Sony India — Poor and Unsatisfactory SONY service

Address:

Indore, Madhya Pradesh

Dear Sir, Below is my complaint details: Regarding job id w[protected] "1. I gave my mobile for repair which stopped working suddenly 1 year down the line. I had submitted my mobile in Sony service centre for repairing but a person from there told that it is non repairable and can only be replaceable without any examination and providing any proper justification on that and I had been told by them that new set will be available to you on 50% price of the mobile, which is totally illogical 2. no one from Sony service centre had been able to figure out that what exactly is the fault in phone and did not provide proper information or justification about the same. They have directly told that new phone will be given in replacement with 50% price of that mobile. Which I found illogical, incorrect and not a feasible solution from Sony. 3. This kind of solutions are putting a wrong impression of Sony products and a question mark on it. It shows the lack of skills in Sony employees, who are not able to figure out the fault in phone and cannot repair it and in fact providing a non- feasible and incorrect solution. 4. This is inability of Sony if they are bit able to repair their own products and this is first time that mobile stopped working due to some snag just in one year which in all way direct towards manufacturing defect. 5. More over I am a student and cannot afford these kind of expenses every one year down the line. Since, I had purchased this mobile at rs 30000 6. And if suppose by mistake if I agree with this kind of incorrect offer then again there could be chances that the replaceable mobile can stop working after few months so in that case it means Sony service centre people will again put such kind of pathetic and incorrect offer In front of me that is to replace the phone by new model. 7. when this offer had put in front of me I contacted Sony customer care and had a talk with senior executive person who had conferenced the call with person from indore Sony service centre who had provided me this solution. Since I was not satisfied with this kind of offer. Then after it was decided that this person from service centre will look through it and will come to me within 3 days with some alternative solution which looks good and right but it went other way round and after 3 days I directly received a message saying " your phone is ready to collect please come and collect your phone" (non-repaired mobile ) 8. Again for understanding and clarification on this I called Sony service centre and tried to as to why they sent me message without calling me and communicating me with any alternative solution, as which was being told to me by senior executive but they told me that since I have rejected their offer of model replacement they messaged me to collect my phone which again shows lack of communication gap here and was unethical response since, I was expecting their call with some correct solution. 9. Moreover I tried to give my feedback about this by calling on Sony service centre, yashwant plaza, indore. I talked to one of the employee there named Surendra Chauhan. But the way he talked to me was unethical and horrible. He was not able to justify the reason for this on asking about the mobile and even disconnected my call, which is not at all acceptable.in that case I better be aware on purchasing Sony Products in future. This kind of behaviour, attitude and over all solutions had taken away my reliability and confidence from purchasing any Sony products. This whole picture made me think that Sony is incompetent and should replaced themselves from the market." I put this mail to sony after 2 weeks of when I submitted my phone to SONY service centre and there on I got a call from SONY that now they have examined the problem, which they never do and that they are considering mine in special case. There on my phone went to active technocare and after 15 days I received information on 27th Jan 2015 that there is a fault in my battery and it is needed to be replaced and charges would be Rs 1700, for which they asked advance of sum of Rs1300 and I submitted this on 28th Jan 2015. Since then I never received a call from there side. I myself inquired regularly about the status of my phone by visiting sony service center and on customer care center but did not get a proper reply from there side. Then I did a call on 21st Feb 2015 again inquiring for confirm date for my repaired mobile, which they said that they will e-mail all information on Monday, 23rd Feb 2015, but I never received a E-mail or any call from there side after which I did another mail of which details are below: "Reference: Regarding job id W[protected] Hello, I gave my mobile for repair in Indore Sony service center on 28 Dec 2014 which stopped working suddenly one year down line.But as I visited your service center, a person from your side told me that it is non repairable and can only be replaced, that too after paying 50% of the original cost, without any technical examination and providing any proper justification. I rejected their offer, since the solution which was given to me, was completely illogical, incorrect and not a feasible solution from Sony. And so I put a mail to Sony India on 11 Jan 2015 for reconsideration of my mobile and to provide me a better and appropriate solution which I was expecting earlier from Sony.There was very weak communication from your side which I never expected from a company like Sony.There was neither communication nor a proper response from your side. Then on 12 Jan 2015 a person from Sony informed me that my mobile is forwarded for active techno care and will be soon informed about fault in my Sony xperiaZL piece. And so, finally I received a call from Sony on 27 Jan 2015 informing that the battery of the mobile is need to changed for which I have to pay 1700 Rs. As demanded I made a advance payment of 1300 Rs on 28 Jan 2015.But till now I din't get my mobile neither any phone from your side in regards to status of my mobile, which is totally unethical and unprofessional. Moreover I visited thrice to Indore Sony service center to know my mobile status but they were incapable to provide me a confirm date for repairing of my mobile.Then I talked to senior level officer named "Abhinav" on Sony customer care service on 21 Feb 2015 and he confirmed me that he will mail me all information about my mobile by Monday i.e 23 Feb 2015.But till now I didn't get my mobile neither any confirmed date or information of my mobile from your side. Due to all these reasons you have compelled me to file a legal case against SONY for the same, I've already filed a report in consumer forum for which you would be getting notice soon. There is no more scope of patience and if I do not get my repaired working phone within 3 days I'll file a legal suit against SONY for all this harassment and annoying service from your side, which has caused me a great loss of time and money." But still I did not receive any call nor any e-mail. Its my request to please see into this matter and help me to resolve it as soon as possible.