From: Dated: 30th Oct, 2011
Name : Sunil Kumar Goyal
Email : sunilkumargoyal@gmail.com
Contact no. : 9717266513/ 09968311803
Product : Sony Ericsson Xperia X10i
IMEI No. : 012379004970996 (Original POP- Nov 6, 2010)
New IMEI no. : 012379008201240

I hereby furnish details of my complaints to Sony Ericsson service centre & customer care centre:

Complaints at Service Centre in Rohini:


1st Complaint : Aug 12, 2011 11:56 am
Service Centre Work Order No. : SE31148310596
Problem Reported : Charging Problem
Delivery Date & Time : Aug 24, 2011 4:23 pm
Remarks of Engineer : PCB swap, software upgraded, h/s ok
New IMEI no. : 012379008201240
No. of Days to Resolved : 12 days


2nd Complaint : Oct 4, 2011 11:56 am
Service Centre Work Order No. : SE31148311115
Problem Reported : Can’t Charge. Can’t connect charger
Expected Delivery Date : 10-12 days (Committed by Service centre)



Complaints at Customer Care Centre @ 1800-3000-2800

Customer Care Complaint No : SEC11A011233
Ticket ID no. : 91541309
Date registered complaint : Oct 21, 2011 4:00 pm
Customer care attendant : Mr. Tilak & Ms. Anjali

Reminder I against the same
Complaint No : SEC11A011233
Date registered complaint : Oct 27, 2011
Customer care attendant : Mr. Dheeraj (It was assured that problem will be
resolved within 24 hours)
Reminder II against the same
Complaint No : SEC11A011233
Date registered complaint : Oct 29, 2011 3:30 pm
Customer care attendant : Mr. Abhishek (He has assured me set will be repaired on
Monday, i.e. 31st Oct, 2011)


In view of above, I further submit for your kind information & action that I have bought Sony Ericsson Xperia X10i handset from Singla Mobile on Nov 6, 2010 at price of Rs. 28,500/-, & around after 6 months charging problem started & ultimately on Aug 12,2011 I reported my problem & submit the aforesaid handset at your authorized Sony Ericsson service centre at Rohini. i.e. M/s Maa Vaishnavi Services, C-11/33, G.F., Opp. NDPL office, Sector-3, Rohini & my handset is repaired & as per the delivery report it has been communicated that pcb swap, s/w upgraded, H/s ok, whereas when I use the handset the problem not rectified & the same problem is still persist, I again reported the matter before the Customer care feedback call from Sony Ericsson, & subsequently visited your aforesaid service center at Rohini again for getting the needful done & speak to the Engineer thereby, he took the handset & done some JUGAAD on temporary grounds.

After few days, due to the persistent problem in handset while charging, I approach service centre again for resolving the repeated fault or, replace my handset because of continuous charging problem, they took my handset on 4th Oct, 2011 at 2:03 pm vide workorder detailed above.
Service center representative committed me to resolve the problem & return the handset within 10-12 days, I used to took regular follow-ups around 4 times with the service centre and on each visit, it has been communicated to me that it will take 3-4 days to resolved as the matter is- Under process.

When I spoke to the customer care call center thrice the answers are repeatedly same & NO SATISFACTORY revert by the representative- And every time they said your case is being accelerated & refers to our senior authorities telling their name as Mr. Ankit. When I asked them about to provide email id or contact number of there senior officials so that i can directly talk & communicate my inconvenience & harassment due to delay in repairing my handset within guarantee period of 1year, completing on 6th Nov, 2011, however they have shown their inability to provide the same.

Today is around 26 days & I have visit service centre & the status is still showing as Under Process & reply from the representative is same that it will take 3-4 days more.

Now it is proved that this is clear case of deliberate delay on the part of your company & this will show that after selling their products your company is not taking care of any faults & your customer is facing un-necessary harassment from the service centre & Customer care team, with continuous regular same faulty handset since Aug, 2011, I suffered huge loss of business & database, as all my contact details & emails are in the handset.

I realized that I have taken a wrong decision to go for Sony Ericsson brand. And I am sure it's also a bad reputation for your company.

I am mentally harassed by going to service center again and again & reporting the matter to customer care centre, which cost me some time & money.

I am requesting you take action against the company & either to refund the money or provide me another mobile of same price.

Thanking you,

Yours Truly,

Sunil Kumar Goyal
G-22/142, Sector-7,
Rohini,
Delhi-110085
Contact No. 09717266513/09968311803
Email: sunilkumargoyal@gmail.com