Sony — Not ready to repair the phone, insisting on phone replacement with extra charges

Address:

Bangalore, Karnataka

I purchased a Sony Xperia ZR last year(23/6/2013) and on 23/3/2014 its screen cracked. I went to the Sony Service Center in Bangalore and reported the issue. People there told me that this phone is not under accidental warranty and I told them that I am ready to pay the charges for the screen replacement. Then they tell me that this phone cant be repaired and they will replace it with a new phone and asked me to submit a draft of 16000.00/- along with the damaged phone for the replacement. I reported the issue in Sony Complaint website (Service Request: 1-[protected]) and they replied back stating that they cant repair the screen because repairing a single phone at a time would cost them more and insisted on phone replacement (which cost way higher than that would cost me for screen repair). Why are they manufacturing a phone that cant be repaired. If someone purchases it, he is like trapped to pay them 16, 000/- to get the phone repaired. They are more concerned about the cost that they will have to bear for the repair, and so are trying to lure the customer to go for the replacement phone with paying extra charges. If they cant repair the screen, they should provide the new phone at the same cost as that of the screen repair. They should have clearly mentioned this at the time of purchase that this particular phone cant be repaired. They are trying to make a fool out of their customers. Kindly look into this matter. I m attaching the email conversation between me and the company customer support on this matter. I will give you a clear idea of what they are doing.