Incompetent service center

[skranjanin]

Incompetent Sony service centers in India

Unfortunately, I am left with no options but to post my experiences with R-Logic Technology LTD in Basaveshwanagar, Bangalore, the so called "Authorized Sony Service Center" and highlight their incompetency in handling customer service. It's been over 2 months now since I had given my Sony Xperia Z1c for repair and I am yet to hear from them about the status and I have reached a point where i am not sure whether I will get hold of my phone at all.
Here's the story:
I should have known better from the way they started off handling my request. Initially, they messed up with the cost estimation for the repair. They were supposed to give me a call on the estimate and get my consent for the repair but instead without even calling me, they somehow deemed that I had rejected my phone to be repaired and they went ahead and updated the same in their database. After some verbal discontent from my end, they came back again with an estimate and soon I gave them my sign-off on the repair. They assured me that I would get my phone in 7 -11 days. Well, they should have clearly mentioned in what world they meant when they gave me that number because its been 60 days now and no one has called me nor have shown any obligation to give me an update . No one from the service center really knows how to handle a job request and how to make sure it is solved diligently. Whenever I call them or I visit them personally, they always have the same answer ready - "we will call back and give you the status". I am sure by now you'd have guessed from my tone, they never have called back till now. I kept doing the rounds to the service center in the hope that I'll get an update but to no avail. I have written mails to the customer relations officer but hardly anything has changed. If this is how one of the biggest and established companies provide service, then I don't see any qualms in the services provided by the so called emerging companies like Micromax, Xolo, One Plus etc, who are still relatively new to the Indian market and don't have established service centers spread across the region like these big companies have. So those who believe only big and established companies provide good after sales service, then this should be a wake up call to them. The service provided by small companies cannot be any more worse than what Sony India have managed.
Lastly, I have decided that I no longer intend to buy Sony products with the kind of service I had to put up with and I am guessing losing one more disgruntled customer from their list of patrons wouldn't matter to them either in the long run. So with that,goodbye Sony!, good riddance.

[Hampus]

Hi skranjanin,

I'm sorry to hear that and that you feel that way.
Unfortunately, I cannot find any information in our system that you have raised this with your local support team. Since repairs are handled at a local level, we at the support forum are unable to give you any further information about this. I suggest that you raise this with your local support team for further information about how to proceed with this in the best possible way:

http://support.sonymobile.com/global-en/contactUs/

[skranjanin]

Unfortunately, the experience from the local Sony support was as worst as I'd experienced from the local service center.

I started a chat session with a Sony support representative and asked for the status of my job and she told me that the job had already been closed. If that was the case, then I asked her why was my local service center were telling me that my phone is still in the head office and that they will call me once it is done?, she told me that the local service center are the right people to update me on the status and I am supposed to call them and ask them. I told her that the reason I was talking to her was I was not satisfied with the answers given by them and that the phone as of today has been with them for over 2 months. I asked her how long does she expect me to wait to get my phone back. She kept on reiterating the same stuff - that I'd to call the local service center and find out. I lost my patience and I abruptly had to end the session.

I am sorry, but I expected a lot better service from Sony than the shennanigans I got to witness and experience. I have lost any interest in following up on the repair and I've decided I will just wait and except the phone whenver they deem it as done, if at all they manage to sort it out, and end my nightmarish association with Sony.