My Handset Sony E K 530i, stopped working on 2nd of Feb 09 evening, while swiping a call. Screen went blank, and i was unable to put it on again. Post submitting a service request at Nehru Place(New Delhi) Service centre, they suggested me to come back next day to handover the Phone. Next day they accepted the phone only after intervention of your call centre. "They don't have time", was the explanation given "in an abusive manner" by the CCE(Service Centre) on that day (4/2/9). The first thing the engineer said that it is a liquid damage case and can't be repaired under warranty, which is not true, as described by me in the mail. Still without arguing much, with such idiotic service engineer and staff, the first quote given for repair was Rs 590. Same day the quote was revised and this time it was 1650, which i revoked, as quotes were getting changed every 15 min. The Manager of the service centre confirmed a call back, as he wanted some Senior Engineer to give an estimate and asked for a days time. On 5th the manager calls back and confirms Approx Rs 1200 would be the expense. I was made to agree as i was not having any other option than getting my phone back, and as ensured repairs will happen in a day and he will confirm same once it is done. After waiting for three days, I went back to the service centre to check the status and this time to my surprise the estimate had gone up to Rs 6500.
How can the estimate change so frequently and don't you think it is a Question on your Proficiency, Knowledge level, and Skill Set of the Service Engineers?
Why have the service standards of Sony Ericson India depleted so much? Globally they are known for their service standards.
Who has given a right to your support executives to ABUSE a walk-in Customer?
Why should a customer be mentally HARASSED on the name of customer service?
Why should i trust that my phone has not been mishandled by someone, as it was never a liquid damage case and the estimate changed 5 times?
The fault with the phone was never a liquid damage as the phone was very much in working condition. I think, to avoid the expense on within warranty repair the company is refusing genuine customer complaints Or else the quality of the your products is spurious, and the company is wanting to hide the same, by naming the defect as "out of warranty defect".
Before writing to you i have spoken to customer services couple of times, and i am fed up with the same repetitive lines and their helplessness.
I hope the complaint is listened this time and i get rightly compensated for the harassment & loss of phone, time and energy.
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