Complaint Details

Status	:	Closed
Complaint No	:	0060004/2016
Category	:	Entertainment & Recreation
Date	:	28-01-2016
Subject Line	:	Issue with the SONY India Technical Support
Complainant	:	Vijay S Upreti
Address	:	A-106, Aakruti Amity, Ananthnagar Phase II, Near Huskur Gate, Bangalore
Complainee	:	Sony India
Address	:

Complaint Details
Hi,

I bought SONY LED TV ( KD-55x9004A) in 12/10/2013.
The warranty support of the TV is finished, so the complain is about the stnadard support provided by SONY Support in India.
Sometimes around end of Oct 2015, the TV screens started showing verticle colored lines, instead of picture. Tried to switch off TV, power cycle TV but nothing worked. Kept TV switched off for 2-3 days. After I switched TV on again, it started working for 2 weeks. Although sometimes I would also get lines, but then switch off and switch on would fix the problem.
Unfortunately on 1st Jan 2016, it showed the similar issue and unable to show picture. And since then the issue was persistent, till I kept the TV switched off again for nearly 10 days. Again I switched on the TV and it started working for a while but then again started showing colored lines and no pictures.
For getting the issue fixed, I first raised complain with SONY India, with Ref. J53254147 and Tech Ref ( 29337314 ). I had requested the service support to send a person who can at least do some initial level of diagnosis to let me know what's going wrong and the solution to fix.
Its sad to mention, the support engineer, without even opening the TV and diagnosing the issue mentioned to me that the issue can only be fixed by replacing the screen. I asked him as to what made him getting to this conclusion, he had no clear response rather just said SONY India, doesn't not allow to fix, rather replace. He opened the TV only to take pictures of the internal parts. One fine day I got a call from SONY Support mentioning it might cost around 1.25L to fix the screen. Again there was no written such communication as to what has been diagnosed and what's the issue was, but have a solution to replace TV screen. In the meanwhile, as mentioned before, TV started working again and when I called up the SONY Support, they said they will look into it if the problem comes again.
After getting no resolution to the issue, I raised again complain, and this time in a written mail to sonyindia.care@ap.sony.com. This time I send all the photos of issues before, after, middle and even small video as to how TV started working again after keeping it off for sometime. I was given a complained no 030-315-252, I was called back by SONY support, and iterating the same story, but again no answers to what exactly is the problem and why should I replace the entire screen, if the screen is working fine.
Now this is the complain I need to raise, as the issue has so far been taken for granted.
1. First of all, noone has done any diagnotics on the TV to exactly know what is the issue.
2. TV has not even been taken to site for the diagnosis, just by looking at the screen the answer was given the replace the entire screen, easy job for SONY support but a huge investment for me, for which I had already paid 3.10 L to purchase. Is there any value for such huge investment if it doesn't even work for 3 years itself?
3. I do not buy to the logic of screen issue, as if this is the problem then how TV screen is working fine after keeping it off for few days. Even today when I am writing this mail, again it has started working and I am sure after few hours or days of run it will go down.
4. My limited knowledge directs to this as a possible fixes on theT-CON , which is not able to pass the required voltage to the LEDs. HAD the LED screen been the problem, TV would never had started working. So as such no real problem with the screen ( unless confirmed to me), but appears with T-CON board or H/W fault at some specific parts rather than a complete screen going bad. All is in all, what I am not able to get convinced how can SONY Support give me such a costly solution without even getting into some level of diagnosis and letting customer know what has gone wrong.
5. Screen has neither broken, not exposed to water or any other cause. So if the reason said to be replacement of screen, then I should as a consumer know what has caused this? And if its really a screen issue.
I request you to help me getting this to some resolution, which is more justified and acceptable.
Regards
Vijay Upreti

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