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Rookie
Posts: 4
Registered: ‎08-04-2017
Message 1 of 5 (274 Views)

A FRUSTRATED SONY CUSTOMER

Hi I am not sure where to start but i am totally unhappy and frustrated about this. Why? I bought this Sony TV against Samsung for a much higher price in that category about 2 and half years back. I had reported that there is a problem with the TV on 23-July-2017 and it was assigned to Benchmark Infotech in Bangalore and the guy came in and then he told us that the panel has to be replaced and since we had extended warranty (luckily we extended) he said we don't have to pay a single penny for the LED Panel replacement (as if Sony is doing a favor to us) Few days later (30-July) the same guy came back with LED panel and tried replacing it to find that the important part which is a connector was missing (Mistake-1). He tried whatever he had and told us i will place the order again on Monday. To my surprise i called them today and came to know that they have not even ordered it again (Mistake-2). How reckless is it? How irresponsible is it? Where is the customer care or followup from Sony's end? Why do we need to suffer after buying a branded product like Sony? How frustrating is it to buy and go through all these and why we have to go through all these (which we have been going through for last 10 days)? Q1. Why do we buy branded products? Ans : Reliability and Quality check Sony failed in my case? I had highest respect for Sony brand but that came to an end today. I am sure this is not going to affect you. After all you just have lost one loyal customer out of millions and my respect for this brand has gone to 0. I would never recommend anyone to buy Sony anymore.

Moderator
Posts: 1,032
Registered: ‎08-18-2014
Message 2 of 5 (266 Views)

Re: A FRUSTRATED SONY CUSTOMER

Hi RajBM, thank you for bringing this concern to our attention. We apologize for the inconvenience this may have caused you. We have forwarded this issue to the relevant team for further assistance. Thanks, Charlie

Rookie
Posts: 4
Registered: ‎08-04-2017
Message 3 of 5 (233 Views)

Re: A FRUSTRATED SONY CUSTOMER

Hi Charlie,

 

Can you give us the escalation matrix on this? This is going in circles and no one seems to take ownership of this issue. I want to escalate it to someone who can act upon it. 

Rookie
Posts: 4
Registered: ‎08-07-2017
Message 4 of 5 (196 Views)

Re: A FRUSTRATED SONY CUSTOMER

I am having a similar issue.  Customer service has been terrible for me too. I'm having an issue with a TV I bought 6 months ago, need a new part delivered, and between Sony and Encompass, no one seems to want to do anything to fix my issue.  Sony tells me to call Encompass....Encompass tells me to call Sony.  Sony tells me to call Fedex.  Fedex tells me Sony never gave them the part for Fedex to ship.  Incresibly frustrating.  This has been one of the worst cusotmer experience models I've ever dealt with as a consumer.  

Moderator
Posts: 1,100
Registered: ‎01-16-2015
Message 5 of 5 (192 Views)

Re: A FRUSTRATED SONY CUSTOMER

Hi jcaloia, I have responded to your post here: Horrid customer service. Regards, Ella

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