Sony Ericsson (T 700) — Poor After Sale Service

I bought a mewly launched Sony Ericsson T700 mobile phone on 07.11.08 and it started malfuncioning within 20 - 25 days from the date of purchase. I went up to the service centre (CARIANO TELECOM, ROOP NAGAR, DELHI) and they diagnosed the handset and concluded that the Ringer was faulty and nedded to be replaced. Then they checked up with the stocks and told that the part is not readily available. I was advised to keep the handset with me and use it in vibration mode and as soon as the ringer would be available, I would be informed over phone and then I would visit the service center and get my handset repaired. I agreed. But days went by and there was no response. I contacted through phone but the same reply was repeated time and time again.

Finally on 26.12.09 I walked up to the service centre and compelled them to keep my phone and give me a job sheet as otherwise I was just wasting time and did not have any evidence that my phone was malfunctioing. Even thenn I was told that the ringer would be made available in a weeks time and my phone would be repaired. Now instead of seven days, seven weeks have passed but no positive reply. The service center people never bothered to call and update the status.

In the mean time I logged on to their website and made a written complaing through mail which was acknowledged by a self generated E Mail. I even logged complaint through the customer care but all invain. Every time we get to talk to a new guy whom we have to explain whole story in detail wasting our time but still the typical careless reply, "Give us 24 working hous", " Give us some time" and so on but not even a single positive reply.

Follow ups were on everyy frequently but all without any positive result. Suddenly i received a phone call one evening suggesting that my phone was lying ready at the service center and I was not collecting it deliberately. I was advised to visit the service center and collect the same next morning. This came to be the biggest lie when I contacetd the service center next morning. I was again told that my phone was not yet repaired due to unavailability of part. It was really embarrasing situation once again. I called up to the customer care again and querried about this incident, I even gave them the Phone No, from where I received teh call and I was shoked to hear that it was not the number of any sony ericsson service center or office. If we try the no. it always goes engaged.

Now I again requested them to guide me towards replacement of teh handset and I was told to get in writing on teh job sheet from the service center that my phone is not yet repaired due to unavailability of parts with the company hence it should be replaced, but the service centre clearly denies to give any statemnet in writing. This clearly signifies their honesty in the case otherwise why would thay have a problem in doing so. Now either they have not tried to get the handset repaired or it is all a mixture of mind games being played with the customers. Ultimately the CUSTOMER IS THE SUFFERRER.

I have tried all means by now but nothing comes out to be fruitful. I have only wasted my precious time and money chasing these people. Also our one number is being used intermittently due to this problem which is giving us lot of problems.

This is second time I have to chase Sony Ericsson for after sale service and both the times it is a big failure. Earlier I bought W580i which had a network problem in early days itself. I kept on shutteling to service center but nothing was resolved. Finally I sold that handset in local market at big loss and buy a new handset. Now I really repent on buying Sony Mobile phones.

Second big problem with these companies is they do not disclose any static adress where we can visit or send a written complaint. I have even tried this but no adress was given to me and i was told to follow up through Customer Care or E Mails. I dont really know whether this is authentic or not.

I am really frustrated with the response and am no longer interested in getting the phone repaired, rather I woul like to get it replace or my money refunded so that I can go with other options and buy some other handset.

It would be very grateful if I can be helped and my problem sorted out by means of this complaint.