Complaint Details

Status	:	Closed
Complaint No	:	0007243/2013
Category	:	Consumer Goods
Date	:	19-11-2013
Subject Line	:	NO PROPER RESPONSE/INTIMATION FOR COMPLIANT REGISTERED
Complainant	:	JERIN GEORGE K
Address	:	KUNDUKULANGARA HOUSE,G K GARDEN,P O PURANATTUKARA
Complainee	:	Sony India Pvt Ltd
Address	:	A - 31, Mohan Co-operative Industrial Estate, Mathura Road

Complaint Details
Dear Sir
I had brought a Sony LED 32W600A TV from Reliance Digital on 31st August 2013.On the same day itself when i tried to play videos from USB(Sony Vault 16GB) it was not working i reported the same as compliant on very next day.And a technician from your Franchise in Thrissur "ACCESS ELECTRONICS,THRISSUR" visited and told me that it was because the files are downloaded from internet,now let me ask you one thing a part from downloaded file on CD will you get a single film in the formats that you say are supported in your TV..?So that shows the knowledge in your Franchise office technician because after that he came 2 times and at last time he came with a software update and after that the files started playing from USB which shows what rubbish explanation your service person had given first time.

Now on 30th Oct the due to the software problem the same situation reoccurred and i reported the same with Sony(16383289) ON 31ST Oct 2013.As this was a repeated compliant i requested for a staff from Sony to visit to get correct explanation and solution.So on 9th Nov after 10 days your Area In Charge (Mr Binoosh) visited my place.Now he too first said the same thing as it is downloaded from internet it had to be converted to higher formats for being read in TV.Now if i could go for conversion for every file what is the use of your USB plug & play facility..?

I reported the software issue but Mr Binoosh was adamant that for software issur this will not occur but i pointed to the technician from Access Electronics to explain my point who had verified this earlier situation & who was with Mr Binoosh on his visit.So he converted and said you have to convert & play the files and also he updated the software to 3.9 but let me remind you that apart form May 2013 updation for 32W600A rest 2 updates that came up is for Internet enhancement.So it is like making customer a fool.But let me ask you is my query & compliant rectified NO.

So i had to reopen the compliant for which i got a call from your staff Mr Binoosh who insisted that i will not get a replacement for this issue and shouted on me for my calls to dealer for escalating the matter.See my point is clear i want to know the technical explanation and a solution for the same so that this compliant doesn't reoccur and please do advise your staff to behave properly with customer rather than shout & behave in an aggressive manner.

Also do make a note of following points

1) Polite behavior towards customers from your staff.

2)Take up the service work seriously & ensure to do it in one go rather than 2-3 visit.

3) Carry Job card/Invoice when you visit the customer place and proper explanation of compliant & solution to customer rather than their frequent visit without proper papers to customer place.

4) Dont take the closure of customer compliant as the service staff sole discretion,take a satisfaction note & then with proper intimation to customer close the case.

Hope you kind cooperation into the matter at the earliest

Thanking You


Yours Faithfully

Jerin George K
Kundukulangara House
G K Garden
P O Puranattukara
Thrissur-680551
9496340361
9037816192

Replies