Sony India — Problem in Smart Phone and miserable Customer Experience

Address:

New Delhi, Delhi

Dear Sir, Would like to submit the chronology of events that we had to go through for having purchased a 2 Sony product a third time ( and all the three times have been miserable experience and last being terrible) 1) Sept 15th : Sony Experia Ultra C5 was purchased by us from M/s Sree Lakshmi Enterprises 2) Sept 17th : We have discussed multiple defects like quick battery drain, Photos not getting saved, wifi not getting connected and phone getting hanged quite often 3) Sept 17th : Lodged a online compliant and received no response and upon calling up the dealer he has indicated that we need to go Sony Service Center. 4) Sept 18th : Called up the customer care number and lodge a compliant and requested for details of service centers if any in Madhapur and was told there is none. We discovered that there is one in Madhapur ( Vaibhav Enterprises) and we were told that the Phone will repaired whatever be the issues. Had to wait for 3 and half hours. On calling up the Customer Care center they have reiterated nothing but repairs will be entertained. After 4 hours, the Service Center team has accepted that there are multiple issues and we need to surrender the phone and will be given a DoA to take a new phone from Dealer. When we have communicated to team in the dealer showroom, they have indicated that they are busy with other customers and their Manager is in lunch and we will have to wait. Then the manager walks gives the fresh piece and hands it over to his team member, The team members hands over the box to us. ( No apologies for teh inconvenience caused) When we share about bad experience, the manger retorts that there is no point in we sharing anything with us and it is for the company to deal with it( what an association from a dealer who beleives in only selling and washing away his hands) In light of above, after all the ill-treatment, we have decided not to take the replacement and have come back home. Upon calling the customer care center, Ms Rashmi after having understood as to what transpired in the entire episode defended/judges that the behavior is right. Mr Hari in the next escalation call says this is max that can be done. In the entire exercise, Me and my niece for whom the product was purchased had to forego one full day leave and the trauma for 24 hours. In light of above, the bare minimum that I request is for a written apology from Senior Functionaries of Sony and refund of money back( Have spend close to INR 1 Lakh in the last one year and had undergone miserable experience every time). I would expect Brand Sony to be sensitive to customer experience and fulfill the harassed customer request rather than taking a adamant stand that such a policy doesn't exist. By the policies are prepared keeping customer in mind and organizational policies do exist for self-fulfillment. Agony of aggrieved Sony Customer ( Dr D N Venkatesh)