[Resolved]  Sony India — Inefficient sony after sale service

Address:

Ahmedabad, Gujarat

When will I get my Phone?
SonyIndia=[protected]' Ticket ID: [protected]
We bought a Sony Xperia Z purple colour phone on 29th Mar’13 which broke in an accident in the month of Nov’13. We submitted the broken phone and a demand draft of Rs. 17995 to Sony Service Centre SG highway Ahmedabad on 21st Nov’13. We received a replacement phone with 6 months no payment replacement warranty (ADP) on 6-Dec’13. When we opened the box in the service centre the phone was BLACK in colour

Since we were confirmed by the service centre that we shall receive the same colour device (purple), hence the change in colour (black) was not accepted. To this incident Ravi the help desk executive at your Sony Service Centre confirmed that they shall replace the device with purple shade. Basis this discussion the device in black shade that we had received, was handed over to Sony service centre Ahmedabad the same time. They took the phone from us and told us it will take 10-15 days for the purple phone to arrive for which they did not give any other document. A new purple phone arrived after almost a month later on 4th Jan’14, again this time they did not give any document mentioning the new phone is purple in colour and the letter provided previously would only stand good for any future interactions.

The purple phone which we had received on 4th Jan’14 got damaged while kept on charging on 5th June’14 between 10:30 PM to 11:45 PM. We submitted the phone to Sony Service centre on 6th June’14 for replacement as it was in 6 months no payment replacement warranty (ADP). On 12th June we received a call from the service centre saying that this phone is not covered under the warranty (ADP).

My husband called the customer care number and spoke to Rahul & Manish and explained the entire scenario to them, Rahul then tried to contact the Ahmedabad Service centre Manager (ASI) who was not well and could not speak. He then spoke to Jignesh the service centre executive to see the details of the job sheet, wherein Jignesh went to speak to his Manager Gautam Shah who refused the replacement under warranty.

The IMEI of the purple phone and the IMEI mentioned in the job sheet (mentioning 6th Dec’13) is same, but the purple phone was received on 4th Jan’14. If I count the days of warranty (ADP), the policy expires on 4th July’14. Why am I being said the warranty has been expired. Delay at your end, in delivering the correct handset should not put the phone out of warranty. It’s a miss at your end.

It took 45 days for us to receive the purple phone after paying 18K, for which we were already very upset.
· Original phone purchased: 29th mar’13
· Phone got damaged: 20th Nov’13
· Demand Draft submitted: 21st Nov’13
· Broken phone submitted: 21st Nov’13
· Black phone received: 6th Dec’13 (wrong phone)
· Black phone returned: 6th Dec’13 (wrong phone)
· Purple Phone received: 4th Jan’14 (correct phone)
· Purple phone got damaged: 5th Jun’14 (correct phone)

The phone is right now with Jignesh at the service centre and he said he will send an email to escalate the case further, however we have not received any update on it.

Please provide a replacement at the earliest as it is affecting my work a lot (without email services) like it happened last time.

Delay in the process will provoke me to file a consumer complaint.