Sony Mobile — Defective SONY Xperia Z1 | |||
I had purchased Sony Xperia from Reliance digital on 28 Nov 2014. However it has turned out to be defective piece. Sound quality is very bad and now I am not able to talk at all. In these 6 months it has been submitted 5 times at service center. Attached are the work order numbers. Now they are not able to repair it and are asking me to collect it. THE MOBILE IS STILL AT SERVICE CENTER. Please help me in getting the amount refunded. 1st submission at service center - Dec 4, 2014 - problem in handset due to which sound was not clear 2nd submission at service center - Dec 19, 2014 - phone was not charging 3rd submission at service center - Feb 2015 - this was for SW update so I was not given Service sheet 4th submission at service center - June 13, 2015 - ingoing outgoing voice not clear . The mobile was collected on July 1 ON THE CONDITION THAT IF THERE IS SOUND ISSUE ONCE MORE I WILL GET REFUND. THIS IS MENTIONED IN JOB SHEET AND IS SIGNED BY SERVICE CENTER. REFER THE ATTACHMENT. THE SAME CONDITION IS MENTIONED IN THE SERVICE SHEET SUBMITTED TO SERVICE CENTER. THIS IS BASED ON DISCUSSION WITH NITISH FROM SONY AND HARMEET FROM SERVICE CENTER. (In case SONY claims that job sheet with SONY does not have this mentioned and my sign is there that means they have destroyed the original job sheet and forged my sign in the fake job sheet prepared later ; which is a separate offence) Prior to collection of mobile on July 1, 2015 I and Harmeet tested the mobile and sound problem was still there. I was forced to collect the mobile on the condition that in service center there is signal issue and I should try the mobile at home. If there is sound issue again I will get refund. As mentioned above, this is signed on the Service sheet. When I came home, sound issue was intact. I was not able to converse with anyone on the mobile. I received call from Nitish and Harmeet on July 2, 2015, they were also not able to talk to me, I HAVE THEIR CALL RECORDINGS. 5th submission of mobile at service center - July 4, 2015 - Based on discussion, mobile was then submitted for refund. This is mentioned in the tool which service center people use. I WANT THE REFUND FOR THE ENTIRE AMOUNT I HAD PAID IN PURCHASING THIS HANDSET. INVOICE HAS ALREADY BEEN SHARED WITH SERVICE CENTER. THIS IS BASED ON DISCUSSION WITH NITISH AND HARMEET AND AS AGREED AND SIGNED ON SERVICE SHEET DATED JULY 1, 2 015. INCONVENIENCE FACED BY CUSTOMER DUE TO DEFECTIVE Z1 1) Waste of precious time which can neither be returned nor compensated - 6 days have been wasted due to repeated visits to service center + time wasted in sending emails to which SONY does not respond + time spent on talking to customer care on phone. 2) Not able to use device - as my mobile is always having some issue and is at service center (though I have purchased a new mobile of 32K) I am not able to use it. Again and again I have to configure my phone, it is so super irritating ! 3) Extreme inconvenience - I was travelling when the mobile failed to get charged. I was out of contact with everyone till I was able to reach service center. 4) Due to poor quality of sound I have not been able to talk properly for last 3 months. 5) Risk to life - as the mobile is of such poor quality that some or the other part has to be replaced you never know what can happen next. Also the mobile gets so hot within 30 mins o[censored]se (online use or talking or charging) that it is difficult to hold it in the hand. 6) Fooling the public - SONY Xperia promises quality of its premium phones. However that fact is that its 32K phone is worse than a 5K phone of other brands. In 6 months 5 times it has been submitted at service center. As per the letter shared with me (attached) it seems that SONY expects its user to buy 32K phones and make monthly trips to service center and then dispose it off in 1 year. This is totally unacceptable to me. 7) It was agreed and discussed with Nitish and Harmeet that I will get refund in case any issue recurs. This is also mentioned in Service sheet and is signed by Service center. Now SONY is going back on its words. KEEPING ALL THESE POINTS AND EVIDENCE INTO CONSIDERATION KINDLY HELP ME IN GETTING REFUND AT THE EARLIEST. Was this information helpful? | |||
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Sony India customer support has been notified about the posted complaint. | |||
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I - Nov 28, 2014 (refer attachment “invoice.pdf”)
• Defective Sony Xperia Z1 (IMEI number : [protected]) purchased on Nov 28, 2014 for
Rs 31, 670.40 (CIN NO: U01100MH1999PLC120563) from Reliance Digital, Janakpuri, New Delhi
II - Dec 5, 2014 (refer attachment “JOB SHEETS.pdf”)
• Job Number # W[protected]
• Mobile was submitted at service center as ingoing and outgoing voice was not audible at all. Only extreme
noise and disturbance was audible in the mobile and it was impossible to talk on this mobile.
• As this issue was diagnosed within 1 week of purchase of mobile, customer demanded a refund of the
purchase amount of this mobile. This was refused by service center and the customer was persuaded to
collect the repaired mobile on the assurance that this defect will not recur.
• However, it should have been declared “dead on arrival” and reimbursement processed then and there.
III - Dec 19, 2014 (refer attachment “JOB SHEETS.pdf”)
• Job Number # W[protected]
• Mobile was submitted at service center as the mobile was not getting charged.
• USB lead of the mobile was found to be defective.
• As this was the second defect diagnosed within 3 weeks of purchase of the mobile, the customer again
demanded refund of the purchase amount of this mobile. This was refused by service center and the
customer was provided with a new USB lead to charge the mobile.
IV - Feb 2015
• The mobile was repeatedly getting hanged.
• Mobile was again submitted at the same service center.
• Software update was done by Service center so customer was not provided with Job sheet.
V - June 13, 2015 (refer attachment “JOB SHEETS.pdf”)
• Job Number # W[protected]Repeat Job Number # W[protected] ; this is mentioned in Jobsheet)
• Mobile was submitted at service center for 2 problems:
o Ingoing and outgoing voice not audible. Only extreme noise and disturbance audible because of
which impossible to converse on this mobile. Mobile was submitted at service center for this same
problem on Dec 5, 2014
o Mobile getting extremely hot after around 30 minutes o[censored]sage (charging / call / any online usage)
VI - June 25, 2015 (refer attachment “, Delhi, XPERIA Z1 C6902, [protected], 25-06-
2015.pdf”)
• Customer received a letter from Sony mentioning that
o Mobile has been received only once earlier. FALSE.
THE FACT IS THAT THE MOBILE WAS SUBMITTED 3 TIMES PRIOR TO SUBMISSION ON JUNE
13, 2015 (refer Job numbers - W[protected], W[protected], Feb 2015 submission when
software was updated)
o All the defective parts have been replaced and now the mobile is in working condition. FALSE.
THE FACT IS THAT WHEN THE MOBILE WAS TESTED IN THE SERVICE CENTER BY THE
CUSTOMER AND THEN BY HARMEET FROM SERVICE CENTER STAFF ON JULY 1, 2015 THE
MOBILE WAS NOT WORKING PROPERLY.
VII - June 30, 2015
• Customer received a call from Nitish from Sony Corp and Harmeet from Service center assuring the customer
that mobile has been repaired and the customer should collect it.
• Nitish from Sony Corp assured verbally that in case the complaint occurs again, the customer will be provided
with complete refund of purchase amount
• Harmeet from Service center also similarly assured that in case the complaint occurs again, the customer will
be provided with complete refund of purchase amount
• After these assurances the customer agreed to collect the mobile from service center on July 1, 2015
VIII – July 1, 2015
• The customer tested the mobile in the service center (prior to collecting it), to verify whether the mobile has
been repaired, as claimed by
o Sony in their letter dated June 25, 2015 to customer
o Nitish from Sony Corp on telephonic conversations with customer on June 30, 2015
o Harmeet from Sony Service center on telephonic conversations with customer on June 30, 2015
It was observed that the mobile was still not working; as whomever the customer called to talk was not able to
hear the voice of the customer. Also the customer was not able to hear the voice of the other party.
When the customer refused to collect the mobile, as the mobile was not working the service center person
(Harmeet) called up his contacts from the defective mobile. The people he called, also were not able to hear
his voice and neither was he able to hear their voice.
The customer was then persuaded by Harmeet from Service center to collect the mobile. He mentioned that
as Sony has instructed him that the defective parts have been replaced he cannot keep the mobile any longer
with him
• He agreed to process refund for the defective mobile if the mobile is again submitted in service center after 2-
3 days. This agreement is mentioned in the Job sheet. One copy of this agreement is available with customer
and other copy is submitted at the service center. Based on this agreement only, which was signed by service
center staff and then by the customer; the customer collected the mobile.
IX – July 2, 2015
• The customer tried to use the mobile but as voice was not audible, it could not be used for talking to anyone.
The customer informed this to the service center.
X – July 3, 2015
• The customer received a call from Nitish from Sony Corp that the customer should again submit the mobile at
service center. It is to be noted that during this conversation, Nitish himself was not able to hear the customer
and agreed that the mobile is defective.
• The customer received a call from Harmeet from the service center requesting that the customer submit the
mobile at the service center.
It is to be noted that during this conversation, Harmeet himself was not able to talk to customer and agreed
that the mobile is defective. He then called the customer at an alternate number for further discussion.
• Recordings of this discussion are available with customer. These recordings have been heard by Customer
relations manager of Reliance Digital, Janakpuri, New Delhi
XI – July 4, 2015 (refer attachment “JOB SHEETS.pdf”)
• Job Number # W[protected]Previous Job No : B1W[protected]Repeat Job Number #
W[protected] and W[protected]
• Service center staff tested the mobile and confirmed that the incoming outgoing sound is not clear. Also the
mobile was also getting overheated. Thereafter the customer submitted the mobile at the service center for
refund.
• IT HAS BEEN UPDATED IN THE TOOL USED BY SERVICE CENTER TO PREARE JOB SHEETS, THAT
THE MOBILE IS DEFECTIVE AND HAS BEEN SUBMITTED FOR REFUND (and not repair).
XII – July 9, 2015 (refer attachment “, Delhi, XPERIA Z1 C6902, [protected], 09-07-
2015.pdf”)
• The customer received a second letter from SONY mentioning that mobile has been received only twice
earlier. FALSE
THE FACT IS THAT THE MOBILE WAS SUBMITTED 4 TIMES PRIOR TO SUBMISSION ON JULY 4, 2015.
• This letter mentioned that “the mobile is working normally” and the customer should collect it. FALSE
WHILE THIS LETTER FROM SONY CLAIMS THAT THE MOBILE IS WORKING NORMALLY, AT THE
SAME TIME THE JOB SHEETS CONFIRM THAT THE MOBILE IS DEFECTIVE. ACTUALLY, AT THAT
VERY TIME THE MOBILE WAS SUBMITTED AT THE SERVICE CENTER BECAUSE IT WAS NOT
WORKING PROPERLY.
XIII – July 26, 2015 (refer attachment “NOTICE 1 BEFORE FILING CONSUMER COMPLAINT IN CONSUMER
COURT.pdf”)
• In the time period July 9 to July 26, 2015 the customer tried to contact multiple people from Reliance and
Sony to process the refund. However, the concerned people just kept mentioning to the customer to collect
the defective mobile and did not take any responsibility for the Sony mobile, though it is in the warranty period
and THE PROBLEM STARTED FROM THE VERY FIRST WEEK AFTER PURCHASE.
XIV – July 27, 2015
• On receiving the notice from the customer, Nitish from Sony called the customer. The customer again
explained the case in detail and reminded Nitish that as discussed and agreed earlier with him and Harmeet,
refund should be processed.
• Call recording is available for this discussion
XV – July 28, 2015 (refer attachment “, Delhi, XPERIA Z1 C6902, [protected], 28-
07-2015.pdf”)
• Customer received a letter from Sony mentioning series of wrong details. Please find attached the letter and
evidence to prove each claim made by Sony in this letter as false.
• You can also hear the call recording of the discussion and then you will know that all false details are
mentioned in this letter.
• One of the serious false claims this letter mentions is, “As agreed and confirmed by you to Mr Nitesh
Bhardwaj, the note mentioned on the retail invoice bill is written by you without any discussion with the
service manager / staff, while collecting the mobile from service center on July 1, 2015.”
AS MENTIONED ABOVE, AFTER AGREEMENT WITH NITISH AND HARMEET THIS WAS MENTIONED IN
THE JOB SHEET AND SIGNED BY SERVICE CENTER STAFF AND THEN BY CUSTOMER IN BOTH
CUSTOMER AND SERVICE CENTER COPY. CALL RECORDINGS OF THIS DISCUSSION DONE ON
JULY 3, 2015 IS ALSO AVAILABLE. CUSTOMER RELATIONS MANAGER AT RELAINCE DIGITAL,
JANAKPURI HAS HEARD THE ENTIRE DISCUSSION.
XVI – July 31, 2015
• The customer explained the case to Saurabh Girdhar, Area Sales manager, Sony and shared details of case
with him. Response has not been received from him.
• The customer shared details of case with Manpreet Singh, Account Manager for Reliance, Sony. Response
has not been received from him also.
• The customer shared details of case with Arun Deswal, Area Service Manager, Reliance. He has responded
to customer on Aug 5, 2015 suggesting that the customer should collect the defective mobile.
• Reminder email was sent by the customer to all these people on Aug 4, 2015.
XVII – August 1, 2015
• The customer explained the case to Kapil Mathur, Area Service Manager, Sony and shared details of the
case with him. Response has not been received from him. Reminder email was sent by the customer to him
on Aug 4, 2015.
XVIII – August 5, 2015
• The customer has sent a second notice with details explained to the individuals involved from Sony and
Reliance.
On July 4, 2015 the mobile was submitted at service center for REFUND and NOT REPAIR. Manager at Reliance
Digital has heard the recordings of this defective Sony Xperia Z1 where voice is not at all audible. Manager at Reliance
Digital has also heard the call recordings where Nitish (from Sony Corp) and Harmeet (from Service center) on July 3,
2015 have agreed that mobile is defective.
As per Sony Terms and Conditions
“If, during the warranty period, this product fails to operate under normal use and service, due to defects in design,
materials of workmanship, Sony authorised distributors or service partners, in the country/region where you purchased the
product, will, at their option, either repair, replace or refund the purchase price of the product in accordance with the terms
and conditions stipulated herein” (Reference page 14 of “Sony Important Information”[protected].2 document)
• This document is provided to customer in the same box which contains the mobile, accessories and other
supporting documents
Keeping in view the above evidence where the customer has given Sony four chances to repair the mobile and they have
FAILED to do so, the customer has submitted the mobile for the fifth time on July 4, 2015 for refund.
MORE THAN A MONTH IS OVER AND REFUND IS STILL NOT PROCESSED