Case
We bought a mobile Sony Xperia Z(C 6602 black) on 19 May 2013. All of a sudden one day the screen started blinking and phone was not getting charged. Then in another one day, the phone got switched off automatically and despite of several efforts of starting it, we were not able to switch on the same. We went to Sony Service center(RN Goel & Sons Pvt Ltd Ghaziabad on 26 September 2013) and they said that liquid has entered the handset or the charging point of the handset is worn out, so they will send it to the company to get it checked.
Though we told him that the phone didn’t get in contact with water, and moreover as per advertisement the phone is water-resistant.
On 1st October 2013 it was told to us that charging point of handset is an issue and want to check the phone thoroughly again.
On 4th October 2013 they said that mother-board of the handset has failed and it’s out of warranty so we have to pay 18, 000 at least to get it repaired.
We told them clearly that the phone is under warranty and its only 4 months we bought it, they said that we don’t have any option and contact 1800 3000 2800. It’s really been fraudulent of them as the phone is still under warranty and despite of that they are asking for extra 18, 000 at least.
On October 4th, we called Sony India and Private Limited expressing out complete concern on the case and received a mail from Ms Meena Bose, customer relations - corporate office, Sony India Private Limited, saying that she will ask regional office to immediately look into the matter and expedite resolution at the earliest. On October 5th, we again wrote a mail to Ms Meena Bose apprising her of the complete matter, we received call from Mr Gaurav, RO, Sony India Pvt Limited. He said that our handset will be collected from service center and send to Chennai.
We went to the service center on 25th October 2013, they told us that in next 2-3 days the handset will be replaced free of cost. On 30th October we again contacted them, we were told to wait more. We than contacted the toll free number to know the status of handset, customer executive told us that our handset is ready for delivery.
We got skeptical about two different answers from same company, so on 31st October 2013, we asked for sealed pack handset to be delivered to us. Now they are telling a new story that our handset is not approved for replacement and it won’t be delivered seal packed if approved. Even customer executive of toll free number has backed out, they told us to contact service center. Then again on October 31st, we wrote mail to Ms Meena Bose, customer relations - corporate office, Sony India Private Limited detailing her that that the issue has not been resolved, but we didn’t received any response.
On November 8th, we again wrote mail to Ms Meena Bose, customer relations - corporate office, Sony India Private Limited asking her to tell us how long we have to wait, Its more than one and half months but we didn’t receive any reply.
We kept on calling service center people from November 15th to November 25th, to at least return our handset, we don’t want to pay Rs 18000 but they said that phone has started from Chennai and in transit. Since then they are saying the same thing.
We then again wrote a mail to Sony India Pvt Limited requesting to please return my handset with the letter from your company declaring that the charging point is damaged and all other parts are working, as told to me by MR. Gaurav from Ghaziabad RO. But still no reply has been received . We are pissed off with the worst experience with Sony services and company.
Sony signifies pathetic people with no care for customer.
Dated 14th Dec, 2013
Never ever think of buying Sony Handset.
As after purchase they will never listen to your genuine complains.
Its SONY style of working.
They will fool you.
Cheat you.
19th May 2013 purchased Sony Xperia Z, warranty void 26th September 2013
They only know the genuineness of voiding the warranty as no letter issued to us even asking for it several times. All request fall on deaf ears.
After some interactions:
Ms Meena Bose(Customer Relations-Corporate Office New Delhi) will mail sugar coated words but will never try to help customer.
Mr Gaurav(Regional office Ghaziabad) will never even try to speak sugar coated words, forget about helping customer.
RN Goel & Sons(The service center Ghaziabad) aloof of all, don’t know anything "Talk to customer Service number" is their only reply.
A bunch of highly UNPROFESSIONAL people.
Handset returned to us on 14th December 2013 without repair with the demand of 50% purchase price for repair.
THINK 100 times before purchasing SONY handsets.
Regards
Shishir
9999981477