[Resolved] Sony Ericsson / W580i — Faulty Product & Bad Customer service | |
The Phone has major issue's with its motherboard and display. I purchased a W580i on June 25, 2008. Just a day after I bought it most of my collegues told I should'nt have bought it. I did'nt take it seriously then since my piece seemed to work fine. One of my friends did tell me that she had an experience with the handset and knew for first hand that the handset was'nt good. I could'nt ignore her when she told me that her phone had developed display problems and eventually she had to get the motherboard replaced. All this withen first month of purchase. Now I know atleast three other friends who went through the same trouble withen 3 months of purchasing the handset. So when My phone developed issue's with the speaker (withen 20 days of purchase) I wasted no time in returning the handset to the Andheri Service Center (ACCEL FRONTLINE LIMITED) for replacment. I deposited my cell phone with ACCEL FRONTLINE LIMITED on July 17, 2008. Since they did not consider replacement over a speaker issue. I raised a complaint with Sony Ericsson soon after. But it seems Customer Service and SE* are two different entities who dont know each other. My complaint was raised on June 21st 2008 and since then they have been asking me to call after two days as they have not recieved any feedback from the service center. Out of frustration when I asked for floor supervisors I was either placed on long holds or hung up on. I did manage to speak to Manish, Nilesh and Vijay Sharma on other occasions. But on subsequent follow ups they all turned out to be non existent entities. The customer care associates told me there are no floor supervisors with that name in Sony Ericsson. Meanwhile towards July end I got a call from ACCEL's chennai head office stating that the phone has been repaired, Since my complaint with Sony Ericsson was still unresolved I decided to wait and collect it later. Mean while there was'nt much happening from Sony Ericsson Customer Care end. Does'nt look like they cared really, I was still being asked to call after two days. With Sony Ericcson these two days just did'nt seem to end. Because the calls to Customer care were'nt bearing any fruit I email at questions.[protected]@support.sonyericsson.com . Three emails sent in the last one week and still no reply. I've learnt to expect this from Sony Ericsson now. Yesterday on August 08, 2008 out of frustration I decieded to go back to ACCEL and pick up my handset understanding very well that SE* would'nt care much about its customers after pocketing our money. What happened at the Service Center inspired me to write this review. I noticed that all the service center executives were using cell phones deposited by customers for serving. I know this because all these phones had stickers with complaint numbers on them. That apart when I asked for my handset I was told it was'nt ready. Shocked I reminded them that I had a call last week from them asking me to collect the handset. they refused this saying that the handset was never ready since they are still waiting to get the replacment motherboard (2nd Shock) from SE*. Three questions : 1. Why did ACCEL Channai ask me to collect the handset if its not ready? 2. Why was I never informed about this motherboard issue? 3. If its really a motherboard issue, After have the handset for over 20 days why are they still waiting for the replacment? ACCEL has asked me to check on the handset after a week. Meanwhile SE continues to ignore my emails. Not single email since the complaint was initiated on July 21, 2008. Was this information helpful? | |
Aug 14, 2020 Complaint marked as Resolved | |
 4 Comments | |
Comments
to questions.[protected]@support.sonyericsson.com
dateTue, Aug 19, 2008 at 7:58 PM
subjectRe: Case : 72416180
mailed-bygmail.com
hide details 7:58 PM (13 minutes ago) Reply
Hi,
What commitment are you talking about? You take 20 days to reply on a mail that was fowarded 5 times to you and you say thats commitment.
Ever since I bought this handset it has spent more time with you then with me. When I first deposited the handset with ACCEL they asked me to collect it in 4 days. Now its over a month since my phone is with them. Last when I visited on August 08, 2008, they asked me to collect my handset next week. Now 10 days after that you write to me asking me for some more time. And for what? Repairing the handset?? Who wants a repaired piece? I did'nt pay 10 K for a second hand piece. I want a refund all expenses (cost including taxes paid). I wanted to be compensated for all calls I was placed on hold / hung up on, All the fruitless trips I made to ACCEL. All the false promises Sony Ericsson made.
Thank you for nothing so far.
Rogaciano Fernandes
On Tue, Aug 19, 2008 at 5:05 PM, <questions.[protected]@support.sonyericsson.com> wrote:
Dear Mr. Fernandes,
Thank you for contacting Sony Ericsson on World Wide Web.
Sony Ericsson is a customer driven organization, committed to delight the customers. We make a conscious effort to meet our consumer's expectations.
This mail is with the reference to your complaint regarding Sony Ericsson handset W580i. We sincerely apologize on behalf of Sony Ericsson for all the inconveniences caused to you. We would like to inform you that we got the feedback that parts are not available in stock. So, we request you to kindly wait for some more time. We will surely get back to you with the best possible solution.
I would like to assure you that our endeavor is to provide you quality service and your feedback will help us in improving our service further.
In case of further query, please feel free to contact, we will be more than happy to assist you.
39011111
(Prefixed by STD code of your city (From Mobile or non-BSNL/non-MTNL No.)
[protected]
(Toll free number from BSNL & MTNL)
You may also visit our website: www.sonyericsson.com to know more about Sony Ericsson Products.
Warm Regards,
Vijay
Sony Ericsson Customer Care
The details of this case are as follows:
Case: 72416180
Engineer: Achit Mathur
CaseOpened: 31/Jul/2008 09:14:32
Old emails:
Email:
To: questions.[protected]@support.sonyericsson.com
From: Rogaciano Fernandes rogaciano.[protected]@gmail.com
Hi,
I, Rogaciano Fernandes bought two Sone Ericsson cell phones (W810i & W580i) on June 25, 2008. Although I was told by the dealer that the speaker output of W58i is better than W810i when I started using the phones I noticed it was'nt the same. The sound output of W810i was much better than the W580i, since I was'nt interested in using the speaker mode so much I did'nt bother about that. However after a few days I noticed that when the cellphone rang the sound was cracking. My work enviroment allows me to keep the Cell phone on only on silent mode so I did'nt realise this earlier.
As soon as I noticed this flaw I took the piece back to the dealer and he assured me that it would be replaced and advised me to deposit the cell phone at ACCEL FRONTLINE LIMITED.
I immediatly deposited my cell phone at Accel Frontline as directed on July 17, 2008 at 16:53 PM. Therafter I placed a complaint with Sony Ericsson (SE[protected] to ensure that my phone is replaced A.S.A.P. And I am throughly disappointed by the way my complaint has been handled. Last week I recieved a call from Accel informing me that the phone has been repaired when I had asked for a replacment. Also when I call SE customer care they keep asking me to callback after two wrking day. Its been over ten days now. When I ask for a floor supervisor I am either hung up on or just placed on hold. I been on hold once for
over one hour waiting for Jeetendra, who I was told was the floor
Supervisor. I did manage to speak to Manish, Nilesh and Vijay Sharma on other occasions. But on subsequent follow ups they all turned out to be non existent entities. Your customer care associates told me therE are no floor supervisors with that name in Sony Ericsson. That means a lot of people representing Sony Ericsson have been dishonest with me, starting with dealer who assured me that the cell phone would be replaced right to the cusomer care associates and so called floor supervisors who I doubt even exist.
I did'nt pay all this money to be treated this way. I dont care about my cell phone but I definatly expect an apology for this kind of customer treatment. If that does not happen I will be forwarding my complaint to the Natianal consumer Forum.
--
Thank you & Regards.
Rogaciano Fernandes.
wAiT fOr mOrE
dateTue, Aug 19, 2008 at 7:58 PM
subjectRe: Case : 72416180
mailed-bygmail.com
hide details 7:58 PM (13 minutes ago) Reply
Hi,
What commitment are you talking about? You take 20 days to reply on a mail that was fowarded 5 times to you and you say thats commitment.
Ever since I bought this handset it has spent more time with you then with me. When I first deposited the handset with ACCEL they asked me to collect it in 4 days. Now its over a month since my phone is with them. Last when I visited on August 08, 2008, they asked me to collect my handset next week. Now 10 days after that you write to me asking me for some more time. And for what? Repairing the handset?? Who wants a repaired piece? I did'nt pay 10 K for a second hand piece. I want a refund all expenses (cost including taxes paid). I wanted to be compensated for all calls I was placed on hold / hung up on, All the fruitless trips I made to ACCEL. All the false promises Sony Ericsson made.
Thank you for nothing so far.
Rogaciano Fernandes
On Tue, Aug 19, 2008 at 5:05 PM, <questions.[protected]@support.sonyericsson.com> wrote:
Dear Mr. Fernandes,
Thank you for contacting Sony Ericsson on World Wide Web.
Sony Ericsson is a customer driven organization, committed to delight the customers. We make a conscious effort to meet our consumer's expectations.
This mail is with the reference to your complaint regarding Sony Ericsson handset W580i. We sincerely apologize on behalf of Sony Ericsson for all the inconveniences caused to you. We would like to inform you that we got the feedback that parts are not available in stock. So, we request you to kindly wait for some more time. We will surely get back to you with the best possible solution.
I would like to assure you that our endeavor is to provide you quality service and your feedback will help us in improving our service further.
In case of further query, please feel free to contact, we will be more than happy to assist you.
39011111
(Prefixed by STD code of your city (From Mobile or non-BSNL/non-MTNL No.)
[protected]
(Toll free number from BSNL & MTNL)
You may also visit our website: www.sonyericsson.com to know more about Sony Ericsson Products.
Warm Regards,
Vijay
Sony Ericsson Customer Care
The details of this case are as follows:
Case: 72416180
Engineer: Achit Mathur
CaseOpened: 31/Jul/2008 09:14:32
Old emails:
Email:
To: questions.[protected]@support.sonyericsson.com
From: Rogaciano Fernandes rogaciano.[protected]@gmail.com
Hi,
I, Rogaciano Fernandes bought two Sone Ericsson cell phones (W810i & W580i) on June 25, 2008. Although I was told by the dealer that the speaker output of W58i is better than W810i when I started using the phones I noticed it was'nt the same. The sound output of W810i was much better than the W580i, since I was'nt interested in using the speaker mode so much I did'nt bother about that. However after a few days I noticed that when the cellphone rang the sound was cracking. My work enviroment allows me to keep the Cell phone on only on silent mode so I did'nt realise this earlier.
As soon as I noticed this flaw I took the piece back to the dealer and he assured me that it would be replaced and advised me to deposit the cell phone at ACCEL FRONTLINE LIMITED.
I immediatly deposited my cell phone at Accel Frontline as directed on July 17, 2008 at 16:53 PM. Therafter I placed a complaint with Sony Ericsson (SE[protected] to ensure that my phone is replaced A.S.A.P. And I am throughly disappointed by the way my complaint has been handled. Last week I recieved a call from Accel informing me that the phone has been repaired when I had asked for a replacment. Also when I call SE customer care they keep asking me to callback after two wrking day. Its been over ten days now. When I ask for a floor supervisor I am either hung up on or just placed on hold. I been on hold once for
over one hour waiting for Jeetendra, who I was told was the floor
Supervisor. I did manage to speak to Manish, Nilesh and Vijay Sharma on other occasions. But on subsequent follow ups they all turned out to be non existent entities. Your customer care associates told me therE are no floor supervisors with that name in Sony Ericsson. That means a lot of people representing Sony Ericsson have been dishonest with me, starting with dealer who assured me that the cell phone would be replaced right to the cusomer care associates and so called floor supervisors who I doubt even exist.
I did'nt pay all this money to be treated this way. I dont care about my cell phone but I definatly expect an apology for this kind of customer treatment. If that does not happen I will be forwarding my complaint to the Natianal consumer Forum.
--
Thank you & Regards.
Rogaciano Fernandes.
wAiT fOr mOrE
Here's more on your commitment stuff.
I called ACCEL on August 20, 2008 at 11:30 AM and they informed me that the Phone was ready and I could collect it. Considering how frustrating your custormer service is and understanding very well now that a customer should not expect much from Sony Ericsson once he has paid for the phone, I thought of getting my phone back from ACCEL. So on August 21, 2008 I went to ACCEL to collect my phone. After waiting for over 01 hour (Besides the 01 month that I had already waited for) when I finally got my phone back I found how used and worn out it looked. The keys have become loose and the panel seemed out of place. The blue tooth funtion ain't working too. And on all this there was a sticker there which said "TESTED". Who tested it and what did he test? When I asked to speak to some one from Sony Ericsson. They said theres no one from Sony Ericsson there. No wonder their service sucks.
The state that hand set is in. I dont want it back. Please arrange for a refund.
I'd be happy with just that.
I called ACCEL on August 20, 2008 at 11:30 AM and they informed me that the Phone was ready and I could collect it. Considering how frustrating your custormer service is and understanding very well now that a customer should not expect much from Sony Ericsson once he has paid for the phone, I thought of getting my phone back from ACCEL. So on August 21, 2008 I went to ACCEL to collect my phone. After waiting for over 01 hour (Besides the 01 month that I had already waited for) when I finally got my phone back I found how used and worn out it looked. The keys have become loose and the panel seemed out of place. The blue tooth funtion ain't working too. And on all this there was a sticker there which said "TESTED". Who tested it and what did he test? When I asked to speak to some one from Sony Ericsson. They said theres no one from Sony Ericsson there. No wonder their service sucks.
The state that hand set is in. I dont want it back. Please arrange for a refund.
I'd be happy with just that.
What is the meaning of warranty, customer support and service?SES08SYS 13115
I went there on 20th september.
They assured me that they would raise a spare request as they were running short of spares.
Approximate delay they told was 2-3 weeks.
After 1 month, on 18th October I went there again. Still the spare was under construction. I feel it had to be manufactured in china or some other country and to ship here once an order is placed. Even then 64 days is too long.
My warranty was expiring and they told me that it is better to enter the handset as a live call so that spare will come instantly.
So i left the set there and i got a service request form. My request no is SES08SYS 13115 entered on 18-Oct-2008 at 3:59PM.
Complaint was Keys not working. Their analysis was Bonzer flex faulty.
Being an Electronics Engineer, i have some idea of the things they are telling me. It seems that my phone had a non-dotted connector and now as it is not available both the hinge assembly and the dotted flex have to be replaced. It cost ~2, 500/- and it was clear that if i spend the sum at that time i could have got the spare on the spot.
When I called there on 6th November they again told some other excuses.
On 11th Nov when i called, they insulted me. After asking who was calling, the put the receiver down. No reply for 2-3 minutes.
Is this the way you are treating the customers.
2 months for a handset to be repaired. It is horrible.
I want to know clearly, whose irresponsibility troubled me. Whether it is Sony ericsson or your Trivandrum franchisee.
I logged there on 18th September. So pls tell me when they raised the spare request?
Why the spare is available for out warranty cases? How many similar cases both warranty and outwarranty cases they delivered during this period?
Why this much delay had been occurred?
Who is responsible for this?
Is this the way a prospective, potent, sensible and genuine customer is being serviced?
Don't you understand what market forcasting is, what knowing the needs and identifying customer etc.
What compensation are you giving me?
I can speculate that when you contact them they'll tell some excuses and send some manipulated reports.
I tell you they are simply making money at your expense and your name is being used for the same.
Anyhow i want to know your response and what action you are going to take against them. After knowing that only I've to take a decision.
I'm an IT professional working, Trivandrum.
I don't have time to follow them up or you.
But the situation highly necessitates that i must go to consumer court and/or Lokayukta.
Also an orkut community and a blogsite have much to do with the mileage and glamor of W580i and also Sony ericsson.
Do you openly agree that the connector used in old W580 is faulty?
What is the difference between dotted and non-dotted bonzer flex used in w580i? Requesting you to provide me with a new phone, if this one can't be repaired in the warranty period.
I called up[protected] and to my surprise, they gave me a reply telling that the issue would be resolved in 24 business hours(good terminology) Well, it's been a week after that, and i assume, their business is stopped ever since then. Complaint ID is SE 750_7612. I re-raised the same complaint, and yet to receive any response.
I went there on 20th september.
They assured me that they would raise a spare request as they were running short of spares.
Approximate delay they told was 2-3 weeks.
After 1 month, on 18th October I went there again. Still the spare was under construction. I feel it had to be manufactured in china or some other country and to ship here once an order is placed. Even then 64 days is too long.
My warranty was expiring and they told me that it is better to enter the handset as a live call so that spare will come instantly.
So i left the set there and i got a service request form. My request no is SES08SYS 13115 entered on 18-Oct-2008 at 3:59PM.
Complaint was Keys not working. Their analysis was Bonzer flex faulty.
Being an Electronics Engineer, i have some idea of the things they are telling me. It seems that my phone had a non-dotted connector and now as it is not available both the hinge assembly and the dotted flex have to be replaced. It cost ~2, 500/- and it was clear that if i spend the sum at that time i could have got the spare on the spot.
When I called there on 6th November they again told some other excuses.
On 11th Nov when i called, they insulted me. After asking who was calling, the put the receiver down. No reply for 2-3 minutes.
Is this the way you are treating the customers.
2 months for a handset to be repaired. It is horrible.
I want to know clearly, whose irresponsibility troubled me. Whether it is Sony ericsson or your Trivandrum franchisee.
I logged there on 18th September. So pls tell me when they raised the spare request?
Why the spare is available for out warranty cases? How many similar cases both warranty and outwarranty cases they delivered during this period?
Why this much delay had been occurred?
Who is responsible for this?
Is this the way a prospective, potent, sensible and genuine customer is being serviced?
Don't you understand what market forcasting is, what knowing the needs and identifying customer etc.
What compensation are you giving me?
I can speculate that when you contact them they'll tell some excuses and send some manipulated reports.
I tell you they are simply making money at your expense and your name is being used for the same.
Anyhow i want to know your response and what action you are going to take against them. After knowing that only I've to take a decision.
I'm an IT professional working, Trivandrum.
I don't have time to follow them up or you.
But the situation highly necessitates that i must go to consumer court and/or Lokayukta.
Also an orkut community and a blogsite have much to do with the mileage and glamor of W580i and also Sony ericsson.
Do you openly agree that the connector used in old W580 is faulty?
What is the difference between dotted and non-dotted bonzer flex used in w580i? Requesting you to provide me with a new phone, if this one can't be repaired in the warranty period.
I called up[protected] and to my surprise, they gave me a reply telling that the issue would be resolved in 24 business hours(good terminology) Well, it's been a week after that, and i assume, their business is stopped ever since then. Complaint ID is SE 750_7612. I re-raised the same complaint, and yet to receive any response.
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Sony Ericsson/w580i — non replacement of faulty spare in warranty period
Regarding my sony ericsson w580i handset which was purchased on 5th nov 2007 from "The mobile store" palarivattom, cochin, kerala had a problem on the display when took to the sony authorised service centre "Accel frontline ltd" on 6th june 2008 was rejected due to the reason that the display has to be changed coz of corrossion on pcb board which doesnt come under the warranty and the replacement of the faulty parts will be payable.is it that sony ericsson is not at all responsible for there products or is it the service centre guys trick to earn and the service guys tells all stories regarding the fault which was observed.
please help.