Complaint Details

Status	:	Closed
Complaint No	:	0088903/2017
Category	:	Consumer Goods
Date	:	12-05-2017
Subject Line	:	Sony experia C mobile handset Model: C2305 bearing IMEI no: 353267061617567grievance redressal
Complainant	:	Pushpa shah
Address	:	101, Ruby apts., 253, walkeshwar road, Opp. state bank,
Complainee	:	Sony India
Address	:	Sony India Pvt. ltd.,2, marwah House,Krishnalal Marwah marg,Andheri

Complaint Details
Respected Sir / Madam,

I had purchased a Sony Experia C handset Model: C2305 bearing IMEI no: 353267061617567 on 23rd May, 2014 from Top-10 store , Mumbai.

In December 2015, I got some problem in the handset i.e. I could not receive calls as I used to get error "Unfortunately com.android.phone has stopped". I tried doing a factory reset but the problem persisted. Hence, I went to nearby Sony Authorised service centre at Lamington Road, Mumbai and got a software update done, paying Rs. 350 for the same.

Again in April 2016, when I tried to start my phone, I got an error "Unfortunately, System.UI has stopped" and would keep re-appearing continuously even after touching OK. The problem persisted after pressing the reset key. I called up Sony helpline and they sent me a mail to perform Software repair using XPERIA companion software. I tried that too but there was some error in the same which persisted. Sometimes, the Phone would not proceed beyond the SONY Logo itself and sometimes I used to get the error mentioned above.

I then revisited the Service centre in June 2016 at Lamington Road,, they said that the motherboard will have to be replaced and the cost will be approx. Rs. 5,600! If I decline to pay that, I would have to pay Rs. 250 to get the handset back.I spent Rs.5504/- for repair of the handset which included replacement of mother board with a warranty of 90 days only.

I followed up with company for discount in repair charges,but they kept on replying same thing that it was beyond warranty of 1year and full charges will have to be paid So again I got it repaired in July 2016 by paying Rs.5504/-


After spending Rs.17000/- to buy the handset and Rs.5504/- for repairing it, the handset has again stopped working within short span of time in December 2016 and after submitting it to service centre, I have been informed that the same part which was replaced earlier in July 2016 at the cost of Rs. 5504/- has stopped functioning and needs to be replaced the approx. cost of which will be Rs.7300/-. I wrote to company on 16/1/17 but again got the same reply that the warranty of 90 days of repair was over and I will have to pay full repair charges.


I request you to kindly help me in getting my grievances resolved by getting replacement/ repair free of cost from the company.


Warm regards,

Pushpa Shah

“ Live simply, love generously, care deeply, speak kindly, and leave the rest to God. "

N.B. I am also sending the trail mail sent to Ms. Sonia singh, Secretary to MD based in Delhi.

I have not received any reply to the last mail sent on 4/3/17 and so have approached CFBP.

I had also written several emails to their customer care and service head.


Mails to Ms. Sonia singh

Mail sent on 8/6/2016
Dear Madam,

As per our conversation a few minutes back, forwarding you the complaint about my Sony Experia C we had sent to servicehead@ap.sony.com .

As mentioned, apart from this cell, we have had trouble with Sony Music System RV-22 which was beyond repairs after 6 months of purchase, and Sony Tube TV which gave us many problems a year after its purchase.

I hope you will personally look into this matter and do your best to restore our faith in your esteemed company and brand.


Mail sent on 11/6/16


Dear Madam,

This is with reference to your mail rejecting my request for free repair / replacement of my mobile handset.

With regret I have to state that Japanese company like Sony from whom we expect highest standard of quality has no value for its customers neither it values the brand image.

It seems that company does not mind putting its image at stake rather than winning customer's trust back . It takes years to build the brand but takes very little time to ruin it in today's era of social media where any negative publicity can go viral and affect the goodwill of the company.

I agree that my complaint is beyond warranty period and as a policy can not be entertained but as I have explained in my earlier mails that the trouble started long back within few months of expiry of warranty.There are always exceptional cases and policy norms can be relaxed for such cases.


I am sure prudence will prevail and my small request costing negligible amount to the company will be considered and my faith in your companies products will be restored.



Mail sent on 6/2/17
Dear Ms. Sonia,

Following is the mail sent to Ms. Dharve customer relations (West)on 20/1/17 but still nothing has been done.

I am sending the trail mail for your reference. Kindly refer to it and kindly intervene in the matter and do the needful to restore our faith in SONY.

After spending Rs.17000/- to buy the handset and Rs.5504/- for repairing it, the handset has again stopped working within short span of time.

Dear Ms. Dharve,

With regret, I have to state that despite spending the amount as quoted by you , within 3 months, the cell has stopped functioning and we can not even start it. It seems that we need to replace entire circuit.

I had earlier also written to you that the piece has mfg. defect and needs to be replaced but my request was not considered and I was charged hefty amount to replace single PCB for which we were given only 90 days of warrantly. this time also cell
became non functional within 4 months of the repairs ie immediately after expiry of warranty period.

Mail sent on 17/2/17
Dear Ms. Sonia,

Even after almost a month of my mail, no one has still contacted me neither I have been given numbers of concerned persons so that I can contact them!


It reflects on your company's policy of ignoring genuine complaints of customers and has shaken my belief in integrity of japanese companies.


Mail sent on 4/3/17
Dear Madam,

Kindly consider my request of repairing my cell free of cost.


After spending Rs.17000/- to buy the handset and Rs.5504/- for repairing it, the handset has again stopped working within short span of time and after submitting it to service centre at worli, I have been informed that the same part which was replaced earlier n July 2016 at the cost of Rs. 5504/- has stopped functioning and needs to be replaced the approx. cost of which will be Rs.7300/-

I am sure that higher management consisting of Indians and Japanese people will consider my case sympathetically and do the needful which will restore my faith in the company.

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