- VERY POOR CUSTOMER SUPPORT AND SERVICE AT SONY ^Closed

Muskan Gupta filed this complaint against Sony on Aug 29, 2024

Resolution Demanded:
Refund
Replaced
Damages

Recently, I purchased a Sony Sound Bar from Great Eastern in Jaipur. Two days later, a technician named Dilip Lakwal came to my home for installation. During the process, he broke my Lloyd LED TV. When he turned it on to give a demo, the screen was broken. I was shocked, but he insisted that it was a defect and advised me to contact Lloyd. He then hurriedly left, and when I called him back, he denied touching the TV. However, I have pictures showing him handling the LED. His behavior was very rude.

I also contacted Sony customer care, and they advised me to send an email. I did so and received one response, but after that, I have been the one consistently following up with no response from their side.

I then reached out to his manager, Pramod. After a lengthy discussion, he sent another technician to evaluate the situation. This technician took photos and left. The next day, Mr. Pramod informed me that, based on the pictures, it appeared that their technician was responsible, and they would replace the panel. However, ** days later, I received a call from Mr. Pramod saying they could no longer help because Dilip claimed he did nothing wrong. He suggested I deal with Dilip directly, which I refused to do because of his disrespectful behavior.

On one occasion, Dilip even contacted me via WhatsApp and said, "Mujhe aapse milna hai, mein kab aa sakta hu aapke ghar." This statement made me uncomfortable, and I told him I didn’t want to talk to him and would communicate directly with his manager. The manager’s attitude was also disappointing. He said, "Hume aapka LED ek baar aur assess karna tha uske liye hume aapke ghar aana tha toh aap time bata sakte, waise aapko abhi Dilip se phone aaya hoga use aapko time de dena chaahiye tha kher." The difference in tone and approach between them was stark.

I even agreed to a time for them to come the next day between **:** and **:** AM, but they never showed up. When I called at **:** AM to inquire, they said, "Technical person ki train late ho gyi toh hum nhi aa sakte." It seems their time is precious, but ours is not.

Since I am not getting any response from Sony or their representatives, I have decided to file an FIR.

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