My phone’s touch screen stopped working in 1st week of June 2012, even after re installation of OS it did not solve. So I decided to to take it to nearest service center.
Model: Sony Ericsson sk17i
Online Merchant: Letsbuy.com
Date: 18.08.2011
Invoice No: LSB-299155
Serial No:358216040891004
Reached the service outlet but there was no person at 12PM to attend (Accel Care, Sakinaka, Mumbai) when I located the manager and complained, I was told Sony does not pay enough to provide service levels expected, and was asked to wait.
Thought it is best to take my phone elsewhere, went to next closest CCOM services, Ghatkopar, Mumbai and deposited my phone, I was asked to contact Sony Mobile support at 1800300028** for inquiries and repair updates, since they were unable to reply to calls due to work load.
Since then I have lodged many complaints and numerous calls, but Sony Mobile India is unable to revert to any of them.
Work Order:s SE31260711156 - dated 15.06.2012 : 1:33PM
Online Complaints (Nil Response): SES126005939 / SES126006203/SES127007261/SES128009847
Numerous Telephone Calls: Ticket ID: 93167254. (No body calls back after promising to do so with update many times).( questions.in@support.sonymobile.com)
Problem largely is with Sony Mobile India management and policies. Moreover they are not investing timely in procuring & stocking spare parts, also they do not communicate any deadlines/dates for availability or completing service.
I don’t blame the people at the helpline, they are courteous but helpless, they know that their committment holds no meaning with the larger inefficiency and cold attiMr_customtakeouter of Sony Mobile India. Even when they log for call backs, no one from technical team calls back. I have spoken to their technical staff Dhiraj Joshi and Bharat (when I refused callbacks and pressed for someone responsible), they are equally helpless lads and can do nothing to help.
The service center run by CCOM has shut down on 01.09.2012. I have been speaking to a contact number pasted outside the closed shop. (Rushabh- CCOM Service Manager). The owner Chirag Shah does not pick his number when called 9819933683.
Rushabh initially told me collect the phone from Samsung Service Center at Chembur (E), Mumbai, also run by CCOM Services, when I called repeatedly so as to collect the phone, he kept delaying by saying that mobile is still in repairs, under testing, center is closed, he is on leave and latter told that he shall have it delivered but though we were at home on the delivery day, he replied that the delivery person told him the premises was locked.
Now he has hinted at problems with Sony Mobile India, I can’t blame the franchisee, a company treating it’s customtakeouters so bad may be treating them similarly.
Already I have had 2 bad experience with Sony Service Centers, (Accel Care, Sakinaka, Mumbai and CCOM, Ghatkopar, Mumbai), and since I have already bought another smart phone, I would want Sony ideally to return money paid for this phone (10mths used) and trauma (4mths) by third rate service rendered. I have no faith in getting service in another Service Center of Sony.
I am done with Sony products and have realised that the brand is not what it used to be. I shall wait for Mr. Mr. Kunimasa Suzuki’s (President, Sony Mobile) reply before deciding on what difficult steps to take to extract my mobile/money.
There are many other helpless customtakeouter, search out their stories at https://talk.sonymobile.com
Update 09-10-2012
Finally the franchisee (Chirag Shah - CCOM.IN) returned my handset via Rushabh (employee) yesterday claiming it to be repaired. My observation on the the handset retuned which is non usable:-
All the screws in the rear are missing + looks very wornout.
Large gap between the keyboard slideout and display, can see the LCD light through.
Power rubber flap is missing.
The serial number is different.
Home button is malfunctioning.
Pls find 2 photographs to substantiate my observations. There has been no communication from shamless Sony Mobile India.
Update 15.10.2012
Resolved Finally. Whew!
Sony Mobile India’s ’Repairs Manager’ contacted me. Received as requested alternate handset as replacement on payment of difference.
Received update on steps being taken to update support network with promise of better experience for all customtakeouters in coming months.