Sony Ericsson — Corruption in Service Centres and unreliable product quality

mail written to Sony guys -

Hi,

As per your advice I had submitted my phone to your service centre - Accel Frontline Limited (Sagar Tech Plaza- B wing, Unit no. 2 &3, Andheri -Kurla Rd., Sakinaka, Andheri East. 40993000/1/2/3).

The details of the same are as follows -

Phone Model W810i
Phone submitted on 27 January, 2009
Problems - Not reading the external memory card, bluetooth connection not working for handsfree device
Phone returned on 6 February, 2009
Call no. 109533

My handset was returned to me without any repairing. They have written that they had tried to see if there were connector problems but there was no improvement and they have cited the problem as Motherboard problem. They write it as "RF Problem". They charged a service fee of Rs 225 from me.

I asked them if they could fix my motherboard and repair my phone. They answered that motherboard problems can be solved only under warranty and after that nothing can be done. I was willing to pay for it and get it fixed but they said that it cannot be done.

Now, I had bought this phone for Rs 13, 750 less than two years ago. I had bought this phone for the music, the camera and other functionalities like bluetooth etc. Now less than two years have passed and none of these things are there. I am wondering why did I spend some much money on Sony if it had to go bad in less than two years. My phone is worth not even one thousand Rupees. My phone has become useless for music, camera and bluetooth.


Now, I had earlier pointed out the calluos attitude of your service centre guys. At the counter, I came across a lot of customers whose phones were not repaired and the reason that was cited was the same - Motheboard problem. I feel very strongly that Accel guys simple charge service fees and dont repair or try hard to repair the phone. The reason being that they would not get anything extra, the extra cost of parts does not (presumably) go into their pockets. So they are least bothered. Have you got data about the number of phone which are not repaired because of "Motherboard problems". Kindly provide me with the same.


Now, if Sony doesn't own up for its phone, if its authorised service centre does not repair the phone what is the customer supposed to do. What do I do now? If you can't even support your product for even two years then why are you putting such a product in the market. If the phone is repairable during the warranty period what makes it unrepairable after that?


I would like to get my money back from Sony because they sold me a multimedia phone and it went bad in less than two years and they are not supporting it anymore.


I would also like you to look into the rampant corruption in your service centres where the sole objective seems to collect the service charges and harass the customers.


I wish to escalate this matter to the highest authorities. I had followed your advice and given my phone to your service centre. Kindly reply immediately.