Sony India — Phone repair

Address:

New Delhi, Delhi

I purchased sony handset xperia zr on 15/07/13 from the mobile store dwarka. The phone was in excellent working condition and there was no problem with it. After 2 years o[censored]sage the phone got a scratch on the screen from the inside and not from the outside making the phone unusable. The phone was working but the touch could not be used. I planned to get it repaired so I went to sony service center dwarka harijan basti on 29/05/15. I told them that this was an issue which many other people were facing as there were similar posts by other people too about the phones self cracking. All this is still there on the forums. Sony refused any claims whatsoever and said that the product had been damaged by me. Which I truly don't agree to as the scratch is from the inside which they also confirmed. They also said that it was not repairable so I would have to buy another handset and they would offer 50% discount if I bought the same handset xperia zr but that would be a refurbished version of the handset and would not come in proper packing. Or else I could pick any other model and I would get 20% discount. I made up my mind and informed them that I would like to pick up a new handset for 20% discount. The lady incharge and an attendant advised that I would have to get a dd in favour of sony india pvt. limited and then this draft would be submitted and I would receive the phone within the next 3-4days after submission. I called up the next day to enquire for the exact amount for which the dd would have to be made.I had to call them more than 5 times as their internet was not working and was under repair.After sometime I managed to talk to the person and I asked the person there for how much would xperia T3 cost me after discount and in whose favour would the draft have to be made. The person informed me that the draft would have to be made for Rs. 13592 in favour of Sony India Pvt. Limited. I asked the person to whom I was talking as to when I could submit this.He asked me to submit it on monday inspite of the service center being open on both saturdays and sundays. Anyways after which I got my draft ready and went to submit it with my father on monday. I submitted the draft and got the invoice as well after a long wait of one and a half hours as the printer was not working. The person there informed me that I would get the phone by friday as wednesday would be there off and thursday an off for the main office from where the phone was supposed to come. I waited and called them today finally on friday on 05/06/15 and now they say it will still take 3-4 more days. They say that who informed you to make the draft of the amount and in whose favour?? They said that we have to send a mail from our end and this was not done by them. I had a fight over the phone and told them that it is not my fault that the mail has not been sent as this is not the consumers duty. My duty was to submit the draft which was done already. Later on I even told them that it has been more than days and I have not received the phone on the promised date. The lady on the phone simply denied this fact and stated that it takes 8-10 days. I said I was informed of 3-4 days. This fact was denied too. There was a lot of misinformation here and I think I have been mislead. I even called them back again and asked for my money back but they denied even that and said that the email has been sent and the draft also. The working staff here is not knowledgeable at all. I don't know how sony plans to satisfy its customers. Because this is a very poor service provided by you guys. You could atleast give the phone when you receive the payment from any sony store. I don'y know what is the need to delat this process so much.