The sheer horror of Sony's servicing !!!

[remonses]

So I bought a Sony Xperia Z phone, late February '15 (the biggest crime of my life), after using it for two weeks, I decided to remove the screen cover which I additionally bought with it (it was an original cover btw). I don't know what exactly happened but my display started acting weirdly. On a closer inspection, I found a minor scratch on the screen and decided to give it to the service centre in ITC Roxy MAS Jakarta as it was very much under warranty. Over there, they confidently told me it shouldn't take more than 14 days and your phone should be back brand new. I had full faith on Sony, given its brand name, and being a first time user, was quite excited to think that their service would be upto the mark.

Now the horror began after the timeline expired, the number of the service centre being always busy, called Sony customer support on a daily basis.

I don't know exactly how to describe the experience.

On answering questions such as "Where is my phone right now?" , "When can it be fixed?", "Please give my phone back to me irrespective of it being repaired or not", "Can I collect it from the service centre?" --- they can only utter this words "Okay sir, we will escalate your problem".

Its been over two months and they are enthusiastically escalating everyday, but still have no idea where my phone is.

The service centre never ever called me, neither have I got much response of my mails to the customer support. All I can do is to regret of buying the phone with my saved money, all because of the trust in a brand name SONY!!!

I still call the service centre, pretending to know the whereabouts of my lost phone, they still rehearse the same statement as they will escalate and all, and I laugh heartily at them.

I will be going out of Jakarta in a few days, and I don't expect in my wildest dreams to get it back. Now what I've lost is lost, hope this helps any future potential buyer.

Don't put your faith and valuable money on brand SONY as their products are delicate junks and servicing experience is like a sane person living in a mental asylum.

[Uliwooly]

Sorry to hear that but you have to contact your local Xperia care

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

[remonses]

Hi...

I stopped doing that after no response from the other side for some time.

Here are some references by the way:

ref:_00D90XxjZ._50090mkKBd

Service Request: 1-18526195126, 1-17997602945.

Legendary post sales support. I bow my head in amazement!!

[srids]

why do you think you have lost???

there is nothing lost from your side. go and file a complient cheating / harrasment agaist service center and complient against service in consumer court. 

offcourse you can go back if the money spent on your phone is not your hard earning or somebody who is close to you.

[remonses]

Oh brother, consumer courts..  

The thing is, it's quite difficult for someone who is living in a different country and has to leave in this month.

I couldn't take the time out to visit the service centre yet, as it's too far from where I work (add Jakarta traffic to it also), but I have to.

The thing is, I cannot get the fact that the service in question is that of SONY!!, no follow-ups, no updates, no understanding of the situation and responding to it.

It's still understandable if they cannot repair it, accept their incompetence and gave me my broken phone back.

But these people, they have no idea where my phone is. They cannot even affirm me to visit the center and take back my phone, after a futile wait for two months.

They just say, "Okay Sir, we will escalate". (As properly rehearsed). 

I bet any local place would have been far more active and co-operative than this.

As I said earlier, legendary servicing.

[srids]

You must have paid 30k INR at least. 

If it is really hearting you that you are not getting atleast your phone back, I suggest you go to a police station directly and catch a senior person and explain your situation clearly and ask him to atlest give a call from station to service center. Then see the result.

I have done it and there are people you find good to help. 

In my case, i have ordered a tablet phone and so called premium delivery company is not delivering the product even though it reached to the nearest warehouse. They kept it for more than a week.

I have ordered the product from ebay. and Both ebay and delivery people were not helping me even after making multiple calls.

I went to a police staion and explained the situation and told that courier people are just giving false information that they cannot deliver or they already visited for the day etc.. 

The police inspector called customer care and gave details to customer support and told that he gives 12 hours time and with in that time if they do not deliver the product, he is going to accept the FIR agaisnt.

you don't belive with in few hours, my product got delivered by a special courier van. it is sent only to deliver my product.

offcourse its just a phone i don't have worries but i worried about my money and the same i have explained to police offer and he is really good in understanding the situation and harrasment.

[Uliwooly]

Sorry to hear that, but this is a user based forum. 

@remonses

[remonses]

I think being a user I have the privilege to vent out my frustration on the product's user forum.

[Uliwooly]

of course, just reminding you that this is a user based forum.