topic Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info.. in Other/General

Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

iamshital — Wed, 12 Dec 2012 05:58:52 GMT

It is clear that, Sony has cheates us by delivering defected peace Tipo/ Tipo Dual...

I'm software Developer + tester. I know, what is product life cycle.

How to test a product... But... I think tester's in Sony are just enjoying nights with the Girls and not doing their job...

Customers are literely frustrated and support people are just suggesting to go in service center rather than to report issues to Development Team.

[I think they also enjoying the same girls.. But thats not my problem..]

The problem is, how Sony can take this so lightly.. even if this issue can be solved with software patches? They are not even assuring that they will release fix for bug.. they are just simply ignoring...

We will not let you do this to us and go away....

if anybody reading this post can give me details of "Kazuo Hirai" CEO of Sony, then please help me...

Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

Johan — Fri, 14 Dec 2012 08:57:07 GMT

I'm sorry to hear that you feel that way. I can help you forward, but it's hard to forward nothing.

Let me know what you have found and scenarios on how to replicate the problem along with,

Name:

Phone nr:

E-mail:

Country:

Operator:

Product(s):

IMEI nr:

Build number:

And I can forward it for investigation.

I'm giving you the chance to edit your post. I think you know which parts you should remove. You can find the forum guide lines here: http://talk.sonymobile.com/message/1046#1046

Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

iamshital — Fri, 14 Dec 2012 11:14:39 GMT

First of all, Thanks for the reply..!

Second Thing, I'm not going to edit any part of my post just because of it is hurting you.

Because sony is also doing the same thing to us by not giving fixes to tipo users. We are hurt too.

[All the discussion below is about tipo dual handset]

[I'm writing here, "We" because lot of customers have same issue.]

1. We have Bought your phone by Paying Real Money. We didn't steal it from any stores. So it is our right to get the Phone which meets the standards and which we can use.

Tipo Dual is just Entertainment Device, not a phone!

Let me clear out some points before I go in issues, because I don't want any misunderstandigs.

1.Tipo dual is very good at specs and features at such price, No doubt.

2.Good Music experience.

3.Good Android ICS.

4.Overall a nice device.

Let's talk about Tipo as "phone" now... Please understand that now I'm talking only about "Call" feature of the phone which is the most basic and central feature.

It would be wrong to say "Call" as feature, because it is basic REQUIREMENT of any phone.

Music, internet, camara are the extra features... So Am I clear about this?.. Good!

Let's move to the issues in CALL -

Scenario 1 : Person A : is Tipo dual user & Persion B is any other user.

When A calls to B - Here the B listenes echo of His own voice in his own phone, while Person A do not hear any kind of echo of either B or Self voice.
When B calls to A - Here also the B listenes echo of His own voice in his own phone, while Person A do not hear any kind of echo of either B or Self voice.

[This is seriously frustrating to whon I'm calling or who called me.]

[Expected : Person B should not get his own echo.]

Scenario 2 : Person A is using Headsets provided with the phone . .

When person A is in the call, A listens His own voice in the headsets.

If Person A moves his mouth closer to the Headset mic, he even gets his own louder sound.

[This is serious issue either with Internal Design or Call Functionality. No other Phone on the earth (except Sony) behaves this way. It feels like Mic and Speakers are internally connected somewhre, This is not Headset issue. Doublechecked with other Sony headsets]

[Expected : No matter, how much closer is the mouth to mic, Person A's voice should be redirected to whom, with we are in call, and voice should not be redirected to SELF.]

This is the problem in Every Tipo Dual handset, And I'm very serious about my sentense. Go and Check it yourself...!

I request you to please help me...

How you can help me :

Mandetory 1 : Don't tell me to go to Servie Center, it has already done.

Option 1 : Forward this issue to Developer Team and Tester Team and Give me Resolution ID which we can track...

Option 2 : Give me contact details of Developer Team, so that I can Directly communicate with them.

Option 3 : Give the contact details of Kazuo Hirai, CEO of your company, and relax!

[Once you get with any of this resolution, I'll tell all the details about myself]

Regards,

Shital

Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

Johan — Fri, 14 Dec 2012 12:38:44 GMT

It's great that you share this with us but I can't forward this if you don't PM me your credentials as my post instructs.

Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

hirentrivedi — Fri, 14 Dec 2012 15:33:25 GMT

I 100% agree with iamshital but I would like to draw your attention to another basic problem too like if we use data on sim 2 and sim 1 is activated for calls and sms or sim 1 for data and sim 2 is activated for call in both condition sim which is activated for calls and sms lost its network randomly and I had tried and checked it with 8 differant operator's sim, using both sim from same service provider also create network issue some time everything else is fine but basic functions of phone are very poor and I think it is due to software issue and sony can solve this by some patch or update and one more thing can be added if sony want to satisfy geinuene customar by adding smart dialing feature like samsung phone have but I don't want to much disscussion on samsung as this is sony forum but please please please resolve above mentioed issue and I had also visited service center and not get satisfied with provided resolution

Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

hariraj58 — Sat, 15 Dec 2012 08:57:24 GMT

Hi Johan,

Here are the details of my Sony Experia Tipo Model :-

Name: Venkatesh Harirajan

Phone nr:

E-mail:hariraj@rediffmail.com

Country:India

Operator:AirTel India

Product(s):Sony Xperia Tipo (Single Sim Model)

IMEI nr:

Build number:

I don't have IMEI nr and Build number of Set at present.I had intentionally left Phone nr for secuity issue.I do have Echo issue as explained by Shital as in Scenario #1

Regards

Venkatesh

Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

iamshital — Mon, 17 Dec 2012 12:56:10 GMT

Here are my details... This would be enough to process my request further....

Name: Shital

Phone nr:

E-mail: Contact.if.urgent@gmail.com

Country: INDIA

Operator: TATA DOCOMO

Product(s): TIPO DUAL

IMEI nr:

Build number: 11.0.A.1.8

Waiting for reply.. [Expecting in 48 working hours, as business standards.... if sony has any standards....]

Regards,

Shital

Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

YashikAggarwal — Tue, 10 Jun 2014 05:45:32 GMT

Name Yashik Aggarwal

Contact No

E-Mail

Counry India

Product Sony Experia Sp

Model No C5302

IMEI no.

Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

MrMust — Fri, 12 Dec 2014 13:57:29 GMT

Name:Peter Must
contact no
Email
Country holland
Product Xperia.z2
Model no D6503
Imei no
Would appreciate fast reply
Phone is beyond faulty

Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

mandar789 — Sun, 22 Mar 2015 02:06:46 GMT

From:
To:
Subject: RE: 'SonyIndia=024-443-686'Service of Sony Xperia ZR, Model no C5502, bearing IMEI no.
Date: Sun, 22 Mar 2015 06:52:30 +0530

Hello Rupali,

You need to understand that without battery phone is useless . You are not doing any favor to me I want my 30000 Rs back or else give me Z1 with all the accessories Or else I need to file official complaint against you that you are cheating on me by giving me faulty product again & again . If required I will go to consumer court . You are harassing me & giving me mental torture by not giving me Good product for my Hard earned 30000 Rs for last 18 months . You have replaced phone 5 times already for same reason which is insane .

I am not going to accept Xperia Z since you denied to provide me battery which is heart of any phone . I have been kind to you & I was ready to accept Xperia Z which is way below my Purchase Price of 30,000 Rs . Xperia Z has current market price of less then 23,000 .

I want Xperia Z1, Z2 ,Z3 or 30000 Rs I am ready to pay additional amount above 30,000 for any other high end model . I am fed up of talking to you guys again & again . If you don't give me either of two then I am going to lodge complaint for mental torture & harassment & cheating . I have all the necessary proofs which can easily prove that your company has failed to deliver a good quality product as promised by you & Everytime you keep on doing some silly argument without any reason before giving me Product .

If you are kind enough you should compensate for all the trouble you are giving me for last 18 months .

From: Sonyindia.care@ap.sony.com
To:
Subject: RE:'SonyIndia=024-443-686'Service of Sony Xperia ZR, Model no C5502, bearing IMEI no.
Date: Fri, 20 Mar 2015 13:40:27 +0530

Subject: Service of Sony Xperia ZR, Model no C5502, bearing IMEI no.,purchase on 23th Aug 2013.

Dear Mr. Mandar Athavale,

Greeting from Sony India.

Thank you for patronizing Sony products.

This is in reference to your e-mail to our Service Management in regard to the service of your Sony Xperia ZR Model no C5502, bearing IMEI no.

This also refers to your telecommunication with Mr. Dhaval Dharod Area Service In-charge on 19th March 2015 and e-mail reply sent to you by the undersign on 14th and 16th and 19th March 2015 in this regard.

We have received your Xperia ZR at our Authorized Service Centre M/s. Mobile Technology vide Work order no W115031105494, for symptom “Touch Problem.”

As explained in earlier mail we are offering you new Xperia Z only unit without accessories in exchange of your Xperia ZR. This has also been communicated to you by Mr. Dhaval Dharod Area Service In-charge.

Mr. Dhaval Dharod Area Service In-charge is already in touch with you for the same.

We regret that we are unable to comply with your request to exchange accessories (battery and charger.)

We solicit your kind understanding in this regard.

Thanking you and assuring you best of our service support always.

With Best Regards,

Sony India Pvt. Ltd.,

Rupali Pawar,
Officer-Customer Relation – West.

Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

baljeet001 — Mon, 13 Apr 2015 08:44:28 GMT

Dear Sir,

We purchased one New mobile Sony-D2502 , in November_2014, after some days getting 'SIM" related issue

we went to Sony Service Center Gurgaon ,Haryana, India

They demanding 8500/- Rs for repairing under warranty hand set .

Please help to solve this issue , my handset should be repaired in under warranty,

Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

kanchan1 — Sun, 19 Apr 2015 05:04:45 GMT

I purchased my phone in July 2015 and it is not even 6 months that phone has started problems. I have problem with Sony,after jack charging problem, jack changed but still the problem arise, service center says that problem is not there. Even the service center staff is ridiculous and no one gives a resolution and let never talk with a senior, everytime they say that senior is not available and we can not help you out. As sumthing it charges and sometimes it does not charge, bad services with sony, i had confident on sony before now i am frustrated with sony. Change my phone with other phone i need replacement only. kindly contact -

Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

krishiraj — Sat, 16 May 2015 09:21:18 GMT

Hi all-

Let me bring to your attention how a client was cheated, indignant and lately imposed with a heavy fine, insult and rudeness.

I had to visit your immortal services the so called Sony Xperia Center Laxmi Nagar Branch for repairs of my Sony Xperia Z1 phone that I purchased for : 42 K approx one and a half to two years ago.

Ref: 15042600048

Job Num: W115042600048

Although I was pretty impressed by the Sony brand initially with the sales offered by Jumbo electronics initially but to my failure was pretty disappointed by the way this whole situation has been dealt with when I came to the branch, because of which I decided to quickly enter a discussion with an after sales guy who entered a log for me and when asked I should come down for the phone’s servicing to which I was asked to wait for a week’s time.

I was shocked; it doesn’t take that much time instead because when private repairs take time they get it done right away & get bills settled.

When asked if it could be hurriedly concluded, I was still asked to wait, wait and wait because your head office was involved. To my surprise, I was expecting a bill of 7K approx for the touch screen replacement as promised by your after sales rep would still confirm on a return phone call, however, was told that it should be wrapped up in 10 K and that too was told to me within a week after the request was logged.

When I say I was initially impressed, I was heartbroken immediately with the brand Sony & told my new colleagues buying Sony for their parents not to buy anything from your brand because of the rudeness, indignant behavior & delayed lack of responsibilities. The reason I developed this attitude is as follows:

I was told that the repairs should be concluded in a week’s time and should come to pay the amount . Agreed, I am liable to pay the amount. But who is asked to pay before the services are even availed. I again agreed to your colleagues because they are the King not the customer unfortunately.

I came to pay half the amount because of the lack of trust in the brand Sony: and Of course not going to recommend your brand to anyone ever. I was told that they were expecting the phones to be delivered the same day to my surprise.

I was pretty happy and decided to give you guys another chance. No matter what, I still waited a week more and people keep calling me and saying nothing can be sorted out yet. When I visited the branch, I was asked to keep waiting because the head office doesn’t receive the payment so your bank is at fault . But hey, who takes a maximum of a month to transfer the funds to a different account when your own system is at fault.

I have decided to go the financial ombudsman, consumer court, NDTV 24x7 by the way Nitin A Gokhale Senior Editorial team from NDTV is my friend’s dad would love to cover this on Sony Xperia, Worst customer service and its after effects.

I am pretty upset with the way whole situation has been dealt with and gave me mental tremors. I would really appreciate the bosses looking into this and propose what they are going to deal with in coming days for the distressed customer. I was theft of my money in the first place, & people keep calling me & saying that the parts are missing wherein the branch says money is not transferred wherein I paid your team already at the branch.

I wish should have taken control of the situation myself and not to trust your branch already.

Can someone look into this & call me urgently:

Call back number:

Thx

Karan Rishiraj

Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

simran8914 — Fri, 19 Jun 2015 16:46:24 GMT

hello sir,

As I have buyed a Sony phone XPERIA Z1. What kind of phone have you made,Do I have buyed China phone. U have launch such a costly phone
but features quality is so poor.I think I must complain against your company. Phones you are launching is to costly but product used are
worst than china phone.I buyed my first Xperia Z1 in march I lost my phone due to theft but no theft or security features to
track theft.Then I buyed new xperia Z1 on 19 august til now not even 1 year past my phone get damage 3 times buy it self and went to customer
centre their they took 20-25 days for repairment. I got too difficulties no stand by is provided to me and because of your Sony
phone my working get spoil. First time phone was hang on 30 august automatic by itself and get blank screen then I went to customer care they told me to reset
I did that my phone starts after 4 months my phone display got broke by its self then i gave to your service centre they to 15 days for repairment and I told them I need urgent
but no standby was provided to me and no interest was taken to my request.My handset also not working.Then my phone part came out like down speaker coating, cover of charging slot,up speaker voice problem
and battery not getting charged. and other think camera heat up nd phone get too heat up that no body can talk or hold.Now again I had given it to customer care and again they told that
it will take 20-25 days again didn't gave me a standby. Now I think I should Complain against to for providing customer with bad product nd making them torture or irritate...
Just provide me with a best solution so that this could not happen again..Still one year has not been completed and I facing so many problems regarding this phone how can I trust further.
I need A reply Regarding my product solution..Either replace my product and provide me with a new better product or just repair my phone properly and quickly so I should not face this kind of problem again. I would like k you should refund my money..or just provide with new handset..so that I feel safe to use this product with a great trust...thank you

Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

rjroyal78 — Mon, 05 Oct 2015 20:16:23 GMT

Hi,

Can someone provide me the escalation matrix for Sony Xperia phone or any senior manager details. I have the CEO mail id

Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

nry — Sun, 18 Oct 2015 05:59:19 GMT

I think some of Sony Xperia z2 fon are not water resistant.
Because i have tested my own z2 and it failed in test.

I fullfill all the requirements which sony wants before putting the fon in water.

But now it is not starting and damaged

I purchased it on 1st August 2015 so i think it under warranty.
But sony Service center refused to accept it under warranty because they said some water has gone inside the fon and now it is out of warranty.

But let me tell u 1st thing is that i full fill all the conditions before putting it into water because i m not a new user of waterproof sony fon.
I have tested Xperia Go and my friend's Xperia z2,they still working,
So i think this fon(my xperia z2) has manufacturing defected.

So i need to replace or repair it without any payment from my side.

Here is the details of my fon

MODEL NO-D6502
IMEI NO-
SI NO- 1284-1321.
JOB NO-W115091501151.

contact email id:-

Regarding the heating problem.

srm — Fri, 04 Dec 2015 05:22:30 GMT

Dear,

we have purchased the mobile on dated 19.10.2015 and

sumited the device in service centre 24.10.2015 job no W115102403131

28.10.2015 jo no W115102805644

03.112015 job no W115110303591

02.12.2015 job no w115120201321

and dated 23.11.2015 mobile recived from service cetre .

my device continue heating .please provide the solution or will go to cunsumer forum

please provide us a solution for the same.

My contact no. is.

Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

Mahendra2 — Sat, 23 Jan 2016 12:54:41 GMT

My job no is w115120804721.I had given my sony z1 compact model no D5503 4 Itz repair on 8th December 2015 @ HRR telephone commotrade pvt Ltd, Dadar. It was within de warranty period. Ur company has given a word f 7 days.BT till date I hav nt got my phone.
Sir ur company is nt able 2 repair my phone bcoz dey dnt hav parts available .sir so I asked 4 a replacement. Ur company tld me dat dey vil give but Itz dis Thursday 21st Jan I realised de r giving me a second hand used phone so called reforbised phone wid scratches.
Sir y shuld I accept a 2nd hand phone when I hav given my phone 4 repair in de warranty tym.if ur company is nt able 2 repair my phone den Itz ur mistake. Y shuld I accept a 2nd hand phone. Sir Itz now 45 days
I hav spoken abt dis 2 de area manager Mr. Ravindra also spoke 2 de manager Mr.mohan parmar.mailed so many tyms on ur questions.in@support.sony mobile.com ( my no is) but their final reply is either accept dis phone o dnt take ny other phone.sir I bought dis phone just a yr back 4 30000 wic is nt a small amt .secondly whn it is ur company's mistake den y shuld I accept a 2nd hand phone. Whr is it mentioned Abt a reforbid phone in ur warranty rules o job sheet .send me a photo copy whr is it mentioned.
I had even asked 4 cash back but ur company is nt ready 2 do so
Sir I hav really wasted a lot of tym behind ur company but ur company is a big FRAUD.
Sir I belong 2 a medical faculty whr my phone is de most imp thing .ur company has nt done nything 4 me except harressing me .troubling my pts.
I really hope dat sir u vil look into de matter n get back 2 me positively
Sir dnt force me 2 go 2 consumers court n throw a notice on ur company
In ur company no 1 knows nything .a thousand tyms a consumer vil call n finally sum1 will reply.no 1 even knows ur name. whn I asked dem abt de owner ,abt ur contact details dey we clueless ders absolutely no co- ordination among u ppl.Being de CEO at least make sure ppl knw u .

Watever it is sir my final decision is not going 2 change .I will not accept a second hand phone.Either give me cash back o give me a brand new phone wid sealed box.

Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

Vikasbhasin1 — Thu, 28 Jan 2016 07:08:08 GMT

Hi Mr. Suzuki

I need to address my issue as I have purchased Sony mobile on 15th August 2015 and I have given 3 time for the same problem. Every time they have changed the mother board and some other parts and still it is not resolved the problem. So I have raised an request to customer care that to refund my money for that mobile set. Please find the below details mail which I have sent to customer executive.

So I need you to intervene to resolve this issue.

Appreciate your help..!!

On 15th August 2015 I bought a Aqua A4 mobile phone from Faridabad Croma. After few days I have discovered that the phone has the following problem "Hanging, Overheating and Camera error issue" and submitted the mobile 3 to 4 time for repair in Faridabad service center. From there they sent my mobile to the head office where they have changed parts every time but still the problem is not resolved. Also for every time when I submit my mobile for repair company took 20-25 days so as per my knowledge for repair purposes I have given my mobile for more than 2 months for repair from the date of purchase.

I have also requested Faridabad service center to refund the amount for the mobile as I don’t want to take back my repaired mobile as it always gives me problem every time. But still I haven’t got any response from them.

I am entitled to have a refunded as the mobile is not up to condition after giving repair for many times. As I haven’t got any update from Faridabad center for the refund so I am posting you for the same else if I will not receive any this confirmation then I will have no alternative but to raise a dispute in consumer court.

I look forward to hearing from you and as per your customer care center I will wait for another 2 days for your response to take further action.

Below are the details of my service job Sheet -

Ticket ID: 15112001960

Model No: E2363

IMEI No:

SI No:

Please let me know incase you need any more details.

Regards,

Vikas Bhasin

Re: Raise the issue to Kazuo Hirai.. CEO of Sony... support people are giving ******** info..

Ankur92 — Wed, 09 Mar 2016 15:20:11 GMT

My work order number is W116022402398,deposit my phone in service center on 24-02-2016,15 days are over.No one is able to inform how much time it will take for repair.Purchase date is 13-10-2015,with in 5 months this is 3Rd time I deposit my phone for repair.Your services are very bad.The service center persons not able to inform that how much time it will take for repair.It is not possible to provide replacement of my handset with new.