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Complaint Details

Sony Ericsson

Posted byVivek Martin 
Organization / Product Details
Organization Name
Sony Ericsson
Organization e-Mail 
Product/Service DescriptionSony Erricsson W610i SE749-1055
Warranty StatusUnder Warranty.
Complaint Details
Reason for ComplaintCustomer Service 
Complaint Rating10(in a scale of 1 to 10)
Name of the Company EmployeeMr. Jitender Kumar 
Complaint Details

I purchased the Sony Ericsson W610i from the J.L.K. Enterprise Experience Store, Nehru Place, New Delhi on 28 May 2008 by cash payment of Rs. 10,600.The mobile was defective as I was not able to send/receive any calls/msgs through it. I rushed back to the store next day, where after prodding the defective mobile for an hour or so, the salesmen told me that they were not responsible for the defective piece and that I would have to go to a service center to get it repaired.

I deposited my defective mobile phone at the Mobile Vision Repair Center, Faridabad (Near Fawda Singh Chowk) on 31 May 2008,Case ID: N3FBD310508-04, where I was told the handset would be sent to the Okhla Head Repair center. After a week, I called the repair center and was told that the mobile phone had been repaired. When I was handed the handset back, I saw that I still could not make any calls or send any msgs. Later I found out that the handset had not even been sent to Okhla. The technicians apologized and informed me that the handset could not be rectified and since it was a brand new handset, it will be replaced with a new one.

After more than 2 months, that too after sending hundreds of mails, making thousands of calls to the customer care center, noting down their case ids (e.g. SE714-4061, SE743-1709, SE749-1055), I got back the same handset on 07 August, 2008 and not a new one.

It does not end here. The handset, I saw, had been damaged externally (scratches, screen dust, worn-off paint) , the keypad wasn’t working properly (menu, clr & astrix button), their were photographs,mp3s & contacts saved in the handset belonging to I-DON’T-KNOW-WHO and I am pretty sure the handset had been used by this person for quite some time.When I showed this to the man behind the counter at the service center he cleverly master reset the handset.

I came home and immediately called the customer care again and told them everything. They promised they would look into the matter and call me back. It has been 2 weeks and still no sign of a new handset or at least their call.

I know their PR is handled by Webner & Shandwick Corp voice. I have refrained myself from filing in the consumer court against Sony Ericsson & J.L.K. Enterprise till now. But now I am starting to lose my patience.

Please advise.



Solution of your complaintHandset should be replaced with A NEW ONE plus compensation for the trouble caused. 
ActionLetter to the editors of Newspapers and Magazine & their PRO. Ultimately I would file a case in the Consumer Court against Sony Ericsson. 
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