TV extended warranty Fraud by Zopper

nRiTeCh

Skilled
Posting on behalf of my brother..

"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 Then they started giving us new excuse saying that this TV model is outdated and they were not able to get the required part hence getting delayed.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how can a reputed brand like Sony stop making parts of a 2018 launched TV and such a recently launched product become outdated so quickly?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."

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.

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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Most extended warranties are a sham. The only way they can make money is by denying repairs. The only ones that come close to being good are from the manufacturer themselves.
In this case the lines look like they were caused by loose connections between the panel and the board. There are quick and Dirty solutions that sometimes work (check YouTube, there are plenty). This is what any local guy will try to do.
What Sony has done is what most authorised service centers do. They took the risk free but expensive approach. Most of us would rather buy a new tv than spend on a new display which has no warranty.
I have no idea why you are complaining to Sony about a warranty agreement between you and someone else. Sony is not bound by that. They did their job and that's the end of that. If you want your money back, your best bet is to go to your warranty service provider and try to get them to reimburse it .
 
I have no idea why you are complaining to Sony about a warranty agreement between you and someone else. Sony is not bound by that. They did their job and that's the end of that. If you want your money back, your best bet is to go to your warranty service provider and try to get them to reimburse it .
Not complaining to Sony but per the process shouldn't it had gone through the proper process as they themselves said that zooper should have contacted sony as they are just just the middle agents.
 
Not complaining to Sony but per the process shouldn't it had gone through the proper process as they themselves said that zooper should have contacted sony as they are just just the middle agents.
Ideally yes, but check the fine print of the agreement to see if they committed to repairing via the OEM service network. They might not have, as a lot of less reputable firms use their own networks or affiliates
 
One can't expect third party warranty provider service the products through OEM unless it's something they promised in the fine print.

They should ask the zooper the warranty premium back and some compensation for keeping the TV for so long.

Also, sony guy is wrong about their products should only be serviced through them only. When you buy the product, you can repair it anywhere you like.
 
Got a whooping 23.9k worth refund from ZOPPER (SOLVY TECH SOLUTIONS PRIVATE LIMITED) after filing complaint in consumer forum. :cool:
This was the fastest justice delivered just within 72hrs! Dont know what all charges are included but it seems they levied harassment, service etc. charges.

1651839494861.png
 
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That's chappar phadke. Nice.
Interestingly the extended warranty cost was just Rs 4825 per tv.
But we attached the latest invoices from Sony as well as we paid 11.4k for the display.
So in all we got 3k more.
Really happy with the resolution.

1651843711115.png

Is consumer forum same as PGPortal?
this is where we filed the plaint.
 
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.

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.

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.
Right, so when people want to avail of extended warranty i ask them to verify who will do the work. Are they on company payroll or third party.

If its third party and if cost will be low then so will the priority to fix it and as you discovered such was the service.

It does not matter whether its Zopper or any one else you're going to get similar results. That is if any work is even done to begin with.

Extended warranty is like playing the casino. House bets nothing will go wrong, you bet opposite. Usually house wins but here your brother lost as well :sorry:

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
First time I'm hearing sockets can be responsible for electricity fluctuion. I don't think this is possible. Arcing due to loose contacts, sure.

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.
How many customers are aware of this ? Zero!

Because its in the agreement between Sony & Zopper.

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.
How much did the TV cost btw ? so as to get an idea oh how much % a replacement panel costs.

Does your brother use any kind of UPS with this TV ? I'm surprised it would break so soon.

The way this works is who will pay. If its the customer, work gets done quick. Otherwise only if its very cheap to fix.

And don't be surprised if this applies even when the product is under warranty. They will delay as much as possible so as to get you to shell out. Or sell you something new at a discount.

The very irritating part is they held on to the TV for four months :rage:
 
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How much did the TV cost btw ? so as to get an idea oh how much % a replacement panel costs.

Does your brother use any kind of UPS with this TV ? I'm surprised it would break so soon.

The way this works is who will pay. If its the customer, work gets done quick. Otherwise only if its very cheap to fix.

And don't be surprised if this applies even when the product is under warranty. They will delay as much as possible so as to get you to shell out. Or sell you something new at a discount.

The very irritating part is they held on to the TV for four months :rage:
Tv cost 38k per tv. Product bought in 2019 so oow and under zoopers extended warranty.
No ups required as no electricity issues no downtimes etc.
 
Tv cost 38k per tv. Product bought in 2019 so oow and under zoopers extended warranty.
No ups required as no electricity issues no downtimes etc.
So panel replacement is 25%

How do you convince any one to go with a branded screen like Sony when the warranty is no longer than some chinese product ? the spare part is available in this case the screen. It would not be in the case of a Chinese product, two years later.

You expect better quality from Sony and not expect the screen to pack up in just two years. I expect these failures within the first few months. Two years later is an odd one. No electricity issues, no mishandling. Still packed up. And one out of two is really lousy.

Well, this thread is a good example of how fast these matters can be resolved if addressed in the right fora. People talk about consumer rights being neglected but that amendment they made in 2019 has made a difference.

I still think it would have been better to retrieve the TV somehow and paid out of pocket to get it fixed than go through this whole affair.

TV is not an essential appliance. Just imagine the plight if it was a fridge, AC or washing machine !! extended warranty is offered for those as well.

There are only two choices in that case, pay to get it fixed from the company or try to get a rebate on a new replacement.

You would deal directly with the company not any third party.
 
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So panel replacement is 25%

How do you convince any one to go with a branded screen like Sony when the warranty is no longer than some chinese product ? the spare part is available in this case the screen. It would not be in the case of a Chinese product, two years later.

You expect better quality from Sony and not expect the screen to pack up in just two years. I expect these failures within the first few months. Two years later is an odd one. No electricity issues, no mishandling. Still packed up. And one out of two is really lousy.
It was a minor line issue and issue occurred after 2yrs and no matter you buy a Lamborghini or a shit Chinese brand, electronics can conk off anytime/doa.
Family is using Sony tvs since decades now and every stuff in my house is branded non-Chinese ones.
 
Got a whooping 23.9k worth refund from ZOPPER (SOLVY TECH SOLUTIONS PRIVATE LIMITED) after filing complaint in consumer forum. :cool:
This was the fastest justice delivered just within 72hrs! Dont know what all charges are included but it seems they levied harassment, service etc. charges.

View attachment 133505
Hey can consumer portal that means greivance rederessal forum right ? that is ingram ?
 
I can confirm that LG honors its extended warranty .Got my 55 inch oled panel replaced ,apart from that i have additional extended warranty from Vijay sales .I am tentative on vijay sales
 
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