I had given my Sony Xperia Z1 smart touch phone for replacement of my touch screen panel that had been damaged. The Service centre had allocated a Job No. 14091401167 dated 14-09-2014. While Handing the phone over for replacement of the part, I had clearly instructed them to replace the damaged part and tell me cost, which I was willing to pay. However, the Service center told me that the phone needed a L4 assessment and it will take take them one week to tell me the cost. On 22-Sep-2014, when I tried to find the status of my phone, the service center, Chennai Service, did not attend my call and I had to call up the Sony Xperia Customer service number. During the conversation one Mr. Anuj had promised that he will arrange a conference call and while I was on hold, Sony hung up the call on me and I was left with no information. The same incident repeated on 23-Sep-2014 too. This time it was a different call centre agent. On 24-Sep-2014, after a little bit of research from my side, I was able to talk to the service center, Chennai Servie via an alternate contact number, which is not listed anywhere on their bill and I asked if my phone was ready. They informed me that the phone required a touchscreen replacement, which I already knew and the cost will be Rs.9087/-, which I am still willing to pay. However, they are telling me now that it will take them another 7 days to return my phone in good condition. When I inquired the reason for the delay of 7 days, they are telling me that that is how they work and I cannot question the delay, which is causing more discomfort for me.

I want the consumer forum to take severe action on Chennai Service and Sony India by way of levying a heavy penalty, which will deter them from indulging in such callous practices. I also want Sony India and Chennai Services to bear the cost of the replacement of the touchscreen part in my Sony Xperia Z1 smart phone.

Email Id: snk1980@gmail