[Resolved]  Sony Ericsson / W580i — Refurbished spares from service centre

Dear sir,

I want to bring to your notice that Sony authorized service center or certified service in Bangalore is involved in cheating customers.

I had purchased a Sony Ericsson W580i mobile phone in Sangeetha, R T Nagar, Bangalore, in October 2007 (IMEI No-[protected]) .The phone was very well functioning for 10 months later started developing problems mainly it used to hang during receiving a call( i.e in between the call) no buttons used to work. I had to open the phone and replace the battery and restart the phone. This used to happen regularly. Later one fine day, it hung up when I replaced the battery and restarted it, it did not start, it just vibrated as usual during restarting and screen went completely blank in November 2008.

When I contacted and gave it for service in certified service center INNOVATIVE SOLUTIONS AND SERVICES, Ganganagar, Bangalore-560032, they said the problem may be just a virus. Next day they said it is due to software problem and need to reinstall the software and call me after it is ready. Three days after no response from when I approached them they said that the problem is due to liquid damage and the motherboard is damaged due to corrosion (Even though no Liquid had entered I had to accept it). As the warranty had expired by then, they said the cost of mother board would be approximately Rs 5, 000.00 and hence would not serve the purpose as new mobile of same make is around Rs 9, 000.00. Alternatively they said to get it replaced with Seconds/refabricated motherboard in market. As I was not sure about the quality they said another option of replacing by themselves with company’s discount offer. which may take some time

15 days later they called me to collect the phone, when I went to collect they tried to start the phone, it did not start. They said the phone has some charging problem and would rectify it and give the next day. Two days later they said that it was not functioning and they did send the phone to company for service i.e they said they have sent the mother board to the company and get a replacement of other mother board at 50 % discount as buy back replacement Offer from them. And cost of repair would be Rs 3, 500.00 + service charge extra. I said I did not want to get it repaired as the cost was more, then they started to discuss among themselves and said they will get it done it at Rs 3, 000 + Rs 150 service charge.

After 10 days it was not ready yet, then when again I insisted they asked to come after 3 days.
Again when I approached on[protected] they said they have received the mother board from the company same day itself and asked to wait for 1 hour. I waited they finally gave me the mobile. They billed a consolidate amount of Rs 3, 200.00 (without individual break up charges for the motherboard and service charges. and carried a warranty period of 1 month. But they offered to give a warranty period of 3 months from their side. (Bill no 342, job no –2047, New IMEI no-[protected], RF board replacement –Rs3, 200.00)

There was sticker with IMEI no of old mother board on the board, when asked he was tensed and was taken back and said new board donot come with the sticker hence they had sticked the old one and he went to remove it, but I resisted.

As I had doubt about the persons as they would give silly reasons, change their words and even tell different cost for repair though every service center do have a standard tariff charges for spares all over India and Sticker with old IMEI no on the board, I contacted other center at Malleshwaram, Bangalore and explained about the problems in the phone.

They informed me that -
1) the problem of hanging and going blank is just soft ware problem and not of the mother board,
2) There is no such offer from the company (50 % discount as buy back replacement Offer from the company)

I now know that I have been taken for a ride,
1) They have replaced the Seconds/ refabricated mother board and pocked the money or brand new mother board

2) To wood wink my eyes they have pasted the sticker with old IMEI no. though the board has New IMEI no and the sticker would serve no purpose

3) That is the reason they used to say different cost of mother board at discounted rates (50 % discount as buy back replacement Offer from the company) as I was not interested in getting it repaired at Rs 5, 000.00

4) that is the reason they used to postpone as they needed to get Seconds/ refabricated mother board

5) During Billing when receptionist asked them to give details of the board to enter in the bill, they deferred and said they will give it later and asked her to just enter the new IMEI no.

6) Though there is standard fixed charges for spares by the company of approximately Rs 5, 000.00 for the Mother board all over India, they played a game of offer with 50% cost on buy back replacement Offer from the company

7) Now again the problem repeated, i.e it hangs again during receiving a call. But rarely which occurred twice in this month. Now I understand it is the same problem and even after changing the Board the problem has recurred indicating that Problem is not in Board but of Software

I am writing it to you so I do get valid reasons for the delay and look into the cheating by the staff. Do look into when they have sent the motherboard to the company and received the replacement if at all they have sent or if they are faking.
With no response I would be left with no options to approach Consumer Court for cheating me

Dr Shashikumar
Bangalore

Ph-[protected]

[protected]
Dear Sir,

I want to bring to your notice that Sony authorized service center or certified service in Bangalore is involved in cheating customers.

I had purchased a Sony Ericsson W580i mobile phone in Sangeetha, R T Nagar, Bangalore, in October 2007 (IMEI No-[protected]) .The phone was very well functioning for 10 months later started developing problems mainly it used to hang during receiving a call( i.e in between the call) no buttons used to work. I had to open the phone and replace the battery and restart the phone. This used to happen regularly. Later one fine day, it hung up when I replaced the battery and restarted it, it did not start, it just vibrated as usual during restarting and screen went completely blank in November 2008.

When I contacted and gave it for service in certified service center INNOVATIVE SOLUTIONS AND SERVICES, Ganganagar, Bangalore-560032, they said the problem may be just a virus. Next day they said it is due to software problem and need to reinstall the software and call me after it is ready. Three days after no response from when I approached them they said that the problem is due to liquid damage and the motherboard is damaged due to corrosion (Even though no Liquid had entered I had to accept it).

As the warranty had expired by then, they said the cost of mother board would be approximately Rs 5, 000.00 and hence would not serve the purpose as new mobile of same make is around Rs 9, 000.00. Alternatively they said to get it replaced with Seconds/refabricated motherboard in market. As I was not sure about the quality they said another option of replacing by themselves with company’s discount offer. which may take some time

15 days later they called me to collect the phone, when I went to collect they tried to start the phone, it did not start. They said the phone has some charging problem and would rectify it and give the next day. Two days later they said that it was not functioning and they did send the phone to company for service i.e they said they have sent the mother board to the company and get a replacement of other mother board at 50 % discount as buy back replacement Offer from them. And cost of repair would be Rs 3, 500.00 + service charge extra. I said I did not want to get it repaired as the cost was more, then they started to discuss among themselves and said they will get it done it at Rs 3, 000 + Rs 150 service charge.

After 10 days it was not ready yet, then when again I insisted they asked to come after 3 days.
Again when I approached on[protected] they said they have received the mother board from the company same day itself and asked to wait for 1 hour. I waited they finally gave me the mobile. They billed a consolidate amount of Rs 3, 200.00 (without individual break up charges for the motherboard and service charges. and carried a warranty period of 1 month. But they offered to give a warranty period of 3 months from their side. (Bill no 342, job no –2047, New IMEI no-[protected], RF board replacement –Rs3, 200.00)
There was sticker with IMEI no of old mother board on the board, when asked he was tensed and was taken back and said new board donot come with the sticker hence they had sticked the old one and he went to remove it, but I resisted.
As I had doubt about the persons as they would give silly reasons, change their words and even tell different cost for repair though every service center do have a standard tariff charges for spares all over India and Sticker with old IMEI no on the board, I contacted other center at Malleshwaram, Bangalore and explained about the problems in the phone.
They informed me that -
1) the problem of hanging and going blank is just soft ware problem and not of the mother board,
2) There is no such offer from the company (50 % discount as buy back replacement Offer from the company)

I now know that I have been taken for a ride,
1) They have replaced the Seconds/ refabricated mother board and pocked the money or brand new mother board

2) To wood wink my eyes they have pasted the sticker with old IMEI no. though the board has New IMEI no and the sticker would serve no purpose

3) That is the reason they used to say different cost of mother board at discounted rates (50 % discount as buy back replacement Offer from the company) as I was not interested in getting it repaired at Rs 5, 000.00

4) that is the reason they used to postpone as they needed to get Seconds/ refabricated mother board

5) During Billing when receptionist asked them to give details of the board to enter in the bill, they deferred and said they will give it later and asked her to just enter the new IMEI no.

6) Though there is standard fixed charges for spares by the company of approximately Rs 5, 000.00 for the Mother board all over India, they played a game of offer with 50% cost on buy back replacement Offer from the company

7) Now again the problem repeated, i.e it hangs again during receiving a call. But rarely which occurred twice in this month. Now I understand it is the same problem and even after changing the Board the problem has recurred indicating that Problem is not in Board but of Software

I am writing it to you so I do get valid reasons for the delay and look into the cheating by the staff. Do look into when they have sent the motherboard to the company and received the replacement if at all they have sent or if they are faking.
With no response I would be left with no options to approach Consumer Court for cheating me

Dr Shashikumar
Bangalore

Ph-[protected]