Respected Sir,
I had purchased a Sony product Home Theatre System : DAV – DZ777 on 26.09.2010 from one of the Showroom of my town “Prince Electronics, Udupi – 576 101”. After about 9 months of its good service, it suddenly stopped functioning altogether. I took it to your “Authorized Service Centre” (???), “Souza Service Centre (UDUPI)”, where the technician who attended my complaint told me that there is some problem in the circuit board (i.e. both Power Supply Board as well as Main Board), and requires some time, at least 15 days, for repair. When I revisited the service shop after about 20 days to enquire about the product, I got an answer that he could only repair its Power Supply board but its main board is beyond the repairable condition and he is still trying for it and is in touch with his senior technician from the company and promised me that if I give him another 15 days of time he will do something. He also ensured me that if nothing could be done for my faulty Main Board, then he will get me the new Board from the company and make my System function again, since the product is still Under the Warranty period. And Sir, after that it is really a hell for me till now. I think I have become a JOKER for your Authorized Technician. I keep visiting your Service shop once every fortnight for the last six months, and each time he only re-plays the same statement that he has informed the Company for sending a new Board, and your Company is not responding. He says he is helpless and he has done what all he could do. Dear Sir, he is your Authorized Technician, a representative of your company in my place????? and yours is the most reputed and responsible Global Company. How can it be like that ……how can your representative say like that??????...Then please tell me Sir whom I should consult for this????...Respected Sir, I wanted to know from you whether Sony’s responsibility gets over ones it sells its product to its consumer……then if something goes wrong we should throw the product to Arabian Ocean and go for the new one??????...is it a writing Pen I purchase from you for some petty amount so that I use and throw it???...Sir, I have shelled out Rs. 25, 000/-, my hard earned money to have my price possession ( earlier I was under that impression, as I had a great admiration towards Sony Products and anything from Sony was a price possession for me). I am extremely sorry to say that we pay 20-30% extra money for your products in comparison to your rival company’s products of the same capacity just because we trust in your quality and commitment, but what about the service you provide?????...Your technician says that each and every spare, including even a screw, has to come from Japan or china and hence servicing takes a lot of time and sometimes even the spares are not available. Do you reveal it to your customer when they make purchase of your product???...definitely I wouldn’t have gone for Sony while purchasing this product if I had known it earlier. Sir, I am really frustrated with all this now and also feel helpless not knowing what to do?

Sir, When I expressed above feelings with your representative (Authorized Technician at Udupi – 576101), he told that he also feels the same and he can’t help me as his company is not properly responding to him and he is still trying for it. When I asked him whether I can report it to the company, he told carelessly and blatantly that I am free to do anything in this regard. And he also pointed out me that it has become a Daily routine for him to listen to such frustrations from almost every customers who come to his shop. This gives me an indication that almost every consumer of Sony will go though the same situation as of mine ones their Sony product starts giving troubles and hence the technician was not serious about my complaint as it has become an usual practice for him to deny the Services to his customers. Dear Sir, after exhausting all my option at my place, I am finally writing directly to you now. Please answer my doubts regarding the commitments of your Esteemed company towards its Indian Consumers.
1. Is it Sony’s policy is to Sell and Forget (Neglect) the Customers as part of marketing strategy in India?
2. Whether the problems such as I faced after purchasing your expensive product, has no solutions other than repenting the very decision of purchasing it, as I do now?
3. If at all there is a solution, then whom should I approach so that I can continue using the product in the hassle-free manner ?
4. Whether Sony trains its service technicians (placed at almost every cities as they mention in their Service Manual) properly and gives them the required spares so as to attend any type of faults the consumer faces ones he starts using such expensive products?
Sir, I hope you do have the capacity to solve my problem or at least answer the queries I raised above so that I can console myself and advice my fellow Sony Consumers (among my relatives and friends, with whom I was earlier aggressively campaigning in favor of your products when they were making their purchase decisions) so that they wont repeat the mistake I have done earlier and repent later.
I hope that you will respond for the above favorably at the earliest and oblige.
I am also attaching herewith, the scanned copy of the “Service Job Sheet” for your kind reference.
From:
• Prakash K. Shetty,
• “Sham-Kamal”, P.O. Puttur,
• UDUPI – 576 105, KARNATAKA State, INDIA. Ph : 918202580987 (Landline), 9845791721 (Mobile)
• e-mail id : shettyprakashk @ yahoo.com
Your Authorized Service Centre :
SOUZA SERVICE CENTER (UDUPI)
Behind KSRTC Bus Stand, R.R. Marg,
UDUPI – 576 101, KARNATAKA State, INDIA. Ph : 91820 2521898