[Resolved]  Sony Mobile — False commitment from sony mobile

Address:

Pune, Maharashtra

Dear Sir/Madam, I am writing to you with a hope to get some solace for the issue that I have been facing for the past one month with Sony Mobile India PVT LTD and their technical support ‘Aaradhya Enterprises Pune’. I purchased a my Sony Xperia L C2104 on the 11th of January 2014 to help me with my work. It was a huge financial step for me as it cost me approx. Rs 15000. To my disappointment the phone was not up to expectations and the standards promised by SONY. It started giving issues of freezing and restarting from day 1. I hoped that it would be an exception occurrence and hoped the performance would improve, however as the issue persisted I took the phone to my ‘Aaradhya Enterprises Pune’ on the 19th of January 2014. I was told to submit the handset, which I did as requested, however to add to my grief the issue was not resolved and they told me that they cannot exchange the phone to a 7day exchange policy. I have since then submitted the phone three times to the service center with no resolution. They also chose to downgrade my OS version without intimating me and told me that now they cannot upgrade as there is currently an issue with the OS version. I have not been able to use my phone for past one month, despite of several attempts to contact SONY customer service and technical support. This has also taken a toll on my work as I currently do not have any other phone (handset) to work with. I sincerely urge you to look into this and help me get a resolution at the earliest. Mentioned below are details of the complaints made and communication sent. First visit @ service center i.e. Aaradhya Enterprize on 19th Jan, 2014. I ask them to replace the handset, & give me the new one, but i was told the replacement policy is only for first 7 days. Service center executive has asked me to submit the handset, but as the handset was new i has not submitted the same. On 20 Jan 2014 I had called to Sony Customer care[protected], they had provided me the complaint number which is [protected] and have ask me to submit the hanset at sony service center. On the same day i had written a mail to sony xperia care website(www.sonymobile.com/in/support/contact-us/contact-form/Phones/phone/en_IN...⇄ )describing the issue, i have not yet received any revert on the same. On 22nd Jan, 2014 i have submitted the handset at sony service center with the token number [protected], i have received the handset after 2 day, service center has given me the assurance that all the issue are fixed, and i will not face any problem. After 7 days i was facing the same issue, so i visited the service center on 1st Feb, 2014 @ 10.00 A.M. I had a word with Mr.Shinde (Senior authority) at service center. Mr. Shinde had checked the handset & he informed me that the issue is recurring because of the software, & he asked to handover the handset to him, so that he can upgrade the software to fix the problem. On 13th Feb 2014, ( After 12 days) I was facing the same issue with the handset, so i visited the service center on 13th Feb, 2014. I meet Mr. shinde there, he asked me to submit the handset, so that they can keep the handset under observation for next 24 hours. So on 15th Feb 2014 I went to Service centre to recollect handset, Just to be on the safer side i checked the handset But I found out that the Operating system has been downgraded from Android 4.2.2 to andriod 4.1.2. Ticket No. [protected] Today i.e on 20th Feb i visited the service center, they had given me the complaint number [protected], and had stated that the sony server is down, because of which they can't upgrade the software right now, & have asked me to wait for next 25 days. Also the details of the complaints made and communication has sent on 1. www.sonymobile.com 2. questions.[protected]@support.sonymobile.com 3. [protected]@ap.sony.com