May 24, 2014 06:30 PM
6905 Views
The "Sony" brand name seems to be deteriorating. Especially Sony Mobile. What I have learnt is that when you buy an expensive Sony Xperia phone, you not only get a handset but you also get a box of troubles free!
Long story cut short -
I had bought a Sony Xperia ZL in November 2013. It developed a hardware(H/W) issue and I was given a replacement. Since Sony did not have Sony Xperia ZL in stock, I was given an upgrade to Sony Xperia Z phone. I demanded for a boxed piece replacement, but I was told that was against company policy! Moreover I was assured that the replacement piece would be a new handset, but it turns out I was given a refurbished handset.
The replaced piece then developed another H/W fault and I was assured of another replacement. The 2nd replacement piece too wasn't a boxed piece or a fresh piece and within a few days the 2nd replacement piece too had H/W issues.
Irritated of getting replacements- I demanded Sony to pay me back the money I had paid for the original Sony Xperia ZL. That was against company policy. I then demanded to give me a boxed piece or if in case I get another "used" replacement, give me a guarantee that if in case that piece gets a H/W issue I will be refunded all the money I had paid to buy the original phone.
Funnily, in the 3rd option that I gave, Sony conveniently registered only the first part - of getting another replacement. I was even told that nobody can guarantee a fault-less H/W piece. I was actually shocked, that Sony could not even give me guarantee to getting a faultless piece even after getting 4 defective pieces.
Currently the handset is deposited at the Sony service centre and I am awaiting for a decision from "higher management" in Sony. Its been 3 days, I have received no update.
I have to keep calling up the Sony call centre every day to get an update and everyday I get the same response - "awaiting higher management approval". Calling the Sony call centre is another pain - the representatives tell blatant lies, talking with seniors depends on your luck since all of them are constantly busy with other customers. If you ask the call centre to arrange a call-back, you can keep waiting forever to get it.
All in all, the entire Sony e"Xperia"nce has left me highly irritated and frustrated. I have spent hours and hours at the Sony service centre and on the phone with the Sony call centre. I have visited the service centre 5-6 times and my problem still hasn't been solved! Even worse, in the past month, the handset has been at the service centre for more time than with me.
Even though the phone is good, Sony seems to be using cheap H/W to save costs. They also seem to be saving money by spending less on quality of the Service centres - even at a risk of dissatisfied customers. I would certainly warn my friends before buying a Sony phone - buy it at your own risk! Also, unless and until your handset is giving you serious issues do not ever think of taking it to the service centre.
In fact I would even certainly think twice before buying any Sony products.
