I had purchased a Sony Ericsson Mobile( Model: W 300i Shadow Black Mobile Phone GSM/EDGE) on 11th September, 2007 from ALFA, Shop No. 5/6, Dadi House, Irla Society Road, Vile Parle(West), Mumbai-400 056.
As the Mobile Phone battery started giving some problem around May, 2008, ALFA(as referred above) from whom the mobile was purchased, was contacted. We were advised by ALFA that Sony Ericsson Service Centre(ACCELFRONTLINE, Seagate, GLOBAL IT SERVICE) at Saki Naka, Mumbai may be contacted for further assistance in the matter.
M/s ACCELFRONTLINE, Seagate, GLOBAL IT SERVICE at Saki Naka, Mumbai was contacted in mid June, 2008 and as requested, the mobile was handed over to them. While M/s ACCELFRONTLINE kept the mobile, the SIM CARD and the BATTERY was given back to us.
After several trips, a set was handed back to us on 05th August, 2008.
Although the set was received in good faith, it was observed that the set handed over to me by M/s ACCELFRONTLINE on 05th August, 2008 vide was different from the set handed over to them for repair. The set handed over to me by M/s ACCELFRONTLINE on 05th August, 2008 has the **DPY NO.** & **IMEI No**. & **S/N No.** , different than the set that was handed over to M/s ACCELFRONTLINE by me for repair(refer para i).
Although while accepting the set, M/s ACCELFRONTLINE was informed that the set being returned is a different set than the one handed over to them for repair, it was argued by M/s ACCELFRONTLINE that this is the same set.
After inserting the SIM CARD in the mobile set handed over to me by M/s ACCELFRONTLINE on 05th August, 2008, it further ascertained my doubts that this set is totally different from the one that belonged to me and which was handed over to M/s ACCELFRONTLINE for repair by the fact that the data in the set handed over for repair was completely different than the one handed over to me supposedly after repair.
When enquired about this discrepancy with M/s ACCELFRONTLINE, it was informed that the Engineer who worked on the sets for repair might have fed his/her own data in the set.
I am not satisfied with the counter argument put forward by M/s ACCELFRONTLINE and I am very much concerned of the possible misuse of the data that contained in the original set handed over to M/s ACCELFRONTLINE for repair, if it falls on wrong hand/hands.
As you would appreciate that this type of Customer Service from a company of repute like Sony Ericsson is in total contravention of the faith/expectation that a customer would normally look forward from a company of repute
After registering a complaint on their website 07th August, 2008, the following Message was received from Sony Ericsson Call Centre on 08th August, 2008:
"Thank you for contacting Sony Ericsson Call Center, your question has been registered and the reference number is 72441110.
Sony Ericsson Call Center will soon come back to you with a response.
Please do not respond to this mail since it will not be delivered to any recipient.
For future emails concerning this case please include the following line in the message subject field: “Case: 72441110” and send the email to questions.in@support.sonyericsson.com.
What about a visit at https://sonyericsson.com?"I would like to know if Sony Ericsson’s response to my complaint is restricted only to the advise received from Sony Ericsson’s Call Centre as referred in point 2.If not, what further action Sony Ericsson intends taking?Shall appreciate your urgent response in the matter before any further action is initiated at my end.
Thanking you,
After this, there was no contact from Sony, either by e-mail or from the Call Centre. I have mailing them on questions.in@support.sonyericsson.com again on 19th Aug 2008 and am still awaiting some kind of positive response.