Deficiency in Service and Unfair Trade Practice by Sony India Service (BRAVIA KD-65X9500G)

[TIGMANSHU]

Dealer Name

Sony Authorized Service Centre Shop No:- 6-7, Sukhsagar Apprtment, Near Radha Krishan Cross Road, PF Office Lane, Akota Gujarat 390020

Company Name

SONY INDIA

Product Name

Sony BRAVIA KD-65X9500G (65-inch TV)

Customer Care Number

8065006500

Loss Amount

100000

Ratings

5.00 star(s)

Opposite Party Address

The Head – Customer Service / Legal Department
Sony India Pvt. Ltd.
A-18, Mohan Cooperative Industrial Estate,
Mathura Road,
New Delhi – 110044

Respected Sir/Madam,

I am writing to register a formal complaint regarding the poor and misleading service provided by Sony India Service Centre in relation to my Sony BRAVIA KD-65X9500G (65-inch TV).

Complaint Summary:

• Complaint registered: 18 September 2025
• Technician visit: 22 September 2025 (Mr. Piyush Solanki)
• Observation: Technician stated that backlight is faulty, and charged ₹450 as service charge (paid online). However, he refused to open/check the backlight panel and said the service centre team would visit in 2 days to take the TV.
• Issue: No one came afterwards. Later, I received a message from Sony Service Centre stating that the entire display panel must be replaced with a cost of about ₹1,00,000, without ever taking the TV for inspection.

This is a clear case of misdiagnosis, misrepresentation, and unfair trade practice, since the technician himself confirmed that only the backlight was faulty.

Further, no Job Sheet was provided after collecting ₹450 service charges, which is a violation of basic consumer service standards.

My Reasonable Options Suggested to Sony (Ignored by Service Team):

Despite being a cooperative customer, I gave the following three fair options to Sony India Service Team for resolution:

1. Inspect the backlight properly before concluding any major replacement;
2. Provide an exchange offer — if the cost of repair is genuinely high, I am open to an exchange offer if reasonable;
3. Provide a written clarification explaining why the entire display panel must be changed merely for a backlight fault.

Unfortunately, none of these options were accepted or responded to. This shows complete negligence, unfair practice, and mental harassment of the customer.

Legal Reference:

This conduct amounts to violation of:

• Section 2(47) – Unfair Trade Practice
• Section 2(11) – Deficiency in Service
• Section 39(1) – Remedies to Consumers, under the Consumer Protection Act, 2019.
• Rule 5(11), Consumer Protection (Direct Selling) Rules, 2021, which mandates manufacturers to ensure post-sale availability of spare parts and repair service.

Also, as held in similar decisions:

• Samsung India vs. Hari Ram Sharma (Delhi State Commission, 2019)
• LG Electronics vs. Pawan Kumar (Punjab State Commission, 2020)

If a company refuses to repair a minor part (such as a backlight) and insists on a full panel replacement, it is deemed unreasonable and coercive practice.

My Demands:

1. A written technical explanation as to why display replacement is mandatory for a backlight issue.
2. A re-inspection of my TV’s backlight by a qualified engineer.
3. An exchange offer, if genuine repair is not possible, at a reasonable cost.
4. Refund of ₹450 service charge for non-provision of job sheet and non-action after collection.

This entire incident has caused me mental harassment and inconvenience, which is unacceptable from a reputed brand like Sony.

If no action is taken within 7 working days, I will be constrained to escalate the matter to the District Consumer Disputes Redressal Commission under the above provisions.

Attached Documents:

• Screenshot of ₹450 service payment
• Complaint reference (18 Sept 2025)
• Technician visit details (22 Sept 2025)
• Photos / evidence of TV condition

Yours faithfully,
[ARYA KUMAR TIGMANSHU]
[S & C 1/B, RAILWAY COLONY, PRATAPNAGAR, VADODARA-390004 (GUJARAT)]
[Mobile 7226019911 / 9408006800]

Email- (1) 1235yagyushikv42021@gmail.com (2) aktigmanshu@gmail.com
Date-10/10/2025