[Resolved]  Sony India — Horrible After Sales Repair and Customer Service

Address:

Howrah, West Bengal

Hi This is Shovan Das (mail:[protected]@yahoo.co.in). I am from howrah, West Bengal. My complaint is writtent below I bought Sony Xperia Z on 2013 august. Hassles started right at the time of purchase. I wanted to purchase Xperia Z Ultra but my lack of notice and sales person trick, i finally ended with Xperia Z. I escalate this matter to SOny but respectfully i have been told that I am helpless so i have to be happy with Xperia Z. Though this incident has nothing to do with the main grievance but i wanted to mention one thing that it was harassing at that time also. I paid 38 to 40 K (dont exactly remember) to buy this Cell Phone and i switched from Samsung Note. The things got even worse in the month of September, 2014. I kept my working Xperia in my Pocket and when i took out after 15mins, phone was switched off. So i plugged it for Charging and i saw the red light but it cldn't be started even after a full day of charge. So i decided to drop in to the Service Center. And I called Sony Support and take the nearest Service Center Location and reached there. I like to mention here that I use my Xperia mostly for Meeting purpose like webEx as it has large screen and display is nice. As it is shut down, so my life is impacted because i attend at least 4 meetings in a day. So coming back to my concern, i dropped in to the authorized service center at Emall, Kolkata near Chadni Chowk and after looking at my set, they said this issue cant be addressed here so i needed to go some other service center. It actually pisses me off because when i asked support center and i asked them for near by service center, I was never been told that. So i got harassed (#1). After trying to make them understood my issue, i had to give in to their intolerable attitude as if i have bought this mobile for free and asking them to favor me. Anyway after digesting the anger and irritation, i had to run to another service center which is completely at different location (from Central Kolkata to South Kolkata) i.e. Neosa Electronics, Kolkata, near Kalighat. But thanks to metro service, i reached there and get to know that this service center does provide service for this but i have to be in queue. No issue. I took the token and en-queued. Now after certain period of time, i was called and got explained that there was issue with mobile and cldnt be fixed early. My data was required to be backed up as data loss would happen. Initially my mobile would be installed with fresh Android again. And if that did not help, then it was required to send at workshop and i wld get an estimation call. So i have no choice, i had to submit my phone and came back helplessly.It was 27th of September, 2014 Now on 6th of October, 2014 i got call from Sony and asked me that it will cost me Rs 993 and i asked to go ahead as i needed this phone badly. And i was also told that it would take 15 days and after that i would be called to collect my set. Then times went by and i never got back call from them. After a month almost, i called service center to inquire about my set and they said, they didnt have any info so i needed to contact Sony Customer Support. So i did. But there also i didnt get enough info as they said that it was still pending (dont know at which level) and some parts were yet to be replaced apart from whatever i had been told before or my set cld be replaced also. So my set was sent to head office for further approval and I had been asked to call after some days to get the status. So then i was a completely blank state about the status of my mobile (harassment #2). Again wait and started calling them by mid of november, 2014 at the Service Center (Neosa Electronics, Kolkata). Again same story that it is still showing work in progress, i ll be notified once my set is fixed. Now again wait!! Finally 25th of November, i got a text from Sony that my set was ready for pick up. And i was a happy man then. Finally I dropped with my job sheet at Neosa Electronics and again i was asked to wait. Though I has heading for another meeting, but i waited as i was excited to get my phone back. then time started to tick but somehow i cld see the uneasiness in the face of Service Center guys. So it struck me and finally what i came to know that is actually kinda pushing me from the hill. My mobile is still dead and it is under same status in which i left 2 months back. As per their statement, whatever estimation I have been told initially, it requires more i.e. 20000 INR to fix that. And they tried to reach me once. Somehow i cldn't be reached, so they closed the ticket and returning me the dead mobile. What is going on? and What is this? They also told that initial estimation is for some sort adhesive (I am not exactly sure what was that. At the time of mobile submission, Service People dont give you enough insight. But when they fail, they start explaining technical matter) but it didnt help so it requires more money to get it fixed. (Harassment # 3) Now my point is : 1. Who is going to compensate my time and harassment? 2. My phone is still dead just because of some unprofessional and insincere ppl to handle it. So why i am going to pay the toll? 3. Is it a joke to ask me to pay 20000 INR for replacing a parts whereas I can get a new Xperia Z in that price or if i put some extra, i cld buy Xperia Z2 (and I am well capable of )? 4. Can it be confirmed that during the repair they might have done something wrong so it finally required more parts to change? I am literally feeling sorry for myself. How stupid i m and how i have been stupefied by Sony from the time of buying this mobile. It is like, i m paying money to be stupid. I don't think, sony mobile is a sincere initiative by Sony Inc. It is just to snatch money without giving value. Most of all, it is required to change Service Center people. They dont know the value of Service Industry. Last but not the least, initial job sheet is given from Neosa Electronics, but final VAT Invoice for paying the inspection charge ie.e. 113 INR, is generated from Run Service Infotech Pvt. Ltd. I am totally confused and even i have suspicion whether my set actually reaches to SONY or not or this authorized service center had settled the matter internally and handed over a dead phone to me. I am sorry if i am illogical but i am trying to find the logic behind my harassment. I dont know whether i ll be helped or not but believe me felt so helpless while looking at my dead mobile and my heart is actually weeping for justice. Thanks Shovan