[Resolved]  Sony Ericsson Xperia X10 Black Phone — Grievance against the after sales service for SONY Xperia X10

Address:

Mumbai Suburban, Maharashtra

TO WHOMSOVER IT MAY CONCERN

I work with a legal firm in Mumbai and this is a grievance I want to raise after much long agitation with the phone I had sent for service due to charging disfunctionality on my less than a year old SONY XPERIA X10 (Black) Phone. You can get the details about the phone on the attached service copy.
It is a much unpleasant experience for a true Sony customer. The customer service at 1800 number name Arvind gave me the worst possible attention to my queries when I called to confirm the status and the position of my phone(This was June 7th 2011, 4:10 pm). The Escalation point when asked to the contact center representative he just feverlessly disconnected my call; I never bother to callback again.
I got the CC no from the Vashi, Navi Mumbai Service Centre when after continuous follow up I did not get the favored reply and they routed me to the Customer contact centre finally for rescue.
I was using two different no on my two different phones (One business, one personal) before the second phone Xperia X10 started giving me problems. The phone was not at all charging and so I went to check this phone on Tuesday the 17th May at 6:25 pm and they told me that they cannot take my call as the service centre is closed for any further service calls (Working Hours for Vashi are 10 AM to 6:30 PM, Monday to Saturday). I had my patience and again gave a visit to the Vashi service centre on Saturday 21st May 2011 at 12:30 PM. They environment was very lousy and they prepared my service sheet after 30 min with the inference that the Motherboard is faulty and needs to be replaced. The Front Service desk Rep at the service center Mz Archana told me that this will take them at least 7-8 working days. After asking if I can get some stand by phone during the period to use, they told me that the company do not have or carry such policies for stand by phones. I BUYED IT! And walked away.
I was having an old phone with me to rest my SIM card for 7-8 days from there. I was waiting for some update which I never received and finally I called the service centre and they told me that the part is not available and this is going to take more days. I am following up this issue since then and i am always getting the answer that the phone is not serviced yet. I don’t understand if this is a new phone in the market why the service delivery is hit if the part is missing. When we create new products we also create their new spares.
TOP OF that there are no service charters (SLA) prepared for service centre which indicates the replacement/ damaged and giving the approximate time for resolution. If already there why is it not mentioned clearly on the service sheet and if not who pays the penalty?
Lot of my business opportunities are hindered after the loss of this phone. It is a huge buck loss for me every day.
I love the phone and I want it back to save my time and improve my lifestyle.
Please let me know who can give me proper replacement for my phone. I need it badly. Rest is on you people and my next move to buy other phone.

Thank you
Prasad Chandrankant Desai
Cell: +91 [protected]
Cell : +91 [protected]
Business : [protected]@pharmanet.com

Details:
SONY XPERIA X10
WorkOrder No : SE[protected]
IMEI NO : [protected]