Dear Sir,
I'm one of the customer of Sony mobile. I really appreciate most of sony products and also a loyal customer to sony. Sony being Japanese company I think, they care about their customers lot, But recently my such beliefs came to end in an unfortunate incident. I own a Xperia ZR mobile, whose screen out of the blue cracked suddenly. I use a thick flip cover to protect my mobile, even as per my knowledge phone doesn't hit anything. I was very surprised after seeing this crack. The crack can be described as hairline crack running diagonally. Because of this crack, half part of the display (located below crack) has stopped working. To find of reasons for formation of crack when I searched on the internet, I was even more shocked that, how horrible sony's customer care department is! There are lot of people complaining about similar types of problems. Ignoring cases of damaging of phone, a big number of mobile's displays were cracked automatically with similar crack formation. Though warranty of my phone has been expired, I went to sony service centre, anticipating replacement of display, but I found that, Sony doesn't care about customers any more, as they had refused to change display of mobile by taking charges. I am very disappointed at sony's treatment to customer. They had suggested me submit my phone, and purchase another phone at discounted price. I refused to do that as now I'm not sure that similar problem won't occur in newly purchased phone.
So my final request to you is please provide me
1. Plan for replacement of display of existing phone
2. If point 1 is not possible by any means, please provide me details how you had taken care of this cracking problem in new phones (Possibly Xperia Z3 Compact) while manufacturing, so that I can purchase new phone without any fear in mind. (I had completed my Masters in Materials Science From Indian Institute of Technology, Bombay, so feel free to give technical fundas)
Hoping for positive reply.
P.S.:- I still don't understand How sony is going to increase their market share in India/World by providing such type of Customer service)
