seeming the way Sony Bravia breaks down for a couple of more years. Here again I got a severe problem with Neosa Gauribari Sony authorised service centre who is the only one in the city to have the extended warranty card, tried to deny me the extended warranty saying as your case is under warranty with another Sony authorized service centre we will not be in a position to do go ahead!! It beyond my understanding why on earth can extended warranties not be done as the repair work is done by one of their competitors. (Can anybody convince me if I am wrong? I Hope it's after all at my discretion to give whomsoever I want to, am I right?) SUCH A SHAME!!!
At last I got it done after intimating that I am going to lodge and FIR for this.
Hence I have decided never to buy any Sony product again in my life and my families and friends too have agreed to that, until I am fully assured that their service quality have been improved and they are following stringent international quality standards and doing audits properly.
NOW THIS IS THE KAHANI OF SONY INDIA CUSTOMER CARE.
