I am being harrased by sony ericsson service centre C Com Services located at Ghatkopar East, Mumbai which is narrated as it is below. Not only this, I have several times called up on toll free number as well as wrote to Sony Ericsson Service centre but not receiving proper reply from them.

Can any one give me service escalation matrix ?? so that I can speak to senior person in Sony and get solution.



Problem facing as follows :

I gave my Sony Ericsson W700i for repairs on 17/09/2010 to Sony Ericsson service centre - C-Com
Services Ghatkopar.

Complaint was some of the navigation key and some number keys were not working. After 7 - 10 days and many follow ups - I was given verbal quote of Rs. 1576/- for changing of Keypads and changing of Charging circuit was given.

Again after 7 - 10 days of aggressive follow ups, On 1st October 2010, I was told that My handset is ready and I can collect it up from them. I took half day from my office and went to collect it from C-Com Service Centre, When I reached their office at Ghatkopar - I was told that handset is not ready and I was again asked to collect it next day at 11.00am.

Again on 2nd October 2010, I called up at 11.00am to Mr. Bajarang (C-Com Services Technician) to collect my handsent, he asked me that he will call me after 12.00pm and will let me know when to collect. Upto 3.00pm he did not turned up. When I called him he said my handset is ready but due to 2nd October 2010 (Gandhi Jayanti), his office closed early and can not give me delivery. (My whole day wasted as I could not go to my office for whole day). Again he asked me to collect it on 04th October 2010.

I got wild on him (Mr. Bajarang) and asked him to wait till 9.00pm so that I can go there after my office hours. He agreed but on 4th October 2010 at 7.00pm he called me to reach there within 15 minutes or else he will close the office and will go home. Again I fired him so he kept my handset with his building watchman and asked me to pay him charges and collect the same.

After paying charges, I collected the same but it was not repaired at all. It was in the same condition what I gave him for repairs.

Finally after too much irritation, I spoke to owner of the C-Com Service centre and complained all above to him. He promissed me that If I give him handset he will repair it within Two hours.

Again on 6th Oct 2010 I took half day from my office and went to C-Com, Mr. Bajrang was unable to repair within 2 hours and requested me to keep handset for a day. I was not having any option, other than keeping the same to him. After 3 - 4 days I was asked that it is repaired and I can collect the same - I asked him to deliver the same to me as one of his employee was staying near me.

He did the same - his employee gave me my handset @ 8.00pm but I was unable to check as while taking delivery mobile battery was not available with me. We took delivery in good
faith understanding that Sony Ericsson is big company and its service centre can not cheat.

BUT WHEN PHONE SWITCHED ON - IT WAS GETTING "ON" and "OFF" - Automatically by itself.

Every time we contacted your service engineer - he was giving funny answers and making us run around them - leaving our job a side.

We have been demanding that defective handset w700i should be repaired immediately free of cost - but Sony Ericsson people are not replying at all.

Even Sony Ericsson customer care people are not GIVING ME SERVICE ESCALATION Matrix.


Nilesh Bhatt
9821793949