I have a Sony Bravia TV, Model No. KLV-28R412B IN5. The product was purchased by me in 2015. Recently, I observed symptom “multiple white spot-on screen” and registered the complaint to company.
Wherein after the complaint, the service engineer visited my place & observed that the display panel needs to be replaced but due to unavailability of part at the company, the display panel can’t be replaced. Then, company offered me an exchange offer of tv with new one by paying the amount as decided by the company & its management.
I have lot many conversations with the company through mail and I somehow agreed with the exchange offer even though I have to pay much more amount than the cost of the part to be replaced. In continuation to this, company has offered me to exchange our TV with a model KDL-32W6100 IN5 at a special price of Rs. 21,280/- and also offered to select any other model as per my own choice. Thereafter, I selected a model KDL-43W6600 IN5 and company offered this model at Rs. 34,278/-. But, for this offer company is asking me an advance payment and then wait for the exchanged product for next few days which is to be collected from their service center.
Later, I express my inconvenience as being a customer if I am making a payment towards any product then it is my right to get the product on the spot rather waiting for next few days. Related to this, I demanded to make me available the exchanged new product through their nearby Authorized dealer where I can make the payment and collect the new product. But, the company is continuously denying it and asking the payment first and wait for the product receiving through service center.
I don’t understand why company if forcing me to make payment first and not providing me the product by their authorized dealer. How can I be assured of that service center will provide me fresh non-defective product. I also said that if you are not providing me the exchanged product by authorized dealer then compensate me with the amount of the part to be replaced.
Related to all above points, I have lot many conversations with the company and company is not providing any relevant solution from the customer perspective and demanding the payment first.
And now, I have to approach the consumer forum as the issue is not being resolved yet and feeling harassed by the company. So, I request you to please resolve the issue and compensate me with the appropriate amount by the company as per the law and rules governed by the consumer forum for the customers
Meerut 250002, Uttar Pradesh