Pathetic Experience at Authorized Service Center at Pune and with the Company as well...!

[Pratap_Gadgil]

I gave my Xperia SP for repairing on 1st Nov 2014 at Sony Authorized Service Centre, Aaradhya Enterprises, Pune. I was supposed to get a call for the estimated expense. I never got that call so I called them and they told me deposit certain amount with them without which they cannot procure any spare part. Which mobiles service company does that? I have used Nokia and Samsung and now I am sorry to say that they are way better in managing customer complaints.

I went to the centre and gave them Rs.1500 out of estimated Rs.2300.

It's been 2 weeks, today is 14th Nov. I am trying to call their only (landline) number and that number is switched off all the time. When I called Customer Care they have no clue what is going on at the service centre.

I asked customer care lady to handover my call to her senior but no one was available to talk to me so now I have to call them back after 1.5 hrs.

Parallelly, I have been complaining over email but getting no response from there as well. I am frustrated now. There's no way to contact Sony Company and I have no visibility towards the status of my phone.

I invested Rs 22,000 for this phone and all I am getting now is this hopeless service from the service centre as well as the company.

I am very disappointed and I am sure that now I'll never buy any Sony product ever and will suggest my friends the same.

Pls help.

Job ID: W 114 110 103 668

Email Complaint Number: 1-2287359811

[Uliwooly]

Sorry to hear that, you should contact Sony directly

http://support.sonymobile.com/global-en/contactUs/

[Pratap_Gadgil]

Already done that... no satisfactory response from them.

[Uliwooly]

What if you contact a different Xperia Care center?

[Rickard]

I'm sorry to hear this.

I checked the logs in your ticket with your local Sony Xperia support and they tried calling you 3 times on the 12th but didn't get any answer. I see that you have contacted them again so please wait for them to arrange a new call back to you.

But regarding the service it sounds like the service location was not able to order the parts needed until you made a deposit. From the time you made the deposit it may take some time for the parts to arrive to the service location.

[Pratap_Gadgil]

But why should a customer be made to pay in advance Thor the company to provide spare parts? This is showing distrust in your customers and portrays a very bad image of the company.
Also, I am not sure about the call on 12th. I didn't get any call. Hence I called back after few days. I also asked for Sony's officials contact person as I wanted to know about the status of spare parts. I got the following I'd: servicehead@ap.sony.com, but nobody responds to my email. Again a bad impression.
When I visited the service centre they told me that spare parts are first provided for repairs which are under warranty and then for out of warranty phones. This is ridiculous. Every customer should be treated equally, isn't it?
It's been 21 days and my phone is still under repairs. God knows when I'll see my phone.

[Rickard]

Sorry to hear that your phone is still at service 

The service location may be an independent service company and i think it's understandable that they want to be sure that they get paid for the part and their work before they start to repair anything that's not covered by warranty. The service locations in my country also requests that you pay before they start to repair any external damages. If they don't they risk spending time and money on a repair that they don't get paid for.

I'm afraid i can't say if warranty repairs and prioritized or not. This depends on your country and market. If you need any assistance or information regarding your service i recommend that you contact your local support team or the service location.