I am a regular customer of Sony Ericsson. One of their mobile products "P 990i" purchased by me in April started malfunctioning within days and neither their customer care nor certified service center also of no help to me in getting the problems resolved. The ordeal continued and complaints were flashed to their Global Director, Executive VP and global press as well. I have also published in the net and lodged complaint to the CORE.
In the mean while Sony Ericsson agreed to refund the amount spent on the mobile and requested me to withdraw all complaints posted in the website.
After receiving reply from CORE to settle the dispute amicably, and after a careful thought due to lack of time, I agreed to resolve the issue and requested them to refund my amount but to my dismay, the brand is neither responding nor giving me the amount as promised. The contents of the mail published ay CORE site is reproduced for all concerned.
July 26
I welcome the decision of M/s Sony Ericsson India Ltd to refund the entire money i.e. Rs 31503/- (Rupees Thirty One Thousand Five Hundred Three Only) which they have already conveyed telephonically on Jun 27th and via e- mail on 28 by Mr. Apram Kochhar and also thank the CORE team for mediating between us.
Although, Sony Ericsson can't give me back the humiliation suffered at the hands of their staff and the trauma undergone for the past few months, I expect them either to provide compensation comparable to the one I was denied / by gifting the handset I have been using or a full apology from the Head -Sony Ericsson India Limited and an assurance that he takes responsibility for the error.
I would like to remind SE that from my experience, this situation was a dramatic letdown from the superlative service that I usually enjoyed from SE. In fact, I have always been loyal to your firm because of the quality product I have received from you and your attentive staff. I suggest that you coach your customer care service in proper complaint handling procedures and in customer relations/customer retention. Their behavior does not reflect positively on Sony Ericsson.
Further it is worth remembering that any firm may be allowed to sell its products here, but if the buyers take a stiff stand, no foreign company can survive for long unless they are consumer friendly. The option left with us could be "Boycott."
MNCs thrive because of our inherent weakness of which we are proud. Had this happened in the West, the MNC would have its arm wrenched to pay a ransom. Does this not show that consumers are more tolerant to aberrations in India - a mindset that MNCs exploit to the hilt?
If large amount of compensation awarded would definitely act as an eye-opener and would ensure that MNC’s think twice before refusing to provide services to its customers as the consumer is king in the West. Consumer protection and awareness of one's rights are still non-existent in India.
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