Dear Sir,
1. Refer to my grievance sent on yahoo mail dated 12 Feb 14 addressed to servicehead@ap.sony.com regarding a mobile repair service complaint with respect to my sony erricson st15i model.(enclosure in page 3 and page 4 of this mail).
2. I have been called by Mr. Lokesh from Sony service centre, Visakhapatnam on 3-Mar-14 saying me to deposit the set for repairs. On the same evening I went to deposit the set for repairs. But they refused to deposit the set saying that it was opened by some outsiders before submitting the set to them. They must have sent photographs to you now. They say that the screws are not in right place.
3. “Yes it was opened beforeâ€, I said the same thing before submitting the set on 03 feb 14. I have checked it with Sony Authorised service centre, Bright solutions, Dwarakanagar Visakhapatnam as directed by Sony showroom on 02 Feb 14. They checked the set and declared the display as the defect and due to shortage of spares they directed me to go to Ram nagar service centre.
4. Then I took the set to ram nagar service centre on 03 Feb 14. I have already informed you about the events took place after 03 Feb 14. But on 3 Mar 14 when they rejected it I have asked them why they are not accepting a mobile earlier opened by an authorised service centre. They then told that Bright solutions is not an authorised service centre. But before submitting mobile I have confirmed it from sony mobile showroom for an authorised service centre, they have only directed me to Bright solutions. Outside the Bright solutions one big board displaying it as authorised service centre can also be witnessed.
5. Even though if the service centre is not an authorised one, on 03 Feb 14 when I have submitted my mobile to Ram nagar service centre they themselves have checked it and they have also declared the same defect i,e. display problem but after handing over the mobile to me only I could check that it was made non-operational by Ram nagar service centre. Why did not they check the mobile operational status after delivering? why did not they took the photographs on the same day before and after delivering the mobile? Why they are taking photographs now?
6. After observing all these events, I am able to make out that smart play is being played by Ram nagar service centre as the set was only having display defect before submitting it to them and after receiving the mobile back it was totally non-operational. I am very sorry to say that the service centres are not well organised, are incompetent and no one is bothered to check whether the service centres are pretending or not pretending to be an authorised service centres.
7. Please sir, resolve the issue at the earliest because I am working in Indian Navy Defence organisation where I get a very limited time due to our commitments in service which are to be delivered at sea. This is the reason that I could not even contact you after 03 Mar 14 when this episode has happended.
8. I give a lot of respect to Sony mobiles and services, I hope that you will be working at your best to resolve the issue and redress the grievance at the earliest and make people not to lose their confidence on a brand like Sony mobiles and Services also.
Thanking you,
Yours faithfully
P Dorababu
********13
10 Mar 14
Dear Sir,
I am a serving defence naval officer. I have purchased Sony ericsson xperia ST15i mobile 35********93000 in Dec 2011. After 2 months itself it had a touchscreen complaint which was rectified and working fine.
On 3 Feb 2014 I have deposited my mobile with display complaint in authorised service centre, Ram nagar, Visakhapatnam. Before taking over the mobile, the service centre receptionist checked the working condition by calling on my mobile number and speaking on it. The mobile was absolutely working fine except display complaint. Then the service engineer checked the set and said that display is not working, rest everything including touchscreen is working fine. He estimated the repair charges to be around Rs.3000/- and presently the spares are not available. And I took back the set relying 100 per cent on Sony service. It was a big mistake committed by me which I realised later. Neither I have checked the mobile nor have they checked before handing over the mobile to me.
I was in a dilemma whether to repair the mobile or else to sell it in exchange. After 3 days on 6 feb 2014 I have decided to go for exchange. But it was not switching on at all. I thought battery might be low and charged it. Still it was not switching on and I was observing the same for 2 days. After lot of struggle I thought of asking the same service centre to check it. On 8 feb 2014 at 1700 hours I have deposited the set to check why it was not switching on. Then they told that some fault might be in the board. Then I have questioned them before depositing the mobile only display was the problem then why it has aggravated. I have requested them to give back the set in the condition as it was earlier. But the service centre officer in charge Mr. G Lokesh refused telling it was not their fault and it is too late he cannot do anything now.
Then I rang up the call centre at 1800 hours on the same day and spoke to Mr. Krishna kumar, senior executive level of repair dept. After requesting he also gave the same reply. You can go through the telephonic conversation on 08 feb at 1800 hours.
At the end, I have a question sir, is it not correct to rely 100 percent on sony mobiles and services. If within 2 years 2 months sony mobiles will come with so much discomfort added with unsatisfactory service then why to go for branded mobiles like sony. As you know how the markets are flooded with same featured mobiles at a very cheaper price. Still people believe on the brand that’s why they purchase sony mobiles. People believe that branded mobiles have extended problem free life and good service. In my case a gross injustice is done to me because after carefully using it also it has packed up in 2 years and the service was also unsatisfactory. Neither the mobile nor the service is upto to the worthful standard of a brand like sony. As the customer himself advertises about the sony mobiles freely, it is the responsibility of you to keep the standards and satisfy the customer.
As I am a defence personnel i get less time for my personal requirements that’s why I could not report the defect on the next day. I truly regret for my mistake. Taking the circumstances through which I am undergoing Please sir, I am requesting you to redress my grievance at the earliest and make some arrangement to return my set in the same condition as it was earlier. I am expecting that as a true leader you will come up with a solution and keep the name of sony mobiles in the good books of people and redress my grievance at the earliest.
Thanking you,
Yours faithfully
P DORABABU
12 Feb 14
Mobile no. ********13