- No after sales support ^Open

AKHIL SRIVASTAVA filed this complaint against Sony Bluetooth headphone on Oct 10, 2020

I had purchased Sony Bluetooth Headset having model number Sony BT Headphone MDR-XB***BTL Blue on *th October **** from Croma Store in Delhi (Invoice attached). The product price at that time was Rs ****/-.

The product was working fine until **th September **** when it accidently got a physical damage, the left side of the headphone got broke & the ear speaker is just hanging by the wire. The damage is such that it cannot be used because there is no grip on the ear while wearing it. Please have a look at the attached pic for the damage.

I took it to the service center as specified on your website & raised a ticket (JOB NO-J********), the person out their told me that this product is not repaired by Sony & they will send mail to head office & I might get some incentive on the same model in exchange of existing product.

* days later, I got a call from the service center & the executive told me that this model is no longer available & instead company is offering you incentive on a higher model (WF-XB*** which has an MRP of Rs *****/-) & will be available @Rs ****/-.

This has really disappointed me with the kind of illogical & funniest solution provided by an esteemed company like Sony India.

• First of all you do not repair products which Is never highlighted when the customer purchases the product (Physical damage).
• I had purchased it on *th Oct **** & almost completed just * years, a product is discontinued in a span of just * years? further you are not offering any after sale support for this product.
• The counter offer is still funniest as the model in exchange (WF-XB***) is openly available @ Rs ****/- in market & you are fooling the customer in the name of discount by offering same price in exchange. This means by accepting this offer, I will be paying Rs ****/- (Paid earlier) + Rs ****/-, a total of Rs *****/- for getting my headphones back.

I would like to highlight that I am a loyal Sony customer having your DSLR, LED TV, Music System & the latest one I purchased two Bluetooth earphones (WI-XB*** & WI-C***). But the kind of treatment you guys are giving to such a loyal customer is making me feel like switching over my loyalty to other brands giving good after sales customer experience.

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