[Resolved]  Sony India — 1-[protected]. - submitted for repair October 22 - no idea when it will be fixed

Address:

New Delhi, Delhi

Apart from a transparently self-serving email that pretends as though “signing up” with Sonymobile will get me better service, I have had no help from your customer service number or your service center. It is now 28 days since I submitted my mobile for repair because I dropped it and cracked the touch screen. Sony India has managed to add Sony to the long list of Indian companies that do not care two hoots about their customers once they have sold them a phone. Please try calling your service numbers and your service centers. They are staffed by ignorant, ill-informed personnel who could not care less about the customer. Most have not an iota of technical training and are simply trained to parrot disinformation. I expect s a senior manager (not a trained parrot) to call me and apologize for this type of treatment. Having several Sony products at work and at home I was quite simply shocked at the poor quality of the response of your Service centers. Why is Sony selling expensive smart phones and servicing them with thoroughly unprofessional service centers? This is Sony we are talking about – a world leader – behaving worse than a petty store keeper with a monopoly would do in a village in India. The phone is a lifeline for executives today and it is sold with it great fanfare and promise at a huge premium. Yet you seem not to care at all about the user once it is sold. Have you ever audited your service centers or do you simply outsource this activity to the lowest bidder without much quality control? It is shocking. These instruments are not cheap and neither is our time. PLEASE READ EMAILTRAIN: THE MATTER IS STILL UNRESOLVED Sent: Friday, October 31, 2014 11:54 AM Dear Divya: This is a strange response perhaps cut and pasted from other responses. I never claimed the phone was under warranty. Please read the complaint before you answer with irrelevant responses. The complaint is about 1. Poor service outlets staffed by incompetent front office 2. Using the excuse of Diwali to delay any support for 1 week. 3. Stating that all data would be compulsorily removed even though the problem is only with the touch screen. Arjun Surya, PhD From: questions.[protected]@support.sonymobile.com [mailto:questions.[protected]@support.sonymobile.com] Sent: Friday, October 31, 2014 11:14 AM To: [protected]@curadev.in Subject: Sony Xperia Contact Center, Service Request: 1-[protected] Dear Mr. Surya, Greetings from Sony Xperia support. We value the importance of your concern and regret the inconevnience caused. In response to your query, we would like to inform you that if your handset is having any kind of liquid, physical or cosmetic damage then your handset would not be considered under warranty and you have to bear the charges for the same which has been provided by the service centre. Also, we would like to inform you that as per our records your handset is currently under processes and the relevant department is working on the same to resolve it as soon as possible. We seek apologies and we seek your kind cooperation in the interim. If you need any assistance or clarifications, please feel free to contact Sony Xperia Support at the Toll Free number[protected]Working Timings-9:00am to 9:00pm: Mon-Sun) alternately, you can email us at questions.[protected]@support.sonymobile.com For the latest news, information and product support please visit www.sonymobile.com/in Thank you for contacting Sony Xperia Support. Always looking to serve you better. Kind Regards, Divya Srivastava Sony Xperia Customer Services -----Original Message----- From: [protected]@curadev.in Sent: 30/10/2014 10:57:15 To: <questions.[protected]@support.sonymobile.com> Subject: Experia Z1 COMPACT: Ticket ID: [protected] I accidently broke the touch screen of my Z1 compact and went to your Lajpat Nagar, Delhi Sony Service Center (Technocare Solutioons) where the machine was submitted on the 22nd of October. Ticket ID: [protected]. Here is my experience: 1. I was told that the shop that was supposed to be open till 6 PM since Diwali was around the corner. When I said that it had taken me 1.5 hours to get to this shop in Lajpat Nagar, Delhi since the shop at Noida did not have access to the replacement parts – the service person agreed very reluctantly to take the machine 2. She then said that all my data would be erased. I asked why – she said this was the policy and that I would NOT to be able to understand. When I told her that the phone was on and working – but could not be used due to the touch screen issue – she was abrupt and said that she did not want to answer. She was ignorant and it was shocking that a Sony service center was staffed by an incompetent, unhelpful person who despite her very obvious ignorance displayed a very condescending attitude towards a customer with a problem. It was as if she was doing me a massive favor by even speaking with me! 3. She said that the work would be done at the “factory” and that they would automatically update my software and that is why all data would be removed. I said very clearly that I did not want a software update. I am quite capable of doing this on my phone myself. The way she was speaking it seemed as though the phone belongs to Sony even though I paid almost Rs 30, 000 for it! 4. Since your Lajpat Nagar Sony Service Center was going to send the phone elsewhere – I am not sure why this could not have been done by the Noida service center. I got no intelligent answer for this from either place 5. I asked her when the phone would go out to the “factory”– she said the shop was closed for 4 days for Diwali and it would only go out on Monday. It is now Thursday and when I called your 800 number the person was polite but unable to offer any kind o[censored]seful information. Having several Sony products at work and at home I was quite simply shocked at the poor quality of the response of your Service centers. Why is Sony selling expensive smart phones and servicing them with thoroughly unprofessional service centers? This is Sony we are talking about – a world leader – behaving worse than a petty store keeper with a monopoly would do in a village in India. The phone is a lifeline for executives today and it is sold with it great fanfare and promise at a huge premium. Yet you seem not to care at all about the user once it is sold. Have you ever audited your service centers or do you simply outsource this activity to the lowest bidder without much quality control? It is shocking. These instruments are not cheap and neither is our time. I hope this email reaches a person in authority is genuinely concerned and not a robotic individual perfectly trained to sound sympathetic but who ensures that all blame is pinned on the customer. Regards, Arjun Surya, PhD Arjun Surya, PhD, President & CSO, Curadev Pharma Pvt. Ltd. B-87, Sector 83, Noida-201 305, (UP), INDIA T : +[protected]/1830 Email: [protected]@curadev.in ; Visit us: www.curadevpharma.com