Sony Problems

[sandeepgarg]

The following is my complaint put in by me to Sony through their website, yesterday. I am looking at other e-mails where I can send the complaint to the concerned persons in Sony. Please help!!


Dear Sir/Ma'am,

I bought a 3-D Sony 46HX800 TV yesterday from M/S Deepak Agencies, Ajmer. It was partially installed today, by Sony Service at Ajmer. The personnel they sent were a Mr. Lucky and Mr. Goverdhan.

Now, the problems:

With the TV, I received only an accessories box, NO 3-d blu-ray player. The blu-ray player was sent to me later on by the dealer, (as it had been received by him separately by courier)

On receiving the accessories box, I thought that it had been opened and re-sealed, and I informed the dealer.

On opening the box, we found 2 spectacles and 1 transmitter. NOTHING ELSE!!! The HDMI cable and the 3 Titles of 3-D Blu Ray were missing, and the packing was also loose. The box of the spectacle had scratches.

On opening the S470 3-D Blu Ray player we found 1 of the missing titles (Alice). The HDMI cable and the 8 titles I later on had to go to the dealer to get, so that my installation could be completed. He had received the 8 titles in a separate bundle from the distributor at Udaipur, but no HDMI cable, He gave me a HDMI cable from his own display sets.

On inserting the 3-D titles in the player, the supplied movies did not play, nor did any of my regular DVDs. The Sony personnel took these movies to A Sony Exclusive shop nearby and verified that all these were OK.

Now this is unexpected from SONY to SEND a DEFECTIVE player for such a top end model with a MRP of Rs.1,23,900/-.

This problem has created a delay in installing the system and also DEMORALISED us (especially my father - Satyanarayan Garg and my kids, as it was his gift)!!

This is unacceptable. Please get it verified and get everything that was sent 2nd hand or used or defective replaced immediately.

Perhaps a display or used piece was sent to me? Please verify!!

Mr. Madhush of Deepak Agencies has already communicated this to his distributor at Udaipur.

Mr Gurvinder of Sony Service at Ajmer has also been in touch with his seniors at Jaipur and on the toll free no. also.

Sandeep Garg

 

[hemantwaghe]

Good you have come to this forum. Keep it up. Pls send another mail to Sony with forum link and possibly a screen shot of Page(s) till last developed thread.

Sony Product team if you are reading this please help this guy.

Sandeep please keep us posted ...You MUST HAVE get explaination for all your queries!

 

[CANDUU]

Lets hope for a quick reply from sony regarding this ,did u checked the usage hours in ur tv?nowadays more dealers do this ,they provide a demo set to the poor customers.sony is solely responsible for this and they should reply...

 

[sandeepgarg]

How do I check for the usage hours on the 46HX800 to verify whether this is new or not!!

The dealer at Ajmer definitely did not have it in stock and got it from his distributor at Udaipur.

Lets see how fast they solve this problem.

 

[sandeepgarg]

DISGUSTED WITH SONY (Never trust or believe them.

Now the update of the past 4 days!!

The Sony service at Ajmer took away the Blu Ray Player on Monday morning, to send to SONY.

In the afternoon I got a call from Sony Customer Care - Delhi. The lady promised me that she would get the issue resolved urgently. She said she would call me by 5:00 pm and tell me the exact situation. Dis not receive any call, but I got after my dealer and Sony Service at Ajmer. No call till 6.

I tried calling their customer care 2 times. After getting the complaint details from my e-mail, they would connect me to the concerned department, and after a few minutes the CONCERNED department would disconnect me and not contact me. (So much for their CONCERN!!)

Sony service got a call from HO Delhi telling them to send the Player to Jaipur directly, the next day, so that the issue can be resolved fast. Sony Service sent a person with the BDP to Jaipur on Tuesday morning.

On contacting Sony Service at Ajmer, they also gave me the no. of a Mr. Kapil at Jaipur with a request to push him to get the player delivered.. On talking to Mr. Kapil, I was told that they were having the player checked for problems, and it was playing 2-D ok. They did not have any 3-D disc available, and were trying to locate it. As and when they are able to verify that the player is or is not problematic THEY WOULD GET BACK TO ME. (??).

They were not ready to believe their own service personnel who had himself tried to install the system at my place. I gave him a piece of my mind and told him that I have the Sr. No. noted and will not accept a repaired/rectified set under any circumstance. I enquired whether they had a replacement player in hand, and was told that it was available (Had to clarify as this is sold as a bundle with their 3-D TVs and not separately). I told him to stop delaying and release the new piece. ALSO contacted my dealer (who had a holiday that day), and even he contacted the Jaipur persons.

At 5:30 or so I called up Mr. Kapil again and was told that they had FINALLY found the player defective and were replacing it. The person sent from Ajmer was still waiting in their office, and I would be getting the player by late evening.

At about 7, I got a call from Sony Service Ajmer, requesting me to talk to Mr. Kapil as he was refusing to deliver the player that day, and wanted the person to come back to Jaipur the next day. (This, after he had promised to have the player delivered to me by late evening). I called him up, but no go. It seems his warehouse closes at 3:00 pm (??) and the persons had already left. (Did he not know this at 5:30? And could he not have arranged the player earlier, instead of waiting for the news about the testing of their defective set?). Anyway, the person sent from Ajmer came back without the set.

Next morning I got a call from Sony Customer care, asking whether the problem had been resolved? It was the same lady calling. I blew up. Narrated the whole thing, and told her that they could take the whole system away if they did not finish the installation today.

Now I called up my dealer, who took me immediately in conference with Mr. Amit at Jaipur. and told him that the TV was being returned if the matter was not resolved that day. He promised to get the player delivered immediately. The same thing was conveyed to me by Customer Care. They promised to deliver it latest by 7 pm.

Now, I get a call at 9:10 pm that they have got the player from Jaipur. What I think is that they sent a person with the player to Ajmer by bus, AFTER office hours, so he does not lose his day's work. AMAZING for SONY. No ethics and no value to commitments.

I asked the Service personnel, that they can leave the sealed player here, and come and install it at 10 tomorrow.

Now waiting to finish the installation. Lets see.

This was supposed to be a 70th Birthday SURPRISE gift to my father. WHAT A SURPRISE and GIFT it has turned out to be. SONY executives are absolutely uncaring and do not bother about commitments. Their Service persons are far better, at least they try.

I would say that if this is how they treat someone who is buying one of their top most products, what would they do to others. I shudder to think.

Hope my experience from here on is better, and the TV lives up to my expectations.

 

[deba]

Sony India employees are basically dull and lack basic Intelligence and this may be due to bad supervision and training. I have faced difficulties in dealing with them in the past.

But who gives proper after sale service ?......they all are same at the end of the day......8-((

 

[sudhishkv]

Check this out...

http://psgroove.com/content.php?801...e-In-Response-Graf-Releases-Hypervisor-Bible&

 

[sandeepgarg]

Well!! The Sony Service Ajmer personnel completed the setup of the TV today morning. In fact this time they came 10-15 mts before scheduled.

1 of the media (Alice in wonderland) is still not working. I will be returning it to the dealer for replacement. The others now seem to be working fine. 3-D and 2-D, including ordinary DVDs etc. seem to be playing ok.

I will post my user experience withe the system later. If someone could help me, I would like to check the usage time on this 46HX800. Tell me how??

 

[passion9733]

uncle this is not sony's problem
this problem is created by you itself
on the first day only if you had checked all the gadgets working properly or not in
store, and after satisfaction change your money with the TV set
come along with the package from showroom to home

have you checked your tv set utt (total usage hours- it should be between 0-100/300)
or they have stick you with display model

 

[passion9733]

Follow this sequence rapidly... (to check usage hours)

Standby Mode (i.e power button on remote to switch TV OFF) - Info - Menu - Mute - Standby (to switch it back ON in service mode)

 

[passion9733]

firstly display model delivered

after complaining they changed it to this one

 

[manu79]

uncle this is not sony's problem
this problem is created by you itself
on the first day only if you had checked all the gadgets working properly or not in
store, and after satisfaction change your money with the TV set
come along with the package from showroom to home

have you checked your tv set utt (total usage hours- it should be between 0-100/300)
or they have stick you with display model

While the OP could have checked all this, its not practical always, its a shame on a company like SONY's part that they can even think of passing off used stuff. How can you blame the consumer for this.

An average consumer who wants to buy a TV from a reputed brand doesn't need to go through this nonsense why should he or she go through countless forums just to understand if its a used set or not or how to check usage hours and all, scratches and what not. Consumers in India have been pushed to the brink. SONY has to own up on this and get it corrected at whatever level the problem exists...

 

[sandeepgarg]

uncle this is not sony's problem
this problem is created by you itself
on the first day only if you had checked all the gadgets working properly or not in
store, and after satisfaction change your money with the TV set
come along with the package from showroom to home

have you checked your tv set utt (total usage hours- it should be between 0-100/300)
or they have stick you with display model

If you see my post, my dealer at Ajmer (In fact even the Sony Exclusive store) DID NOT have this in stock, and had their distributor at Udaipur send it to him.

Also I can't seem to locate the Info & Menu buttons. Are they marked differently on the remote?

 

[sandeepgarg]

While the OP could have checked all this, its not practical always, its a shame on a company like SONY's part that they can even think of passing off used stuff. How can you blame the consumer for this.

An average consumer who wants to buy a TV from a reputed brand doesn't need to go through this nonsense why should he or she go through countless forums just to understand if its a used set or not or how to check usage hours and all, scratches and what not. Consumers in India have been pushed to the brink. SONY has to own up on this and get it corrected at whatever level the problem exists...

The simple way would be to put the TV and other such things in some sort of a non-repackageable / destructive packing, with proper seals etc. But I doubt Sony (or any other for that matter) will do it.

If they want we can design this packaging and the machines needed for them!

Anyway I had seen You Tube vids of the Unboxing, and there was no visual difference.

Now, a doubt has been created since the BDP S470 I received with it did not work at all and had to be replaced. This is why I want to verify the TV Usage hours.

 

[manu79]

All companies should mark clearly on the TV set maybe some kind of laser etching on the set its self denoting that its a display model. In most cases the dealers try to pass of the display models, its the company which needs to find a solution.

 

[sandeepgarg]

I can't seem to locate the Info & Menu buttons. Are they marked differently on the remote?