I called Sony helpline no. today @9.05 AM on toll free no. from mobile no. for my Sony VIAO drivers support details: E-series (VPCEH25EN) S.N no.:27544376-7015275. As i change my OS WIN7 home Edition preinstalled to WIN7 Professional due to my organizational needs. But I spoke with one of your technical desk, she told unable to provide me the correct link over phone. Then i insists to provide me reference no.ticket I.D on this call, that was also not provided to me, then I insist to transfer this call to senior lead to whom I get the support he put me on hold for a min. & come back with answer no one available at the moment & told me to call back after some time.
Finally I asked for escalation matrix but she also not aware with that also & again I request for ticket I.D then she replied server not responding & she unable to provide me any kind of support technically & operationally to get this escalate & she cut the call & said called me after some time then after I called back saying all executive is busy.
Team requested you to please be on check on these types of call attitude with customer & End user support, help me to get this resolved ASAP.
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I would like to bring under your attention that I had purchased a Sony BRAVIA 32 inch LED Television on March 18,2012with Model No KDL 32EX420 with Serial No: 2431368. Note that this implies that I do possess a valid warranty till March 19,2013. Suddenly on last Sunday (Feb 10,2012) in the evening the picture started flickering with vertical black lines on the screen and double picture which made television viewing very much unpleasant.
I called up the Sony Customer Care and lodged a complaint with Request No. 13116846. Thereafter on Monday a technician namely Mr Nishith Mandal from the Behala Service Center visited my place and carefully inspected the television and even took photographs of the same. He even opened up the television and took pictures as per his process. I co-operated with him in his duty by giving my rechargeable batteries when he found that the camera that he brought with him did not have enough charge left on its batteries. He informed that he felt that there is a problem with the liquid crystals inside the LED PANEL and took all necessary documents from me so that he could file for a Warranty calim.
After 2 days i.e. yesterday another technician namely Mr Amitava visited my place to replace the LED PANEL and even brought a brand new PANEL with him. But suddenly he started telling that he will not be able to install it , as because it appeared to him a broken LED Panel although he did not see any signs of scratches etc on the television. He was trying to insist the fact on me that I have damaged it myself and that this would be chargeable although my product is still under warranty. He once again took photographs of the television and by showing a gross unprofessional behavior went away without installing the LED PANEL.
I had been a loyal consumer of Sony Products since the last 20 years and even last week I brought another Sony LCD television from sales Emporium, Behala. I use Sony Music Systems, Sony Mobiles and VAIO Laptop till today for my personal use and I am proud about the same.
I would like to make this very clear that this is a very unprofessional behavior rendered and the technicians are forcibly trying to prove the fact that I have forcibly broken the LED PANEL from inside, although no damages can be seen on the screen. I know that its a mere problem of the liquid crystals inside of the LED PANEL that has withered away and it happens in some sets. Let me also inform you that I am myself a Computer Engineer .I work with a reputed IT Organization and I happen to know a thing or two about LED Television and its allied technology. So I decline to accept the logic that the technicians are trying to impose upon. Is this the quality of service rendered by Sony to its Customers? Is it like this that they harass consumers and question their honesty and do this kind of injustice?
Request you to kindly look into this with the highest priority.