[Resolved]  Sony India — Sony Xperia Contact Center, Service Request: 1-[protected]

Address:

New Delhi, Delhi

Good day, This is with reference to your reply through the trailing mail by showing SONY concern just about the delay in repair of the smartphone. My concern is not only about the delay in repair of the smartphone but also about the poor quality standards of the SONY smartphones.SONY must reply me on the following points: 1. Why SONY, India will not take the responsibility about the poor quality of smartphone C6602 when it claims that SONY adheres to stringent quality standards. 2. Is it the quality standard of the SONY company that its expensive smartphone becomes faulty just within a period of 1 month of purchase and charger becomes faulty within another 2 months. The replaced handset again becomes faulty within few months. Why SONY, India is avoiding to reply on the quality of the smartphone C6602 which has failed n no. of times. 3. Why the SONY, India is not responsible for the delay. How Sony, India can escape from its responsibility for refund of money by just stating that spare parts are not available. 4. Why SONY, India is not quick in refunding the money just like it replies to the mails of a customer. The replies of SONY, India are just to make a fool of the customer by avoiding to reply on the real issue, i e the quality of smartphone. 5. Does Sony India designs such a costly smartphone with lifespan of few months that too only with n no. of repairs. Can SONY, India reply that Why a customer will buy such an expensive smartphone if the life of SONY product is only few months. 7. Does SONY, India thinks that the customer is buying such an expensive smartphone of such a reputed company for just having life of few months. 9. How SONY can sell such a poor quality product to customer at such a high cost which last only for few months? 10. Why the SONY, India wants the customer to suffer due to the poor quality of smartphone. Why the SONY, India is not refunding the money by looking into the poor quality of the product which only concludes that the SONY Xperia Z is having Manufacturing Defect and is not a quality product. 11. Why the SONY, India wants that I should go to the Consumer Court to get the refund of my hard earned money which has been wasted on this poor quality smartphone C6602. 12. What will be the fate of such a poor quality smartphone after the warranty period. Do you think that I have spent so much money just to use the smartphone for 1 year only that too with so many visits to Authorized Service Center. In view of the above, It is the responsibility of SONY, India to refund Smartphone money when it is not up to the mark of SONY quality standards. I have no option except to go to Consumer Court for refund of money along with compensation and penal interest. Regards, Pooja Aggarwal ------Reply from SONY---- Dear Ms. Aggarwal, Greetings from Sony Xperia support. We value the importance of your concern. It is perturbing to note that your recent interactions with the Service Centre have not been upto your satisfaction. We fully recognise that it is important for a customer to have a good experience with us the first time around so that we can reinforce the same as we go along. As per your query, we would like to inform you that we endeavor to provide timely and quality service but sometimes due to non-availability of spare parts or a comprehensive assessment being done on the handset. The repair turnaround time may take longer than the indicated time for delivery specified in the work order. Also, we need to inform you that time taken for repair depends on number of factors like nature of concern, availability of spare parts, etc. We would also require time to coordinate the entire process. Hence, the delay is unintentional. Further, kindly note that the phone is kept under observation once the service provision is complete, in order to substantiate the optimal performance of the phone. Also, we would like to inform you that as per our records your handset is currently under processes and the relevant department is working on the same to resolve it as soon as possible. We seek apologies and we seek your kind cooperation in the interim. If you need any assistance or clarifications, please feel free to contact Sony Xperia Support at the Toll Free number[protected]Working Timings-9:00am to 9:00pm: Mon-Sun) alternately, you can email us at questions.[protected]@support.sonymobile.com For the latest news, information and product support please visit www.sonymobile.com/in Thank you for contacting Sony Xperia Support. Always looking to serve you better. Kind Regards, Divya Srivastava Sony Xperia Customer Services [protected]My mail to 1st reply by SONY[protected] Good day, This is with reference to your mail dated 9 Aug, 2014 in response to my mail dated 8 Aug, 2014 against work order number W[protected]. In this connection this is to inform you that the Sony Authorized Service Center has mentioned on the worksheet that the issue will be resolved within 7 days but even after a period of 13 days, they are still saying that smartphone has been sent to Sony for replacement. It seems that the SONY, India instead of looking into the concern of a customer, is sending such mails to escape from its responsibility by leaving it to Authorized Service Center officials who themselves don't know why they are unable to resolve the issue even after a period of 13 days. The SONY Service Center officials are so negligent that neither they reply properly, nor take job seriously, It can be seen from the job sheet of work order number W[protected] where product under warranty has been mentioned as Out-Warranty. The SONY, India can't escape its responsibility of refunding the money to a customer by selling such a poor quality product which becomes faulty within 1 month of purchase. The stringent quality standards of SONY as claimed are of such a low standard that the product becomes faulty again and again and the customer has to suffer a lot due to none of his fault. How such a costly product can become faulty of a company like SONY in such a short span of time. If the SONY will sell such a poor quality product, then it will only loose the confidence of customers in SONY products. What will I do with such a poor quality product after expiry of warranty period. Then what is the use of spending so much money if SONY products lasts only for a few months. How SONY can sell such a poor quality product to customer at such a high cost which last only for few months? In view of the above, It is the responsibility of SONY, India to refund Smartphone money when it is not up to the mark of SONY quality standards.The period of 7 days mentioned on work order sheet has already lapsed and I have no option except to go to Consumer Court for refund of money along with compensation and penal interest for harassment of a genuine customer in case refund is not given to me without any further delay. Regards, Pooja Aggarwal ------ Reply from SONY----- Dear Ms. Aggarwal, Greetings from Sony Xperia support. We value the importance of your concern and seek apologies for the inconvenience caused to you. In response to your query, we would like to inform you that as per the work order number W[protected] your handset is under process and they are working on the same to resolve it as soon as possible. We assure you of our best support always and as soon as there would be an update on the case we would keep you posted. Pursuant to your request for replacement or refund, we would like to inform you that the Sony Authorized Service Centre would decide to service the phone or swap it with a working unit of the same model depending on the nature of concern in the phone and the level of servicing required. Hence, we are currently not in a position to comment on your request for replacement or refund. We seek for your kind cooperation in this regards. If you need any assistance or clarifications, please feel free to contact Sony Xperia Support at the Toll Free number[protected]Working Timings-9:00am to 9:00pm: Mon-Sun) alternately, you can email us at questions.[protected]@support.sonymobile.com For the latest news, information and product support please visit www.sonymobile.com/in Thank you for contacting Sony Xperia Support. Always looking to serve you better. Kind Regards, Rohit Singh Sony Xperia Customer Services -----My 1st complaint mail to SONY----- -----Original Message----- From: pooja.[protected]@gmail.com Sent: 08/08/2014 23:24:13 To: questions.[protected]@support.sonymobile.com Subject: Phones Question to support From: <pooja.[protected]@gmail.com> Subject: Phones Question to support Phone model: Sony Xperia Z, C6602 IMEI: [protected] Message: I had purchased SONY Smartphone C6602 on 1 Nov 2013 which became faulty and the complaint was made to Sony Service Center, Janak Puri, New Delhi via Ticket No. [protected], Job No. W[protected] dated 7 Dec, 2013. The handset was replaced on 13 Dec, 2013 but no screen guard was given along with the replaced smartphone and I had to spend Rs. 1000. It was a shock for me that the Smartphone of such a highly reputed company became faulty within just 1 month of purchase. The replaced Smartphone started hanging and I had to visit again to the Sony Service Center within 2 months to get it repaired. The Smartphone charger also became faulty on 13 March, 2014 via Job No. W[protected]. The charger was also replaced. Now the smartphone has again become faulty on 30 July, 2014 via Ticket ID [protected], Job No. W[protected]. The current status of the same has not been informed to me even after a lapse of more that 10 days, when on the other hand SONY promises to look into the issue within 7 days. I have also sent a mail on Email ID servicepoint.[protected]@gmail.com and numerous telephonic calls at the Sony Center are not replied properly, every time it is said that the Smartphone has been sent to the SONY company for replacement. Such an expensive but poor quality Smartphone only compels me not to go for SONY products in future. The smartphone is under warranty up to 30 Oct, 2014. If such an expensive product of a company like SONY becomes faulty so frequently within a period of 6-7 months, then who will buy SONY products which is known for quality and services. I am unable to use my smartphone services for the last 11 days and no standby cell phone has been given by SONY to me. In view of the above, it is requested that an amount of Rs. 31, 500 may please be refunded to me as I have already suffered a lot by purchasing the SONY product. In case the amount is not refunded to me, I shall have no option except to approach the CONSUMER COURT for refund of the amount along with compensation and penal interest there on. Additional information: First Name: Pooja Last Name: Aggarwal e-mail: pooja.[protected]@gmail.com Phone number: [protected] City: NEW DELHI Postal code: 110059