[Resolved]  Sony India — Defective Product, Extremely Poor Services, Dismal Customer Care and Unprofessional Response Of The Managers

To General Manager Sony Mobiles, India. Sub : Defective Product, Extremely Poor Services, Dismal Customer Care and Unprofessional Response Of The Managers This is in regard to the extremely poor product of Sony Mobile, awful services of Sony Mobile Service Centre, false promises made by the Sony salesmen on purchasing the product and the terrible response of Manager, Head Office Delhi. Being in Army, I am unable to visit service centers so frequently due to round the clock commitments of my job, mistakenly I trusted Sony Mobiles, who without fail gave me frequent troubles for which I am repenting till date. I purchased Sony Xperia C on 28 Dec 13, believing the salesman that the product is sturdy and would be reliable. I SHIFTED from SAMSUNG to SONY to experience better quality and services but to my astonishment the product started developing problems shortly after the purchase. The screen developed a black lining which started widening day by day. After six months when I went for some duty I, I submitted my handset to Sony Service Center in Indore, MP. The service center provided services which could have been rendered by any company. They were not in possession of the screen which was to be replaced for which I had to make a trip of 50 kms again from my duty station. Making a second mistake of trusting the Company for their services, I checked only the screen and not the complete handset. After reaching home, I discovered that the mic and the speaker were not functioning. The service center had developed a fault which did not exist before. Next day I had to leave for duty to Chandigarh where I deposited my mobile phone for repair. Again the Service center was not having spare parts and told me to come after two working days for which I could not wait due to service exigencies and had to leave for my duty station leaving the handset with the service center. Due to commitments which cannot be documented for security reasons, I had no time to visit Sony Service Station and suffered due to the faulty handset for a long time. I am posted at a place from where the nearest Sony Service Center is more than 100 km. The state of the product after expiry of its warranty can be well imagined by looking at its performance at present when it has not even completed half of its warranty period. It seems that Sony mobiles have taken its customers for granted not realizing the value of time of the customers. Purchasing Sony Xperia C has caused me tremendous harassment. I could not speak to my near and dear ones for a prolonged time not to mention the repercussions of loss of internet connectivity which includes financial losses and other losses which cannot be quantified. The extreme mental trauma experienced by me cannot be gauged and has reinforced my faith of not to purchase any Sony product and recommend the same to other customers and to my army colleagues. The response of the customer service and its manager was even worse and beyond imagination. I wasted my valuable time speaking to various executives in Delhi head office for which I have a call record to furnish at the appropriate forum. They promised me that their Area Manager will call me shortly for which I waited for six hours after which I had to call to ask why I was not given a call as promised, for which they had no answer. Finally I received a negative response from their end which was beyond my toleration level. Ultimately I had to return to my duty station without the mobile and again experiencing the same troubles. The employees of Sony Mobiles living in well connected places cannot even imagine the psychological state of the individual living in a remote place, separated from their family and not even able to speak to them due to relying on their product. Now after three days I received a call from their area manager which was supposed to be shortly after my initial conversation three days back. The poor services of Sony Mobile clearly demonstrate the sad state of affairs of the company which has no value of the time of its customers. The pathetic after sales services rendered by Sony Mobiles shows the lackadaisical attitude of its employees towards their profession. The customer care services provided only waste the valuable time of its customers and the company seems to exploit the busy schedule and the inability of its customers to visit the service center or file any grievance against the company. Distressed Customer Sanat Kumar [protected]