Sony India — Xperia ZR replaced thrice

Aug 19, 2014

Updated by Mandar Athavale Whats the status on this??


My name is Mandar I had purchases Xperia ZR in August 2013 . Phone had touch screen & battery issue in May 2014 . I submitted phone to Sony service center & I got replacement of the phone refurbished Brand new phone . In July 2014 I had same issue & I resubmitted phone to sony service center Media enterpirses Shop No 1 Rakhi Apartment, Near Sarvesh Hall Dombivali 421201 which is pathetic in its service compare to Ghatkopar Branch .

Since my warranty is about to expire on 23rd August 2014 I have been requesting Sony service center & contact center to give me extended warranty of 90 days for the repaired part or for refurbished phone if they replace it . I had to argue with 10 different people to get 90 days warranty & finally they requested me to collect my swap phone after which they will sent me email for 90 days warranty .

I do not understand that when it's clearly written on warranty document which I got with phone & Sony website is well that

"If Sony repairs or replaces the Product, the repair for the
defect concerned, or the replaced Product shall be
warranted for the remaining time of the original warranty
period or for ninety (90) days from the date of repair,
whichever is longer. Repair or replacement may involve the
use of functionally equivalent reconditioned units. Replaced
parts or components will become the property of Sony "

Why it is so tough for your staff to understand simple English written above .

After all this when I went on to collect my swap phone for the 2nd time & guess what that phone was having lots of issue with its touch screen . I had to return phone to service center in 5 mintues & while doing that also I had to waste my 1 hour to convince Mr. Aamir from service center & Mr. Jitendra from contact center . This is pathetic service from sony. How can you provide me with such phone especially when My phone is already replaced twice . Again I had to submit that phone & new ticket ID for the same is T-[protected] ... I need refund for this refund of 30000 & 2000 for extended warranty which i purchased from Kroma.

Rahul Sharma ( Contact center ), Rudra Patil, Dhananjay, Amit Kumar & service center guy Aamir all of them are not able to help me at all. As per them sony will decide what needs to be done. I don't know for who these guys are working for . They don't have common sense they do not understand simple english, they argue with customer without any reason . They requested me to post on facebook & social media if I have problem with Sony services .

It's really disappointing that I have been Loyal customer of Sony & promoting you since 2004 almost 10 years & I am getting such a pathetic service for being loyal . I have wasted my 2 months talking to your staff who are as good as mental torture . Every time I call them I had to start from the basic .

I had to suffer through all this because I paid 30000 to use Sony smartphone .

I just need refund for my phone or any other model with market price on 30000 as of Aug 2014 .

Hoping for positive feedback on this .

Mandar Athavale
[protected]


From: [protected]@hotmail.com
To: questions.[protected]@support.sonymobile.com
Subject: RE: Sony Xperia Contact Center, Service Request: 1-[protected]
Date: Tue, 19 Aug 2014 06:53:25 +0530


Hello Shefali,

If you go through your warranty document for smartphone you can see the below statement . My phone is under warranty till 23rd August .

If Sony repairs or replaces the Product, the repair for the
defect concerned, or the replaced Product shall be
warranted for the remaining time of the original warranty
period or for ninety (90) days from the date of repair,
whichever is longer. Repair or replacement may involve the
use of functionally equivalent reconditioned units. Replaced
parts or components will become the property of Sony

If you understand English then please let me know why you can not provide me with extended warranty .

Thanks,
Mandar Athavale
[protected]

Date: Mon, 18 Aug 2014 13:53:18 +0200
From: questions.[protected]@support.sonymobile.com
Subject: Sony Xperia Contact Center, Service Request: 1-[protected]
To: [protected]@hotmail.com


Sony Mobile


Support Sign up Software Update


Dear Mr. Athavale,

Greetings from Sony Xperia support.

We value the importance of your concern.


In response to your query, we would like to inform you that as per our records your handset is currently under process and the relevant department are working on the same to resolve it as soon as possible.
we seek your kind cooperation in the interim.
Persuant to your request foe warranty extension we would like to inform you that Sony does not provide any warranty extension.
Hence, we regret that we are unable to comply with your request to extend the warranty and seek apologies for our inability to assist you in this regard.
If you need any assistance or clarifications, please feel free to contact Sony Xperia Support at the Toll Free number[protected]Working Timings-9:00am to 9:00pm: Mon-Sun) alternately, you can email us at questions.[protected]@support.sonymobile.com
For the latest news, information and product support please visit www.sonymobile.com/in

Thank you for contacting Sony Xperia Support.

Always looking to serve you better.

Kind Regards,
Shefali Dixit

Sony Xperia Customer Services