Sony India — Mobile Phone Replacement

Address:

Chennai, Tamil Nadu

Hi, I have to begin by saying that, I was completely an addict towards Sony products until this kind of irresponsible service was provided for the Smartphone replacement (Sony Xperia Z). I purchased a Sony Xperia Z mobile phone through snap deal on 18-Oct-2013. The mobile phone was working like heaven for six months until an internal crack was produced in it on 22-Apr-2014.The touch capability of the phone was lost and phone became totally inoperable. I neither dropped the phone nor hit it anywhere. On investigating about the issue online, i found out that many people have suffered from the same problem. The reason for the issue was stated to be the fragile nature of the glass used in manufacturing Sony xperia z phones, to give it a very lean and sleek look. I took the Smartphone to the service center in Tambaram. They refused to service the mobile phone under warranty, saying that the "Accidental Damage Warranty" is for only six months. They said to pay a minimum of rupees 15, 000 to replace the phone for a new one. I decided to go to the Sony service centre located at Egmore for better service on 05-Jul-2014.They offered to replace the phone after delegating the Sony Head office for about two weeks, Finally they decided to replace the phone for half the price of the Sony Xperia Z (15, 495 Rs) Mobile phone. I paid the amount through DD on 18-Jul-2014. Nearly one month has surpassed and there has been no proper response from the people at the Sony service center. They are giving lame excuses like i) Phone is out of stock in warehouse, ii) No response from the Main Sony Service Center in India etc.I have been using a spare phone for about four months now believing i would get a proper response from Sony .I have waited for a proper response for nearly one month for the replacement and i haven't got any. I have always been a huge fan of Sony and its products. Sony has always surprised its customers with excellent product endurance and quality. Sony has disappointed me with its poor service quality of late. My desire for buying Sony products has decreased by a large amount. I have decided to appeal to the consumer court if i don't get a proper response within the next week. Regards, Harish