Well i don’t know how to start, as am really irritated & frustrated, with the attitude & customer service & support of Sony Ericsson India, being a customer, i have purchased your handset W810i in last year on 15/04/06 the ime no is 359061000173426, when it costed around 20000/- Rs and now one find day something happened to my phone refused to start and i took it to a local guy he opened it in from of me and told me straight go to a Authorized service center, taking the advise i did the same and sent my office boy to your Sony Ericsson certified service centre, SAP MOBILE CENTRE at Prabhadevi Mumbai, on 01/09 at 2:42 pm they gave me job sheet and told me they will let me know.
1 week passed I called to check about my phone, they said we will call you, then again after two days, sir we are trying to identify the problem and we shall call you, then after another 3to 4 days I call again sir we are still checking and will let you know once we know the problem, and we shall call your for the estimate. then again after a week, I called again, till date no one from your certified service center bothered to call, then when I called they told me after trying to find out what’s wrong with my phone they somehow told me that there is a problem with my phone and when i asked what is the problem they said that my phone is tampered and the mother board is faulty and seems like it is due to some water entering in your phone.
When I enquired about the repairing cost they said 11, 000/- Rs that too not being sure, then I said allright called the Sony ericsson customer service and told my problem they took all the details about my job no, my phone no and other details and then instructed me not to pick up the phone from the service center and they will call me and sort things out, after which I was waiting for phone call from customer service which was in vain, then I again called, and then the same thing sir I will have someone call you from our end, then it was the height, till date I haven’t received any phone call then.
When I called the service center they said that my phone cant be repaired you come and collect it and take it to our Head office at lamington road as we don’t have facilities to sort out board related problems or as your phone is not under warranty, you can go to a local guy and he might sort out your problem, and now on 27/09 when I went to you SAP MOBILE CENTRE to pick up my phone after awaiting some phone call from your end which was totally in vain, there I noticed some very different things, forget seeing other unhappy customers, and their grievances and the way they are being handled, when I got my hand set I wanted to see the problem, and to which I haven’t received a satisfactory answer, even till now, and when I got my phone it looks totally changed the back panel is so new which cant be as I know how my phone looks and the panel has been changed and the sticker in side the phone doesn’t look like it come with a original phone as I can prove it that My Phone has been tampered, and some really fishy activities at your end, and today after 26 days of giving my phone I still don’t have a solution.
This is just to inform you, that you are in the business of communication and I did not except a company like Sony Ericsson and Internationally acclaimed company to have such pathetic, support and customer service, that too looks like to you are simply in the business of fooling & cheating people because no body revolts.
Today after receiving my handset, keeping aside my problem not being solved, I feel cheated, as you have cheated me by giving me not my own product, but god knows who’s, as I can identify my product and after this experience I am so pissed with your service attitude & customer service.
I am working for an Advertising Agency and am in the business of communication and have seen the way you position your product and how the market is growing for you and have also by word of mouth publicized your company and product as I was so happy owning one and have converted many more to use a SONY, but I regret doing it today, and form now on I shall never recommend your products.
I will see to it that I do send and get this letter published in Print media so the world understands and still how many people outside have been duped and are affected.
As even after sending this letter I don’t expect an answer or reply as I have lost hope for the same from a company I thought is different and believed in doing things differently but I have my experience now.
Thanking you
Yours truly,
Ritesh Challagali
022- 26173322, 3435
09833085524
[email protected]
[email protected]
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