Sony Xperia Mobile — Inability to repair the mobile in 1 month

Address:

Mumbai Suburban, Maharashtra

Hi,

I, Mitul Rambhia, had purchased Sony Xperia Arc S mobile on 22nd April, 2012. To buy this expensive mobile worth Rs. 24,000/-, I had to put in my entire month’s salary thinking that I had ‘invested’ that amount. But very soon I realized that it was actually ‘wasted’ and not ‘invested’.

On 11th Feb, 2013, there was some technical issue with my mobile and suddenly the display screen was blank. Even though the mobile was in working condition, I was not able to see anything on the screen. Since this was under warranty period, I went to service centre on 13th Feb, 2013 which is located in Borivali West, Mumbai and submitted my mobile to get it repaired. The executive there took down the request with ticket ID [protected] (Job number W[protected] with a promise that it would be fixed and given back to me within 2 weeks’ time. Unfortunately, I neither got any call nor any update from anyone in Sony during this 2 weeks’ duration. Hence, I visited the service centre on 27th Feb as well as 2nd March to understand the exact status of repair. I was shocked to hear the same response on both the days that my mobile’s motherboard has gone and that part is not available. It would take 8 – 10 more days to get the mobile repaired. It meant that nobody in Sony has done anything in those 2 weeks. To raise a complaint via call centre, I called up on the toll free number mentioned. Firstly, I called up on 3rd March, but to my surprise, I got the same response that the part is not available, and it would take at least 8 – 10 more days. I spoke to someone senior there, and he promised to check the details and call me back in 1 hour. But I haven’t got any call from him yet. I again called up the call centre today i.e. 12th March, and I got the same response that I need to wait for 8 – 10 more days. It seemed to me that Sony has changed its tagline and the new one is “Apologies for inconvenience caused. Please wait for 8 – 10 more days”.

I am writing this email to you with the hope that I would not get any more false promises and you would also look at the issue on an urgent basis. I also want you to keep yourself in my shoes and try to understand the pain that I must be going through while I am using some old mobile, even after spending so much. It’s been 1 month now, and there is no positive response from Sony on the problem that I am facing. Hence, I would like to request you to either give me a new mobile set which is worth the same amount or get me refund of the amount that I have paid. If you are not able to help me with that, they please keep that mobile with you, as I don’t think that Sony is capable enough to service its own product. Also want to highlight that unavailability of parts or any issues related to supply chain within your organization should not impact the customer. One disgruntled customer means losing on at least 10 times the business that you have generated. I do not have any more energy to do follow-up on this, to call up your call centre or visit your service centre.

Appreciate your earliest response on this.

Regards,
Mitul Rambhia