| Author |
Why doesn't Sony Ericsson do anything? |
unonymouz
Joined: Jun 04, 2008
Posts: 1
PM |
I signed up for this forum just to post this topic and I might not visit it again, for my own reasons.
If anybody is directly in contact with the main Sony Ericsson Office, wherever it is, please tell them the problems and troubles that their customers have to go through here in India.
People buy Sony Ericsson phones since they are reasonably priced. And in a country like India, that means a lot, since people walk a town to save enough money to get them something to eat at night.
Our service centers are full of people complaining about the quality of service Sony Ericsson provides here.
The service centers are highly understaffed. Just a single desktop for the entire Service Center.
The staff can barely speak and read English. When I visited one such Service Center, the Manager told me, with respect to my loose connector socket problem, that it was due to my own fault. He told me that I should not keep the cell phone in my jeans. He went on to show me the big board of rules posted there which said that I couldn't. The funny thing is, the next line said that placing the cell phone in the jeans front pocket or back pocket could damage the display leading to cracking. And these words came from a person who worked there for atleast a year.
We have a wait in line for an hour before we get called for our problem.
They do not listen to our problems. The engineers who repair our cellphones have barely passed out of college. One such time, I had the memory card socket broken and given back to me. The Service Center apologized and had it repaired in 10 minutes. Yesterday, I had given my cellphone for cleaning because of dust getting into the display. I received it cleaner, but scratched internally from within.
The staff won't listen to your problem. They accuse people of tampering with their cellphones when the person can remove the battery. They accused me of opening the display and scratching it. :-|
Their solution to each and every problem is either - Hardware damage or Liquid Damage. The solution is to change the hardware and they happily charge the customer more than what is meant to be.
They take 15 days to have the cell phone repaired. In reality it takes about a month. People have their cell phones returned to them with faulty keyboards, broken displays and software issues.
I have noticed the staff using other customer cellphones to play music and make calls.
I know that Sony Ericsson is a really nice company which has worked hard to reach where they are right now, but they need to do something about this. We have people who work as peons and janitors, but somehow afford to have a basic SE cellphone. It is robbery that Sony Ericsson cannot provide them with the service they deserve. If Sony Ericsson wants to build good customer support here, it will really need to work.
If anybody is in contact with their main office, then please please let them know about this. I know that some of you might have opinions otherwise, but thats ok.
Thank You,
[ This Message was edited by: masseur on 2008-06-05 18:54 ] | |
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Marly
Joined: Jun 04, 2006
Posts: > 500
From: Netherlands
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You'd better remove your phone number from your post, people can use PM, when they wish to contact you.
"America: please don’t be a Dumpfkopf" |
drsilverworm
Joined: Jul 13, 2006
Posts: 66
From: USA
PM |
This is indeed a sad story. I hope the situation improves for you in India. It sounds like the people at the customer service center are not doing their jobs, and this is probably the fault of supervisors and general managers falling to lax standards.
I assume you've already sent the same message to a Sony Ericsson HQ, if not, please do. If you get a response, post it, we're interested to hear what happens. |
carkitter
Joined: Apr 29, 2005
Posts: > 500
From: Auckland, NZ
PM |
@unonymouz
Those problems seem pretty entrenched. I hope SE HO get to hear about it and sort it out.
I had some issues here in NZ. I gave my SE V640i to the local Vodafone store for repair and SE told them to sent it to a repairer at the other end of the country who scratched it, reassembled it badly with lots of gaps, changed the faulty speaker but didn't address the firmware based Modem issue and sent it back to me two weeks later in such a state I was dumbfounded. I kicked up a stink and it was replaced, but I never got a reply to the email I sent to the repairer... 
I wonder if this is SE policy to outsource repairs to the cheapest, dodgiest bidder? Definately go up the chain of command until you get a response!
Have you tried the India thread here at Esato?
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maaz2020
Joined: Dec 02, 2007
Posts: 142
PM |
U may living in some shity indian city.
I too am from india and the service centers in mumbai r pretty good ,all problems repaired within 24hrs and they give u a call to after its done.
[addsig] |
sigea
Joined: May 05, 2008
Posts: 218
PM, WWW
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Hmm,
I know how it feels to save up for a phone and then be treated shoddily at customer service centres.
my advice is write to customer care at Sony ericssons website (india part)
if you have received a scratched screen or bad service , write to customer cell of times of india or any major newspaper.
theres always quick action when it comes out in the newspapers
if your scratches are bad, i would suggest contact customer court nearest to you. they are usually prompt at adressing customer problems and a letter from them to sony will bring about immediate response.
its also true that some service centres are worse than others, and some are good, but its not always possible to visit the ones in main cities .
Either ways, do complain about this, make sure they know how you as a customer feel.
cheers
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Fanofmodi
Joined: Jan 03, 2008
Posts: 191
From: Hindustan
PM |
This is totally false. I think this guy has never been to nokia service station where they keep school girls at the receiving counter so that no can be angry with them and the owners hide behind the close doors. I suggest him to in to any nokia service and see what the hell is. SE takes only more time because some parts take more time to come. Se service is much more better than nokia. Atleast some responsible person is there to answer u. |
QVGA
Joined: May 23, 2006
Posts: > 500
From: Pakistan
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On 2008-06-05 20:44:29, Fanofmodi wrote:
This is totally false. I think this guy has never been to nokia service station where they keep school girls at the receiving counter so that no can be angry with them and the owners hide behind the close doors. I suggest him to in to any nokia service and see what the hell is. SE takes only more time because some parts take more time to come. Se service is much more better than nokia. Atleast some responsible person is there to answer u.
While i agree about the Nokia part, i also know SE is equally worse.
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fbloise
Joined: Dec 14, 2002
Posts: > 500
From: London, UK
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Yes indeed.
Here in the dominican republic my K850 became faulty and S.E. politely changed for a brand new unit!
Depends on where you are located.
"Haters are just confused Admirers" My WebsiteForo.DO Facebook Group at http://www.facebook.com/groups/esato/ BBM: 2B5E52DF |
ashish.rns
Joined: Sep 24, 2008
Posts: 1
From: india
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On 2008-06-04 22:37:34, unonymouz wrote:
I signed up for this forum just to post this topic and I might not visit it again, for my own reasons.
If anybody is directly in contact with the main Sony Ericsson Office, wherever it is, please tell them the problems and troubles that their customers have to go through here in India.
People buy Sony Ericsson phones since they are reasonably priced. And in a country like India, that means a lot, since people walk a town to save enough money to get them something to eat at night.
Our service centers are full of people complaining about the quality of service Sony Ericsson provides here.
The service centers are highly understaffed. Just a single desktop for the entire Service Center.
The staff can barely speak and read English. When I visited one such Service Center, the Manager told me, with respect to my loose connector socket problem, that it was due to my own fault. He told me that I should not keep the cell phone in my jeans. He went on to show me the big board of rules posted there which said that I couldn't. The funny thing is, the next line said that placing the cell phone in the jeans front pocket or back pocket could damage the display leading to cracking. And these words came from a person who worked there for atleast a year.
We have a wait in line for an hour before we get called for our problem.
They do not listen to our problems. The engineers who repair our cellphones have barely passed out of college. One such time, I had the memory card socket broken and given back to me. The Service Center apologized and had it repaired in 10 minutes. Yesterday, I had given my cellphone for cleaning because of dust getting into the display. I received it cleaner, but scratched internally from within.
The staff won't listen to your problem. They accuse people of tampering with their cellphones when the person can remove the battery. They accused me of opening the display and scratching it. :-|
Their solution to each and every problem is either - Hardware damage or Liquid Damage. The solution is to change the hardware and they happily charge the customer more than what is meant to be.
They take 15 days to have the cell phone repaired. In reality it takes about a month. People have their cell phones returned to them with faulty keyboards, broken displays and software issues.
I have noticed the staff using other customer cellphones to play music and make calls.
I know that Sony Ericsson is a really nice company which has worked hard to reach where they are right now, but they need to do something about this. We have people who work as peons and janitors, but somehow afford to have a basic SE cellphone. It is robbery that Sony Ericsson cannot provide them with the service they deserve. If Sony Ericsson wants to build good customer support here, it will really need to work.
If anybody is in contact with their main office, then please please let them know about this. I know that some of you might have opinions otherwise, but thats ok.
Thank You,
[ This Message was edited by: masseur on 2008-06-05 18:54 ]
I totally agree to him cent % i am facing this problem running pillar to pillar & no help whatsoever from Sony. The service providing company TVSE for sony is a 3rd grade company with no expertise. I bought a W200i in Dec 2007 and not even 6mths there was prob with the joystick which i asked them to repair for which they said the joystick is ok the board below is not proper so need replacement and told me to collect it after 12days after 13 days i called them to ask what happened and they told that still not recd the Board from the company. I escalated the matter and got it after 25 days and to my horror the phone is not working at all, went to the service center and they say board is faulty need to replace will take 15-20 days. CAN U BELIEVE THAT? again asking for 20 days after keeping the phone for 25days. I am trying to locate some Sr officers in Sony to complain about it, does any one have any clue where or can u mail me on ashish.rns@gmail.com will be grateful.
Regards
Ashish |
max_wedge
Joined: Aug 29, 2004
Posts: > 500
From: Australia
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It seems shocking that mobile phone repair centres are often so dodgy and unreliable.
I agree with qvga, it's not just one, they all seem to have their own fair share of useless service centres.
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strizlow800
Joined: Aug 23, 2006
Posts: > 500
From: Macedonia, Skopje
PM |
Well phone repair center are pretty bad here too... Many of them can lead you to: losing the phone for you, breaking it, scratching it, they steal parts sometimes. Or if you get them a phone with broken software, they might tell you that LCD is broken (in fact replace it with broken one and change the software for e.g.). If only they see you aren't into that stuff and your phone is dead...  Not all are like that but, most of them yes... Sadly they are mean. That's why I use to repair every problem on my own (repair other people phones for cash too) - but without stealing or screwing parts... 
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Posted: 2008-06-04 22:37
Sony Ericsson software/hardware support! 
