- Illegal Trade Practices Sony Television Post Sales Spares ^Open

Asifali Husainkhan Pathan filed this complaint against Sony India PVT LTD on Jan 30, 2022

Sony BRAVIA TV Model No. KDL-**W***B owned by me suddenly stopped working and on the same day, the issue was reported by calling the toll free customer care number of Sony India Pvt. Ltd. This complaint was forwarded to the authorized service centre who arranged for a visit and product inspection. Technician identified "motherboard" of the television to be defective.
Issues with Sony India begin from here:
*. Technician told us Sony India does not do component level repairs and only replaces parts / boards
*. In our case, we were told that replacement is not possible as Sony India has discontinued the production of spares, parts and boards for our TV model * years ago
*. The ONLY option made available to us to buy a new equivalent Sony Television (KD-**X**J) at a minimally discounted price + transportation + service charges

When contesting this outcome over several emails and calls with the head office of discontinuing spares for a TV barely *.*years, suddenly Sony Service Centre came up with a "novel" solution of component level repairs - something which they have not been doing.

As a customer, this 'novel solution' came as a sudden shocker to us. With * board faulty and a month of constant back and forth, as a customer it was important to understand the basis of this solution i.e. repair warranty, further damage to the television due to the tampering, failure of any other part / component as a result of this component level repair. Unfortunately, all Sony has been able to respond to is to "give the TV for PAID repairs that has * months warranty of the part" or buy a new TV. No response to any other clarifications sought by us.

Every email response from them now is the same copy and paste. Service Centre incessantly calls up to make us agree to either solutions and when asked for clarity, doesn't have it and doesn't come back with the same either.

It has been over a month dealing with this to and fro, losing mental peace, getting harassed by incessant phone calls to accept these options without questioning them and immense stress as the TV was purchased for over Rs. ****** with not only the manufacturer's original warranty but also an extended * years paid warranty is nothing but a piece of junk.

This is absolutely unethical for Sony India Pvt. Ltd. to leave its customers in lurch for their incapability to provide proper post sales for its products and penalize customers by charging them for doing R&D with the television and not taking accountability for it OR forcing customers to buy a new TV from them with a short specified timeline to accept their offer.

This has caused a lot of mental trauma to us to be forced to accept options given with a ticking timeline, both that are unethical, illogical and unhelpful to the customer but definitely profit making for the company.

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