I am a fan of Sony Ericsson products. I really love the product. I have a k750i about which I have written a review too. The product is excellent infact I would consider it as one of the best VFM products.
The experience I had and currently having with the after sales support offered by Sony Ericsson is very poor. Please read on.
I faced a problem with my K750i handset - Couldnt power on the hand set in the month of January 2008. Since I stay in Marathalli, Bangalore I gave this handset for service with Venus Telelinks who are one of the Sony Ericsson certified service center(Authorised service center.). The date I submitted the phone was 31/1/2008. My phone was still under the warranty period. The receipt number was 10661. I got the service done by 15/2/2008. It looks like it takes a minimum of 15 days of turnaround time for any hardware problem, which they say has to be delt by SonyEricsson service center head quarters at Chennai. I received the phone and was working. After using it for one day I found that the the phone was not able to receive signal.When I reboot the phone it will work forsome time and again the antenna signal will disappear and I was not ableto make or receive any calls.
Again I gave the phone for service and I was not given any printed receipt since they had some printer problem. So a handwritten receipt was given tome as acknowledgement. I waited for close to two and a half months. The service center guys invented reasons and reasons from outer space, whenever I make calls tothem.
Again I found that the mobile was never touched by anyone and was dumped in some corner. Since I was busy at office in themonths of march and april, I almost lost seriousness on the phone. Iwas schocked at the end of 2 and half months of waiting that nothing was done with the phone. The guy at the service center sited lot of excuses that the previous guy incharge had quit and others lost track etc. etc.
By this time(May 2008) my phone’s warranty period was over. I lost my nerve and blasted them. The manager talked to me for the first time and promised me that in a week’s time my phone will be serviced. I calmed myself down and left quitely.
This time they gave me a fresh receipt dated(31/5/2008). My IMEI number - SES08VTL10661. The phone was serviced by (10/06/2008). They said that it was a mother board problem and that it was replaced. I was happy to get back my cute baby. Just when I reached home that evening I found that the same problem again started. Again I went back and fought with them. Themanager said that the mother board is replaced and that he doesnt understand why its happening.
Since my mother board was replaced the IMEI number was now 35570601862435-1. They said that they will somehow solve this in 10 days time. I was still patient and accepted that. A new acknowledgement receipt was generated(againa handwritten one). The sympton on the receipt was written as’No Network problem’. I am yet to get the phone back .Today(19/7/2008) the manager asked me to come to the service center. I went there and I was told that, a big mistake has happened. The girl who handles customers at the help desk has mistakenly given my mobile to someone else and that it will be returned to me by Tuesday. I was running out of words and was unable to properly blast this Mahatma. Its almost a month since the last receipt and I havent used my mobile since the 31st of January.
How do you describe this service quality? Since usage of mallicious words is against the decorum of this site, I have painstakingly avoided that. I dont know whether its a careless attitude of this particular service center or Sony Ericsson company.