Hi Team,
I, has purchased the Sony Xperia Z2 mobile around August, 2014 (the very first month of the release) for 48,000/- and it's been one and half year. Till last month, I enjoyed the mobile as well as it's features and frankly to say I'm a fan of Sony products, especially Xperia series.
Unfortunately, there was a sad situation happened last month, where, my phone all off a sudden stopped responding. Firstly, the phone seemed to be turned off and I tried hard to turn on, but failed. Later, I plugged in to charge the mobile, and saw the % as 83, within fraction of seconds it went down to 82% and finally 0%. From then, phone started showing up "Sony" logo and then goes off. Just like blinking the logo (kind of restarting). I left as it was for a long time and finally the phone got charged and turned on. Felt happy, but it didn't last for a minute, because the display was not working and some times display used to show up, but touch won't work.
All this frustration went for hours. I felt sick and left the phone for 2 days and later when I checked it's same. Then, I have contacted Sony service center located at Secunderabad, Telangana (formerly A.P.) and they said they need to send it to technical team and only then they can respond. I insisted for a replacement in the beginning, where they responded replacement can't be done as the phone is out of warranty. I argued with them, but person there made me understand that without finding the problem they can't do it. I agreed and handed over the phone.
A week later, I received a call and the voice over the phone started saying they've got the estimation of the repair and if I was willing to get it repaired. When I questioned about the estimation, the amount I heard from them was 31,660/- and the problems they detected were:
1. Motherboard failed
2. Battery failed
3. Display failed
4. Touch failed
My anger went to peaks. I questioned them, whether they've no responsibility at all and if at all the mobile's still available in market, it doesn't cost more than 26K and they've been giving the estimation of 31.5K? Also, if one part is damaged, its a fair thing to ask customer to get it repaired, but if everything is gone, can't they have minimum sense to replace the mobile? Does that mean after 1 year anything happening to your product aren't your products and you don't deal with them?
Later a guy there, helped me in requesting a replacement and has said me that I need to pay 80% of the cost (the new mobile I chose for replacement) and only 20% will be waived off. I tried to request for reduction in the amount and he responded it's decided by Sony and we're not authorized to provide personal discounts.
If I purchase a mini laptop worth 18K, I've been getting at the least case 3yrs of warranty and your people say you don't replace the handset worth 48K, if the phone fails to perform completely in just 1.5yr of purchase? It's really damaging our Sony reputation if you're not taking care of customer's and customer issues after the warranty period. These things might be silly for you, but it matters to customers a lot and will effect your revenue implications.
Very fair to say, either increase your warranty period or provide low rate replacements if everything's damaged or maintain something like annual maintenance fee (like vehicle providers do).
I'm very much excited to see how my Sony company responds on this and awaiting for further actions
Thanks & Regards,
