Want Escalation Matrix for Sony Xperia Support, Warranty Issue

[hmnshydv]

Phone number- 9045425154

Ticket No.13071200652

I bought my xperia tipo dual on 7th Jan 2013, now after using it for around 6 months, while i removed the phone from charging i faced problem in my touch screen and so i took it to xperia care. After some 5 days i enquired for repair status and they gave me stupid reason they my phone is water logged which to my best knowledge is not possible. I hoped for the best customer service but was too dissappointed.

I have mailed my problem twice on questions.in@support.sonymobile.com but yet no response from them.

In the hope to keep my problem in front of higher authorities i need escalation matrix of xperia care.

hopng for quick response

Himanshu

9045425154

[peri]

Hai ..

I hope you are in india.

Call to the support number starts with 1800

.Then ask them directly and have a call with the store also..

[hmnshydv]

But they just don't respond accordingly..! Can anyone just make available me the escalation matrix.

[Alexander1]

I'm sorry to hear. Please send me your details in a PM and I will forward this to responsible person for your market to have someone contact you about this.

Name:

Country:

Phone nr:

E-mail:

IMEI:

Work order nr:

[gauravraj33]

Complaint Description-

This is to bring in to your attention that I have purchased Sony Xperia Z on 09/08/2013 I was really graceful with the performance and the attractive features of my phone even I suggested few of my office colleagues and friends to go for same .

But when the time comes to use the customer services it’s really shocking for me and I really disappointed with the behavior of Customer Care Executives during my visit of service center.



Here I like to notice you that from past few days I am facing few issues with my phone as it rebooted again and again and when I contacted the Customer Care on 1800-300-2800 they logged a complaint for same and suggested me to visit the nearest service Centre. Then I visited there  they told me it’s a water damage issue which not comes under warranty even they didn’t examine the phone properly as I know the big reason to purchase this phone is the phone water resistance and now I got a reply it’s the water damage phone .As shown in electronic media if even phone is dropping under the water then there is not an issue so how the story comes for water damage now the customer care executives saying you have to pay 80% for the cost of phone to get the replacement of phone .When I asked same from them that the phone is water proof so they didn’t have proper answer for that and they started ignoring me and immediately their behavior became very rude to me .



It’s really horrible experience for me which creates too much mentally harassment for me. I spent so much money for this just sake of Quality & Brand name of Sony.

This is not case of Physical damage I am attaching my Warranty proof and Picture proof of My Xperia Z.

Thanks
Gaurav Raj
8288044417

[gauravraj33]

Sony Support Forum Communication Details        -http://talk.sonymobile.com/t5/Xperia-Z-ZL-ZR/Warranty-Issue-with-Sony-Xperia-Z/td-p/367526/highlight...

Product description (model)                      -Sony Xperia Z C6602
IMEI No                                                                -355666051980828
Date of purchase                                             -9/8/2013
Purchase location                                            -Mohali,Punjab
Cost of Product                                                 -38500/-
Receipt / Invoice no.                                      -112172569
Under Warranty (Yes / No)                         -Yes
Jobsheet no./ Copies                                     -Not generated by Sony Service Center
Service center location                                 -Chandigarh
Complaint no.if any                                        -1-815434787
Postal address                                                  -H.No.371,Sec-71,Mohali ,Punjab

[Ranjan01]

Hi Gaurav

I am facing the same issue and service center is not willing to help. I tried reaching you on your phone number but is switched off. It is essential that Sony is taken head on against their unethical practice.

-Ranjan

[scooter1]

I'm experiencing the same with my Z1. Customer service is entirely a joke. I will never again purchase a Sony product and I'm making it a point to share my experience online and in person with my friends and colleagues. How can you have a water proof phone, advertise and document that it's okay to use in a swimming pool, but then void the warranty when there is water ingress on the phone (yes, with all ports closed)?! What that tells me is they do not stand by their product, and say as much in the fine print.

[VibhasSingh]

I'm sad to write this, but what has to be, has to be!!!

This is not the kind f service that I expected from you Sony, I'm very sad about this and the kind of service that you have here in India. I bought my dream phone a Xperia Z3. Due to some mishap the screen broke (the screen is not as tough as you claim i.e. shatterproof glass). Anyways, I had given my Brand New Sony Xperia Z3 for repair as the screen got damaged and I have paid 13000/- in advance for the service. It had been over a month that my phone was with Shree Balaji Electronics, Chikkadpally around 18th April 2015 and there was literally no update after. I had call them again and again to get any kind of update, After nearly a month I got the phone only to find out that the Sim card was not working and that the phone had to be taken back to the service center. So they took my phone back to get it fixed properly. It has been one month and 6 days since I have given my phone for service and now it has been twice to Chennai just because you have not trained the technicians here at Hyderabad and my phone has to go to Chennai every time there is a problem. I got my phone on 25th May 2015. After the second repair. I had specifically mentioned all the problems with the phone 1) The Aluminum casing was not fixewd properly 2) Sim card slot was not working and 3) The battery was not fixed properly so when I was shaking the phone in my hand or tilting it from side to side it felt like a matchbox (meaning something inside was not fixed properly and was moving inside the body of the phone) and in addition to this I specifically mentioned that the phone has to be cased properly for it to retain its waterproofing properties. (That was one of the big reasons why I bought this phone and not any other). Well the phone seemed to work fin for exactly about 24 hrs from when I received and here comes the bad news. Now the display has gone blank. There is absolutely nothing on the screen. Everything seems to be working except the display which was the original problem. The amount I paid for the phone is 46000/-, that is like half a lac and this kind of service is not expected from such a brand as Sony. I thought Sony was the best but I was wrong. I have many Sony products, my TV my home theater my mp3 player, but this one thing is going to change my mind about buying or recommending Sony to anyone. Do something Sony!!! Sony India​