[Resolved]  Sony India — Money Back Request for E2115 Xperia E4

Address:

Pune, Maharashtra

Hello, I am Vaibhav from Pune. Lost the entire trust from SONY. Let me tell you why? It was my sisters Birthday so decided to gift her something good. Thought of buying smart phone and Sony was the choice because I had trust on the brand as compared to Samsung or Micromax even I could have got better deal with those Brands. Purchased Sony E4 by paying Rs.12, 190 to ‘Vijay Sales’ One of the ‘Sony’ Electronics Dealer and got into the mess. I reached to home on the same day and realized that there was problem while locking or unlocking the phone when flip cover was put on it which was provided by SONY as a free gift. I took the handset to “Vijay Sales” back and they sorted out the issue temporarily by just removing the back panel and checking some issue. It started working normally for that time. I observed more issues as days past with the handset. Unfortunately it took some time submit the handset because it was given to my sister as B’day Gift who stays 100 Kms away from Pune and she had to find some time to come to Pune. My sister retuned the same smart phone back to me as it was purchased on my name. When I submitted the hand set to Service Center after a month it had the following issues 1) Had problem to lock or Unlock after pressing the power button. 2) After putting the Protected flip cover which Sony provided with the Phone, it was not getting power up/off or switch on/off (Hardware malfunctioning ) 3) Internet was not working even we had good network. ( Same SIM card was working with other Phone for accessing the Internet) 4) It was not getting charged even it is plugged in to electricity source. 5) Finally the phone was dead. I took the Phone to the service Center located at Ashoka Mall, Bund garden, Pune on 8th July. There was no reply from the Service Center for long time after submitting the phone and when I called them they said, they don’t have parts available that to be replaced at their Center so they have to order from Company itself. Finally they themselves closed the Job Sheet which they opened on 8th July 2015 as there was no progress and re-opened another new Job sheet for the same handset on 18th July 2015. After 3-4 days I got SMS stating that I can collect my handset from Service Center. I went to service center on 25th, 2015 and it was Saturday. Unfortunately there was no electricity in the same area where service center located and I was told that to come on Next week Monday as the Phone is still not ready. When I came back to home on same day ( Saturday) in the evening, I called them up stating I need my money back as I am without the phone almost more than 20 days and it’s not possible to roam for the faulty hand piece again and again here and there. Then person on the phone said, there was miscommunication from Service Center and I can collect my handset as it was ready. I called to Customer Service Center for Sony for the replacement. The ticket # [protected] was logged against my complaint Now Customer Service Center is saying my hand set has been replaced with some other hand set which I can collect from Service Center and I won’t be having any issues further with the new one ( I also confirmed from the Customer Service Center that It is refurbished product ). Now I have lost the entire Trust from Sony. Here are my concerns, 1) Customer should not get faulty piece and it is definitely not acceptable when any customer pays you completely. 2) The handset should be tested well then only SONY is supposed to sell them. 3) Your Service centers are not well managed. If there is no electricity then there has to be generators. Why shall customers suffer if it’s your internal issue? 4) To repair the hand set, ideally days in worst condition it should not take more than 7 businesses days. In my case it was more than 15 Days causing lots of inconvenience without the cell phone. There has to be provision of providing another handset because the fault is was from Sony and not from my end. Why should I Suffer without the handset? 5) My sister had to come to Pune to submit the handset and she stays 100 Kms away it caused her inconvenience and had to spend money on travelling. 6) I had to walk down to the service center 2 times skipping my half day from office schedule causing me to apply Half Day Leave which was of no use and it was due to miscommunication. (First half day for submitting the handset and other to collect even it was not ready). 7) I did not pay Rs.12, 000 for getting Refurbished Sony Product. If It would be the case then same model I would have purchased from somewhere else in 3K or 4K. Here is some useful information: JOB ID 1: W[protected]th July 2015) JOB ID 2: W[protected]thJuly 2015) Ticket # [protected] with Call Center for Xperia Final Conclusion I have drawn: I don’t want to stay with Sony and with the same handset as I have lost complete trust from the Brand. I am requesting my money back into my Bank Account and I will submit the faulty handset to Service Center with entire kit. If I don’t get my money back then I do have other options open to lodge complain in Police or Consumer Court. Being in IT I am also aware of Social Medias very well and how to use them. I would prefer to request you (SONY) first. If it does not work then I would go with other options. Expecting cooperation in this regards.