Dear Sir,
We had submitted our phone W580i to Sony's service centre at Sheikh Sarai, New Delhi after several follow ups with their Okhla centre and Arun Watch shop whose numbers we were provided earlier. The phone was submitted on 23rd June 2009 (Work order # SE309RMV10085)and was still under warranty for cracked keypad. It was sent several times earlier also at sony's okhla centre (which is closed now) but the problem was never resolved. Even when it was submitted on 23rd June, there was no update given and the phone never came back.
After several follow-ups and reminders with the service centre and sony's customer service (complaint # 78300627), the phone finally came back to the service centre after more than 7 weeks and we were surprised to know that the phone has not been worked upon. The reason was “The keypad is not available”. This is despite the fact that the phone still sells in the regular market and it is surprising that Sony does not have a keypad available for such a phone. Further, this information was provided to us after 7 weeks during which we had to suffer with a makeshift phone and there was ABSOLUTELY no response from sony's team. I was given the number of Mr. Nitin Arora and Mr. Neeraj Jalota who are supposedly senior people in the Sony team to handle customer problems. I do not know if they really solve problems since they NEVER PICK UP THEIR PHONES. Also, there is never a call back from them. If this is how Sony Ericsson is working and this is the behaviour of senior people in the organisation, we can understand the poor state of affairs in resolving a customer problem. This is the poorest service that I have ever seen specially coming in from a company like Sony.
This is when out of 4 people in our family, 3 own a Sony Ericsson phone and one of them is the Xperia. I want your help in resolving this problem and for Sony to replace the phone if they are not able to provide a replacement keypad after 7 weeks. In fact, the non-availability of the keypad has been told to us for more than last 4 months by the Okhla service centre which is closed now. If it is so difficult for Sony to provide a replacement keypad for a phone which still sells at all phone shops across the country, I think that it is a matter of shrugging responsibility. If they cannot replace the keypad, let them replace the phone for us.
Looking forward to your response.
Best Regards,
Umang Srivastava
Director
Aristos Creations Pvt Ltd
New Delhi, India
Email:
[email protected]
Mobile: +91 97179 90471
