[Resolved]  Accel Frontline Ltd. — A very bad experience with sonyericsson service centre

Address:

Tamil Nadu

My name is Sridaran Ravikumar , TSO ,HCL TECHNOLOGIES,CHENNAI,INDIA.

I was a proud owner of a SE K550i mobile. I had a problem with it , the function of the hash key got changed to that of the menu key and i could'nt use any features in the mobile , b'coz the option to cancel or end gets selected automatically.

I took the mobile to a authorised service centre in vellore( my home town) and the man incharge told after a single glance at the mobile that the problem is with the IC and the mobile has to be sent to chennai.

I work in chennai and so i got the address of the service centre which is in Greams road , thousand lights , Chennai Ph No: [protected]

I went there by first week of June'2010.

I gave my mobile to them and explained the problem and also told about the IC.
They took my mobile to a "Hardware Check" and after twenty minutes came out and said that the fault is definetly with the keypad.

They informed me of the charges and told that it would take atleast two days to do the service and also told that I would be updated regarding the progress , which at the first place they didn't!! ( WORK ORDER NUMBER : 19983)

I had given them my friend's mobile number.

I waited for a weak and phoned them and i came to know that its ready.

I went to them happily to receive my mobile and i paid the money and they asked me to check it.

The worst thing that i saw is the keypad has been changed and the problem become worse. I could see that they haven't checked the mobile after doing the service.

When i asked about it there came a lethorgic answer that it would have worked when the engineer changed the keypad.


They again took the mobile to examine it and after an other twenty minutes they informed me that the mobile has to be sent to higher level service and it might take ten days and they are not sure whether the issue will be resolved or not!!
I saw a person waiting at the centre, he was worrying about his brand new mobile which he gave to this centre before six months!!!
and still they have it.


Despite that i gave my mobile to be sent to the higher level service and again they informed me that i would be kept informed, which again did'nt happen.

My parents were worried at that time b'coz they were not able to contact me. I had no other go and i bought a new samsumg mobile for 2500 Rs.


I waited , waited and after few days i phoned them daily to know about the mobile and nearly after two and a half weeks time i got an answer that it is ready.


I went there , they informed me that the problem was with the keypad and they have changed it.
I paid Rs.664 and got my mobile back and everything was fine.

For the worse it was only for two days , the problem that i had ,surfaced again!

I've given Rs.664 for a service which worked only for two days!!

I had a tight schedule at work and could'nt reach them immediately, but when i phoned they said its ok if i come a week later.

I sent my friend with all the details , my old keypad, and the mobile with the new key pad.
It was on 3rd of July


My friend went there and was not treated well by the staff at there. They made him wait for nearly five hours , and they checked my mobile five to six times facing a negative response from my friend each time.


Then they shouted at him by saying " Why do you complain again and again by saying keypad not working? Don't you know how to use a mobile?"


He works for Cognizant and a techie by himself faced this nasty behaviour , blasted at them and after which
they came to a conclusion.

They said that the mobile will be kept under examination by the engineers and will inform us about the results.

They informed me finally that the problem can't be resolved by the engineers as the problem is with the board and they promised me my money back.

Its not a happy news b'coz they found the problem only after a month and i'm skeptical about the skills of the engineers who work their and also at the " Higher Level Service".

They gave me a lot of mental stress and i was worried about my mobile loosing concentration on my work

Now they got the new keypad back and said that they have ro send an email to someone incharge to get the money back and it would take a week to get a response because the money was paid last month.

I had already spent a month and a half without my mobile and it was on 12th of july 2010

I wonder why would that be , a week to get a response to give me my money back !!

But still i accepted b'coz i was not in a mood to fight and i also convinced myself with the reason they told me.

And again i was informed that i would be kept infromed, which fro the third time did'nt happen!!!

I'm still waiting for a response from them!!

I had mental stress above all i did'nt have my mobile in my hands for more than a month!

I loved being a sony ericsson mobile user and so do my friends , and i still would buy an other SE mobile in future.

But with this level of customer service experience i highly doubt that it would happen!!!

I hope that i would get my money back soon and i would be glad to become a member of the SE again only if that happens!!

Please do the needfull!!