AMITAVA sent a message to Kazuo Hirai President and CEO, Sony Corporation – email address that said:
Respected Kazoo san
I have purchased a tv on 28/10/2016 from Home Town a unit of Future Retail Ltd. , Sony's authorised dealer in Kolkata (India).
However, the TV was installed by Neose Electronics (P)Ltd. a service provider of Sony and it did not function from the first day. The TV was meant to be gift to my old parents in laws , both of them are in their late 70's. Its a huge loss of face and reputation on my part besides a mental agony to retired and senior people. On the service sheet of October 9, 2016 we have indicated that we want a replacement of the new tv but nothing has happened so far.
On calling the dealer and the service provider they are making a mockery of the brand that is SONY by saying that a new TV could develop a problem and they refuse to share the escalation matrix for customer grievance redressal in India.
Sir, I am left with no other option but to appeal to you to look into the matter and instruct your Indian counterparts to replace my tv.
I want to bring to your kind attention that there was a failure in quality check at the factory and place of manufacture. Compromise of quality has taken place and the customer service aspect needs to be strengthened.
The above is without prejudice to my right to seek relief in Consumer Court in Kolkata wherein I would you and your Indian counterpart along with the brand ambassador and owner of the Retail outlet to explain as to how the reasons for the failure of the TV and as to why a TV was being delivered without doing the customary service control checks. Further, I bring out to your notice that the deal is selling TVs without stamping the warranty card.
With warm regards
A harassed and disillusioned customer
Amitava
I trust that I may get the contact number of someone senior to explain the matter and solve the grievance.
