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Complaint Details

Sony Ericsson

Posted bySydney Lobo 
Organization / Product Details
Organization Name
Sony Ericsson
Organization e-Mail 
Product/Service DescriptionW810i Mobile Instrument
Warranty StatusUnder Warranty.
Complaint Details
Reason for ComplaintProduct Durability 
Complaint Rating7(in a scale of 1 to 10)
Name of the Company EmployeeSony Ericsson Service Centre (Customer) 
Complaint Details

I bought a Sony Ericsson Mobile Phone (W810i) on 14th Feb 2007 from Sheetal Mobile in Vashi. The warranty on the instrument is for one year and hence applicable up to 14th Feb 2008. This instrument was being used after its purchase and after some time was giving problems in charging and catching network signal. We took it to the authorized service centre at Vashi and they said that it was liquid damage. For a second opinion we took it to the authorized service centre at Thane and after retaining the instrument for a few days they said it was liquid damage and not covered under warranty. We would have to pay for the repairs. However, neither of them showed us the liquid damage. We got the repairs done and then whilst using it, we were losing the networ signal and also the instrument was not getting any signal even though other instruments like Nokia were giving a full signal at the same location.

Once again, we gave it to the service centre at Thane and they mentioned that it was liquid damage and nothing could be done with the instrument and we ought to take it back. Once I was told to take it back, I complained to the Sony Ericsson service through their website and after exchange of few phone calls and e-mails, they too have told me to collect the phone as nothing can be done. The phone is still at the Thane service centre.

Once again I called the Customer Care and informed them that they have not sepcified in their manulas as to what damage could be accounted for liquid damage. The manual only says that physical and liquid damage will not be covered under warranty. The damage to various parts of the instrument due to which liquid has not been specified. Liquid damage has been totally generalized and hence at both the authorized service centres they say liquid damage so that they can evade the warranty obligations. 

Solution of your complaintSince the phone has given problems within the warrantly period and no one has clearly shown us the damage. Secondly, since we have paid for the so called liquid damage and the instrument is not perfomring to its standards, Sony Ericsson should give us a replacement for the instrument or repair it at their own cost. Further, the operating manual of the instrument does not specify the areas that could be damaged within an instrument due to liquid (which liquid). Sony Ericsson has not given complete information to the consumer in terms of liquid damage.  
ActionMight have to take up this matter in the consumer court as with-holding information or not disclosing information about a product is violation of the consumers rights to know about the product. 
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