Sony India — Service centre for cheating and insulting a customer.

Address:

Kottayam, Kerala

Sir,


I bought a Sony Xperia ZL mobile handset from M/s Sony Centre, Kottayam, Kerala on 4 October 2013. After a mere 14 months o[censored]se, the phone developed complaints and I gave it at M/s Madona Care, the authorised service centre of Sony at Kottayam. I thought that it was just a software complaint. But the service centre told me that the phone was not repairable. They also told me that the company would give me some offers, so that my phone can be replaced. Their offer was that they would give me another phone, if I gave them 1/3 of the price of the handset.


Accordingly I surrendered my ZL phone and remitted an advance of Rs.5000/- to them.


After three weeks, I was informed that the replacement was ready and that I could accept it after remitting the balance amount of Rs.4240/-. So I got a replacement phone after remitting a total amount of Rs.9240/-. When I asked about the warranty, they told me that, in case the phone developed any complaints, I could approach them with the invoice given to me.


After six months, the replacement phone also developed complaints and I approached the service centre with the invoice. When I contacted them after a week, I was informed that the complaint was not repairable and another replacement would be given within a week. When I contacted them after a week, they told me that approval was not received from the Company and that everything would be ok soon.


When I contacted them next time, they asked me to contact the service manager and gave me the phone number of one Mr. Vinod. When contacted, he told me that the company was reminded about my issue and that the problem would be sorted out soon. Again I contacted him after two days, and was told that a complaint had been lodged to the company for getting warranty. I also got an SMS to this effect. When I called him again after two days, I was told that the set had no warranty. Actually, if they had not offered any warranty, shouldn’t they have repaired my set then and there?. If there was no warranty, why did they resubmit my issues to the company? I believe that, if one checks the emails sent by the service centre, one can get evidence that my set had been offered warranty. What I had narrated above is absolutely true. It is gross injustice that a world- famous company is treating a customer like this. Actually I was cheated by the authorised service centre of Sony. What I spent during last one and a half years for a phone is nearly Rs.40, 000/- I request you to do the needful to redress my grievance and to remedy for the hardships I faced both financially and mentally. You may please take action to at least replace the phone as agreed by the service centre. You are also requested to take appropriate steps against the service centre for cheating and insulting a customer.


Expecting a speedy response and settlement from your end,


Yours faithfully


K. Manoj

Punnasseril

Chirakkadavu Centre

kottayam dt

kerala.

pin 686519