I have purchased a sony W-830i phone on 7th July'2007. This was my first sony phone, previously I was a loyal customer of Nokia. But the customer service that Nokia people gave me on having a fault with the phone made me go for another brand.
My sony ericsson phone model W830i was purchased from Neeru Enterprise, Noida (Invoice No. NE/07-08/0859). Two days back my mobile phone charger went dead. So I went to the service center "Neeru Enterprises" for getting it repaired/replaced today i.e 10th Feb.
The lady on the counter saw the charger and said that I have to give the charger and they would be giving me a replacement within a months time. I asked her for a replacement charger so that I can charge my phone during the time they take to replace it. She denied it. I argued with her saying that how am I going to charge the phone. She said that she can do nothing about it.
Talking to the Manager "Surender Kr. Sharma" was also not of any help as he said that they are out of stock for CST-75 charger and that I should either go to the head office or try any other service centers. Upon saying that he is asking the customer to go and look out for the availability of the charger elsewhere rather than providing that service himself. He suggested that I should talk to the Company Sony Ericsson directly as he himself is unable to help.
Upon request with the sales guys, I was finally given a replacement charger.
Few questions to the very helpul Sony Ericsson Customer Service.
1. Why does replacement of a charger take a month (it should be done in matter of minutes)? How is sony ericsson expecting the customer to charge the phone while waiting for the replacement of the charger. The new charger costs around 600 Rs. Am I expected to buy a new charger to charge the phone while sony ericsson is taking its own sweet time to replace it?
2. Does sony wants people to purchase only low end phones, cause these chargers are easily avilable with the service center? Whereas chargers like CST-75 are out of stock (and I heard the manager saying that there are people waiting for it for more than 2 months). spent 16K on sony ericsson.. was it a mistake?
3. Why should the customer run around to the head office or to the other service center? Isn't it possible that the service center co-ordinates between themselves so that the customer is not given a run-around?
4. The manager says that I should contact the company. Isn't he the one representing the company? He should be made aware that he is the face of the company.
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