Sony Ericsson — Slackness in delivering hands free on time

Hi Sony ericsson Team,

I’m Hitesh Pande, a customer of your esteemed Phone Sony K850i which I bought from Lifestyle Hyderabad on Jan 26 2008(IMEI no: HPM-62) .I had a small problem with my hands free and since it is under warranty, I gave it your service centre at Secundrabad (Salora international Limited)on 5th Septemeber. They informed that it would take 7-8 working days and I was ok with it. When I went after 7 days, they told that there was not stock and I should came next Saturday.I was ok with it. However, when I went on 22nd Sept, I received the same reply that there was no stock. They asked me to call and check if there was stock available. This is the most disgusting customer service I have ever encountered in my life. How can some one be so insensitive in asking the customer to call and check for stock. When complained to Mr Venkat, (RM) for the centre, he was so curt and insolent towards me and took the complaint ID number and informed that he would call back in 1 hour, which he never called back( I had to call him up and he mentioned that he still have to find details).I still don’t understand how can you pay such a person to run a system. There is something wrong with the way system is running at that place. I don’t know if I’m the only person who is suffering; please fix your backyard, before you loose consumers for your product.

The following are the important points to ponder at:

 Why is there a ‘No stock’ problem arising?
 Who is responsible for this problem and what measures are being taken to make sure that customer is not inconvenienced?
 How is it impacting the revenue of the product and its brand value?
 What is the Centre head review on the action items for each individual and the time line? Is the review conducted at all or done monthly for the centre’s performance?
 Is there a back up which would ease out the problem?
 What reimbursement is being given to ensure you retain your customer?
 Do you have the problem in other customer service centre’s as well?
 How well are the executive in the centre groom/ Trained to handle the situation?
 Can the problem be fixed or given a temporary solution? what steps can be taken to ensure that this problem doesn’t arise at all?

Someone some where is not doing his job properly and if you can have an answer to the above questions, you will never facing any competition and keep the consumers happy.

I don’t want to aggravate and keep you occupied any further, however this is a real time scenario and some action is needed

‘Companies build their brand value not from idols they project, but from customers they keep’.

So long Sony Eriksson, you have a long way to go..

Regards

Hitesh Pande
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