Hello Sheetal,

After reading your complaint, I have only one word to say about the Sony Customer Service is "Pathetic".

Do one thing just send a written notice to the CMD of the parent company via registered post, mention all the details in it, attach the photocopy of job sheet, bill and ask them to replace the faulty handset with a new one with in mentioned time period of 15 days.

Wait for their reply, if they will not respond you in the mentioned time the contact us again.

To,

Consumer Court

New Delhi


Dear Sir


Sub: Complaint Regarding Sony Ericsson Mobile Model No: K530i



I purchased a new Sony Ericsson Mobile set having model no. K530i
in Aug 2008 and in May I found that my mobile set is showing network problems I was not able to talk with my handset due to network problems all calls were dropped due to poor network. After confirming from my service provider (Idea Care) I contacted Sony service centre, Faridabad on 29.07.09 after that they give me delivery of my handset on 4th Aug 2009 and when I checked problem was as it is. After one day I again contacted to service centre and they hold my set with them for one week. And delivered the handset with statement that checks it for 4-5 days and if problem persist then contact to us. Same day I contacted them for same problem and again submitted it after 2days coz they said that check it again for days; this time I got my handset after getting scratches on handset; handset condition was very poor. But I want to solve my network problem first. So submit the phone again. This is the continuous process of them but nothing has been done from their side.



After so many persuasions they assured me on 04.09.09 to visit location where I am facing the problem on 05.09.09 but they don’t come then I contacted again on 07.09.09 and they visit to location on 07.09.09 but they give same statement that there is no problem in handset it is the problem of service provider; Whereas the same SIM card is properly working in Nokia handset. So many times I have checked. They are not agree that there is any fault in my handset and also not agree that scratches have been made in service centre. When I submitted my handset again on 05.09.09 with network problem and also told them about scratches then they issued to me a job sheet after mentioning that handset is found with scratches.



But the first time when I submitted my phone on 29.07.09 there was not s single scratch on my handset. And not they are agreed for both defaults.



I request them to give back my handset with same condition i.e. when first I submitted my handset without scratches… change cosmetic of the same then return to me I will contact to my selling dealer for network issue they are not agree to do so. They are not changing cosmetic and giving my handset in damage condition.



Asking for changing cosmetic they are saying that I have to pay for it. But you told me why I have to pay for it while I submitted my phone in warranty and without any scratches. If I had submitted my phone with scratches (in warranty or out of warranty) I will be agree to pay.



From the last 12days I have been calling to there customer care on daily basis and getting
misleading information. Every new CC Executive has completely different status
to tell me. I have even noted the names of some of those Customer Executives who
are providing wrong information to me or telling me to call after 1hr, 4hrs , one day. They people are not even having the right information/suggestion and every person has different information every time.

I was wasting my time & money to talk to these people who are misguiding me. Because they are not ready to agree that there is any problem in my handset. So there is only one solution which i want from them either give me the same new handset/ or change cosmetic because I have contacted my selling dealer who are ready to solve my network problem with or without charge what so ever. Either refund full money.

Now I would request before your good self to please help me out from this matter.







Thanks & Regards,

ANITA SHARMA


Cell No. : 9990105427/ 9310645981
E-mail: anu8605@gmail.com


Hand Set: K530i

Complaint No. 78915290

Work Order No. SE30905710339

IMEI Serial No.: 356027022540960

Dear Ms. Sharma,

In case of Mobile handsets, if we are not satisfied with the responses or the services of service centre, we can lodge our complaint with the head office of the Mobile Co. for the same. But if the Co. is also not providing any help in that concern we can only file a case in consumer forum against the Service Centre as well as the Co. to get the redressal. First of all, just send a written complaint to Sony Ericsson Mobile Co's head office to get any help without approaching Consumer Forum.

Originally Posted by advocate

Dear Ms. Sharma,

In case of Mobile handsets, if we are not satisfied with the responses or the services of service centre, we can lodge our complaint with the head office of the Mobile Co. for the same. But if the Co. is also not providing any help in that concern we can only file a case in consumer forum against the Service Centre as well as the Co. to get the redressal. First of all, just send a written complaint to Sony Ericsson Mobile Co's head office to get any help without approaching Consumer Forum.

Dear Sir:

Thanks for your guidance, I don’t have sony ericsson’s head office address. Could you please provide me that?

I have made a request on mail to head office, as I don’t have head office address. And the result is still same. Below is the mail sent to Mr. Anil Sethi (from Delhi Head office) and also a response recd. From his P.A. some other mails which I have got from their executives.

Please suggest what should I do in next?



Dear Sir

I have bought K530i on 15th Aug 2008. Since April 2009 I am facing problems including hanging, 3-4 times a day, when I call someone or receive call from someone, can not hear voice from other end or If I able to hear other person is not able to hear from my end . I gave it to service center 5-7 times from 29th July 2009 till 04th Sep after consulting sony ericsson service centre and call centre executives. I have contacted the Service centre and Customer care on a daily basis but they have been giving me wrong information’s and misleading me by saying that the phone is ready and I should come and pick it up from the service centre. Whenever I get collected my handset and check it, problems persist.

Mobile has stayed with service center for almost 7 weeks on & off. STill problem persist. Last time, I gave mobile to service center in 1st week of Sep (4th Sep.) after getting delivery on 3rd sep from service centre because problem was still same and from that time my handset it still with the service centre, Faridabad.

Warratny was to expire on 15th August. Service center guys told me 10-15 times in last 2 months that there is problem with SIM card. I have changed SIM card 3-4 times of same and diff tele-com service provider. STill problem is there. Now service center guys says he wont provide service as handset warranty has expired. Problem is that warranty expired when mobile was with service center. And, after receiving mobile from service center, problem still exist. And with this my phone is now in damage condition it got scratches on screen and other parts of body and service centre guys asking for charges for changing the cosmetic/body. It is only a 2 months old when it got defective and I have gone through mental agony because of your customer care executives cooking up false stories...

I am not going to be satisfied with this phone anymore....pls replace this phone and get me a new one or give me my money back...

Awaiting positive response. I have spent Rs.8,200 on this handset and this horrible product & service experience I irritating after spending Rs.8,200.

keenly wait for your positive and prompt response.


Best regards,
Dinesh Sharma
9310645981/9990105427


Response recd from their side-
Dear Mr. Sharma,

This is to acknowledge the receipt your email to Mr. Sethi.

Mr. Sethi sincerely regrets the inconvenience caused to you because of our Customer Service not measuring up to the standard our consumers expect from us. For immediate action to address your issue, Mr. Sethi has asked Mr. Rajesh Sahni – CS Head ( India) to look into the matter on priority. I have copied Mr. Sahni on this mail. Mr. Sahni or Ms. Shalini Sharma( Executive – Customer care) will contact you soon. However in case you need any further assistance on this matter, please do not hesitate to contact me. I assure you of our fullest attention.

Once again, regretting the inconvenience caused to you.

Best regards,
Bharti Malhotra
PA to Mr. Sethi



after this today I recd this mail-
Dear Mr. Dinesh,

This is in continuation to your below communication we have been to your house yesterday again for the delivery of the phone but unfortunately you have again not accepted the same we request you to pls collect your phone from the service center or pls advice as a special case we will again come and deliver it to you,

Thanking you & assuring you best of services all times.



From: Dinesh Sharma <bhdines@gmail.com>
Date: Wed, Sep 16, 2009 at 1:10 PM
Subject: Re: FW: Request for cellphone replacement.

To: arvindraina@rteservices.com



Dear Mr. Arvind Raina

I think you are not getting the right information. please read again my below mail.

and one more thing I want to bring your notice, it is the bad/ damage condition of my handset which is caused due to careless of service centre. I want my cosmatic changed because it is all their fault not mine.
hope you can understand my problem that is I am facing.


yesterday' Mr. Bhupendra sent two executives to check handset in my areas (Faridabad sec-7 and Ballbgarh Sec-2, Faridabad) where I m getting call drops/ network problems. and I show the same problem call was dropped. after that they said that I should check my sim card in their handset and I checked my simcard with handset of one of them and there was no problem all calls were working properly at the same place and with the same SIMCARD. So How can I accept that my handset is ok and there is a problem with my SIMCARD/ or a poor network in that area. However they are still not agreed that here is a problem with handset. and also saying that your handset is out of warranty we can't do anything more.

and one thing I saw in their service centre their executives are doing illegel things means changing the parts of their frnds or relatives even after warranty period is over with the invoice of others of same handset model. this is rediculous; and in other hand they are asking for charges to others who are unkown to them like me even after I submitted my handset in warranty period. If they want to earn money from customers they have to open a mobile repairing shop not to take authority of service centre.

Originally Posted by advocate

Dear Ms. Sharma,

In case of Mobile handsets, if we are not satisfied with the responses or the services of service centre, we can lodge our complaint with the head office of the Mobile Co. for the same. But if the Co. is also not providing any help in that concern we can only file a case in consumer forum against the Service Centre as well as the Co. to get the redressal. First of all, just send a written complaint to Sony Ericsson Mobile Co's head office to get any help without approaching Consumer Forum.

Dear Sir:

When on 04.09.09 I again submit my handset for same problem and complaint for damage condition; they give me a new job sheet after mentioning scratches and keys fed up on jobsheet; after getting delivery of my handset on 3rd sep. but the same (scratches/ fed up keys) is all their fault.
But they are saying that handsets are always left from hand and got damaged. This is ridiculous. This is also a main reason I m having in stress because If I have to use a damaged handset why would I spent more money; I can buy a second hand handset. But I don’t want to use a handset with fedup keys and with scratches so I buy a new handset and handled it with so care. I have gone through mental agony all because of this, in place of solving my problem they created another problem. And now they are asking me to accept this phone in the same condition.

Originally Posted by Anu86

I have made a request on mail to head office, as I don’t have head office address. And the result is still same. Below is the mail sent to Mr. Anil Sethi (from Delhi Head office) and also a response recd. From his P.A. some other mails which I have got from their executives.

Please suggest what should I do in next?



Dear Sir

I have bought K530i on 15th Aug 2008. Since April 2009 I am facing problems including hanging, 3-4 times a day, when I call someone or receive call from someone, can not hear voice from other end or If I able to hear other person is not able to hear from my end . I gave it to service center 5-7 times from 29th July 2009 till 04th Sep after consulting sony ericsson service centre and call centre executives. I have contacted the Service centre and Customer care on a daily basis but they have been giving me wrong information’s and misleading me by saying that the phone is ready and I should come and pick it up from the service centre. Whenever I get collected my handset and check it, problems persist.

Mobile has stayed with service center for almost 7 weeks on & off. STill problem persist. Last time, I gave mobile to service center in 1st week of Sep (4th Sep.) after getting delivery on 3rd sep from service centre because problem was still same and from that time my handset it still with the service centre, Faridabad.

Warratny was to expire on 15th August. Service center guys told me 10-15 times in last 2 months that there is problem with SIM card. I have changed SIM card 3-4 times of same and diff tele-com service provider. STill problem is there. Now service center guys says he wont provide service as handset warranty has expired. Problem is that warranty expired when mobile was with service center. And, after receiving mobile from service center, problem still exist. And with this my phone is now in damage condition it got scratches on screen and other parts of body and service centre guys asking for charges for changing the cosmetic/body. It is only a 2 months old when it got defective and I have gone through mental agony because of your customer care executives cooking up false stories...

I am not going to be satisfied with this phone anymore....pls replace this phone and get me a new one or give me my money back...

Awaiting positive response. I have spent Rs.8,200 on this handset and this horrible product & service experience I irritating after spending Rs.8,200.

keenly wait for your positive and prompt response.


Best regards,
Dinesh Sharma
9310645981/9990105427


Response recd from their side-
Dear Mr. Sharma,

This is to acknowledge the receipt your email to Mr. Sethi.

Mr. Sethi sincerely regrets the inconvenience caused to you because of our Customer Service not measuring up to the standard our consumers expect from us. For immediate action to address your issue, Mr. Sethi has asked Mr. Rajesh Sahni – CS Head ( India) to look into the matter on priority. I have copied Mr. Sahni on this mail. Mr. Sahni or Ms. Shalini Sharma( Executive – Customer care) will contact you soon. However in case you need any further assistance on this matter, please do not hesitate to contact me. I assure you of our fullest attention.

Once again, regretting the inconvenience caused to you.

Best regards,
Bharti Malhotra
PA to Mr. Sethi



after this today I recd this mail-
Dear Mr. Dinesh,

This is in continuation to your below communication we have been to your house yesterday again for the delivery of the phone but unfortunately you have again not accepted the same we request you to pls collect your phone from the service center or pls advice as a special case we will again come and deliver it to you,

Thanking you & assuring you best of services all times.



From: Dinesh Sharma <bhdines@gmail.com>
Date: Wed, Sep 16, 2009 at 1:10 PM
Subject: Re: FW: Request for cellphone replacement.

To: arvindraina@rteservices.com



Dear Mr. Arvind Raina

I think you are not getting the right information. please read again my below mail.

and one more thing I want to bring your notice, it is the bad/ damage condition of my handset which is caused due to careless of service centre. I want my cosmatic changed because it is all their fault not mine.
hope you can understand my problem that is I am facing.


yesterday' Mr. Bhupendra sent two executives to check handset in my areas (Faridabad sec-7 and Ballbgarh Sec-2, Faridabad) where I m getting call drops/ network problems. and I show the same problem call was dropped. after that they said that I should check my sim card in their handset and I checked my simcard with handset of one of them and there was no problem all calls were working properly at the same place and with the same SIMCARD. So How can I accept that my handset is ok and there is a problem with my SIMCARD/ or a poor network in that area. However they are still not agreed that here is a problem with handset. and also saying that your handset is out of warranty we can't do anything more.

and one thing I saw in their service centre their executives are doing illegel things means changing the parts of their frnds or relatives even after warranty period is over with the invoice of others of same handset model. this is rediculous; and in other hand they are asking for charges to others who are unkown to them like me even after I submitted my handset in warranty period. If they want to earn money from customers they have to open a mobile repairing shop not to take authority of service centre.

sir , this is deepak sethi from vadodara i m having complain regarding sony ericsson mobile model no F 100 jalou. i want to chane my flap body of this mobile but i could't find any6 where . i serch in hyderabad ,vadodara,jaipur but its all vain .. plz kindly tell me about this mobile where should i will get its upper part body ...my email add is shetty_6445@yahoo.com


thanking u si
deepak sethi