Hi Team,
I’m Amol More, One of the Sony’s fan, but today while writing this topic on this forum I’m feeling really sad.
There are n numbers of reason to this; I have started using Sony Flagship since 2011 since they launched Xperia Arc.
Since then I have used each handset of Sony spending lot of money on such expensive handsets like (Xperia Arc, Arc S, Xperia Z, Z1, Z1 Compaq, and Now Z2)
However each of the above handset which was provided to me was faulty, to start with, Xperia Arc was submitted to Pune Service Centre 3 times in one year, after 1 year again the handset was dead and when I went to service centre they asked me to pay 75% of the handset cost.
Unfortunately I had to through that handset because of the service that I got from Sony.
Each model of the Sony which is listed above went to service centre for more than 3 times during warranty.
Not a single time I received a positive feedback from Sony.
The worst case is that every time when I use to submit my handset to service centre my case use to get escalate, I use to speak to HO of the Sony who is in charge for Sony, however that never helped for me in last three years.
This time I have Xperia Z2 which is the latest handset of Sony. I purchased this handset in the month of May-14, since then till today I have replaced it 3 times. First time it was totally dead, second time speaker was faulty. and this time there was a fog on the camera lens due to which I was not able to click clear images, Along with this the Answering machine which is the inbuilt future of Sony is not functional.
On 22nd of Oct I submitted this handset to pune service centre (ACCEL Frontline) after 7 days when I checked it on the service portal regarding my handset status it was updated that my handset is ready for Delivery , so I went to service centre on 29th Morning I met Mr Arun he told me that my handset was rejected from head office stating that there is colour mismatch with the IMEI that is mentioned on the Handset ( The Sony Data base was showing that my handset was purple , and the actual device was black ) they took 7 days to realise their own mistake for which I was facing issues.
On the same day I spoke with Customer care on 180030002800, and requested then to escalate my call to one the Authorised person whom I can share my problem, however they told me that all the seniors were busy at that time (this was in the morning) then I called up Mr Chaitany who is the in charge of service delivery from pune ,I explained him the entire history post which he asked me for two more days to look into it from his end.(this conversation I had with him on 29th Oct-14 around 10:00-11:00 IST) according to our conversation I was expecting his call on Tuesday EOD (30th Oct).
However I did not received any response from him.
On the next Day (1st Oct-14) around 11 am I sent Mr Chaitany a text message requesting him to update me on the Xperia Z2 Status.
But he dint bother to call me neither he responded to my message, on 2nd & 3rd Oct-14 there was a holiday so the service centre was closed , on the 4th Oct I called up service centre to check the status but unfortunately the status was ( They were waiting for Ho Approval).
On the same day I called up Mr Chaitany but he rejected my call with a message stating he was busy in a meeting, after one hour I again called him but the answer was same that he was busy in a meeting.
Then I called up on Sony customer r care I explained them the entire history again, but this time also they were helpless as my case was escalated to HO.
After calling so many times to customer care I received a call at 6:11 pm from Mr Chaitany.
He called me to ask me the exact issue that I was facing since so many days. After following up with them so many times they realise to understand the problem from my end.
Post explaining him everything he told me that he will call me back after 30 min, for which I did not received any response from him, I again called him to check the status, but my call was disconnected with the message stating he was driving.
At 8:23pm on the same day I received SMS from him saying “Hello Mr Amol More coming Tuesday evening we will deliver your handset”.
If I consider the delivery date it will be 13 days since I submitted my handset, and since then I’m continually following up with them to get the status.
I have the worst experience with the trusted brand like Sony and now I have lost all my patience and hope from Sony.
The most important thing which concerns me that despite of escalating I never received any response from Sony and nether from the person to whom I escalated my query.
This is really embarrassing for me as after spending so much money I have to face such issues.
I really need some proper solution from Sony as I have all the rights to ask them why I’m getting such kind of service from them.
The local brand are doing much better than Sony, then what is the difference between Sony and local brand if I have to send the device 3 times in 4months.
I’m not sure to whom I can raise this complain to? If anyone can help me to direct it will be much Appreciated.
Rgds
Amol
