| Author |
Sony Ericsson repairs slammed |
10123
Joined: May 29, 2008
Posts: > 500
PM |
Dealers criticise Sony Ericsson for long turnaround times for repairing faulty handsets
Dealers last week criticised Sony Ericsson and its accredited repair companies for overdue handset returns.
Some dealers claimed to have waited a number of weeks for faulty handsets to be returned from the manufacturer or its repair centres. Others complained Sony Ericsson will only carry out repairs if proof of purchase is provided.
Repair centres criticised by dealers included Fone Logistics, Total Repair Solutions, Fleet Communications, SBE and Sony Ericsson’s own direct operation.
Border Mobiles proprietor Chrissie Mayers said: “I often wait weeks for a Sony Ericsson phone to be repaired and sent back to me, whether it be from an accredited service centre or Sony Ericsson itself.
“If the phone only requires a software update then the transition is smooth but if parts are required, problems start to arise. I sent a C905 (pictured) away at Christmas because of software issues and it has only just been sent back to me with the software re-flashed.”
Mobile Zone proprietor Mike Young said: “Sony Ericsson faults are not repaired promptly. Sony Ericsson always drags its feet. It needs service centres that are reliable like those Nokia and Samsung have on their books. Unless you have a receipt for the phone, it refuses to fix it. It’s these problems that are seeing customers lose confidence.”
Another said: “If a phone is freezing and continuously switching itself off, it’s of no use to anyone. We still see so many examples of Sony Ericsson phones suffering from these issues, even though it has said that it was going to look into them.”
Sony Ericsson denied wrongdoing in these issues and said its service centres and procedures were on a par with its competitors.
UK and Ireland head of customer services Paul Baker said: “Turnaround times are closely managed across all Sony Ericsson approved service partners, with the majority completed within a day. Repair track and trace can be used to monitor the process and an escalation process is in place.
“Proof of purchase is the initial check as it is concrete proof of sale. If this is not available, we can check the manufacture date from the unit, performing an IMEI check to establish in-warranty.
“Sony Ericsson in most cases uses the same service partners as our competitors as the UK has a very defined service network. These approved centres are accredited to the same level as competitors.”
...............
Personally i have never dealt with se for my phone problems, just the shop i bought it from, but when they send my phone to se they say it will take 14days which seems quite a long time. Have you experienced any problems with se service repair?? |
|
|
hgautam
Joined: Jan 29, 2006
Posts: > 500
PM |
On 2009-04-27 18:21:56, 10123 wrote:
Sony Ericsson denied wrongdoing in these issues and said its service centres and procedures were on a par with its competitors.
^^^ It's true...
Unless you have a receipt for the phone, it refuses to fix it.
^^^ That's the way things are suppose to work...
I personally take my phone to MAIN SE service center, if required and they repair whatever the fault is and return it back the same day... If I take my phone to a local SE service center, the time it takes for the phone to get back is approx 1 week which quite reasonable IMO... |
jcwhite_uk
Joined: Feb 18, 2004
Posts: > 500
From: Dorset, UK Phone:Xperia Z1
PM, WWW
|
Ihave only had to get one phone repaired before and that was a K800i. Took it to CPW who couldnt repair it themselves so they sent it to  . It was with for just over a month and in the end they sent a refurbished phone and not the original.
Checkout my photos at My Website"Duct tape is like the force. It has a light side, a dark side, and it holds the world together." |
10123
Joined: May 29, 2008
Posts: > 500
PM |
On 2009-04-27 19:38:58, jcwhite_uk wrote:
Ihave only had to get one phone repaired before and that was a K800i. Took it to CPW who couldnt repair it themselves so they sent it to . It was with for just over a month and in the end they sent a refurbished phone and not the original.
Same, puts you off se completley |
Brightspark
Joined: Aug 19, 2007
Posts: 326
From: UK
PM |
isn't it because they get such an enormous amount of repairs to deal with due to their long standing reliability problems?
[ This Message was edited by: Brightspark on 2009-04-27 23:27 ] |
gtr83
Joined: Sep 27, 2008
Posts: > 500
From: Indonesia
PM |
Could be that, or they just get very low salaries. |
Brightspark
Joined: Aug 19, 2007
Posts: 326
From: UK
PM |
they've also had to cut back significantly on staff due to rapidly dwindling sales and profits, so that would have had an impact too.
[ This Message was edited by: Brightspark on 2009-04-28 00:35 ] |
carkitter
Joined: Apr 29, 2005
Posts: > 500
From: Auckland, NZ
PM |
Have you guys tried to open up an SE phone lately? It's nigh on impossible to get it apart. I had a faulty speaker and a firmware issue on my V640i within one month of purchase and the service centre wrecked it by trying to prise it open with sharp tools. Then they sent it back to me with scratches, cuts and massive gaps between the front and rear covers. The local store didn't notice anything wrong and neither did my wife when she picked it up making me wonder if everybody around me was blind!
I sent it straight back telling the store I was very unhappy, followed it up with a strongly worded email to the service centre which got no response and a phone call to SE's NZ head office about their useless official service centre. The phone was replaced.
BTW, I live in Auckland (New Zealands largest city which contains one third of the entire population of the country and numerous service centres) but for some reason the phone was sent to Christchurch (over 1000 km away) for repair. Has SE ever heard of the effect 'air miles' has on the environment?
It's amatuer hour down here I tell you!  |
golemsmate
Joined: Nov 09, 2007
Posts: 442
From: United Kingdom
PM |
"Has SE ever heard of the effect 'air miles' has on the environment?" - carkitter
To be fair the phone wont have its own private jet to fly it to the repair centre it'll take up a little bit of the haulage plane which would fly with out without it.
I have to defend them a little bit because they've done a very good job on my phones, i know others havent been so fortunate |
Brightspark
Joined: Aug 19, 2007
Posts: 326
From: UK
PM |
On 2009-04-29 01:14:13, carkitter wrote:
Have you guys tried to open up an SE phone lately? It's nigh on impossible to get it apart.
that must be the battery compartment that you're referring to. |
|
|
Posted: 2009-04-27 18:21
