Sony India — Smart phone repair center not responding after taking 13000 rs in advance for repair

Address:	411004
Website:	www.sonymobile.com/in

Ony Xperia Z2 Job No W[protected] No service of handset yet, exact answer and whereabout not available after 40 days of advance payment to Kavya Enterprises, Pune. Phone Number [protected]

Above job no was given on 17 Oct 2015 by Kavya enterprises. It was told that we will get estimate by phone call. On 21 Oct 2015 I got a call to pay advance of 80% of estimation which was 15 k something. I asked for their bank account details but the details given were either wrong or there was some problem with their bank account, so could not make the payment online. I tried calling them again and again on the day but thier phone was continuously busy. Once or twice it was ringing but they did not pick up. 22 Oct 15 was holiday.

On 23 Oct I went to Kavya Enterprises and I was told that my work order has been closed. I asked the timeframe to close a work order, I was told 3-4 days. It was only 2nd working day or start of 3rd day when I reached to pay them on cash. I was referred to Manager who was not even looking at me, arrogant and showing attitude that he is too busy with his phone. When argued with the manager he said he will take action and continue with the same work order. I was told that within 20-25 days I will get the phone repaired.

I called up on 15-16 Nov but concerned person was not there and status of my phone was not known. I was promised a call back which never happened. Again I called up around 17-18 Nov (do not remember exact dates) then I was apologized by the lady and she promised me to give my phone by next Friday (i.e. 27 Nov 2015).

There was nothing from them. I tried many times after 27 Nov. Either their phone is busy or they do not pick up the call after giving ring for long time.

Luckily, on 1st Dec I could talk to a lady around 6 PM. She was again unable to give any information of the phone. She told that her boss (Sir) is not available in the office. I should call tomorrow. I asked to give a call as their phone is not accessible all the time and whenever I get through concerned person is not available. She should or concerned person should give a call. She was reluctant but later agreed to do so.

1st Dec itself I was frustrated and started searching/ looking for complaint ID of Sony on internet but saw there was a button to check service status. There I could see that my product has been delivered on 27 Nov 15. It was a great surprise to me.I wrote a mail and made call to customer care but "Product repair is under process" was only the answer even after mentioning all the details. I was told by customer care that according to their system, I had initially denied to get the repair done at estimation and later given phone for repair on 27 Nov 2015 which is totally wrong and a surprise for me. I have the receipt of payment of Rs 13000 dated 23 Oct 15. But there was no logical answer was given and only irrelevant answer was given by customer care guy.

Unfortunately till 11:30 today (2 Dec 15)I did not get any call from Kavya enterprises, so called them up and after a few tries and cross connections got through. Again same response that Sir is not there in office. It was height of negligence. I fired her and said her to call back. She promised to give me a call back by 12 PM today after confirming from her boss. I have not got any call as of now, It is 2:15 pm. I have no idea what to do. Want help from this forum.