Location/place: Jaipur
Name of company/service: SONY India
I purchased a SONY HD TV BRAVIA Model No.32EX520, Serial No.2466021 on date 12.02.2012 from a reputed showroom M/s.Ganesham Electrotech Super Market Pvt. Ltd., Gaurav Tower, Malviya Nagar, Jaipur, India for Rs.44,900.00. After purchase of the TV, an engineer of SONY came to install & demonstrate the features of the TV. At that time, I complained the engineer regarding a vertical white strip seen on the screen dividing the screen into three parts which was irritating. The engineer said, “This is a HDTV and you don’t have HD set top box which is the reason of the strip. As soon as you connect HD set top box, the strip will go.” I accepted his version as I presumed that he was an expert of the SONY TVs. The internet was also not working on the TV for which, the engineer said that you have to subscribe bigger pack of broadband. As such I have BSNL broadband connection of speed 12 Mbps. Further I observed that Film loaded on the pen drive could not be played on USB of TV for which the engineer said “ the pen drive should first be formatted, connect on TV, it will load on TV, then take out pen drive and load files you want to play, and then play on TV. This is a time taking process & can be done by yourself as we have to attend other consumers.” I had no other option but to believe on him.
However, my other friends also purchased HD TV of other brands and they were not facing any strip & any such problems in similar situation. I lodged a complaint, after knowing that the engineer of SONY TV had misguided & cheated us with the cutomer care center at 1800 –103 -7799 complaint no.10364949 on 12.06.2012.
An another Engineer from customer service center of SONY came to check the TV. He said that the panel of the TV has manufacturing defect and the TV will be changed. He also informed that the PANEL is the only thing which is most important & costliest part of the TV equivalent as TV. He opened TV three times on the day 13.06.2012 and took away the warranty card with him. But I was surprised when he came with a part of the TV for replacing/ repairing TV. He also said that the other problems will also be repaired.
MY VIEWS: Since the above TV is having manufacturing defects from the date of supply of TV, warranty does not apply to the manufacturing defects. The warranty applies to the defects developed after certain period due to deterioration of parts. As such the company SONY India should replace the TV immediately without further delay as I have paid hard earned money for the product.
If I had to get a repaired TV, I would have got such TV for less than 50% of above price.
But the company SONY India is refusing to replace the TV. Therefore, I am sharing such bitter experience on various Web sites/ Media/ NGOs/ Friends/ Other brands for suggestion & solution of the problem.
Sangita Agrawal
Email:[email protected]
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