[Resolved]  Sony Ericsson Zylo W20 — Faulty Handset Zylo

Address:

West Delhi, Delhi

This is regarding the Sony Zylo handset (details are below):
Model Name: W20
IMEI No.:[protected]
Which was bought by me from Star Mobitel Ltd. G-26, South Extension Part I, New Delhi – 110049, India on Sep 2nd 2010 (copy of bill enclosed), within 3 months of the purchase of the handset, it had ear speaker problem. I visited Sony Care centre located in Lajpat Nagar, New Delhi and to my surprise I was casually informed that zylo handsets have a manufacturing fault/defect related to the wire which connects the motherboard and ear piece. Right after few days the phone display refused to function. My phone by now was useless. On contacting the telephone customer care division to provide me with a new functional and no defect handset, I was asked to submit the Zylo handset to the care centre and provide them with the work order number and only then they would be able to replace the handset.

I submitted my Zylo handset at the Care centre, Careon Dwarka, Plot No.7, Shop No.203, 2nd Floor, Vikas Surya Tower, Sec-12, Dwarka, New Delhi – 110075, India on Dec 20th 2010 (copy of the work order sheet enclosed), they said that it would take 10 days.

I have contacted the customer care no.[protected] 10-15 times now, have spoken to many customer care representatives and supervisors, I have also emailed at questions.[protected]@support.sonyericsson.com but have got no confirmation till date about anything, all I get as replies are the automated and or standard responses. They say that the part is not available and once they get the handset part (which is undefined time period) they will repair my handset. I have been promised a call back a couple of times from the supervisor (Mr.Harish) but I have not received any call till date.On Feb 11th 2011 when I called up at your customer complaint division your rep Ankur spoke rudely as if I am bothering them by calling up again and again and says that I would have to collect the handset from Dwarka service centre and submit it at any other service centre. Call to sony senior helpline no.today ie Mar 3rd is again of no help as they claim they would have to wait for the parts. This is certainly not expected from a reputed company like Sony to harass their customers like this. This is huge disappointment for me as this is not what I had expected from a brand like Sony Ericsson.

I donot want the faulty Zylo handset anymore as I have waited enough and I am not ready to wait for an indefinite period any longer. Obviously I am not getting any help from India Sony centre. I had also couriered written complaint to Pawan Chadha (regional head of Sony) at Sony Ericsson Mobile Communications (India) Pvt Ltd
Time Tower 1st Floor
Office No 104
MG Road Sec -28, Gurgaon,
Haryana - 122002
but again have got no resolution. I want Sony to provide me with a new handset immediately/refund. The situation caused by Sony’s customer care/service centre is causing me lot of trouble and trauma. I really want to sue your company for causing me so much stress and not replacing the faulty handset with a new one, or refunding my money spent on the faulty handset.

Suneela