[Resolved]  Sony Xperia Service — No deadline for releasing replacement letter

Address:

Pune, Maharashtra

I bought newly launched Sony Xperia Tipo (ST21i) on 16th Sep 2012 from Mobile Store in Aundh. On 18th Sep, I raised ticket for replacement of the handset as the handset was having touch dropping, battery heating, hanging problems. Since 18th Sep, I am waiting for DOA letter from the service center.
1. (18th Sep 2012) The service center manager told me that when he enters the SIN of the handset in the system, the system is showing it as unauthorised sale of the device. Reason that he told me is that the distributor who gave the stock of handsets to Mobile Store has not yet entered the handset details in the system. It will take 2 days of time to get the DOA letter.
2. (19th Sep 2012) - Service center closed on account of Ganesh Chaturthi in Pune.
3. (20th Sep 2012) - They are saying that there is some problem in the system as there is new system is recently set for India division customer service and the DOA letter is getting rejected. They sent rejected DOA letter copy to the Mobile store. I went to mobile store and met Mr. Rakesh Singh, the Sony distributor for Pune. He assured me that the DOA letter will be received on 21st Sep before lunch.
4. (21st Sep 2012) - Friday whole day I was chasing Mr. Rakesh Singh, Mr. Rohit Kulkarni for the approval. After lunch, Rohit Kulkarni gave me Mr. Ashish Parekh's (Head for Sony repairs in Maharashtra) number. I talked to him, gave him the ticket number and requested him to look into this on priority. After numerous calls and chasing, in the evening he tells me that the approval is done and I can collect the letter on Saturday from the service center.
5. (22nd Sep 2012) - I went to Service center and talked to the manager and requested him to give me the print of the letter as service center is closed on 4th saturday of the month. He told me that the system is again showing the DOA request as rejected. Again I had numerous calls with Ashish Parekh. He never tells the reason why it is happening, he simply says that I will get a call from this or that person in 30 mins.
6. (24th Sep 2012)- Monday also, I called Mr. Ashish Parekh in the morning and asked him whether my case is similar to the other cases mentioned on internet. If it is so, I will have to take other actions to get my things done. So, again he said that today the letter will be in your hands. I also called Nepolian Shinde, service center manager, numerous times so that I can get clear picture of what is happening but all in vain. In the evening, Nepolian conferenced my call with Mr. Sagar where Mr. Sagar told me that I will get the letter by Tuesday afternoon anyhow otherwise he will ask the Mobile Store manager to give me the replacement.
7. (25th Sep 2012)- First I called Nepolian several times but he did not pick my call. Then I talked to Mr. Ashish Parekh for assisting me as the letter is not yet approved. As expected he told me that I will talk to Sagar and he will call you. I called up Sagar and whole day he told me that my letter is done and he will mail in 15-20 mins. Till evening, I did not receive the letter and when I again tried calling him in the evening, he switched off his cell.

Seriously, I did not expected this kind of service from such a big giant leader. I am seriously thinking of raising a case in consumer court. Please let me know what all is required for raising a case. I am sure there is no fault at my end except that I bought their product.