Guys, Buying a Sony Xperia XA ultra Mobile Device is a horrible experience for me. I would give some addition to the original mail written to consumer care( Consumer Complaint No 278522)
I have Purchased a Sony Xperia Handset in March 2017. From the day of purchase it had lots of issues, literally a defective handset I received from the dealer.
Some of the issues I faced initially as below
a)I was not able to fetch/transfer data from my mobile
b)Others can’t hear what I am speaking unless I speak on headset
c)Talk for some time will heat up the device excessively
d)Phone will hang up frequently and need to switch off/restart
I visited the service centre and they told there is a software issue
They kept the phone for 2 weeks and returned, I found the same issues after a week period
I escalated to the sony service head for a replacement but did not receive any reply except a message that your request was logged as an interaction. Without any hope I visited the service centre again, after some days they called me saying that the motherboard is replaced and the handset is good to collect
I visited the service centre again, this time I thought I will check if it is actually fixed before I take the handset back
This time there was a new issue. The network for both sim in the handset(Tata docomo and Vodafone) was below 10 percent. I waited for half an hour to check if the handset will work after some time. As there was no network, I was not able to check the audio issues and other software problems
Very interestingly the lady customer care executive told the sim has fault. I have showed her the network as full by inserting the sim in other mobile device.
She checked in all possible ways and admitted the handset as defective. When I asked for replacement again, she told it’s not possible as the job sheet is still open.
I have written the complaint on the back of the job sheet, but when I asked to put her name she denied to provide that information to avoid any controversial situation involving her. So without any hope, I left my handset again in the Service Centre
There were several follow-ups with Sony Customer care, Service head without any result.
In the meantime, Consumer help line has asked me to sue Sony India/Sony service center Koramangala in the consumer court based on the complaint reference(Complaint was closed from Sony saying the issue details has to be couriered to the Head office for any reply). I lost interest for a consumer case after a visit to the Consumer Court Office. We need to have enough time for a proper documentation and act as per some expert guidance which I have not.
After more than a month, Sony service center called to collect the handset., Although I had lost all the trust, I did not have any other option than to collect the handset.
This time the headset had the MIC issue(Other’s can’t hear what is spoken from the headset)
I left the service centre with all my lost hopes and a huge disappointment, I am still continuing with the same issue and I know I am done with my fight and can’t continue like this
Only prevention from the lessons learnt for me is not to buy any products of Sony, not to refer any friends and colleagues and lastly to address in the forum for others to learn from my mistake. The Stress/mental agony suffered by a customer as a result of expectation of a Service after sale can hardly understood by so called Big Shots in Mobile manufacturing
Thanks for reading, please think twice before buying a Sony India Product
Regards
RK