Complaint Details

Status	:	Closed
Complaint No	:	0007086/2013
Category	:	Consumer Goods
Date	:	02-11-2013
Subject Line	:	SONY LCD TV SCREEN FAILED IN 2 YRS
Complainant	:	Sanmeet Hundal
Address	:	D101 Orchid Enclave
Complainee	:	SONY INDIA
Address	:	A - 31, Mohan Co-operative Industrial Estate, Mathura Road New Delhi - 110044

Complaint Details
As a repeat Sony customer, I bought SONY BRAVIA LED LCD TV (KDL 40-EX520) from Croma in August 2011 for Rs. 65,000/-. Sometime in July 2013, I started to get RED vertical lines near the top edge of the screen. The lines are around an inch long starting from the top edge. Colour of the lines is red when actual screen is black in that area. When there is picture in the top edge area, I see different colours strip at the top one inch of the screen. The lines are permanent irrespective of the input signal. Even when there is no signal, the red lines are visible. I finally called customer care last week. The service rep inspected and told me that the LCD screen is faulty and I will have to shell out round Rs. 22,000 to get the screen replaced as the TV is out of one year warranty. I saw many SONY customers complaining about this issue online which comes usually within 2 years of operation. Apparantly, there is a major manufacturing defect in the LCD Panel. My service number is 16212125 attended by Aar Vee Infoservices.

My question is, Does SONY’s responsibility end with the ending of Warranty? Is it not their moral obligation to give some solution to their customers if the defect is due to bad quality of TV parts? Why should I spend Rs 22,000/- on the TV repair that is only 2 years old. I was getting the same specification TV’s at less than 75% of the price of the SONY TV but I went for SONY thinking that it is a premium brand and would give me years of trouble free service. Is it too much to expect from you, SONY? Or is it that SONY is premium only in price and not in quality or customer satisfaction?

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