Sony Ericsson — Sony Ericsson Xperia mini pro handset problem and horrible experiences with their customer care and service center in Thane, Mumbai

Address:

Mumbai Suburban, Maharashtra

Dear Sir/Madam,

This is to explain my grievances against the Sony Ericsson for the repair (under warranty) of the handset purchased. The statement of the problem is described as given below:

I had purchased Sony Ericson Xperia Mini Pro on 15.03.2011 and its details are as below:
Handset Serial/IMEI Number - [protected]
Purchased from: Reliance Digital, Maithili Towers, Near Vashi Railway Station, Vashi, Navi Mumbai
Purchase date: 15.03.2011
Purchase price: Rs14,063=00
Make: Sony Ericsson
Model: Xperia Mini Pro, X10
Warranty Status: Yes

When I started using handset I found a software bug in it that it use to auto dial randomly any of the number stored in the last dialed list. After 3 and a half months I experienced that the battery back-up got reduced and it does not last for more than 6-7 hours once it is fully charged. I gave my handset to Sony Ericsson service center CCOM telecommunications at Thane on 9-9-2011.
Authorized Service Centre contact number and address: CCOM Telecommunications P Ltd, F-11, Eternity Mall, Teen Haath Naka, Thane (West), Maharashtra, 400601
Ph:[protected]
Work Order No. : SE[protected]

The center told to return the mobile in 10 days time. But till date as on 07.11.2011, I had not received it. My handset is with the Sony Ericsson service center in Thane for the last 60 days and still they had not repaired it. Since last 7 weeks I am calling the center and customer care and they promising to return after repair in 3-4 days but that does not happen and even they do not explain the exact rectification of the problem. I am fed-up with their answers. Service center informed that they have to replace one IC in the handset and which is why it is taking time. I even called up Sony Ericsson support center twice but no action taken by them for repair. The current status of the repair on their website shows it under repair.
The dates of my few calls and emails from customer care or service center after I aggressively followed them after their irresponsible behavior are as given below:
1. Phone call at service center on last week of Sept, 2011.
Response - The handset is under repair and will take 7-10 days for return. Handset problem not stated.
2. Phone call at customer care helpline phone number in last week of Sept, 2011:
Response - same as above.
3. Phone call at service center in second week of Oct, 2011:
Response - they have to replace one IC in the handset and which is why it is taking time.
When asked about the IC name and its function and the reason for such long time, they could not able to explain.
4.Phone call at customer care helpline phone number on 21st Oct, 2011
Response - The handset is sent to their Chennai center and assured that it will be given back in 7-10 days.
5. Phone call at service center on 24-Oct, 2011
Response - The handset is repaired and will be available in their office any day. Asked me to contact in 2-3 days.
6. Phone call at service center on 25-Oct, 2011
Response - The handset will be definitively delivered after repair 28th morning.
7. Phone call at service center on 28-Oct, 2011
Response - The handset is not checked by our team and will be given on 29th afternoon.
8. Phone call at service center on 29-Oct, 2011
Response - The handset is under verification by our team and they will call me once it is ready, but positively it will be delivered today.
The same day I called at 6:00 pm told them that I will be coming to office to collect the handset
- Response - The handset is till under verification and asked to call in another 15-20min. Again he assured that it will be delivered today. But when i called after 1/2 an hour the shop was closed.
9. I wrote a mail at Sony Ericsson customer care a mail Id - [protected]@sonyericssonmail.com and questions.[protected]@support.sonyericsson.com on 30th Oct stating the problem and informed that if my grievances and problem is not solved in 2-3 days I will go to consumer forum and lodge a complain for it.
Response - No positive response and regretted for the inconvenience. They gave a ticket reference number for the complain[protected] and 91603932.
10. I mailed them again on 1st Nov, 2011, expressing my grievances and warning them that if they do not give any action, I will go to consumer court.
Response - No reply
I sent a reminder mail to them again on 3rd, Nov, 2011.
Response - Apologize for the delay and they will take seven days to resolve the issue.
11. Phone call at customer care helpline phone number on 4-Nov, 2011
Response - The team is working on it and the issue will be resolved in 7 - 10 days.

Consequences : Since I cannot afford to buy a further new handset, I am using my eight years old handset which does not have any advanced multimedia features, internet and call conferencing facility.. My job involves lot of interaction with my colleagues and vendors on phone, call-conferencing and email. As my handset is stuck up with the service center for so many days I am having lot of inconvenience in my job and personal life. Many times my office work got delayed or hampered because of not having any access to internet or contact details while travelling or not in my office. This whole issue is giving a lot of mental pressure to me along with waste of time and money for calling them.

I am loosing my patience and temper on this and have no words to explain my grievances to you.

Compensation:-I could understand by the experience so far with their customer care and service center that there is some serious technical manufacturing defect in the handset and that is why it is taking a long time for them to resolve.
As a compensation I want that my handset should be replaced by a new set and Sony Ericsson should take a proper action against the service center and work seriously on their customer service front so that no other customer like me go through the same mental agony I had been with.

Looking forward for getting justice to a customer who had suffered due to the faulty set and being harassed by Sony Ericsson people on daily basis.

Please let me know if you require any more information.

Regards
Vijay Mohan Verma
B-604, intop Heights, Plot No - 70 and 71,
Sec-19, Airoli, Navi Mumbai - 400708
Ph- [protected]