[Resolved]  Sony Xperia — Mishandling of Customer Complaint

Address:

Mumbai City, Maharashtra

Mr. Kenichiro Hibi,
Managing Director,
Sony India Pvt. Ltd.
A-31, Mohan Cooperative Industrial Estate,
Mathura Road,
New Delhi – 110 044.


Dear Mr Hibi,

Pls find below a list of mails sent and exchanged with Sony team. It's sad that despite repeated followups - even after 8 weeks my problem is still unresolved and whats more, no one in Sony even seems to care about the same!!!

Dear Meena,

Would really suggest that I am passed on the number of someone who can atleast take some decision and action on this. The inaction on Sony's part is really baffling in this case!!! Even after writing mails and following up regularly with you as well nothing seems to be happening here!!! Are you guys really serious about Consumer Complaints? Or do I really need to start approaching this case rather more drastically from my side?

I request an immediate resolution to this and would now urge that in case my handset has been misplaced ( or likewise which really seems to be the case) then please replace the same with immediate effect and spare me the hassle of having to follow up further on this.

Just for the records, please ensure that I do not get back any " I will get back to you" mails or phone calls - am seriously over with that phase!! Am sure you appreciate that 7 weeks post my submission I am hardly in a mood to have anyone " get back to be with further update"! Please TAKE ACTION!!!


Thanks and Regards,

Aniruddha Basu









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From: Basu, Aniruddha
Sent: Monday, February 18, 2013 2:21 PM
To: 'services.[protected]@ap.sony.com'
Cc: '[protected]@ap.sony.com'
Subject: RE: 'SonyIndia=[protected]' Extreme Shoddy Handling of Customer Service


Dear Meena,

Received a call from someone who promised to get back to me but then after that nothing. Is Sony really serious about resolving this amicably? Am really running out of patience now!

6 weeks and counting..!! Would "request" you to please ensure that the servicing is done As per Warranty FOC at the earliest and handed over to me.

Thanks and Regards,

Aniruddha Basu









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From: Basu, Aniruddha
Sent: Monday, February 11, 2013 9:48 AM
To: 'services.[protected]@ap.sony.com'
Cc: '[protected]@ap.sony.com'
Subject: RE: 'SonyIndia=[protected]' Extreme Shoddy Handling of Customer Service


Dear Meena,

A week after your mail, still awaiting the results. Its kind of shocking that despite writing to people of authority, a simple mail is all I have got from your side.

In case Sony feels its not going to be possible to resolve this please do let me know so that atleast I can confirm my further course of action.

Hope this time atleast I would get a definitive resolution from your end rather than a simple mailer followed with a period of complete inaction!!

Just to re-iterate its been more than 6 weeks now and I surely am running out of patience!!!

Thanks and Regards,

Aniruddha Basu









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From: services.[protected]@ap.sony.com [mailto:services.[protected]@ap.sony.com]
Sent: Tuesday, February 05, 2013 4:11 PM
To: Basu, Aniruddha
Subject: RE:'SonyIndia=[protected]' Extreme Shoddy Handling of Customer Service


Dear Aniruddha Basu,

Greetings from Sony India.

Thank you for patronizing Sony products.


This is in response to your e-mail to our service head.



Thank you for writing to us and for bringing the matter to our notice. We note the contents of your mail with due attention and concern . We are asking our regional office to immediately look into the matter and expedite resolution at the earliest.



We sincerely regret the inconvenience caused to you and assure you of our best support and attention always.



Best Regards

For Sony India Pvt Ltd.


Meena Bose
Customer Relations - Corporate Office
New Delhi


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This email is confidential and intended only for the use of the individual or entity named above and may contain information that is privileged. If you are not the intended recipient, you are notified that any dissemination, distribution or copying of this email is strictly prohibited. If you have received this email in error, please notify us immediately by return email or telephone and destroy the original message. – This mail is sent via Sony Asia Pacific Mail Gateway.
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Dear Sir/Madam,


Having been an ardent supporter, fan and a loyal consumer of Brand "Sony" for more than 8 years. it gives me great pain and displeasure in stating the there has been an extremely shoddy handling of my customer service log.



I am the proud owner of an Xperia Ion which for some reason was not charging up and hence was submitted on 7th Jan 2013 to the Service Centre as stated below (pdf of Job Sheet attached) :



D/16; 4th floor; Commerce centre

Near A/C market,Tardeo Road

Mumbai



Due to my official engagements I was not able to personally hand over the handset myself and hence took the help of the concierge service at my wife's office (Cadbury's India Ltd) for the same. On submission it was confirmed that since it was well within the warranty period ( hardly a month since I had bought the handset) it will be serviced Free of Cost. Since then it has been a nightmare of sorts!



After almost a week I had asked for a follow up basis which it was confirmed that there is some need for change parts and hence it would take a week more for the same to get done since the change part was not readily available. After that again there was no response for more than a week and after repeated follow ups it was again confirmed that the mother board needs to get replaced and will take a little more time. Last week after further follow up it was confirmed that the job has been done but the original job sheet was not available and hence the delivery would be made the next day. To my utter shock the next day in the afternoon I got a call from the service centre saying that there was water locking in the handset and it was not repaired and that if I wanted to get it repaired I would be charged ~ 70% of the handset cost for the overall changes!!



Firstly, how was a job card made without even confirming the state of the handset to the person delivering the handset? It was very clearly a miss and had that been done am sure there would have been little doubt on the condition and state in which the handset was submitted.



Secondly, when my wife spoke to the Customer Care centre the behavior was pretty rude which to me was appalling because in today's world I am sure with so much competition around a brand like "Sony" should know better how to treat it's consumers.



Thirdly, why was there no update available at all from the Service station guys for nearly 4 weeks????



Fourthly, why was it confirmed that the job has been done and the delivery would be done the next day????



Finally, I am sure Sony would have a database of it's loyal consumers - just to reiterate - the X Peria Ion was my 6th Sony handset in the last 8 years (my last being the X10i before which i had the Xperia Mini). Besides, I also own a Sony Playstation-3 , a PSP, a Sony Home Theatre, a 46" Bravia Smart TV besides Sony walkman etc. As is obvious, I have been a very strong advocate of the brand amongst friends and family.





It is seriously shocking for me that instead of repairing the handset or replacing the same (since it was well within warranty) I was almost "strictly instructed" that " Sir if you want us to work on your handset please note that it would be chargeable. Else you can come and pick it up. Can you please confirm when will you pick it up?"



Please note that for me spending 20k is not at all difficult as I keep upgrading almost every year (my next buy was supposed to be the Xperia Z on its launch). But I find this extremely a ridiculous reason for paying up when clearly someone in the service centre has goofed up on this!!



I would really appreciate if this is taken up very seriously and my faith in the brand is restored with proper action at your end.



Just for the record I will NOT be picking up my cell from the Service Station till I get a favorable response from your side.



Thanks and Regards,

Aniruddha Basu