topic Re: Why Sony Ericsson is BAD in XPERIA archive

Why Sony Ericsson is BAD

Thu, 24 Mar 2011 15:25:09 GMT

I had bought x8 xperia, which started causing problem, and even after submitting to service center for more than 50 days, I have no clue as to what status is my case at.

I have called customer care, Corporate Office, mailed and yet not even a single response.

I have now made a complain in Indian Consumer Court.

A brief look is enough to tell that maximum complians are against Sony Ericsson for its services.

Have a look ot complain and followups.

http://www.consumercourt.in/mobile-handset/47860-sony-ericsson-not-repaired-over-month-warranty.html

My questions,

1) Does SE service is of same quality worldwide?

2) Can and do this company launch Product without and second thought to after sales support?

3) Do they have worldwide quality control?

Anyway never ever buy SE. Their general attitude is clear to me atleast.

Bought HTC desire, simply better product.

I Challange SE, if they can ever reply atleast once. This show the true face of SE.

They simply can not.

Re: Why Sony Ericsson is BAD

Thu, 24 Mar 2011 16:07:29 GMT

My case as follows:

Device: Sony Ericsson X8
Problem: Touch screen not working. (need to be replaced)
Work Order Number: SE31102110673
Complain number: 89709352

1) I had bought the mobile on 8 Oct 2010 from Noida.
2) It wen touch dead in starting Feb. I could not pick or dial or do any thin on the phone.
3) I deposited the phone to SE service center in Sec 18, Noida on 11 feb 2011.
4) I was informed that I'll receive the phone after repair in 2 weeks and got a work order number.
5) Called after 2 weeks, i got a reply that I have to call Customer Care for early processing as they are "waiting for parts".
6) I called cc and was again asked to call after 48 hours, which according to them is 4 days. (48 working hours) and got the complain number.
7) So i called, got a confirmed delivery date of 15th march 2011.
😎 I called service center on 15 march, no reply to the call.
9) I called again on 15th march (around 10 am), here is what happened:
a) The cc exec. said that they are waiting for the part and i should call on 22nd for further status.
b) I did not agree to the situation, and demanded to talk to senior executive.
c) I was asked call them again and this time go to option no 3, as they can not transfer the call.
d) I call again and selected option no 3, to get to another cc exec.
e) Here to i get the same response to contact on 22nd.
f) I still did not agree to the situation and asked speak to more senior exec., I was told there is no more i can speak too.
g) I did not disconnect the phone as wanted to get to some senior exec.
h) I was told that some body will contact me in the evening with the status.
i) I demanded either a refund or a working phone back, which was 'not' agreed to.
j) After a long time and some dis communication the exec, disconnected the phone from her side.

10) I did not receive an call in the evening.
11) I called service center on 16 march, no reply to the call.
12) I called cc with option 3 at 10 am, an exec named ankur picked the phone up, told my complain number.
a) Ankur told me that parts are not available for my phone and there is no status.
b) this essentially means my phone is dead and it may not even be repaired.
c) Again i tried to get to get to some senior executive, but i was bluntly told to contact service center.
d) I cleared that the service center people told me to contact cc and i am not going to do to-fro between them, it their problem to be updated.
e) Ankur simply disconnected saying sorry, that nothing can be done.

My Complains:
1) I depend a lot on internet for my work and hence bought an android based phone for email on mobile. as on points (4) and (5) I was lied about the delivery status. Hence could not plan early to do damage control.(I have faced losses in many aspect all because of SE)
2) I should have one contact point, either service center or cc. In points (5) and (12 c) I was asked to run around.
3) Sony Ericsson advertise it self to be a quality company, which it isn't, so they lied and something is to be done for the same.
4) If SE launches a product in India with no warranty support, then they should not state any warranty.
5) There is no specific reason for SE to delay my repair, except that they are a bad company with only intention to loot from consumers.
6) SE Service center does not have a power backup, I had to travel multiple time to get my phone checked and deposited. Poor quality implementation of Service Center.

My Demands:
1) I have decided to get a new phone as my work can nor suffer any more.
2) I want Refund + my losses from SE service.

A really disappointed consumer,
Amit Singh

Re: Why Sony Ericsson is BAD

Fri, 25 Mar 2011 07:32:28 GMT

On 16 March 2011:
1) Arround 11:55am I contacted Sony Ericsson Gurgaon Office, there i was able to get to Mr Jatinder Sachdev from Customer Department.
2) He asked me to give my mobile number so he can call back, and I got his email id for the same.
3) I emailed my mobile number and a link to this post.
4) There was no call back for 2 hours, so I have been trying to contact him and every time he avoids by passing the message to call him after 15 min.
5) Bad company, bad service, bad employees.

Re: Why Sony Ericsson is BAD

Fri, 25 Mar 2011 07:32:48 GMT

I had again called 1800111800 (Sony India Customer care) arround 1:30pm,

the call was recieved by Heena.

1) I asked for my status, I got arely that IU have to wait for a week.

2) I asked If this info cam be mailed to me, I was asked to mail my concern to questions.in@support.sonyericsson.com

3) I did the same with a link to this and at around 1:49pm.

4) At 2 pm got an Auto reply for stating "my reference number is the 89946365 ".

5) Its more than day (8:17pm) and still no response.

Please stay away from Sony, no quality product, no service and waht more no responce at all.

For the time I have recieved on response at all for two mails, and 10s of calls which I have made to cc, service center and even 10s of call to their cooperate office.

Even complain to consumer court does not seems to help.

Re: Why Sony Ericsson is BAD

Fri, 25 Mar 2011 07:33:09 GMT

I contacted Sony Erricssion Service center at 12:49 pm 25th march on 011-39011111:
The person there was Meenakshi:

1) I stated my complain Id.
2) She gave that i have to wait 1 week for further update.
3) I asked her, if she could give me any other contact or any contact / address of Sony ericsson coorporate office.
4) she refused.
5) Meenakshi can not share the adress of Sony Ericsson Corporate office.
6) She can not update the complian note with any details from the customer.
7) I asked her why is it so,
😎 she was like she can not comment on this also, bcos of company policy.
9) Asked for any commitmnet for the status of my mobile, she said no commitments.

Re: Why Sony Ericsson is BAD

Markus1 — Fri, 25 Mar 2011 09:00:12 GMT

Sorry to hear all this.

I've escalated this internally and requested for someone to contact you about this to sort it out. You will be contacted as soon as possible.

If I receive any information about this, I will post it here.

Re: Why Sony Ericsson is BAD

Fri, 25 Mar 2011 10:12:41 GMT

I have a few experience in Pune...

I feel sony is really good at innovation, but they really do not care about the customers at all?

X8 looks and feels pretty good, but again what happened to you(amit) is so aweful...should not there be a timeline that a phone is supposed to be replaced in case u r not able to repair it?

The earphone and data cable that comes with xperia series sucks...should have been much more flexible...:), interestingly I have tried charging the phone using samsung charger, and it does not work good...looks like the micro USB is also sony's proprietary...I have also tried a iphone earpiece and the phone hanged!!! a proprietary 3.5 mm jack by the famous SE...

I am not picking up the issue of 2.2 update now...

I will keep my fingers crossed that one day when all of us complains like this,,, SE will die or go away from india just like that!!!

Re: Why Sony Ericsson is BAD

Fri, 25 Mar 2011 12:43:33 GMT

Agreed, maybe I should have a dedicated site for listing all the bad happening in India Sony Ericssion side. It just too poor a service they provide.

Re: Why Sony Ericsson is BAD

Sun, 10 Apr 2011 04:21:28 GMT

Well folks, any progress on your SE issues as yet? I'm interested in seeing how SE has addressed your problems with them?

Re: Why Sony Ericsson is BAD

Wed, 13 Apr 2011 17:21:58 GMT

Nothing absolutely nothing,

and to top that, nearly 2 month after I get a response, which essentially means they have no idea of whats going on :

Dear Amit,

Thank you for contacting Sony Ericsson Contact Center. With reference to your mail, we apologize for the inconvenience caused to you.We would like to inform you that we are arranging the required parts for the handset and as soon as the parts get arranged we will intimate you the same.We require your kind Co-operation in this regards.

Best Regards,

Hanu Pareek

Sony Ericsson Contact Center

If we can be of further assistance, please email to us at questions.in@support.sonyericsson.com. For the latest news and further product information, kindly visit our website at www.sonyericsson.com For software downloads and user guides, kindly visit our website at www.sonyericsson.com/support For content downloads, kindly visit our website at www.sonyericsson.com/fun In case of any assistance please feel free to contact 39011111, (Prefixed by STD code of your city from Mobile or non-BSNL/non-MTNL No.), 1800-11-1800 (Toll free number from BSNL & MTNL

Re: Why Sony Ericsson is BAD

Thu, 14 Apr 2011 04:49:33 GMT

Hi Amit,

Thanks for the UPDATE as sad as it is..........that is a pretty terrible crappy and flimsy response, not to mention the time delay, which is really sucky in itself! You'd think a relatively large company as SE, would take some pride, not only in their product line but most of all..."CUSTOMER SERVICE!" I've enjoyed being a die-hard loyal SE customer for the last 10 years but the last, with my issues with my daughters W760 and her W580, then my W300 and all I have to say to those issues are that I am thoroughly disgusted and disappointed with their LACK of Customer Service. I was pretty much called a liar about the M2 card in the W760 and the short story there is a simple one, I was told to go out and purchase another M2 card, which in my prior email clearly stated that I had tried 3 other M2 cards and that the original M2 card worked in my W300 as well as other friends SE phones, but I was told to try that and that they aren't responsible for the M2 cards since they aren't SONY cards and again, I clearly stated in my prior email that the M2 card has SONY printed right on it and NOT Sandisk or another company. So, two of his replying points completely ignored what I had written in my original email, I have to wonder did this tool even read my email or was it only mildly scanned and my 2nd reply to his email, I repeated myself by stating that the M2 card that came with the W760 was a SONY M2 card and his reply was "IMPOSSIBLE" you're mistaken. REALLY??!! I bought it Brand New from the store and my W300 also had come with a SONY 512 M2 card, whereas the W760 came with a SONY 2G M2 card. I'm not even going to get into his response about the 'lack of' support on the website for the W300 and apparently several other dated units, I don't know how many and the only other one that I know of is the W810 but I do know there are several other models that are flying free without any type of website support. I was going to go for the SE SATIO and I have read some good reviews and some poor reviews and when I came here, I noticed several issues with that unit, which really is too bad as it has an awesome camera, nice unit design and appears to be built well. I held one in my hand and I love the way it feels, with it's comfortable weight and it seems to be user friendly and I really wanted to get one but from what I've read, the growing concerns seem to be it's OS and if SE changed it's OS in the Satio, people would be happier, since a large number of them blame the OS in the Satio. Now, that's where I'm lost. I know virtually nothing about any of the OS's in any Smartphone but since it gets mentioned over and over again, I will start looking into the different OS's available in all the different makes of Smartphones but not withstanding, I personally feel since SE doesn't appear to be in a great hurry to remedy the SE Satio owners problems, I may have to jump ship and run over to HTC, my oldest daughter has had a HTC TyTN for a few years now, actually as soon as it hit the market, she got one and loves it and it has worked flawlessly from day one and I actually like it alot, even though it's a little chunky but it certainly doesn't feel cheap at all, so as I said, I may have to run over to HTC and see what they have to offer and do some more reading up on all their models? I really hope Amit, that you are able to get your issues resolved quickly and honestly, 2 months is far too long a wait for anything, especially a reply, that's friggin' terrible!! It really doesn't seem like SE cares at all about it's loyal customers or maybe it's just me? I really hate to have to switch over because I did really like their available product lines as well as their extras and I have several of them, ranging from car-chargers, head-phones and small desktops speakers, all of which have worked flawlessly for me and get used on a regular, daily basis, so if I go to HTC, for example, all those accessories become junk or I just load up my W300 and use it as a music device ONLY, which in that capacity, it'll work great! A bit of a waste, I know, but it's a shame to chuck it all in the trash. My other option maybe to stick with SE but stay in the 'cell phone only' world and good with one of their highly rated units, the SE W995, which is packed full of goodies with a decent 8MP camera and it's a Walkman, all my cell's are Walkman's and all the extras I have will snap into the W995, so I'll have NO accessory wastage. Oh, one last thing, ironically, my daughter went to a hockey game and for a $1.00 per ticket, won a cool Blue SE VIVAZ and she gave it to me but I'm not very fond of it. I haven't used it at all, I've not even charged it up because then it's no longer Brand New, so I'll probably list it on Ebay for $50.00 lower than any listed price, just to unload it and give her the cash to apply to her new phone..lol..which I know will NOT be a SE unit. Still, a good deal for buck and use the proceeds to buy another brand..lol..Ok, I've rambled on long enough now, but do keep us informed on your progress because I am interested on how things work out for you and I do wish you all the best in your "challenge" to be treated fairly.

Have a great weekend, Amit!

Regards, Tom.

Re: Why Sony Ericsson is BAD

Mon, 20 Jun 2011 10:19:42 GMT

Never buy SE in India.

SE has real bad service after sale. My vivaz pro is with service center since 9 May 2011 and today is 20June. When ever I call service center one standard reply. "Part is being shipped from sweden, Pls call after 48 working hours". 48 working hours means 4 working days i.e. 12 hrs x 4 days = 48 hrs

Re: Why Sony Ericsson is BAD

Tue, 21 Jun 2011 03:40:34 GMT

i too agree when it comes to service they are really bad. as long as your phone gives you no trouble you are lucky!!!

sony is testing its customers brand loyality by giving worst phones that nobody wants!!!

Re: Why Sony Ericsson is BAD

Tue, 21 Jun 2011 05:00:03 GMT

Update:

Hi,

I feel bad to update it so late, but better than not updating.

I got my phone back around a month back ! And here is the review for the same:

1) The reciept say there was no hardware problem and only software update was done.

2) So the took around 3 months to update software?

3) The lost my battery and then replace it with some other ones.

Now here is what i feel actually happened:

1) They have no spare parts whatsoever.

2) The new "LCD" is a scavaged one from some other old piece.

3) They are illegaly changing parts with out informing the customer.

Proof:

1) Software updates do not take 3 month.

Other review:

1) Bad UI.

2) Sluggish in basic phone working, like dailing disconnecting and all.

3) Bug in "recent call" screen. If you click on one last dail item after scrolling, it dails the contact which was there at that position before scrolling.

I do not know this is becuase of Sony part or the Ericsson part. May be both are to be avoided.

Special now that ericsson is calling itself a "software company" it proves the are insensitve money grabing corporate.

Never buy Sony , Ericsson or Sonyericsson.

Also these damagecontrol forum admins should be answerable, as they do nothing ...

Anybody wants to do "NeverBuySonyEricsson.com" i'll do the web development part.

regards,

Re: Why Sony Ericsson is BAD

Tue, 21 Jun 2011 05:02:34 GMT

watchout, they might replace you part with some old "scavaged part".

They do so without any ones knowledge.

Re: Why Sony Ericsson is BAD

Johan — Tue, 21 Jun 2011 12:59:43 GMT

I'm so sorry to hear all about this.

Unfortunately there's not much I personally can do to this but forwarding it to responsible team in your region as Markus already done.

But I'll do it again and have someone contact you, to sort this out.

Re: Why Sony Ericsson is BAD

Mon, 24 Oct 2011 13:04:10 GMT

Hi!

Yes, both quality and service of SonyEricsson are just as poor all across the world. I live in Austria, Europe, and it's just the same here (and the forum shows that it's the same in the US, UK, Sweden, Spain, etc.).

Sony Ericsson delivers poor quality (maximum total lifetime 18 months), worse support (UPDATES!!) and the worst service (WARRANTY!!) I have ever seen in any company on earth.

My last two SonyEricsson phones (K770i and Vivaz Pro) were irrepairably damaged only one year after purchase (both came with contract, so I had to pay for two contracts to have a phone), and though I never dropped them or subjected them to water SonyEricsson refused to honor their warranty in both cases.

SonyEricsson has the WORST SERVICE of all brands I know. In addition, forget about updates if your phone has been released more than 6 months ago. THAT'S RIGHT - SONY ERICSSON ONLY PROVIDE UPDATES FOR NEW PHONES FOR 6 MONTHS FROM RELEASE; AFTER THAT PERIOD YOUR PHONE IS OUTDATED (due to it's software/OS), NO MATTER HOW MODERN THE HARDWARE IS.

I loved Sony Ericssons products, and recommended them to others - now I look like an idiot and have to justify myself whenever I see the people who bought SE products because of my advice.

I've been a SE customer for almost 10 years, and have now switched to HTC - which was the best decision I have ever made.

I advise everyone to GET A SAMSUNG OR HTC, that way you'll never have to care about problems like that again. It might cost you a little more, but considering the amount of trouble I had with SE and the perfection of the phone I have now (great phone, no problems, regular updates, good service) I can only recommend this to everyone.