Skip to the end of navigation

Welcome to the Community!

Customer Relations

Showing results for 
Search instead for 
Do you mean 
Reply
Highlighted
Enthusiast
Posts: 5
Registered: ‎07-28-2015
Message 1 of 19 (3,303 Views)

Please share sony india escalation matrix

My First mail .. ---------------------------------------------------------------------------------------

 

 

Dear All,

 
Let me start by saying I am a big fan of Sony products, as I have purchased over the years a Sony DVD & Music System, Sony Xperia Z, Sony Cyber-shot Camera and NOW SONY 42' TV, Details as below;
 
Model      - KDL-42W700B
Serial No - 3361290
 
I've purchased this from JUMBO Electronics, on June 08, 2015
 
1. But Sadly, i am very disappointed this time. Within one month and 6 day(on July 17, 2015), TV failed and restarting with red LED on the front of the TV which is blinking 8 times and then repeats. (refer attachment 1)
2. TV is not responding to remote control. 
3. Back panel buttons are also not functioning. (refer attachment 2).
 
We have registered complaint with service centre on July 18, 2015 (job number  J51751663), and engineer visited site same day, he confirmed that parts need to replace/repaired. 
 
After So many follow-ups and four day wait, now area manager (Mr. Lokesh - 9899329336) said that please take NO Dues from bajaj Finance. 
 
It is not a request but a matter of rights, to a replacement of a product of such value to be replaced which developed functional defect in as short a time as 1 month and 6 days.   
 
Regards
saurabh
 
 
My second mail---------------------------------------------------------------------------------------
 
 
 
to puneet.mishra, yatharth.sriva., storemanagergip, feedback, jp, Vicky, Sonyindia.care
 
 
 
 
 
Hi Amrita,
 
It has been 10 days since i have registered a complaint. I am caught in the web of world of Sony support staff and Sony dealer.
 
Sony is asking me NO DUES from finance company. Really??  this is utter non sense,  can they provide that without i pay the full price to them???? 
 
One thing i know,  i had bought this product with the sense of pride and thought that product will last long due to its quality and brand name. But all things become fake after sale of product.
 
Yes i have bought the product from dealer, but this is SONY product which become non-functional just after one and 6 days. IS IT MY FAULT?? or IS IT DEALER FAULT?? 
 
It is clearly PRODUCT fault and by choosing this product, i had made a horrible choice.
 
It is me who bought the sony product against the wishes of my family, they are keen to buy samsung as samsung is more advanced. 
 
I dont know what to do with this product, as i can not have repaired product at home with the value of 61K and which is ONLY one month old.
 
I am not very optimist about the outcome as i am feeling like CHEATED and HARASSED.
 
Regards
Saurabh
Moderator
Posts: 1,409
Registered: ‎10-20-2014
Message 2 of 19 (3,284 Views)

Re: Please share sony india escalation matrix

HI saurabhatonlin,

 

We're sorry for the inconvenience this has caused you. Your file has been forwarded to the relevant team. 

 

Thanks,

Yuri

Specialist
Posts: 44
Registered: ‎07-14-2015
Message 3 of 19 (3,245 Views)

Re: Please share sony india escalation matrix

Blah blah blah. More empty promises.

 

"Relevant team" is an oxymoron with you people.

Enthusiast
Posts: 5
Registered: ‎07-28-2015
Message 4 of 19 (3,207 Views)

Re: Please share sony india escalation matrix

thank you .. but please share escalation matrix as this is my rights to know the matrix.

Enthusiast
Posts: 5
Registered: ‎07-28-2015
Message 5 of 19 (3,155 Views)

Re: Please share sony india escalation matrix

Hi, I am confused and sad by seeing this type of delay in replies.... I am just asking for escalation matrix as I need to go to consumers court..
Enthusiast
Posts: 5
Registered: ‎07-28-2015
Message 6 of 19 (3,141 Views)

Re: Please share sony india escalation matrix

My third mail _____------_____----______
To: <Sonyindia.care@ap.sony.com
Cc: jp.vaishali.sony@gmail.com

Hi Amrita,

Please share escalation matrix, as I'm going to register a complaint in consumer court.

I am really unable to understand, what is the challenge, why there is no genuine after sale support? Why there is silence? Why no one is replying?

What is my fault yaar? You guys destroyed trust and relationship. I was raising a simple request to change a product which is defective and became useless after one month and all I can hear that you (me) have finance the product so we can not change it.. Really?? No matter how I bought the product, it is product which has failed to delivered, hence it is sony responsibility to initiate and make things rights for customer. Why do I repair it and keep it at home when I know that this is a defective product which can cause more trouble in future.

For you, this is a simple product, but for us it is dream to have tv like this, we do hardwork to earn money and think 100 times before buying product having this much value.

All people( sony and people associated with this purchase) are treating me like nothing. I really don't know what is wrong with you guys. This is first time I have experienced my hope and trust shattered like this. Anyways, I have nothing to say anything now.

But now, I will make sure to raise my voice on every platform I know.

Hope to receive escalation matrix soon with anyore pain and trouble.

Regards
Helpless sony customer.
Rookie
Posts: 3
Registered: ‎07-31-2015
Message 7 of 19 (3,106 Views)

Re: Please share sony india escalation matrix

I am looking for the escalation matrix as well

 

Clearly Sony products have lost the quality and poor customer service is adding to it

Specialist
Posts: 44
Registered: ‎07-14-2015
Message 8 of 19 (3,092 Views)

Re: Please share sony india escalation matrix

DITTO

Moderator
Posts: 1,030
Registered: ‎08-18-2014
Message 9 of 19 (3,066 Views)

Re: Please share sony india escalation matrix

Hi krvivek, I responded to your other post. Currently waiting for your private message so we can further assist you. Thanks. - Charlie

Enthusiast
Posts: 5
Registered: ‎07-28-2015
Message 10 of 19 (3,060 Views)

Re: Please share sony india escalation matrix

hi CharliE10,

 

what about my query? 

 

Get Social

Share your ideas Watch YouTube Support Videos follow us on Twitter Visit us on Facebook