This email is with reference to the faulty Sony Experia T2 device that is owned by self.
The phone was giving issues and self rebooting from the mid of August. (The system settings showed a proof with the log of the system crashes).
The phone was taken to the authorized service center wherein the phone was mended with some software update which did not resolve the issues faced by the phone.
The phone was again taken to the service center on 3rd Sept'4 and submitted for repairs.
Meanwhile I started following up with the customer service for the update on the phone as I was to travel and wanted to take my phone along for seamless internet.
This was the time when my patience was tested and I was brought to a saturation level by the incompetent associates that took my calls.
Just to highlight the ordeal, the succeeding are the points that irked me:
1. My call was put on speaker by one of the associates that took my call and he refused to put it off speaker stating technical snag. (Can I please understand the reason behind this? Did he just want to mock me in front of his colleagues? Or doesn't a huge brand like Sony provide proper technology to its employees?)
2. Even after repeated calls, there was no proper track record maintained of my case. Every single time I called I was forced to explain my case to every associate. Even on one call I had to explain the case to every single associate whom I was transferred to. (Aren't the employees equipped to add notes on escalated cases?)
3. Once an employee hung up on my face after a heated conversation. (Please tell me that customer care employees are supposed to deal with saturated customers in such a way?)
In all these conversations I was conveyed that the motherboard of the phone was faulty and hence the company sent a new motherboard for repairing the phone.
It was then found that the new motherboard was also faulty and hence a second mother board was requested for and it was taking time for the second one to reach the authorized center.
I agree I was given a standby phone for the stipulated time but I regret to inform that the same was an obsolete phone that could not even successfully sync my emails. (A priority for me)
After a long duration of 14 days I was called to collect my phone. When I reached the center I was made to sit for a long duration before the phone was handed over to me. When the phone was, to my due surprise, the phones camera wasn't working at all. I restarted the phone and realized that the phone was freezing and the camera refused to start.
The authorized center gave me an excuse that since I wanted the phone, they had to expedite the process and didn't get the time to test the phone before handing over the same to me. (Really? 14 days was less a time?)
Also, an added comment was that I had 2 options, One to leave the phone behind or take a broken phone and come back after the trip and then get my phone repaired. (Please tell me if that is correct on the part of Sony to give me a broken phone and tell me to take that?)
I was forced to leave the phone behind as obviously I wasn't sure if that would even work. Also, I chose to leave the standby behind as it was good only to make and receive calls and did not serve my purpose of giving me internet connectivity. I had to finally buy a new phone before flying.
Even when I was abroad, my mind was so irked on this case that my wife connected me on a conference with an assistant manager (Who was handling my escalated case). We had to make such an arrangement as we were informed that in no scenario, an international call be made to a customer.
I was advised that as a "special case" I am being offered a new handset. But the condition will be that I will just get the handset without the box packaging and the accessories. (How do I even believe that the phone is a new one and not a refurbished one?). Also, the word "SPECIAL" doesn't suit the bill at all for me. I am a dis satisfied customer that has been literally begging for resolution. Giving a resolution to me is not anything "SPECIAL". Isn't that my right to have a fully functional phone in the warranty period at least?
I had such high expectations from an international brand like Sony and the after sales service has left me more than disappointed. I, for the first time, regret buying a product.
All I am repeatedly asking for is a credit note of my phone amount, so that I buy a new phone of my choice. ( I have been made to understand that the same isn't possible). I was so upset that I demanded a higher end model as I already regret having a Sony Experia T2. I was very conveniently told that I will have to pay the additional amount. I was also clearly told that in case I chose a lower end model, I will not be compensated the loss. (Please tell me how can it always be a win win for Sony and the customer be penalized just because he made a mistake by buying a wrong phone?)
After all the debate, I repeatedly also requested to settle for a same phone if I am given a brand new box packed phone with new accessories. I am ready to give the packaging and the accessories that I have received with this phone.
The sole reason for asking the same is that in case I accept just the phone without the packaging, the IMEI number on my case will not match my phone. At the end I wont receive any resale value for the phone as I have no proof that the phone does belong to the same box. Also, I will no where be proud to share the history of my interaction with Sony with the new seller as I wont find any buyer who will be ready to shell any penny for a phone like that.
After zillion of possible tries, insults like phone being slammed on my face and no replies on emails, I was forced to write the email to request the higher most authorities (That's you, as far as we have been told), to find a resolution.
Trust that I wont be harassed further and be given a credit note, or every consumer has a right to take it further (legally)
I am in no spirit to take it up any more with the brand after this and do not wish to be compelled to knock consumer court's door for my well deserved right.
Aug 14, 2020
Complaint marked as Resolved Sony India customer support has been notified about the posted complaint.
I purchased 2 sony xperia z ultra phones from your authorised dealer m/s Sadhu Sons Kurukshetra on[protected]. IMEI no of both phones are [protected] and [protected]. My phone is running very well but in august 2014 i found a problem in my phone. there is crack in internal side of display. i dont know how this crack come in display. due to this, touch function of my phone is not working but my phone screen showing well display. no other problem is in phone except touch function is not working. i contact your sony service centre(M/s Pushpak Enterprise, KURUKSHETRA) in my city. they said that xperia z series phone cannot be repaired, so you have to pay 50% amount of the phone and you will get a new sony xperia z ultra with a new bill of one year warranty.i submitted my phone to them on 18-8-14. they charged me 19000 rupees and take my old phone with all accessories. and said this process will take 20-25 days. when i asked him for receipt or any bill of phone and money which i giving to them. they refuse to do so and said in accidental claim we dont provide any receipt. after 10 days when i again contact them, they said sir your complaint is in process. we have written a mail to sony head office and waiting for their revert.then after13-14days i again contact them and they said that sir you can collect your new phone. i take the new phone but they didn't provide me the new phone bill and said sir you can collect your bill afetr 2-3 days. after 2-3 days they given me a duplicate invoice of mr ravi saini, invoice no 81156980 dated 2-8-14. but i refuse to this invoice as this invoice is in name of mr ravi saini and dated 2-8-14. when i asked for my bill they said this is your final invoice. but when i not satisfied their answer i contact your customer care on[protected]. i clear all my problem to your customer care officer and he said me that you again contact service centre and asked for ticket no. then i again contact to sony service centre and they said me that sir your phone is rejected by head office and asking for 80% amount instead of 50%. they are totally misguiding me and creating new stories again and again. then they said that sir we can give you your entire money and your old phone. but when i asked for them any written document or any invoice which head office sent to you they refuse to this. and said me that please contact us in evening. in evening when i contact them they offer me 3505 rupees cash back and also give me a ticket no. [protected] of my old phone complaint and said sir this is your final settlement.
now question is that first they refuse me to gine any ticket no and now they are giving me a ticket no and also the my old phone is in their custody. if sony head office issued a phone in my old phone replacement, then why they are having my old phone. i am not satisfied with their service. they are totally misguiding me from the first date i contacted to them. i want my all money back and my old phone replacement. please take necessary action against your service centre otherwise if you could not provide me any solution of my problem i have to go Consumer Court. please do needfull asap.