Complaint Details

Status	:	Closed
Complaint No	:	0006183/2013
Category	:	Others
Date	:	03-09-2013
Subject Line	:	WORST SERVICE FROM SONY INDIA [FOR XPERIA Z]
Complainant	:	DURGESH POTNIS
Address	:	TILAKNAGAR MUM-89
Complainee	:	SONY
Address	:

Complaint Details
I had purchased SONY Xperia Z on 30/3/2013 from dealer M/S Classic located in Chembur (East).The IMEI of original mobile phone was 355666051964269. Initially I faced problem with the rear camera of Xperia z with effect from 27 July,2013. A black spot was noticed in the camera view and also in the pictures that I clicked with it. So I took my phone to Sony service centre namely Mobile Technology situated in Ghatkopar (East) & I was informed by service centre that they have detected hardware fault and instead of repairs I will be given new piece as replacement as mobile returned was irreparable. So I submitted my phone to said Sony service centre on 29/07/2013.
On 2nd August, I was informed by service centre to collect my replaced handset. However when I went to centre I was given a refurbished phone (used phone).Besides there were minor scratches on the body. The flaps of Xperia Z were found to be opening & closing easily. Also there was dust in between the casing. The service insisted me to accept the replacement given. But I refused to receive it as I was not satisfied with the replaced piece given to me. I have purchased subject mobile for Rs.38000 & there was no kind of physical or liquid damage to the phone. Moreover I was assured by service centre as well as Sony Xperia customer care that I would get a new phone. So they reprovided me a job sheet to apply for a new replacement. I had complained in the matter to their head of office via mail & also to the customer care & I was assured that the case was escalated & passed on to regional office.
On 6th August, I received the next replacement phone having same defects. It was found to be a refurbished unit with the same problems mentioned above. The service centre again issued for replacement and the work order number was W113080700724. Finally I received a better piece of xperia z on 13/08/2013. But later on I observed a white flare in pictures whenever I captured images with flash on. This problem was communicated to Service centre. They told me that it was a hardware (camera) fault & again issued for replacement. The work order number was W113081401530. Thereafter on 20th August, 2013 I received the xperia z in good condition .But I found stuck/dead pixels on the screen of this new replaced handset. Also there was a tiny black line near the bottom left of the screen. Service centre issued work order for replacement of phone and the work order number was W113082300879.

Later on 31st August 2013, I received the phone in worst condition even though the work order was highly escalated. The phone was having scratches all over body including camera lens. Also the phone was having a used scratch guard previously installed on it and dirty plastic tapes covering all its flaps. Dust was all over the handset.Also on the back side of handset the black colour has got removed a silver patch is there instead.This is the condition of new replacement phone.I have attached pictures of the same.

I have been using Sony phones since 2008[w700, w705, xperia neo v] .But today I deeply regret for purchasing Sony xperia z. I am highly disappointed with the service provided to me as each replaced unit is having some sort of defects. Now this would be a 6th replacement. I am already waiting for the good replacement since 30th July, 2013.I am unable to use my mobile for last 33 days. Whatever I experienced recently is unexpected from reputed leading company like “SONY”. Also I need to visit service centre frequently & bear expenses for conveyance.
The chronicle of Job sheets is as follows
Date
Work order Number
Reason for returning the replacement unit.
29-07-2013
W113072900147
Camera was having black dot.
02-08-2013
W113080201058
Refurbished unit was provided.
07-08-2013
W113080700724
Refurbished unit was provided[service centre themselves issued for replacement]
14-08-2013
W113081401530
Flare in pictures taken by rear camera with flash on.
23-08-2013
W113082300879
Dead Pixels on display.
I have also mailed to higher Sony officials such as subhankar (subhankar.sanyal@ap.sony.com) & many others but have not got any reply from them.I have also spoke to Anuj Marwa (System Manager at Xperia customer care) , Rajani(Assistant Manager) ,Mayur Datta (Repair service head) But no satisfactory solution has been provided to me. Now the phone is with service centre(Workorder : W113082300879).
Now I had enough of these replacements. Also my 1 month warranty of total 1 year warranty period has totally got wasted. I need a full refund of money I invested for this phone . Please help me out. I am now highly disappointed with the service provided to me from sony india.
Kindly look into this matter and help me to get back the money I invested for this phone. I cant wait for anymore replacements now.Either i need a refund or a new packed piece with new warranty from sony .

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