Complaint Details

Status	:	Closed
Complaint No	:	0037782/2014
Category	:	Telecom
Date	:	17-12-2014
Subject Line	:	grievances for sony mobile phone
Complainant	:	sony mobile phone z1 compact
Address	:	S.G.INFOTECH,thakkar shopping mall, opp. borivali railway station, borivali (w), mumbai- 92
Complainee	:	individual
Address	:	a/604 shatrunjay bldg, m.g. cross road no.4,behind patel nagar, kandivali(w) , mumbai -400067

Complaint Details
The following writing is to inform you the problems that a consumer faces after the purchase of sony mobile phone. My job sheet number is W114111304285 . The phone (sony xperia z1 compact) was purchased on 13.04.2014 with bill and warranty for 1 year and accidental warranty for 6 months. The problem with the phone (touch and speaker was not working and touch was damaged) occurred on 10.11.2014 and the problem was immediately reported on 11.11.2014 with phone and bill present at the same time. The complaint was noted on 11.11.2014 under complaint form number 68 and I was told to submit the box of the phone purchased; along with the bill .To which I insisted submitting the phone with bill ONLY and box will be presented later as it was not with me; reason being that the shifting happened a month ago to Rajkot,Gujarat. Due to which the box was not submitted on 11.11.2014 and the matter did not progress. The box was couriered which took time and I went back on 13.11.2014.
With all the things present (phone, bill and box) on 13.11.2014 I submitted the phone and complaint was registered under that date. While my complaint was reported on 11.11.2014 when my warranty was valid, while on 13.11.2014 my warranty was void because 6 months period was over. I insisted them to register under my reported date but they refused to do so because of their “COMPANY POLICIES”.
Talking about the COMPANY POLICIES,
• They state that in any condition the phone shall be repaired within 10 days and further to that will be brought under notice of the customer.(never done in my case)
• When customer is told that they will receive a call back within specified time period, then customer should receive a callback.(never done in my case)
• When phone is not under warranty, an estimate is given to the customer for the repair process.(never done in my case)
• When a customer wishes to talk to the respective representatives they are free to do so or alternatively leave a request for the respective representative for a callback.(never done in my case)
Phone was submitted I received a message on 15.11.2014 saying the phone was READY to collect when asked about the repairs done I was told that it was damaged cannot be repaired without a certain amount payable for the repair. I was not informed about the estimate for repairs and directly I was asked to collect my READY phone. When asked about the warranty they gave uncertain replies and I was told that I will receive a callback within 48hrs which I did not receive any time. I kept calling the sony care center for a month spoke to many executives and their seniors, also assistant manager about the warranty and repair procedure delay. Every time I received an uncertain reply and was told that I will receive a callback within 48 hours.
Frustrated with a month long procedure I called up the sony care center on 6th dec spoke to 5-6 executives for 2-3 hours. Narrating the same story again and again for a month spoke the same for 5 different people and then Mr.Ram (senior executive) transferred the call to Mr.Rohit singh (assistant manager) who made a conference call with Mr.Sudhakar (person incharge of the sony center at Borivali,Mumbai where phone was submitted) Mr.Sudhakar refused to accept that I was present at 11.11.2014 and registered the complaint over which he said “I don’t know” then what is he supposed to know? Mr.Sudhakar then handed over to his junior(Mr.x since the name was not mentioned) and Mr.x then accepted that I was present on 11.11.2014 and complaint was reported but then I was told that I refused to submit the phone on 11.11.2014 and submitted on 13.11.2014 because I needed data backup. While I was insisting on 11.11.2014 to submitting my phone without the box which clarifies that I had my data backup or I was okay with the data loss.
It being shown as customers fault by the company but actually it is the people of sony center at borivali who did not perform their job by misguiding the customer. On the other hand when the telephonic conversations were done many executives agreed with this but did not give any confirmation regarding the same reason, and was told to wait for a callback which I never received nor that when I tried to get back to Mr.Ram or Mr.Rohit I was told they are busy to attend the customer. But they passed on a message saying that “your warranty is void and you will receive a call for the estimate of the repairs”. Till date I have not received any calls.
I am writing this letter to CFBP to get this matter under your notice and request you to look into this matter as it happens with every customer after purchasing any mobile. The quality of after service is poor, when company promises to provide support for 1 year.

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