Sony
Reviews and Complaints

This complaint is regarding the poor services provided by the Sony Ericsson to their customers. Even they didn't bother to reply even after sending so many mails to their cutomer care .

Below some mails are attached for your refrences which i had sent to their official E-Mail ID .

Dear Sir/Mam

This is to inform you that i had not received my set till now & two months has been passed. Today they had replied that you should contact to Sony Ericssin by mail but i had already send you some mails & there was no reply to my earlier mails from your side . So sorry to say but this time also i didn't expect any reply from your side . Now the only solution to get the mobile set back is to file a case in consumer court & this mail is for that purpose so that i can attach it with that if you didn't reply for the mail again.

So if you can do something than it will be better for both of us.

Naresh Kumar Jindal

Mobile No. [protected](Punjab)

Dear Muskan

May i hope any support from your side as you are not responding it seems i would have to fight against negligence as well as poor services from your service centre & also from you , in my own way .Because there was no reply from your side in response of my mail on 13th oct.and from your service centre the reply on this tuesday was same to extend the delivery to next week.

Now i have only one option to buy a new mobile and to file a sue against Sony Ericsson in consumer court.

Regards

Naesh jindal

Naresh Jindal wrote:
Date: Sat, 13 Oct 2007 09:16:27 +0100 (BST)
From: Naresh Jindal
Subject: Re: Case : [protected]
To: questions.[protected]@support.sonyericsson.com

Dear Muskan

I really appreciate your concerns you had shown on behalf of Sony ericsson customer Care.

But nobody from B.M. Services hardly bother to give me a courtsey call to tell me the status of my cell phone.

Even after 26 days I have not given the exact date of return of my phone by the Service Centre.

Actually I had borrowed a cell phone from my friend for a week as Service centre people assured me to return the phone within 2 days. But now you can see the situation.

I hope that 'SONY' will definitely understand the meaning of Word 'SERVICE' for whcih it is known around the world and I wil get my phone back soon.

With regards,

(Naresh Jindal)

questions.[protected]@support.sonyericsson.com wrote:

Dear Mr. Jindal,

Thank you for contacting Sony Ericsson on World Wide Web.

We understand your problem and disappointment you have come across and sincerely apologize on behalf of Sony Ericsson for all the inconveniences caused to you. We really appreciate you patience and assure you that we will try our best to regain your faith in our company.However, we would like to inform you that we already have sent your complaint to the same service centre where you have visited. The feedback is awaited. So we request you to please wait for some time. We will get back to you with a best possible solution. We seek your patience and request your cooperation in this regard.

Please feel free to contact us in case of further queries and we will be more than happy to assist you.

To know more about Sony Ericsson products you may also visit our website which is www.sonyericsson.com. You may also call us at [protected] prefixed by STD code of your city (From Mobile or non-BSNL/non-MTNL No.) or [protected] (From BSNL/MTNL No.) from Monday to Saturday at 9:00 a.m. to 09:00 p.m.

Assuring you best of our services.

Take care and have a blessed day!

With best regards,

Muskan

Sony Ericsson Customer Care centre

Question:
Email:
To: questions.[protected]@support.sonyericsson.com
From: [protected]@yahoo.co.in
Subject: Phones
Product: J230i

Opinion: Respected Sir/Mam
I am using sony ericsson j230i. i have a problem in display of my set. IT was under guarantee so i give it to sony ericsson show room in Ludhiana(B.M.SERVICES -GHUMAR MANDI LUDHIANA).My complaint ID is SES07BMS16011 & Date of Deposit is 17-09-2007 . But till now i had not received my set after follow up of many times. So i am surprised to see what kind of services you are providing to your customers . Besides this today the reply from their side was that it will take more than a week . So a request to you to do some thing for me.
Country: India
First Name: NARESH KUMAR
Last Name: JINDAL
Phone Number: [protected]
City / Region: Ludhiana
Agree Legal Terms: Yes.
Sign up for enews: Yes.

The details of this case are as follows:

Case: [protected]
Engineer: Priyanka Asthana
CaseOpened: 10/Oct/2007 13:15:08

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I had purchased a Sony DCR HC 40E Mini DV Handycam in November 2004. After shooting about 10 Mini DV cassettes (total 10 hours recording time) in Australia and then in Singapore, I started getting a "head dirty" indication. Since I was a tourist in Singapore, there was no time to go to a Sony repair center, I purchased a Sony head cleaning DV tape and tried to clean the head as per the Sony Instruction Manual. This did not solve the problem, and I could not shoot any more videos. On returning to my country (India), I went to an authorised Sony Repair Center. They kept the Handycam for about 3 days and informed me that the problem was due to fungus, which they said had been cleaned up. When I next used the camera after about 6 months when we went on a vacation, the same problem occured again within about 15 minutes of shooting. I went again to the Sony Repair Center and they repeated what they had done earlier.
Last month we were going on a vacation again, and I took the precaution of showing the handycam to the Sony Repair Center. They again said there was a fungus infestation and it was cleaned up. The problem again cropped up when I shot a video for a total of about 30 minutes, and my vacation was again spoilt because of the faulty Handycam.
I am strictly following all the instructions given in the Sony instruction manual regarding storage, usage after sudden change in temperature (for example after going out from an aircondtioned hotel room) etc.

Please advise me if something can be done as I am sure if I go to the Sony repair center, they will repeat their so called solution which does not seem to work. Please reply fast as the Guarantee expires on 16th Nov.

Name: Ashok Mohindra
address: 61 Kailash Kunj, Greater Kailash Part I, New Delhi 110048, India
email ID [protected]@gmail.com
Tel 91 11 [protected]

Sir,
I had bought a sony wega CRT TV of 21 inches.Sony is claiming that it provides the unmached viewing quality in its product.I have paid comparatively a very high amount expecting that the product will give enhanced picture quality and sound.

I have paid 15,990 INR and bought the TV but the picture resolution and the sound quality is very poor if it is compared with any of its parallel products from LG,PHILIPS etc.

LG is taking around 9000 INR and providing the better services than Sony.

Frankly telling I am repenting after opting for Sony product,by paying considerably high amount to buy a 21 inches tv after paying 15,900 INR.

I want my money back and to return that product to Sony.

If the justice can be given to me then I shall remain ever grateful to you

Sony Ericsson is among the world's top five Mobile phone makers. But, their after sales service seems to be not at that standard. I have experienced the better service than this from other small players. Myself and my friend had the bitter experience of their after sales service standard recently at their authorised service centre Compcare Services, Jayanagar, Bangalore.

My SE T630 was intermittently giving charging problem for past 6 months. Once in a while, it was not getting charged and apparently it was appearing to be a loose contact problem. I took the phone to the SE service centre Compcare sometime during July-07. The service engineer heard the complaint, checked the phone & charger and advised me to replace the charger saying that the problem is with the charger. I bought a new charger at a cost of around Rs.900/-. But, the problem still remained. When I complained this to Compcare again, the service engineer brushed the contact points and said, it is OK. And the phone did work for next 3 months without any problem. So, I unnecessarily spent Rs.900/- due to the improper analysis of their service engineer.

Again during Oct-07, the problem re-occurred. The phone was again intermittently not getting charged. Once again I took the phone to same SE Service centre, Compcare. Compcare collected the phone for repair. I was told that the phone will be ready in two days. When there was no response for next 4 days, I contacted Compcare. I was told that an IC has to be replaced and it would cost me Rs.450/- and service charges will be another Rs.250/-. I agreed for the terms. When I went to collect the phone next week, I was told that the phone is not repairable. I was charged Rs.150/- towards handling charges and the phone was returned stating that they are unable to repair it.

When I took the phone home and tried charging, the phone just was not getting charged at all. Remember, when I gave the phone for service, it was intermittently getting charged.

Everything is not transparent at Compcare. The bill and the delivery challan given to me were not in the name of Compcare Services, they were in the name of Smartcare Services!

When I narrated this experience to my friends, I was surprised to know from a colleague of mine that he too had a similar experience with his brand new, under warrantee K750i phone at Compcare Bangalore. An under warrantee phone was accidentally exposed to slight moisture and it started giving the same intermittently charging/not charging problem. He gave the phone to Compcare for repair. Compcare told him that the warrantee is void due to moisture exposure and he would be charged for both service charges and for the replacements for which he agreed. Compcare retained the phone for a month and later returned saying that the motherboard need to be replaced to rectify the problem which would cost almost the same rate of a new phone.

To his shock, the so returned phone was just not getting charged though earlier it was intermittently getting charged when it was given for service.

SE's own customer care system is no better. I posted my above complaint on SE web site. My case (numbered [protected]) was registered and duly acknowledged through an auto reply mail saying that their call centre would contact me. But, nothing was heard for next two days. I called up their customer care contact number. I was told by their telephone support that, they are not in a position to tell me the status of my case since it was booked through e-mail/web and I was advised to contact through e-mail only. So, I followed up with an e-mail with all the details and supporting attachments. After next 2 days, I got a mail from their customer care thanking me for registering a case, again asking for Service tag No and phone's IMIE No. which I had already submitted through my e-mail.

I have provided these details again to SE and hoping for SE Customer support to come back. At the pace, SE is responding, makes me feel that I may need to post the developments again in this forum.

Due to these bad experiences, I advice SE mobile phone users at Bangalore to avoid Compcare, Jayanagar, Bangalore, since Compcare’s "daal mein kuch kaala hain".

On, 17.09.2007, I had deposited my camcorder (make – SONY model DCR-TRV355E) to the local service centre, ( i.e. - The T & F Customer Care Division, Sony authorized service centre, GL-4, Abhiyank Estate, University Road, Gwalior (M.P)), for checking & repair, as it was not ejecting the cassette, which was inside it and was continuously showing, on its LCD-screen, - the 5 digit self diagnosis display – read as – C:32:11.

{The meaning of this self diagnosis display (C:32:11), as described in its camera operational manual is – a malfunction other than the above that you can service has occurred.

Eject the cassette & insert it again, then operate your camcorder. As per camera manual, all self diagnosis displays starting with prefix C�?��?�, interprets that – A customer (layman) itself can service its camcorder and no need of service engineer to call.}

But as a extra precaution, I contacted to the local authorized Sony’s (company’s) service centre to diagnose and rectify it. At the time of (camera) submission too, it(the service centre) agreed that it was a trifle problem only and I can collect my repaired camera in the evening on the same day (by paying Rs. 1000/- as its labour charges).

But unfortunately, in the evening, it had not proved its words. Next day, on 18.09.2007; “the service centre” called me and told that some part/s are malfunctioning in the camcorder, which need replacement and intimate me a estimate of Rs.4000/-(including its labour charges etc.) for its repair. For that, I deposited Rs. 2500/-(by cheque) as an advance, as demanded by “the service center”.

Now a month passed, but it had not repaired and returned my camcorder till date. For the last one month, every time I phoned/contacted “the service center”, but no satisfactory answer had been provided regarding the status of my camcorder nor any tentative date for the delivery had been intimated.

On 17.10.2007,(after one month later), the service centre intimated that some more parts are defective/broken and demanded more additional amount for replacing these additional parts, (as the camcorder may be get damaged during its course of repair by service technicians). For the last one month, the camcorder was in the possession of “the service center” only, so I may not be held responsible for any damage (made by “the service center’s staff, result out during its repairing) during this long (one month) time. As demanding an additional amount (after estimation) is totally against trade practices and rules.

I am still awaiting the fate of my camcorder. The service centers are fully incapable and incompetent to repair these highly sophisticated equipments. Its service engineers and franchise service centres are making fool of customers and robbing them actually by making trifle problems a huge problem (in greed of large amount of money).

I gave my music system (3 in one) for repair. They gave me an estimate of Rs 3000. I agreed for that, but finally they came up with a bill amount of around Rs.6000. After a long argument, I paid the amount and got the system back. After 2 months I had the same problem with the same system. They gave an estimate of Rs 2000. But last time when I gave for service they said, we have replaced everything, but this time they said we didn't do anything with CD compartment. So I left it without service. After sometime I took the system to a local technician at velachery for tuning FM. That guy identified the problem and rectified the problem at a cost of Rs.300 (All inclusive). My strong feeling is people at Sony service centre at chennai are not qualified. I have the receipts and all.

I bought KLV-32V300A from Singapore on 27th Sep 07. After a week, I started getting a green vertical line near right end of the TV. The Green Line appears, exactly at the right end of the picture when view at normal mode. I didn't expect this quality from Sony. I have posted the issue in Sony Site, but still didn't receive any reply. I am worried. Please advice.

I sent this email to the Sony repairman Oct. 12, 2007: On July 12, 2007, I took my Sony into Fry's, Plano, TX, for repair, after having problems with it. Several people at Fry’s told me that if Sony agrees that the problems with my computer were caused by something other than just a fall, that they would have it repaired under my service contract. I told them that (most importantly) I want to make sure that it won’t continue to get hot, and spark on me. As I explained when I brought the computer in on July 12th, 2007, "On July 11th, 2007 it sparked several times and I heard a pop". That really scared me because I have a Sharp sweeper with a battery pack that recently caught on fire, while it was plugged in being charged. Even now, when you turn on the computer, you will see that it starts making this (very) loud humming noise, and gets hot very quickly, not the quite humming noise you usually hear from the fan. It sparked again on my husband before we took it in on July 12th, so I know that it will do it again, unless something that is causing it to get hot is repaired. I don’t know if it’s caused by the battery, or something else. Anyway, you can see by the notes you have that when the computer got real hot and sparks started coming from it, I leaped out of bed, and dropped it.
I had other problems with it, before this happened. When I first got the computer (spent $2219. for the computer and the service contract), the cd write didn’t work, and the computer kept freezing up, and at other times would just shut off. Then, approx. 3 months later (the first time I tried to save all my files and information in Quick Books) I discovered that I couldn’t save the files to a cd. I use the computer for our business, so I was afraid to send it in for repair at that time, thinking I would lose all my work (in Quick Books). This really concerned me. I need all the information to send to my CPA for tax purposes.

email to Kevin at Sony's National Customer Relations Dpt.: Kevin, a few months ago (as I told you on the phone today) I purchased a memory stick to save the information from Quick Books (so that I could have my laptop sent off for repair before the service contract expired), but had no way of checking to see if the memory stick actually had the information on it (due to not knowing what all works/doesn't work on the Sony). I could not borrow a laptop from someone with memory stick capability, because I would need to install Quick Books on their computer to do that. If I could have saved all the files/info. to a cd, this wouldn't have been a problem, but as I stated above, that didn't work either.

Anyway, the laptop did fall on a carpeted floor, from my lap, while in bed. Because it always ran so hot, I used a computer tray underneath it, with holes in it to help with ventilation. The laptop had never been dropped before this happened. I work at home, and do not carry it from place to place. I now know that the computer should not have gotten that hot (problem I had with it, starting from the day I bought it), but had no way of knowing at the time, because:

A month before I bought this Sony laptop, I had purchased a Compaq laptop. Right away, it started getting very hot (not just hot) and freezing up (usually while playing games), so I returned it right away. Fry's would not give me my money back, but instead they gave me a coupon to purchase something else from them. I ended up buying the Sony, and spending (I think) an extra $1000.00, but had the same problem with it (getting very hot and freezing up, or just shutting off). When I started having problems with the Sony laptop, I called Fry's and said "it's happening to me again". They said that it's normal for that to happen, with the new processors. I have used several laptops since then, and now know that this doesn't normally happen. Anyway, the bottom line is that not only did the computer have several problems from the beginning (mostly heat related), I was scared it was going to catch on fire in my lap, which in turn caused me to drop it.

Email to Kevin again on Oct. 16, 2007: I will never shop at Fry's again. I will take my problems with Fry's to the next level. I have already contacted BBB, and I am contacting the Federal Trade Commission, the State Consumer Office, and websites: complaints.com, consumeraffairs.com, and /link removed/ Remember when I was surprised to hear that the Sony repairman quoted a cost of $350, when Fry's told me it would cost $680? Well, I called Fry's today and spoke with Ray at the service dpt. and asked (again) how much it will cost. He said it would be $350.07. But that they wanted to charge me $99.99 also, for the diagnostics. He said that if I hadn't declined (to Sony) the repairs, Fry's wouldn't have charged that $99.99. I said that I never declined having it repaired, I wanted it repaired. That's why I was communicating (just last Friday) with Jonathan Doreau at the Sony Repair Center. I've even got a copy of an invoice from Sony to Fry's stating that Fry's instruction to them was to return the unit unrepaired (not my instructions). Today, I told Ray at Fry's that Neal at Sony told me that Sony will never contact me to ask if I want it repaired or sent back, because I'm not their customer, Fry's is there customer. Today Ray at Fry's told me that I would need to talk to the manager to have them take off the $99.99 diagnostic charge, but that if I leave a message, THE MANAGER WILL NEVER CALL ME BACK. I will have to come into the store and talk to him. I said that I can only come at night, but I've been sick and would prefer talk to him over the phone. He insisted I would need to come in, and he said there is always a manager there. So I went there tonight, and waited 2 1/2 hours (while the manager was in a meeting), and then the manager left, so I couldn't talk to him. Needless to say, I was upset. The service department said they weren't there during my conversation with Ray, so they are not responsible for giving me false information. they said I'd have to call him the next morning. I argued with them, so they brought in someone calling himself an assistant manager (a lot of false information so I'm not sure if it's true). He showed me an invoice for the $99.99 plus $488, total $588 to have the laptop repaired. I asked him why the price went up again, and that people there have been dishonest with me. He said "oh, everyone here is dishonest. I believe you are the only dishonest one here". And again, that he wasn't there during my discussion with Ray, so he is not responsible for false information. No one there is held accountable. Even when I get their names. Also I brought in my loaner laptop to them tonight, and they turned it on, and turned it right back off and taped the box up and marked $50 off it it and put it right back out for display. We watched them. They don't even check to see that everything works, or do any diagnostic tests before they put things right back out to sell. That is why we've had problems (initially) with 2 of the laptops we've bought from them.

Beware!

Hello folks,

I have had an utterly pathetic experience on buying a brand new DSC W-55 digital camera from one of the retailers "tied" with Sony to sell their products. This retailer is the Viveks situated at Indiranagar, Bangalore.

The product, a 7.2 pixel camera, had a defect in the LCD display at the time of sale (the fact was acknowledged by the branch manager at the concerned Viveks outlet) though the defect could be detected a couple of hours after purchase.

To our utter dismay, this particular retailer was not ready to own any of the responsibility to get the piece replaced.

This is very unfortunate to note that a company like Sony would let such unscrupulous dealers to handle sales of its products. How the company could allow a defective product pass the quality check and land up at the display and sales counter and furthermore, the company seems to have no back-up to settle such issues.

PlayStation.com
www.us.playstation.com

In last 10 months I have exchanged three( 3) Playstation3's and now i'm waiting on my 4th one. Problems with unit freezing and also shutting down while doing upgrades. Sony would only replace with refurbished units and NO refunds were accepted. Wrote a letter to SCEA but NO RESPONSE. Customer service replied that it's not they're problem and SONY is aware of the multiple issues but NO CHANGES have been made. I requested my money back and I was told they cannot do that. Been w/out the PS3 console for past 4 weeks. Very unfriendly customer service no matter what time of day you call.

Hope this helps for other consumers.

Very, very disappointed customer.

I am a really frustrated consumer of SONY! I bought a Sony Home theater from Sony World, (Jeetesh Agencies!), Aundh, Pune. After only a month, it stopped working properly and I started putting wasted efforts to get my system serviced. I kept on lodging the complaint to the retailer and they kept on telling me that it will be attended. It took another 20 days when the service engineer visited and asked me to drop the system with the retailer! (Which is obviously not my job!) I did that! The service people kept it with them for almost 18 days , during which I had to put a lot of efforts to follow up with them and they always giving rubbish excuses which was not expected of these SONY people.

After it was returned to me saying that it was now repaired! Again it stopped functioning properly... from the 3rd day! I again complained and again they kept sitting on my complaint for almost 2 weeks (I also complaint online!) to no response! I tried to get my problems heard to the upper management but could not get any references where I could reach out. I got a link of "David Migdal" who is supposed to be "The Vice President" of sony corporation! But neither could I get any response from there,leave aside any action to be taken! Would you believe such an irresponsible behavior from a VP of SONY! Its been almost 6 months that I have been running from pillar to post and totally fed up of these guys! I am contemplating a legal action against them... wish me luck! I had paid bloody almost 30k for that system... in the name of SONY! It was a real mistake! So I would just suggest you people just to remember that please think twice before shelling out such a huge amount to these people or YOU WILL BE JUST SOLD AND FORGOTTEN!

Meanwhile I am putting every step to find out the right contact to escalate this issue!...

I bought a SONY Television KV-SR29M59K two years back from Viveks, who is a SONY vendor in Bangalore, India. Now,my television doesn't start up due to some problem and I contacted the Sony Service center in Bangalore (SSC BANGALORE NO.768 100 FEET ROAD HAL II STAGE 12TH MAIN, INDIRA NAGAR BANGALORE 560038 Phone : [protected] ) who directed me to PENTAGON SERVICES 64 MISSION ROAD SATHI COMPLEX BANGALORE 560027 Phone : (080) [protected] and I lodged a complaint with them for service of my Television, even after insisting for a complaint number, they did not provide me with one.They said that the technician would call and let me know of it, it's now fourth week running and I am yet to get any response. Further, repeated calls to them also has not helped, the service center executive just dump the phone on you as I questioned them on the lack luster response, this has not only angered me but generated a bad taste for SONY products.

I bought a Sony Ericsson Mobile (Model P990i) on 17th August, 2007 from Shopper's Stop, Rajouri Garden, New Delhi. My Mobile Serial No. is ALR000PCPK. Cash Memo No. of Shopper's Stop is 3424 dated 17.08.2007. This piece has being giving problems from day one. Whenever I dial a number, the phone hangs every now and then. This was bought to the notice of Authorized Sony Ericsson Service Center located in Nehru Place. They informed that the software in the mobile needs to be formatted and the same needs to be installed afresh. But still, the same problem persists which becomes quiet troublesome at times. I request Sony Ericsson to rectify th problem at the earliest. Someone mail me the contact numbers of other Service Center locations in Delhi as Sony Ericsson webpage has only addresses but not contact nos.

I got my sony ericcssion w810i last November. Till now the phone was working properly, but now I cant make a call or send an SMS. The problem is in the settings menu there is a sub menu 'restrict calls' under sub menu 'manage calls' under sub menu 'outgoing calls'. At first I had restricted this 'All Outgoing' calls option entering a password. But bimistakenly this password was entered incorrectly more than 3 times and now all my 'Outgoing Calls' and SMS services are restricted. I had called the service operator but they are not able to solve this puzzle. Since, last two weeks all my outgoing calls and SMS are restricted.

Dear sir,

I am Samir Patel from Baroda,India .I have bought Sony Ericsson `w200i Cell phone before 3 months and within 2 and half months there was camera problem in it and the service engineer admited that its company fault ,despite of the company`s manufacturing fault they failed to repair or return the cell after 15th day today also and dont want to replace for a new one also.whenver i ask for my cell they just say your cell is still with head office and yet to come.

Do u know the exact returning policy ?
Do u know the legal rules in India abt non replacement of cell ?
How can i claim for my cell as after spending money we have to wait for the defect product and we are helpless after buying product from these companies.

Samir Patel
Baroda.

TO WHOM IT MAY CONCERN:

I really feel sorry for myself to be a SONY Brand end user.

I have been buying sony prodcuts beacause of the quality and performance which is unbeatable.

But now I have been experiencing very poor responce from your SONY authorised Service Center located as below:-
SONY Service Center
Rajpur Road, Opposite Madhuban Hotel.
Dehradun , INDIA.

Problem I faced from this service center:
I am having a Sony Handycam (Model: F717), It was working perfectly few months back but it got some problem in its optical section, for which i got to go to service center rather going to any other mechanic. I have given that cam on 19 june 2007, the people there told me the estimate which i agreed and asked them to get it done. They gave me 10-15 TAT. But now its almost more than 2 months and i did not get my cam back. I have been regularly asking them about the status and i havn't received any satisfactory answer from there side which is a shame on such a good brand which doesn't seem to bother after sale service.

That's really very very bad approach.

Today I am writing this complaint to make you aware about the service centers sony having in almost every city of India and abroad. This is how sony managing and serving its customers. I am sorry but in near future it wont be reliable to a man to go for sony.

I request Sony to take immediate action on behalf of my complaint or else close there service centers which is of no use

I look forward for a responce from SONY!
Thanking you

Amit Jain
[protected]
[protected]@bmbsoftech.org

I had purchased a sony ericsson K790I four months back there were no problems with the cellphone but the joystick was not working so i planned to get it serviced. So i handed over my cellphone to the Borivali Service Center & to my surprise when i went to collect my cellphone they had replaced my phone with phone which was not in the best conditions like u had fingerprints on the screen & big scratches on the handsets on several places. I had maintained my cellphone very well and i don't feel that the service center is doing the right thing in replacing my handset with a faulty instrument. I am very dissatisfied with the services that i have received from the service center,now i never feel like buying a sony ericsson handset and also recommend all my friends not to buy it as well.

Beware!

I am a regular customer of Sony Ericsson. One of their mobile products "P 990i" purchased by me in April started malfunctioning within days and neither their customer care nor certified service center also of no help to me in getting the problems resolved. The ordeal continued and complaints were flashed to their Global Director , Executive VP and global press as well. I have also published in the net and lodged complaint to the CORE.

In the mean while Sony Ericsson agreed to refund the amount spent on the mobile and requested me to withdraw all complaints posted in the website.

After receiving reply from CORE to settle the dispute amicably, and after a careful thought due to lack of time, I agreed to resolve the issue and requested them to refund my amount but to my dismay, the brand is neither responding nor giving me the amount as promised. The contents of the mail published ay CORE site is reproduced for all concerned.

July 26,2007

I welcome the decision of M/s Sony Ericsson India Ltd to refund the entire money i.e. Rs 31503/- (Rupees Thirty One Thousand Five Hundred Three Only) which they have already conveyed telephonically on Jun 27th and via e- mail on 28, 2007 by Mr. Apram Kochhar and also thank the CORE team for mediating between us.

Although, Sony Ericsson can't give me back the humiliation suffered at the hands of their staff and the trauma undergone for the past few months, I expect them either to provide compensation comparable to the one I was denied / by gifting the handset I have been using or a full apology from the Head -Sony Ericsson India Limited and an assurance that he takes responsibility for the error.

I would like to remind SE that from my experience, this situation was a dramatic letdown from the superlative service that I usually enjoyed from SE. In fact, I have always been loyal to your firm because of the quality product I have received from you and your attentive staff. I suggest that you coach your customer care service in proper complaint handling procedures and in customer relations/customer retention. Their behavior does not reflect positively on Sony Ericsson.

Further it is worth remembering that any firm may be allowed to sell its products here, but if the buyers take a stiff stand, no foreign company can survive for long unless they are consumer friendly. The option left with us could be "Boycott."

MNCs thrive because of our inherent weakness of which we are proud. Had this happened in the West, the MNC would have its arm wrenched to pay a ransom. Does this not show that consumers are more tolerant to aberrations in India - a mindset that MNCs exploit to the hilt?.

If large amount of compensation awarded would definitely act as an eye-opener and would ensure that MNC’s think twice before refusing to provide services to its customers as the consumer is king in the West. Consumer protection and awareness of one's rights are still non-existent in India.