I purchased a new Sony Ericsson Vivaz Pro handset on 15-Jun-2010 from Sony Ericsson showroom whose address is JLK Enterprises, G-2 Padma Palace, 86 Nehru Place, New Delhi - 110019. My invoice number is 232, dated, 15-Jun-2010.
In the month of December, I found some issues with my handset. Issues are:
Ear speaker problem: I cannot hear the person’s voice to whom I am talking to.
Loud speaker problem: My voice gets flickered and the other person cannot hear me properly.
So, I decided to get my mobile fixed by handing it over to Sony Ericsson’s authorized service centre. I went to Sony Ericsson Service Centre at Nehru Place and they told me that "FLEX" component is not working properly, and it has to be replaced with a new one. And for that I have to wait for 7-10 days. Service Centre’s address is Intarvo - Nehru Place, G-4, 5, 6, Chandra Bhawan, Bldg No. 6768, Nehru Place, New Delhi - 110019. Workorder number given to me was SE310INP11770, dated 20-Dec-2010. After 10 days, I went to service centre and they told that they haven’t yet received the spare part, so I have to wait. And they told that I can check the status of my mobile at https://sein.servicetrack.in/
On 29-Dec-2010, I made a complaint at Sony Ericsson’s Customer Care(Ph: 1800 11 1800). I got a ticket number 89259551, dated 29-Dec-2010. The agent, Rahul told me that the spare part would be dispatched and call again on 03-Jan-2011 to know the updated status.
On 04-Jan-2011, I called up at Customer Care on 04-Jan-2011. This time I used Option 3 of IVR, i.e. Help Desk to track the status of ticket. The agent, Hena told me that I would get my handset on 11-Jan-2011.
I called up again at customer Care on 11-Jan-2011. The agent, Ilma told me that I would get my handset on 18-Jan-2011.
I called up again at customer care on 19-Jan-2011. The agent told me that I would get my handset on 25-Jan-2011.
I called up again on 25-Jan-2011. The agent, Hena told me that I would be given the status of my handset on the weekend.
On 27-Jan-2011, I called up again and agent Hena told me to call again on 01-Feb-2011. I told her that I already lost more than a month of warranty by submitting my handset at the Service Centre and asked if Sony Ericsson would extend one month warranty of my handset. She said "NO". I also told her that if the spare part is not available, then why don’t you change my handset with a new one. She said that "IT IS NOT POSSIBLE".
I felt that I was being cheated by Sony Ericsson’s Customer Care and decided to take my handset back from the Service Centre. I went to Service Centre and asked them the status. They said that they haven’t received the spare part for my mobile.
I had a blind faith on SE and used to be a big fan of Sony. I recommended so many friends and colleagues for SE handsets. We have 3 handsets of SE in my family. I am having SE W810i since last 5 years and SE Vivaz Pro, my wife is having SE Z550i since last 4 years. And I was thinking to gift SE Zylo to my mother this January.
Now, I will never recommend anyone to buy SE phones. Now, my 3 yrs daughter is using my SE Vivaz Pro as one of her toys. It has become totally useless for me:(