Bought an Expensive Sony Bravia TV? This Warranty Dispute Raises Major After-Sales Concerns

Buying a premium smartphone, laptop, gaming console or other electronic device in India is only half the experience. For many consumers, the real frustration begins when the product needs to be repaired.

A recent post by journalist Rishi Alwani has once again brought attention to the poor after-sales support in India. Alwani recently took to X claiming his ₹1,50,031 Sony Bravia television failed in the 22nd month of Sony's three-year warranty. He claims the TV had no dent, crack or scratch, but Sony classified the problem as "external damage" based on photographs shared over WhatsApp.

Sony Warranty Rejection Puts After-Sales Support Under Scrutiny

According to Alwani, Sony subsequently refused to cover the repair under warranty and quoted ₹29,130 for the repair. He also claims that the company did not show him the alleged damage that led to the warranty being rejected.

Alwani has since created a website documenting the dispute, titled "Sorry Bravia", to showcase what he says happened with his television. His post also claims that Sony is suing him for defamation.

The incident has once again raised questions about after-sales service in India, particularly when expensive consumer electronics require repairs.

Why After-Sales Support in India Is a Problem

One of the biggest reasons behind inconsistent after-sales service in India is the widespread use of third-party service providers. Several companies outsource their repair and servicing operations instead of maintaining completely manufacturer-owned service centres.

Outsourcing allows brands to establish a larger service network without investing heavily in infrastructure and staff. However, it can also create a gap between the brand and the customer.

When a product fails, customers are often directed to an authorised service centre that operates independently. This can lead to problems such as delayed repairs, poor communication, difficulty getting spare parts and repeated visits to service centres.

In some cases, customers may also struggle to get clear answers about repair timelines or warranty claims. The experience can become particularly frustrating when an expensive product spends weeks waiting for a replacement component.

Expensive Products, Poor Customer Support

The problem becomes more noticeable with premium electronics. Consumers can spend thousands or even lakhs of rupees on products, only to discover that customer support and warranty service do not match the price of the device.

This is especially problematic for products such as gaming consoles, laptops and smartphones, where a fault can effectively make an otherwise expensive device unusable.

Outsourcing itself is not necessarily the problem. Third-party service networks can work effectively when brands properly monitor them and remain accountable for the customer experience.

Brands Need to Take Responsibility

Ultimately, customers buy products from brands, not individual service contractors. If a manufacturer promises warranty coverage in India, it should also take responsibility for how that warranty is delivered.

Better after-sales service in India requires transparent repair timelines, adequate spare-part availability, trained technicians and, most importantly, clear accountability.

For consumers, the purchase decision should therefore not be based solely on specifications and price. A company's after-sales support and service network can be just as important as the product itself.