[Resolved]  Sony India — Sorry to purchase Xperia Z2 and disappointed with services of Global Techno Care, Authorized Service Centre, Alwar (Rajasthan)

Alwar

16.09.2014


M/s Sony India Ltd.


Reg : Sorry to purchase Xperia Z2 and disappointed with services of Global
Techno Care, Authorised Service Centre,
Alwar (Rajasthan)


Respected Sir,


Had I committed a mistake by purchasing Xperia
Z2 in the month of June 2014 since I have been apprised by your Service Centre
Alwar that the cable No. EC 803 can not be replaced as it has not so far been
entrered in the system?


The grievances naration is as under :


i)
I
purchased Eperia Z2 Black IME[protected] Charger No. 2114 WO9406751 from
M/s Sachin Telecommunication, Alwar vide bill No. 7151 dated 17.06.2014 for Rs.
44800.00.

ii)
Unfortunately
during last week my above charger
stopped proper working.

iii)
Yesterday
in the noon, I sent my Driver to your Authorised Service Centre who was not
attended properly neither was convinced for not repairing/replacing of the
charger.

iv)
Yesterday,
evening around 5.00 PM I had to approach your Service Centre and was attended
around 5.25 PM. I am sorry to point out that the reason for waiting was not the
quantity of the customers but the quality of services being rendered by the
faces of the company - the persons sitting on the front benches.

v)
One lady
alone was attending the customers and the other was sitting idle which resulted
unnecessary wastage of the precious time of the customers.

vi)
I was
attended by the second lady, sitting on the extreme right just infront of
downstairs when Mr. B. C. Jain (Father of Mr. Ravi Jain - who is reported to be
the owner of the service centre) interrupted and instructed her.

vii)
The
reason for not replacing my charger cable was very surprising and not
convincing at all!

viii)
I was
apprised, since the company has so far not entered the No. of the above Cable
No. EC 803 in the system hence it could not be replaced. We will send a mail to
the company and as and when the same is entered in the system than only can be
replaced.

ix)
On asking
for probable days for solution of the problem I was casually given a telephone
No. [protected] with the kind advice to make telephone call on daily basis. As
and when the charger is received the same may be collected from the service
centre.


I was very sorry and agrieved with the
attitude and reply and the quality and level of the services rendered at your
service centre and with the view to report the matter to the company I asked
the lady to let me know her name and give in writing the reasons but again it
was to my surprise when she refused to reveal the name and specifically denied
to give anything in writing.


It becomes more funny/interesting/surprising
when the person sitting on the counter were bearing a badge written thereon
EXCELLENCE IN SERVICE IS OUR QUALITY.


I also saw at your service centre a Sign Board
displaying the information that - Company provides temporary handsets to the
persons whose handsets are received for repairs/services. Is it not like a fun
that while company is providing handsets but there is no remedy for charger
cable?!


It is not out of the place to mention here
that nowadays it is the talk of the town that what were the compulsions with
the Sony Company who has assigned the job of Service Centre to the person who
was already running Service Centre of Nokia Care and having hundreds of
complaints of ill behaviour with the customers. It seems that the proprietor
has played some game under the table or some hidden hand has helped in
assigning the responsibilities of service centre in Alwar. In my opinion the
very purpose of providing courteous services to the customers is being
completely defeated.


To know the truth of level of services being
rendered by your Alwar centre a secret enquiry may be conducted and persons who
have visited your centre during last 3 - 4 months may be contacted, definitely the truth will come out and the
Company may be saved with a heavy probable loss of image in future.


Meanwhile the following steps may be fruitful
if implemented :


·
Every
employee sitting on the counter must bear his/her name plate.

·
Feed back
be also collected from the customers to whom your Service Centre has provided
the services.

·
CCTV
Camera be installted so that through internet from the
Controlling/Administrative Offices of the Company, situated in other
cities, the affairs may be
monitored.


I hope that my grievances will be redressed
urgently and suitable steps will be taken to improve the services at the
Service Centre otherwise I apprehend that it will spoil the image of the
company which I thank you will also not bear!


Thanking you


(D. K. Jain)

F/O Ridam Jain,

C 709, Budh Vihar,

Alwar (Rajasthan)

Mob : [protected]