Location/place: Dwarka, New Delhi
Name of company/service: Sony xperia
This is Akanksha Trikha, resident of Dwarka, New delhi. i would like to bring to your notice the severe misbehavior of customer care executives at the Sony xperia service center
address-G-31, Vardhman Star City Mall, Near Rampal Chowk,Ccrt, Dwarka Sector-7, Delhi – 110077 |
contact no-Call: (011) 28085207
My sony xperia x10 mini pro handset stopped charging on 6th march 2013.the phone is out of warranty. i went to get it repaired at Sony xperia authorized service center,at the above mentioned address. after checking the phone..the lady present over there told me that the charging jack needs to be replaced and it would cost me rs550. i had no idea about ticket id and consequently i was given none and wasnt even informed about the system of ticket id. i went back to the service center on 10th march..and paid the amount and collected my mobile phone. i was given a receipt(not a printed one). on demanding a printed bill i was told that we do not print bills. .and the only bill i’ll get was the bill i got which was slightly torn and on the name column CASH was written and sony erricson in the main column and in the end rs 550. the phone functioned fine till the next 10 days, but on the 11th day i.e., 21st march 2013 my phone again stopped charging. i went back to the service center and told them about the problem. the first question i have is if the charging jack was replaced how did it stopped functioning within 10 days. and also, i was told that there is no guarantee of the repaired phone. i dealt with everything and went back to the service center on 23rd march. the lady, maybe the receptionist told me that i’ll be informed as and when the mobile is repaired. i dint receive any call the next day. i called them up at about 11 in the morning and i was told that my handset has been repaired and i can collect it as soon as possible. i went to collect my handset the same day at 230 pm. lunch hours are nowhere mentioned, and when i reached the service center i was told to wait for half an hour as they were having their lunch. i patiently waited and then there was their tea break. after their so called break was over. .the engineer started to repair my phone which i was told was ready to be received. i waited at the service center for more than 2 hours. after waiting i was told that it’ll take ore time and i was told to come back later. i came the next day..they were on the verge of shutting down their service center at 630. i asked for my handset and was told that the engineer’s father is being operated and he’s on a leave for 2 days i.e.,25th and 26th march. and i was told to come back on 27th. i went to the service center on 28th march to collect my handset. they gave me my handset and i came home only to realize that although the charging problem was taken care of , the phone now had software problems i.e., as soon as i placed a call the phone got switched off, i couldn’t even open wifi settings, internet was not working and then finally my phone automatically switched off and switched on every minute. i again went back to the service station and asked what have they done to my handset and they replied we have no idea about the condition of your handset because when i submitted it was switched off. obviously how can the phone be switched off if it was completely discharged and had h charging problem. i explained to them that my phone was in a proper working condition i.e., it had no other problems except the charging problem, the executives and the engineer over there started shouting that we are not responsible for it. i called up your customer care and made the executive talk to them and they agreed to look into the problem and agreed to give me a printed bill. after waiting at the service center for another 2 hours i got my phone and a printed bill. they refused to fix any other problem as they said we are not responsible for it. i argued with them that the phone’s software dis functionality was their responsibility as the phone was in their possession when the problem occurred. they straight away refused and started misbehaving and shouting that we did whatever we could do now we wont fix any other problem. i decided to file a case in the consumer forum for the misbehavior and the fact that my phone broke down when it was in their possession and they were not agreeing to this fact. i asked them for the original hand written bill that was previously issued to me.. they straight away refused to hand over the previous bill and started getting aggressive. the person present over their banged my handset on the table and threw the bill on my face. they also refused to update or write the dates on which i came to the service station and the dates i received my phone back on the bill. a man present over their got extremely violent and said i am giving you a 15 day warranty after which you’ll not be entertained, and now get out of the service center. a friend of mine who was accompanying me asked him to lower his tone and asked him to behave in a manner which is appropriate between a costumer and a shopkeeper. the man got extremely violent and held the collar of my friend and when i was trying to stop him fell down on the ground and got my head and knee hurt badly. he was on the verge of hitting my friend. my friend has marks of the wounds he received during the fight on his neck. the man actually hit my friend who is just 20 years old and the man himself was around 40 years of age. i being a girl got hurt during the fight that was initiated by the man present at the service center and the man threatened to hit me too when i apologized for no reason just to prevent him from hitting my friend. the entire market is a proof of whatever happened. i repeatedly complained about their misbehavior on the customer care helpline but everything was useless as they didn’t even call back when they promised to call back as they were not able to connect my call to a senior executive. i was told to write a mail and so i did. but if my problem is not taken care of soon i’ll have to involve media and police as such misbehavior with a consumer is not tolerable that too on demanding the bill. Right now my phone is not functioning at all. the entire incident happened on 1st April 2013 and now on 2nd April the phone is not functioning even after being given a warranty of 15 days. please i request a strict action against the owners of the service center and cancel their Sony authorization as soon as possible. the printed bill given to me thereafter is also fake as confirmed by the sony customer care.its in the name of ramesh. on repeated complaints no action has been taken and i was told to write a mail which i did..but it too was uselss.
Akanksha Trikha
9013477480
9711968680
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