Hello, To whomsoever it may concern This is regarding the complaint that I had registered for my Sony Xperia Z. I had submitted my handset to Sony Service Centre on the 7th of this month regarding an issue that I was facing with the charging socket of the mobile. After the diagnosis was done by the executives, I was made aware that the charging jack of the mobile phone was damaged and the repairs won’t be covered under warranty as it is regarded as “Physical Damage”. When I asked them for the repair charges, I was astonished with the amount of repairs that the executive gave me. He said me that I need to pay around 19,500 for the REPLACEMENT of the handset and told me that the handset is IRREPAIRABLE and could only be replaced for ANY KIND OF PHYSICAL DAMAGE. The charges I need to pay for such replacement is around 50% of the handset’s original cost which comes to something around Rs.19, 500. I asked for about 10 times to your executive for the repair of the handset with a nominal fee, instead of the replacement of the handset, but he kept denying for the same saying that it is the COMPANY’s POLICY to NOT PERFORM REPAIRS on the given handset.

According to the ILLOGICAL policy, it had to be replaced and there was no option available for me. I could not understand the flow of things that going with me that moment. I was just so shocked to hear that I had to pay more than 19k for a small damage in the handset. Furious I was, I asked your executive to connect me to the manager. I had the same discussion with the Service Centre in charge/Manager regarding the ILLOGICAL policy of the company regarding the handset. I literally begged them to perform a repair on the handset but all my requests were falling on deaf ears. I just couldn’t understand how SONY can make such a policy regarding the repairs of a handset. How useless is such a handset which just couldn’t be repaired. I had a lot of questions in my mind regarding this policy of Sony which I think is made just to FOOL the loyal customers of SONY. To clear my doubts, I had got myself connected to the Service In charge of Rajasthan state, Mr.Alok Singh. I had a pretty long discussion with him regarding this policy, repairs & replacement, but he acted helpless as I well. I asked him that what if the handset again gets a damage after the replacement and to my amazement, I was said that I would again need to pay the replacement cost, which basically meant that once you purchase the handset and if there is any kind of damage for more than once, then you end up paying more than what you initially paid for the purchase of the handset. All this looked like a TRAP to me which was being framed by Sony. All this while I was feeling that how badly I had been fooled by Sony with this mobile handset. I lost all the faith and trust that I had on the company. But being a human being, I still had a small amount of expectation left from the company and so I asked Alok to arrange a call back with the management of the company who could take a call on this issue and would help me in resolving the issue. I was being told by Alok that I would get a call from the management of the company within 48 working hours. I kept waiting till 13th of the month, but I didn’t hear a word from Alok or any other person from Sony. I tried contacting the service centre in Jaipur and asked them to connect me to Alok but I was denied with the transfer saying that Mr.Alok was attending some kind of training and so was unavailable. I was asked to wait for a few more days in order to get in touch with Alok regarding this issue.

Being helpless, I dropped an email to Mr.Alok and Sony, but i didn’t got any kind of response from them for the next 4 days. When Mr.Alok finally called back, he was again ready with the same set of excuses and explanations. He just tried to convince me to agree with the company policy and said that nothing could be done in this regards. According to him, I was a fool and I made a mistake by taking a decision of buying a product from Sony. I was still unsatisfied with what was happening with me, so I asked him to again check if he can arrange a call back with the management and he asked for a time of 2 days to get it done. But as expected, nothing was done from Alok’s side. I had called him up yesterday regarding the same and he said that he would give me an update in the next 2 hours, but there was no revert from him till today. When I called up today, he said that nothing could be done in this regards and I had no option but to pay for the replacement. He also confirmed that I could take any step that I could to get this issue resolved. All my hope and faith is shattered now. I had hoped that a Brand and Company like Sony couldn’t do such kind of cheats with their loyal customers, but I was proved wrong. I am being proved that such big names and brands are made up ONLY & ONLY to make money, they have all the tricks to take you for a ride and get the most of your money. They don’t care at all about their customer or his satisfaction. All that the company cares about is MAKING MONEY and that is why such policies are framed where in a customer is made to pay 50% of the handset cost for a small repair that needs to be performed. The company can do anything that it wants after framing it under the word “POLICY”. It is the customer himself who falls for the trap and builds trust on such brands who later on prove out to be such MONEY SUCKING companies. I have lost all the trust that I had built up on SONY. I would never ever purchase again any kind of product from Sony and I would also make sure that none of my friends & relatives do so. I was being fooled by the company but I won’t let others fall for this trap. Being an individual, I have lost a small amount of only Rs.40, 000. But I would make sure, by hook or by crook, that Sony as a whole loses a lot more than what I have lost. I don’t have anything more to lose other than 40000 that I have WASTED, but the company has a lot to lose. The battle between me & Sony begins today! I am writing this email to Sony to just let you know that a customer is never a fool and to make you aware of the powers of being a customer. You and your company exist because of CUSTOMERS like us. If you don’t have a customer, you don’t have a company.

Before wrapping up my email, I would like to ask the company a few questions or you can say I would like to point out a few things. 1. Do you think that the company can even exist, without a base of customers? 2. Is this the way you have been fooling customers all the years? 3. Do you assume that if one customer didn’t raise his voice against you, none of the other customers would do? 4. Is this the kind of service that you provide after claiming yourself as one of the best companies in India & Worldwide? 5. Will you yourself pay such an amount for the repairs/replacement of a handset for a small damage? 6. Is the framed policy logical in any way? I would request you think on all these questions from the point of view of a Customer and just keep the answer to yourself, as I am already aware of the answers. Now, without wasting much time on this, I would like to post this complaint on all the forums that are present on the internet to make every CONSUMER aware of the policies of Sony. I would also post the same on all my social networking websites. I would also register this as a complaint with the consumer forum of India. You will also see an article in Indian Express very soon regarding the services & policies of Sony. You may also watch out the space on INB7 and other news channel that have a division for fighting against such framed policies of companies like Sony. You would see this complaint on every possible Media in the next 10 days. Let the battle begin! Best of luck! Regards Anuj Jain 9950582555 9460112345

Regards
anjain555@gmail