nRiTeCh
Skilled
Posting on behalf of my brother..
I wasn't aware of this drama at all.
Cant let them roam freely around looting more customers.
www.consumercomplaints.in
Can this be escalated to Sony India, anyone who can advice as I think Sony shouldnt had charged us at all when Zooper still exists who is the extended warranty vendor here.
"In mid 2019, we had purchased 2 Sony 32W672F TV models from Kohinoor Electronics, Malad. Sony provides 1 year warranty for its electronics and via the store, Zopper was offering additional 5 year warranty at negligible cost. So we decided to avail the same. While one of the TVs is still working fine, the display of 2nd tv started showing some random lines in Sept 2021. We were unable to use the TV. And since it was out of Sony's warranty, we called Zopper on 25th Sept and the person took the TV for repairs. They took 15 days to return the TV and it was working fine but again within a month of repair, the display started showing the same random lines. We called Zopper again on 26th Oct and this time some other person came and took the TV to their Andheri workshop. While we had got work receipt earlier, this time we didn't because he said it was going for reworking. This time they took 4 months to deliver our TV!
During this period, we kept calling their customer care frequently for status, they were not giving us proper info. They were just fooling around with us with new excuses every time. Some or the other new person used to pick up every time and when inquired about the previous person with whom we spoke, they would just say that he/she is on leave and we had to repeat the situation again to this new person. They would just say that will check status and get back to us but not even a single time they called us back with an update. We were very worried because we feared they did something wrong with our TV which they were not openly telling us. We even asked them patiently to tell us frankly if anything is wrong with our TV or if they are not able to repair it so that we can get it repaired elsewhere. Then they started giving us new excuse saying that this TV model is outdated and they were not able to get the required part hence getting delayed. We were wondering how can a reputed brand like Sony stop making parts of a 2018 launched TV and such a recently launched product become outdated so quickly? Then too we kept waiting and meanwhile we got in touch with the guy who had taken our TV to workshop to know the reality. He said he is not working with them anymore because it was not employee friendly organization and also confided in us with the workshop location on our request. He even revealed to us that workers are not being paid well hence they just work haphazardly resulting in late deliveries.
Due to no proper clarity, we had decided to visit the workshop but then out of surprise for the first time Zopper called back saying our TV is ready and will be delivered tomorrow. We received the TV in February 2022 after 4 months and were under the impression that since it took such a long time this time it must have got repaired properly. However to our surprise, the same thing got repeated yet again within 15 days! The random lines on screen started appearing yet again! Since renovation was going on at our home, we waited for it to get completed before making a decision. Meanwhile during renovation, we also got all electric sockets checked for any electricity fluctuation just to be sure that it might not be the reason for our TV's problem. However electricians checked everything properly and assured that everything is fine and no fluctuations are there. Finally we decided to call Zopper. But seems now they have unregistered our number! We are not able to speak to any representative because it says that the mobile no. is not registered with any product! Hence with no other option, we called Sony Customer Care on 27th April 2022 and told them everything and since it was out of warranty, we also agreed to bear any repair charges. As already 8 months had passed now.
Sony person came and inspected and found that Zooper had make no replacements or anything as the barcodes on parts as as is. The guy also clarified that third party vendor in this scenario can never take the TV with them for any repair works but they vendor should instead contact the parent brand, Sony here for any repairs or replacements.
This was another breach by Zooper.
Sony guy inspected and found that display unit needs to be replaced and 11430 is the cost. We anyways wanted to have TV working and had no option so asked him to replace the part.
TV is working fine now. The Sony representative called exactly after two days on 29th April replaced the necessary things, changed the display panel in front of us and also gave official warranty of 1 year. This is the service I like and always trust reputed brands like Sony.
Hence, it is a request to kindly refrain from buying services from Zopper because like me, tomorrow you might be a victim of the same fraud."
During this period, we kept calling their customer care frequently for status, they were not giving us proper info. They were just fooling around with us with new excuses every time. Some or the other new person used to pick up every time and when inquired about the previous person with whom we spoke, they would just say that he/she is on leave and we had to repeat the situation again to this new person. They would just say that will check status and get back to us but not even a single time they called us back with an update. We were very worried because we feared they did something wrong with our TV which they were not openly telling us. We even asked them patiently to tell us frankly if anything is wrong with our TV or if they are not able to repair it so that we can get it repaired elsewhere. Then they started giving us new excuse saying that this TV model is outdated and they were not able to get the required part hence getting delayed. We were wondering how can a reputed brand like Sony stop making parts of a 2018 launched TV and such a recently launched product become outdated so quickly? Then too we kept waiting and meanwhile we got in touch with the guy who had taken our TV to workshop to know the reality. He said he is not working with them anymore because it was not employee friendly organization and also confided in us with the workshop location on our request. He even revealed to us that workers are not being paid well hence they just work haphazardly resulting in late deliveries.
Due to no proper clarity, we had decided to visit the workshop but then out of surprise for the first time Zopper called back saying our TV is ready and will be delivered tomorrow. We received the TV in February 2022 after 4 months and were under the impression that since it took such a long time this time it must have got repaired properly. However to our surprise, the same thing got repeated yet again within 15 days! The random lines on screen started appearing yet again! Since renovation was going on at our home, we waited for it to get completed before making a decision. Meanwhile during renovation, we also got all electric sockets checked for any electricity fluctuation just to be sure that it might not be the reason for our TV's problem. However electricians checked everything properly and assured that everything is fine and no fluctuations are there. Finally we decided to call Zopper. But seems now they have unregistered our number! We are not able to speak to any representative because it says that the mobile no. is not registered with any product! Hence with no other option, we called Sony Customer Care on 27th April 2022 and told them everything and since it was out of warranty, we also agreed to bear any repair charges. As already 8 months had passed now.
Sony person came and inspected and found that Zooper had make no replacements or anything as the barcodes on parts as as is. The guy also clarified that third party vendor in this scenario can never take the TV with them for any repair works but they vendor should instead contact the parent brand, Sony here for any repairs or replacements.
This was another breach by Zooper.
Sony guy inspected and found that display unit needs to be replaced and 11430 is the cost. We anyways wanted to have TV working and had no option so asked him to replace the part.
TV is working fine now. The Sony representative called exactly after two days on 29th April replaced the necessary things, changed the display panel in front of us and also gave official warranty of 1 year. This is the service I like and always trust reputed brands like Sony.
Hence, it is a request to kindly refrain from buying services from Zopper because like me, tomorrow you might be a victim of the same fraud."
I wasn't aware of this drama at all.
- The question is, as we already paid for 5 yrs extended warranty to Zooper while purchasing the tv, shouldn't had Sony instead asked aka charged the amount to Zooper in this regards rather than passing the bill on us?
- Can we ask Zooper to compensate for the amount + extended warranty money + harassment for these 8 months by sending them consumer forum notice etc. ? They clearly foul played here by plainly denying services and removed our no. from their database een when warranty rom their ends is still valid till year 2025.
- Can this be done mere filing a case online on these portals?
Cant let them roam freely around looting more customers.
Indian Consumer Complaints Forum
Information for consumers regarding fraud and scam companies. Complaint registration.
www.consumercomplaints.in
Can this be escalated to Sony India, anyone who can advice as I think Sony shouldnt had charged us at all when Zooper still exists who is the extended warranty vendor here.
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