[Resolved] Sony India — Accidental Warranty

shoeb47

from Pune, Maharashtra

Address:

Pune, Maharashtra

Hi All, A request to the stakeholders/Top notch players: Kindly go through the email to get a picture of what is happening outside your lavish offices and how the Brand’s future looks. To whomsoever responsible enough to maintain the name of the Sony Brand in the market for the customers, I must tell you that I’m utterly disappointed in the service that SONY has given me for the issue that made me contact you. I have repeated over and over again the issue that’s already mentioned in the email trail below. However I must bring this to your notice how incompetent you have been in delivering what you were meant to in terms of satisfactory customer service.This is highly unacceptable, and that too for a High end Sony Mobile Handset. This makes one doubt the promises you entrust on the customers for promoting your products. We spend our hard earned money expecting you to take care of any complications that we might face and what do we get. DISAPPOINTMENT!!! Let me bring to your notice one of the responses on the emails: “We serviced the handset FOC and it is ready with us. Request to collect. For fresh DPA, he pays 17% of MRP of his model. But we don’t recommend this.” How in the world does this seem feasible to a customer who has recently bought a new handset(still eligible for ADP) and pay an extra sum for the and buy anew handset. Height of stupidity. Refurbished products are supposed to be as good as new, not pieces of junk that you handover to the customers. And let me just mention this as well that I have still been given that same handset which was given to me earlier. Seems like it was being used to hammer nails or a job something alike. I have attached pictures for the same, there is not even a single corner of the phone which is has been chipped/damaged. I deserved my own handset being repaired and returned to me, instead. My advice is to revoke the ACP from your so called policies. It’s not worth mentioning if you aren’t going to serve the customers with that intention. Also, if you are working in the background, keep the customers informed from time to time with the updates. I didn’t even get a single response/update on the emails or calls. That’s negligence. I always liked the Sony Brand. But now with the service I’ve received; I’ve had enough. NO MORE SONY PRODUCTS EVER. You deserve a legal action.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /> Regards, Shoeb Shaikh Contact No.: [protected] From: Sanyal, Subhankar Sent: 04/08/2014 04:17 PM To: Joshi, Vikram Cc: Vijaysai, M; Bose, Meena; Buthello, Allwyn; Chauhan, Priyank;Kansara, Chaitanya Subject: FW: TMC 1-[protected] Weserviced the handset FOC and it is ready with us. Request to collect. Forfresh DPA, he pays 17% of MRP of his model. But we don’t recommend this. ================= BestRegards SubhankarSanyal ================= From: Joshi, Vikram Sent: 31 July 2014 17:08 To: Sanyal, Subhankar Cc: Vijaysai, M; Bose, Meena; Buthello, Allwyn; Chauhan, Priyank;Kansara, Chaitanya Subject: FW: TMC 1-[protected] Dear Sanyal San, This is SID IW set, Customer is not satisfied withproduct quality. · In past Customer had reported Back cover damagedfor the HS. · We replaced with a DPA set under ADP policyon 16 Jun 2014. · Customer did not accept received replacementDPA set as minor dents were visible. (Pictures attached FYR) · Somehow we convinced customer to collect theset on 07 Jul 2014. · After collecting HS, customer foundelectrical issue within 1 week of collection. (Issue – Set was vibratingautomatically while set is in idle mode) Set was submitted again and same is now repaired by HVC. Present case Details : Model no – C6902 -Xperia Z1 IMEIno. - [protected] DOP - 05 Jan2014 WOno. - W[protected]/ 15 Jul 2014 Symptoms - AUTOVIBRATION OFF CALLING, HEADPHONE JACK ISSUE & BATTERY NOT CHARGE PROPER Repair Action - Set repaired through HVC-Pune &Main board replaced. (new IMEI no. [protected]) Repair History : WOno. - W[protected]/ 29.05.2014 IMEIno. - [protected] Symptoms - Back Paneldamage Repair Action - DPA swap given with IMEI no.[protected] under ADP policy Delivery date - 07 Jul2014 HS is ready for delivery since 22 Jul 2014 but nowcustomer is not ready to collect. Escalated to Servicehead ID. Customer is demanding only for new replacement set. We softly denied & explained to him that electricalfailure has been reported of the first time. VOC - Replaced DPA HS (Factory reconditioned) setwas repaired one & was defective within 1 week only. Hence does not trustproduct. Request to kindly advice if we can offer to exchange setwith new set through portal. Regards, Vikram Joshi [protected] From: Bose, Meena Sent: 31 July 2014 11:16 To: Joshi, Vikram; Kansara, Chaitanya Cc: SID CInteraction; Vijaysai, M; Buthello, Allwyn; Dharve, Nilima(CH); Rajoria, Nitin (CH); Mandal, Tapan (CH) Subject: RE: TMC 1-[protected] STATUS? Regards, ********************************************************************************...⇄ Meena Bose Customer Centric Division Sony India P. Ltd. | A-31, Mohan Co-operative Industrial Estate |Mathura Road | New Delhi -110 044 |India |Directline:[protected] |Handphone: [protected]|Meena.[protected]@ap.sony.com <?xml:namespace prefix = v ns = "urn:schemas-microsoft-com:vml" /> From: Bose, Meena Sent: Wednesday, July 30, 2014 10:57 AM To: Joshi, Vikram; Kansara, Chaitanya Cc: SID CInteraction; Vijaysai, M; Buthello, Allwyn; Dharve, Nilima(CH); Rajoria, Nitin (CH); Mandal, Tapan (CH) Subject: FW: TMC 1-[protected] Pl check this and revert. Regards, ********************************************************************************...⇄ Meena Bose Customer Centric Division Sony India P. Ltd. | A-31, Mohan Co-operative Industrial Estate |Mathura Road | New Delhi -110 044 |India |Directline:[protected] |Handphone: [protected]|Meena.[protected]@ap.sony.com From: Wong, Clarence [mailto:Clarence.[protected]@sonymobile.com] Sent: Wednesday, July 30, 2014 7:27 AM To: Bose, Meena; SID CInteraction Subject: TMC 1-[protected] Hi Meena, Please handle this TMC. Thanks! Clarence [protected][protected] From: Shoeb Shaikh [mailto:shoeb.[protected]@gmail.com] Sent: Tuesday, July 29, 2014 2:51 AM To: pachade; Kansara, Chaitanya; Joshi, Vikram; kunimasa.[protected]@sonymobile.com;Global.[protected]@sonymobile.com;Mehta, Pooja; Pandit, Charu Cc: pcsupport. sonypune; [protected]@yahoo.in Subject: Re: Sony Xperia Contact Center, Service Request: 1-[protected] Hi All, This is getting ridiculous now; gettingthrown from one point to other without any results. this has been going on foralmost two months now. And on top of that anyone who should be responsible forcommunicating the update on this situation doesnt seem it fit in his/herposition to respond to the numerous emails that i have been sending towards youall. Today I called up the service center once again with the reponse beingthat i'll get the same damaged handset as the replacement that i was givenearlier. Let me make it clear once and for all: I WANT A REPLACEMENT THATSAS GOOD AS THE HANDSET I HAD SUBMITTED FOR REPLACEMENT., no compromises inthat. if that doesnt go though your hard skulls, not my problem. I claim thathandset based on the policy i that was in effect during the time i submittedthe handset.I dont care if you keep changing policies everytime a customercomes for a claim of some sort. If you arent capable of handling thesesituations, might as well shut down and open some con business that will suityou well. If you dont have a solution, atleast point me in the right directionso that i'll be out of your way for your own good. Today one of the store managerManish ask me to reply on this mail and mention me not accepting the pathetichandset that you give me for the replacement. So the above is in regards tothat.I've been told by one of the executives ANKUSH (based in Pune) that thiswill be escalated to the respective leads. On getting no response he told methat the handset is the only replacement i'll get whatever be the case. Onasking for the escalation points so that i could escalate it myself i wasdenied that favor as well. You better come up with the solutionin your reply or be ready to face the consequences. I'm already in process offiling a case against you in this regard. so dont be surprised if you recieve alegal notice anytime soon. and dont play innocent after you do. I have theproof of your so called innocence. Thanks for the Pathetic Service andSupport. I'll make sure your reputation is flushed down the drains via mychannels. Hope you go out of Business soon. On Mon, Jul 21, 2014 at 12:33 PM, Shoeb Shaikh <shoeb.[protected]@gmail.com>wrote: Hi, Is there any update on my On Jul 19, 2014 12:55 AM, "Shoeb Shaikh" <shoeb.[protected]@gmail.com> wrote: > > Hi, > > This is in response to the mail sent from the Sony Center here in Pune (AtAshoka Mall, opposite Sun and Sand Hotel). I am having trouble trying to understandwhat he intends to convey. However, here is the issue. > > I placed a request with you guys a couple of months back to ask for areplacement of my Sony Xperia z1 (As under the damage protection plan). I wentto the Sony Centre here in Pune to pick up my replacement, however was offereda phone which was physically damaged and unacceptable as I have mentioned in mymail before to the service centre which the Sony service center people thoughtit’s a waste for them and did not even feel to get back on it anytime infuture. I asked for another phone and was not given a resolution for almost 20days and was treated like as if Sony does not need a customers like me who paysthem. Finally when I picked up the phone that Sony had to offer because there wasno option left for me also Ankush had given me his word that the phone which isbeen given to me is absolutely fine and is in a perfect condition. Iwonder the executive called that phone a perfect condition phone which waschipped from all the four corners and it did not took too long to show its realcolours, it had major issues within the first few days o[censored]sage. > > > 1. Battery would not charge more than 79% > 2. Problem with the sound quality and volume while using head phones. > 3. Vibrator stops working from time to time. > > I have returned that phone to the Sony centre at Ashoka Mall, Opposite Sunand Sand Hotel, Pune. I have also left a feedback saying that I want my phoneto be replaced with another phone which is in proper working condition and isnot a sad excuse for a replacement. > > > Frankly, this kind of service in highly unacceptable from a company likeSony. > > I request you to look into the matter at the earliest priority and provideme with a proper resolution and as I had mentioned before The phone I get inthe replacement should not be in any way in a condition > > evenly slightly worse than I had submitted at the Center. I'm not askingfor charity, just for what i rightfully owned and deserve in return. Kindlyfind the details of the service number below. > > (Request the authorities to go through the complete mail trail for abetter understanding of my issue which is been created not by a customer but bySony) > > > Ticket ID: [protected] > Date: 29/05/2014 > Job No.: W[protected] > Mobile No.: [protected] > IMEI no.: [protected] > > Thanks, > Shoeb Shaikh. > > > > On Thu, Jul 17, 2014 at 7:02 PM, pcsupport. sonypune <pcs.[protected]@gmail.com>wrote: >> >> >> >> Dear Sir, >> >> Plz. find the same call detail 1st time customersummit his handset in ASC work order no is W[protected] it is ADP case sonygive the refurbish handset but handset physical condition is not good customernot ready to collect handset ankush request the customer after 15 days customercomes to ASC & collected the handset but within 7day handset make someproblem his against comes to service center & log the call new work orderno is W[protected] But customer is not ready to repaired his handset he wantreplace the same handset to sony >> customer is very Escalated the call so plz. give the solution toclosed the case. >> IT IS VERY SERIOUS CASE, PLZ CHECK AND RESOLVE THE CASE, PRIORITYBASIS... >> >> >> >> >> Thanks & Regards >> PC Support >> Pune >>> -----Original Message----- >>> From: shoeb.[protected]@gmail.com >>> Sent: 30/06/2014 18:51:53 >>> To: [protected]@ap.sony.com;questions.[protected]@support.sonymobile.com >>> Cc: [protected]@hotmail.com;[protected]@gmail.com >>> Subject: Accidental warranty Ticket ID: [protected] >>> >>> To whomsoever this may concern >>> >>> Please be aware that is the final email I'll be drafting with therequest for the claim of my Sony Xperia Z1 that i had submitted for replacementunder the >>> >>> accidental damage cover. What I have been provided with has beento the worst of my experiences i have had with any product based company. It'sbeen almost >>> >>> a month and all I hear from you is that it will take some moretime; where the issue could have been resolved in the first attempt of thereplacement. >>> >>> However, it seems that you don't bother to care about a customerwho is the sole reason for your products to be staying in the market. Rememberthat it >>> >>> takes one rotten apple to spoil the whole lot. i hope you get mypoint considering that you are literate and smart enough to understand what i'mtrying to >>> >>> get at. >>> >>> I had submitted my phone at the service center on 29th-May-2014and was given a timeline of 15 working days which seems like a generalworkaround for a >>> >>> replacement or repairing, whatever be the case. When I went to theservice center to collect my phone i was handed a phone that was even in aworse possible >>> >>> condition that i could have ever imagined it to be. Atleast havethe decency of doing a business fairly infront of a customer even if you tendto be >>> >>> dishonest behind his/her back. After denying to accept the phonewhich i was offered, i was told that i was to accept whatever being providewith. Do you >>> >>> think we are begging at your doorstep, and will walk away withwhatever you feel is good for us? what gives you that right? we have a right, and we are at >>> >>> your door for that only. nothing more, nothing less. >>> >>> I have also lodged a complained with the customer care; however, whatever i try to do doesn't seem to make any difference here as if i'm talkingto some >>> >>> dumb animals. you have already tried my patience here. >>> >>> Mark my words when i say that i'm not going to stop here. this isgoing to get escalated so that i get what i expect and you learn your lesson. Ihave >>> >>> copied my lawyer in this email as well for future references incase you plan to behave the way you have been doing. >>> >>> I expect my phone to be replaced by the end of this week or i'llbe taking this legally against your company. And this is not all, all the timethat has >>> >>> been wasted with your needs to be added on my accidentalcover warranty. The phone i get in the replacement should not be in any way ina condition >>> >>> evenly slightly worse than I had submitted at the center. I'm notasking for charity, just for what i rightfully owned and deserve in return. >>> >>> I hope you deal with this fairly and keep up with your reputationin the market as it is and retain the trust with your customers. >>> >>> Below mentioned are the details from the Service Job Sheet: >>> >>> Ticket ID: [protected] >>> Date: 29/05/2014 >>> Job No.: W[protected] >>> Mobile No.: [protected] >>> IMEI no.: [protected] >> >> >> > Hi, Is there any update on my case? Regards, Shoeb Shaikh. This email is confidential and intended only for the use of the individual orentity named above and may contain information that is privileged. If you arenot the intended recipient, you are notified that any dissemination, distribution or copying of this email is strictly prohibited. If you havereceived this email in error, please notify us immediately by return email ortelephone and destroy the original message. - This mail is sent via Sony AsiaPacific Mail Gateway.

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Aug 14, 2020

Complaint marked as Resolved