Bad Service Complaint

[#1]

Hi,

I have submitted my mobile Vivaz Pro U8i to Accel Frontline Service, Pune, India. for motherboard replacement. As the mobile has issue accessing the network and it automically leave the network in 1 or 2 days time. Sometime I get error saying MM#3 SIM NOT ALLOWED. I tried different SIM of various service provider including Vodafone, Idea and Reliance but got same error for all.

To get this issue resolved, I have submitted my handset to service center on 17th March (Workorder: SE311APN10795) and they got mobile software upgraded but the issue didn't resolved.

Then again I have submitted my mobile on 31st March and this time they said that they will replace the motherboard. Workorder: SE311APN11076 (Though I have asked service center to work on same workorder as the issue didn't get resolved at first place, but they didn't agreed). They said that part replacement takes 20-22 days time, so I waited for more than 25 days.

I called them after that few times and they said they still not have received the part yet. So I waited for a month time. Then I put a complaint to Sony Ericsson Customer Care (Contact: 39011111), Complaint No: 90253774 and they said they have escalated the issue to higher management and said that part is not dispatched till now and it will take them 48 working hours (4 Days) to know the status as to why its taking so long (not sure why they need 4 days time to just know the status).

When I called them after 4 days they said the part is dispatched now and it will reach service center soon. But when I called them today they said that there is some technical issue and still the part is not dispatched. I asked them whats the status now and they said it will take another week to dispatch your mobile part. Today again they logged a complaint Complaint No: 90312029 for this. I am not sure why they have logged a new ticket as existing one is still not resolved. It seems that they have closed my previous complaint without my knowledge. I asked them to connect me to higher management and they said they cannot do so.

So now its been 43 days since I have submitted my mobile and still the motherboard is not dispatched from your side. I have lost around 2 months of my mobile warranty period now (17th March till 12 May and may be more 1-2 weeks). I have borrowed a handset from my friend for a month time and have to return him back and its not a multimedia phone. So I am bearing that mobile since 45 days.

When can I expect this issue to be sorted out? Is 2 months time is not enough for a brand like Sony Ericsson to provide service to a customer? If the part is not available why they are not giving me proper timelines as to when I will get my service done.

I am really frustrated now as I have to take time out of my tight working schedule to call up your service center daily and check status of my mobile. I desperately need my mobile back ASAP and in need of that for my work as well.

I am planning to put this complaint in other forums and consumer complaints as well, though will wait till tomorrow.

This was the first time I have switched to Sony Ericsson Mobile and probably the last time as well. I have always received greats services in case of issues from other brand and was great admirer of Sony Brand for their other products till now.

I am hoping that I will get a quick and satisfactory response from your side. Though the things that I have lost due to this will not be compensated.

Below is summary of the Complaints that I have logged till now.

Workorder: SE311APN10795 -> 17th March

Workorder: SE311APN11076 -> 31st March

Complaint No: 90253774 -> 4th May

Complaint No: 90312029 -> 12th May

[Jeff]

Hello,

I'm not in India, so I do not have exact details concerning the repair processes. However, I have forwarded your information and this post to our team in India for investigation.

Please let me know about any changes to your situation.

[Jeff]

I have confirmation this phone has been repaired and is ready to be returned. Please let me know what happens.

[#4]

Yes, atlast I have got my mobile back yesterday. Though I have not got any satisfactory response as to why it got delayed so much and have lost 2 months of my mobile warranty period as well.

Thanks for all your help Jeff. Much appreciated.

[#5]

your team in india really misguides the customers,

I had purchased a SE vivaz pro on 21-JULY-2010 from sony world    showroom Pune city India .I`m facing problems with the phone ever since:

I had submitted the phone for repairs at accel frontline Pune,India

1st repair) work order number SE310RT320526 in  the month of Nov 2010..the touch screen had stopped responding and i   had  reported poor battery performance.I took the phone to the service   centre  on 23-NOV-2010,they said they`ll replace the touch screen  under warranty.They delivered the phone to me after 3 weeks on  14-DEC-2010.

2nd repair) work order number SE311APN11454 in  April2011 the earspeaker had very low volume and  again i reported the  bad  battery performance.On 20-APRIL-2011 i  submitted the phone and  again  they said it will be covered under  warranty.this time they gave  me the  replacement for battery as well and  replaced the ear speaker.

3)now again  recently in the month of August 2011 i was talking  on the phone and the software  hanged.So i  removed the battery and  switched on the phone,but the phone  would not  start up and used to hang  at the startup screen showing the  sony  ericsson logo and would not boot up to the main menu.I submitted the  phone on 22-AUGUST-2011 to the  service  centre and they said they`ll look  into it and give me a  call.but they  didnt call for a few days.When i  called them up they  said that the  mother board has some problem and that i`ll have to pay for the  repairs which is almost as the same value as a new phone. When i told them it should be covered under warranty as the phone was with them for earlier repairs for 2 months,they point blankly refused.

Now my query is.The service centre claims that my phone is out of warranty.
The phone was with the service centre for earlier repairs for almost 2 months.
that means i`ve got only 10 months of warranty  out of 12 months for the phone.
After much argument the service centre personnel told me to contact the customer care .

I contacted the customer care and even they were of no help,When i insisted that my case should be escalated to higher authorities,They refused to do so and denied that they cant extend my warranty of 2 months.
There`s some major defect with this phone.Almost every part had to be replaced in this phone within a year`s time.
I`m a huge fan of sony ericsson and have been using it since the model W810i and i still have that phone.
I also have a SE x10mini pro as well.Only my vivaz pro is giving problems.

Its sad that sony ericsson doesnt value a loyal customer.

I`m left with no alternative but to take this matter to the consumer court.

I`m replying to this thread just to let your  global team know how pathetic the indian sony ericsson team is and they are willing to lose their customers,

[#6]

Do not expect any support from Sony.. we were all conned into thinking they were great!

sorry

[Rupesh_Shirsawa]

Hello sir, I had given my Sony Xperia mt25i model to service center for repairing claiming the warranty period. I had given them my handset on 10th Dec 2012. I have been told that i will receive my handset after 10 days. but i dint get any reply from them. Then I called them regarding this so they said that i will have to wait for another 10 days. So i did that too. But from 2-3 days i am trying to contact them but they are not picking up my phone. What shud I do? Should I launch any complaint regarding the same to higher authority or you will address me the problem?

I am giving my details

Name: Rupesh V Shirsawande

Country: India

State: Maharashtra

City:- pune

Service Center:- Accel Frontline Ltd., No: 107/2, Court Road, Maharashtra, Pune-411005

E-mail:[email protected]

IMEI nr:352890051453049

Work order nr: W112121001796

[iansmithy_bigpo]

Sorry to say that if you are planning on buying an xperia in Australia, I would think twice if you wanted Sony Ericson Service along with that. My new AcroS died literally, 3 weeks after buying it and had to send it to a contracted service agent "Fonebiz". No one in my state answered my calls so had to call Sydney. Told to send it down. Did that non 4th Feb 2013. after two weeks with my new phone I was told it would be in my post box in two days. Did not arrive so again I called Fonebiz in Sydney. Now im told the phone needed a part that is currently not available and 150 other customers are awaiting the same part for various models. So its off to sony Customer service Australia, who are in New Zealand and was told to fill in a complaint form that they eventually emailed to me the next day. Now today I spoke to the customer service boss called Sam ( also a contractor) who has given me nothing but belligerent remarks about how things take time and all companies use contractors  & Quote"If your new car broke down you wouldnt expect it to be fixed any quicker. (Maybe thats the case in NZ) but not in Australia. They have had my new phone for 3 weeks. And they are useing "Contractors to hide there own lack of regard for the customer" Anyone want to buy a 1 mth old Acro S Cause I am Over Sony Ericson.

[samss_2007]

M Sandeep Kumar from Faridabad (haryana, india).  i have submitted my Sony Xperia Neo v handset (ticket id 13042201732) at one of your care center

IMEI358517049830541

Sl No. 1254-8966

job no. W113042201732

  Sai Electronics, 5c / 12 BP NIT Railway Road Faridabad- Haryana- 121001

on 22 April 2013. due to the problem of "not detecting the sim card and auto reboot".

i was said to wait to 10-14 days if there was any replacement of PCB, and if its is only a software or part problem then it will be given within 4-5 days.

m continuously following for the status on both places on care center no.1800-300-2800 also on service center but the dates are continuously delaying that may be after 4 days then after 5 days and so on...

now one part has been changed but PCB is in backorder from last 6/05/2013....but comitment dates are moving on...

you are requested please to mark a real and effective repair date of repairing of my cellphone solve my problem ASAP. it  is a long time from 22/04/13 till today.
m helpless without my phone....

sandeep kumar

+91-9911710949

[Ramesh0036]

m also problem with sai electronics. thye are no listen our problem. this service center is not support us