This is in reference to the mobile phone that I had purchased on 03/08. The reason for, me to purchase a mobile phone of Sony Ericsson was its undoubtedly unique quality assurance and the sophisticated servicing centres situated across the globe.
But to my astonishment this was not the ground reality I’ve been facing. After a couple of months of purchase the phone started getting hot and slow, i.e. it was not responding to the functions. One fine day the mobile phone stopped responding. To this was my first encounter with the service centre. Initially all went good and within a week or so I received my cell phone back. While collecting the phone when I asked the service centre people the reason for the problem, the answer I got from their end was, “It’s an electronic thing. One can never state what exactly the problem is.”
Very recently the keypad of my phone stopped functioning to which I approached the service centre again. It was then that I was told that a part of the phone has to be received by them from the Factory, so it would take atleast a week or so. The phone was submitted on 27thApril’ 09. After a week when I called them to ask about the where-abouts of my cell, they replied that the part is yet to be received and asked me to contact them after few days. But to add to my agony the story has remained the same till date.
Hence I decided to call up the customer care cell, & I was advised by Miss RUPA to lodge a complaint and get back to them in 48hrs (Case ID: SE1491-3659 on 15/05/09). On 17th I called up to enquire about the same and was replied that the phone has already been rectified and sent back to the service centre a couple of days ago. But the shocking part is that I had called up the service centre the same morning and was told that the parts are still pending and I would get it this coming Tuesday or so.
This is when I called up the service centre complaint cell an had a talk with Mr. NAFEEZ who had ensured that he would have a talk with his senior officials and get back to me in an hour. Also when asked about the availability of the part, he replied that it is very much available with them and the problem is on the part of the Service centre. But surprisingly that never happened. This is when I realized the intensity of game going on within the organization, in which either none are aware or all are smartly aware of the happening.
The response that I have been receiving from the service centre's end is that they will get back to me in an hour or so as they have to speak to their senior officials. Even recently when i called up 02239011111 same was the reply received from them was the same, but no action has been taken till date, which is very shocking and contradictory to the fake promises mad by the organization.
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