[Resolved]  Sony India Pvt Ltd — Misleading Information provided by Sony Service Center Head

Address:

New Delhi, Delhi

Subject- Misleading Information provided by Sony Service Center Head Respected Sir/Madam, This is to bring to your kind notice that I had purchased the Sony Xperia ZL on 25th January 2014 for Rs.24, 560. I met with an accident and I found the screen of my phone got little bit damaged (just the center bottom part) however the phone was still in the working condition. Till now I was assuming I have purchased a smart phone from a good reputed company who would always stand by the customers and help the customer with the needs as and when it will be required. On September 13th, I went to the authorized customer care center of Sony India (F1 Info Solutions & Services Pvt Ltd). I am feeling very annoyed to inform you that it was the absolutely disgusted and poor service provided by any company till date or I have come across. The receptionist was indeed busy with some other customer, there was a long queue, so the head of the center (Amit- If I am not wrong) had asked few engineers to help the customers. I was extremely annoyed already. I went up to this engineer named (Abhishek) who checked my phone. I told him the other problem as well which I was facing with my phone that is related to the front camera quality. He checked my phone and stated that they will replace my handset with the new Z series handset “WITHOUT ANY COST”. I had requested everyone out there to help me with a stand by model till the time I receive a replacement phone. Again I am feeling sorry to bring it to your notice that nobody could help me in this regard, even after requesting them many times. I had explained my problem to them absolutely clearly as it is really inconvenient to stay without a smart phone now. I truly regret buying a Sony phone. This was the worst decision taken by me till date. All the representatives available at the service center informed me totally different things. Lady out there told me that I will get the replacement phone within 7-8 working days, Abhishek informed me the timeframe of 5-7 days and when I asked the head of the center of the actual time frame as I was already very confused due to the different information provided by all, he told me that normally it takes 10 days however since I was a special customer, he will get it back for me in 7 days. It is the authorized Service Center however I regret to inform you that not only the kind of information they provide to the customers is absolutely unacceptable. Every representative has different time frame to share with the customer, not only that, If you find the attached Job Card, it clearly says “SUNDAY WEEKLY OFF”. I again regret to inform you that on September 22nd (Monday) their center was closed. I travelleved almost 15 kms, to know the status of my phone and I realized that their center was closed. Wow !! Did I really buy an Xperia Sir/Mam or is that a cheap company phone. When I asked the service center head, he stated “it is a typing error”. Obviously he did not travel 15 kms without a reason, hence he gave it as a justification. I being a customer of the company had to suffer. Now, who in the company can justify this?? As I stated already, the service provided at the center is truly unacceptable. On September 24th, I realized that Service Center ppl changed their first statement and now they want to charge me the cost to repair my phone. I am not denying to the fact that I realize my phone may be out of warranty however I truly wish your company representatives to realize the importance of true information and helping the customers. Indeed if this was informed to me on Day 1 I would have went ahead and started arranging money, now after waiting for 11 days, they want to charge me money. I deny paying them now as they promised to replace my handset free of cost on September 13th. In case if there was cost attached to the same, they should have shared the correct information with me on Day 1. I have been without a phone for 11 days and I call it as “harassment”. Service Center ppl are mentally harassing me now. This is absolutely unacceptable. I request someone from the company to intervene and take an action in this matter. Also, I had request the Service Center Head to give me his manger’s details to which upfront he totally denied and stated I could locate it myself. Please help, I would be highly obliged to get back a call on this from company. Regards, Paran Taneja Mobile- [protected]