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44356 Views 24 Replies Latest reply: Jan 18, 2012 11:07 AM by anand RSS
Deexith Newbie
Deexith
11 posts since
Apr 28, 2011
Currently Being Moderated

Apr 28, 2011 8:50 PM

Very Disappointed with Sony Ericsson

I bought a brand new Sony Xperia Arc on 8th April 2011. I was very excited about my first Android, even more excited about the Camera, Bravia engine on the phone and the features. I was blown away by the phone once I bought it and couldnt help but show off.

 

But the nightmare started after a week or so when the display starting hanging(crashing) and the erattic behavior of the phone started. First I thought I had made some mistake by installing some malicious app. I deleted all the apps multiple times & even formatted my SD card. It worked well in patches but the erratic behavior continued. The pictures would automatically zoom in and out, Timescape would auto load and ask me to signin on facebook & twitter multiple times and get stuck on that screen. Finally on 23rd of April 2011 the display just froze on me and it wouldnt let me access even the settings nor unlock my phone.

 

I went to one of the authorized Sony Ericsson service centres and even they werent sure what the problem with the phone was, finally they concluded that my display needed fixing. Th display was in good condition but the touch wasnt working for reasons unknown to them. The shocking part was they informed me that it would take 2 weeks just to get a new display, as they had to import it from abroad and it may take another week or so to fix it.So going by the Indian standard time of fixing things I have to wait a month to even see my phone. I asked them if there was an office or place where I could complain and get a replacement, they informed me that Sony Ericsson doesnt have a single office in Bangalore and they bluntly gave me a call center number and asked me to contact them.

 

I called the call center which was located in an undisclosed location in India. The person who answered my call hardly understood what I was saying, dint even sympathize about my situation. When the convesration was going no where, I got frustrated and asked him to transfer the call to his manager. A lady, who said was the floor supervisor answered my call and informed me that she cant promise anything and needed 48 hours to figure out what can be done.

 

On the website I wrote a message to the customer contact centre on the 24th of April 2011 and I got a auto email stating

 

"Thank you for contacting the Sony Ericsson Contact Centre.

Your question has been registered, the reference number is 90184290.

Due to the Good Friday and Easter Monday Bank Holidays the Sony  Ericsson Contact Centre will be closed on the 22nd and 25th of April, we  will respond to your query as soon as possible.

Please do not respond to this mail since it will not be delivered to any recipient.

For future emails concerning this case please include the following line in the message subject field: 90184290"

 

I havent received a reply to my request till date and it is a very frustrating experience.

 

It is an expensive phone, which I bought from a well established outlet and I dint even use the phone for a month and it is not working due to some manufacturing defect. I have no hope of getting it for another month especially with the pathetic customer support. Why am I being punished with having to wait for my phone to get fixed when there is no fault of mine and as it is clearly a manufacturng defect why cant a huge MNC like Sony Ercisson just replace my phone and save me the agony???

 

I hope someone would read this post and help solve my problem.

 

workorder number -- SE311AT311047

  • Deexith Newbie
    Deexith
    11 posts since
    Apr 28, 2011
    Currently Being Moderated
    Apr 28, 2011 9:08 PM (in response to Deexith)
    Re: Very Disappointed with Sony Ericsson

    After seeing the experience of other people. I have already started to regret the decision of buyin a Sony Ericcson. Still im hoping my expereince wont be as bad as the others and you shall fix my problem.

  • guix Newbie
    guix
    41 posts since
    Apr 13, 2011
    Currently Being Moderated
    Apr 28, 2011 9:09 PM (in response to Deexith)
    Re: Very Disappointed with Sony Ericsson

    Hi

    Your mistake was take it to fix instead of sending it back to the seller!

    I have no idea about  consumer indian law but in most countries if you buy a product and it doesnt work, you should be able to send it back and get your money back within the first two weeks..

    Otherwise they should have exchanged the phone wherever you bought it for a new one.

    Your phone was defective, repairing takes time and thats undeniable. Of course maybe the service centers should have been for helpful but for the salaries they get its probably difficult!

    Good luck and hope eveything solves as the arc is a fantastic phone!

    • Zann.H Apprentice
      Zann.H
      144 posts since
      Apr 6, 2011
      Currently Being Moderated
      Apr 29, 2011 8:50 AM (in response to guix)
      Re: Very Disappointed with Sony Ericsson

      exactly. u phone is brand new. return to your reseller (usually your mobile carrier) and ask them for a replacement. there's no reason for them to not have any new set on hand, unless they've sold all. if they refuse to replace your phone, writein to SE and inform them about this reseller.

       

      but i do agree that its a bad experience. i would be mad as well if anyone give me such respond from a brand new product that i just  bought.

    • Deexith Newbie
      Deexith
      11 posts since
      Apr 28, 2011
      Currently Being Moderated
      Apr 29, 2011 9:34 AM (in response to guix)
      Re: Very Disappointed with Sony Ericsson

      Thank you for you responses. In India the seller doesnt take responsibility for the product sold. They ask you to contact the service centers which are franchises for any kind of repairs or replacements. The service centers inturn forward the replacement requests to the manufacturer. Nokia is the only organized company when it comes to Mobile phones in India, maybe thats why they sell the highest number of phones. The retail structure is very screwed up and when you have a bad experience its really gets worse and you have noone to contact and it is very frustrating.

       

      Called the customer care again, they have no idea of whether my phone is being replced or repaired. A false promise of a call back after 48 hrs was made by ILMA the supposed floor supervisor, which she failed to acknowledge. The customer service guy said he has no information and wants me to wait till 5th May, which again he says they just put the action time as 10 days from the complaint date.I have called 4 times and all 4 times different people have answered and they expect me to explain the whole story again. I dont understand why they give a complaint number if they dont keep a log of a customer's conversations. Now they have asked me to contact the help desk(option 3), which is a higher department.

       

      Called the service center, he says he has no status report on my phone and is waiting for a new display, He also says he has put in a request to the head office for a replacement phone but they havent bothered to answer.

       

      Its dissapointing that noone from Sony Ericsson has even bothered to read or reply to this post. Customer Service at its worst!!

      • Deexith Newbie
        Deexith
        11 posts since
        Apr 28, 2011
        Currently Being Moderated
        Apr 29, 2011 11:06 AM (in response to Deexith)
        Re: Very Disappointed with Sony Ericsson

        Things have hit a new low...called the helpdesk (option 3). The guy who answered the call, bluntly said we cant assure you that we will replace the phone, the service center guys have entered stating that the phone can be fixed, so I have to wait for however long it takes. The components are not available and need to be imported, so he cant even assure me when it will be fixed. When asked what are they for,, he said just to read the status updates of the progress of the repair.

         

        This is just proposterous...have never had problems for 10 years with Nokia. They fixed my phones within 2 days and the customer experience was so good. Donno what I was thinking when I decided to buy the god **** phone. Its been such a horrible experience. I think it is better I move the consumer court cos I dont beleive my phone will get fixed ant time sooner. Get ready for some negative publicity cos Im considering contacting the Media..so that other consumers dont have to go through this turmoil. What a waste of my time and money!!

        • Deexith Newbie
          Deexith
          11 posts since
          Apr 28, 2011
          Currently Being Moderated
          Apr 29, 2011 8:42 PM (in response to Deexith)
          Re: Very Disappointed with Sony Ericsson

          Dropped by at the service center this evening. They said they have sent a request for a new display and havent received a response in the past 4 days from Sony Ericsson head office. They have promised to gimme a call on monday and notify me about the proceedings. It ll be a week since I have submitted a complaint. Even they say it may take more than two weeks and they are help less. Until the new display is shipped to them by Sony Ericsson they cannot do anything and even they dont know how to speed up the process. They just send emails and wait for a reply. How pathetic could this get.

           

          Ive decided to wait for a week. If by a week the scenario doesnt improve. I would be forced to go to consumer court and probably involve the media as well. Lets see how things go.

           

          By now I know your company is not courteous enough to give me a replacement. But I still need an answer from someone from Sony Ericsson.When is my phone gonna get fixed????? your dummy customer call center people dont have an answer, your authorized service center people dont have an answer. Then who can give me an answer????

           

          I pay Rs.28,400 (approx $650) to buy a brand new phone from a well established retail outlet, trusting the Brand value of Sony Ericsson. The phone stops functioning within 2 weeks of me buying it, cos of some probable manufacturing defect and no fault of mine. I am asked to wait for 2 weeks which seems like a month after speaking to the customer service & authorized service center reps. So what is my fault here???

           

          1) My entusiasm about buying a phone as soon as it was launched

          2) Buying a phone which was way beyond my budget, cos I was in love with the features.

          3) Promoting your phone on my Facebook page stating how awesome the Sony Xperia Arc was

           

          Thanks to you Im a joke among my friends. You can repair the phone but can you regain the trust of this customer??? can you regain the trust of the 100 odd people Im gonna share the bad experience with, who inturn will share it with their 1000's of friends???

          • Deexith Newbie
            Deexith
            11 posts since
            Apr 28, 2011
            Currently Being Moderated
            Apr 29, 2011 9:30 PM (in response to Deexith)
            Re: Very Disappointed with Sony Ericsson

            Just found out that Im not the only one facing this problem. Multiple people have been facing the phone hanging problem. https://www.facebook.com/topic.php?uid=35313373389&topic=25203

            Maybe all Sony Xperia Arc's are faulty. This is even more disturbing. Donno what to do....

            • Zann.H Apprentice
              Zann.H
              144 posts since
              Apr 6, 2011
              Currently Being Moderated
              Apr 30, 2011 4:12 AM (in response to Deexith)
              Re: Very Disappointed with Sony Ericsson

              the problem u described is totally different from the link. that reports about the occasional restarts which a lot of us is facing. and yes we are aware of it and waiting for the next updates. but the problem you described refers to erratic behavior of the phone when u're using it. i understand that u're frustrated that the problems on ur phone are taking a long time to be resolved. however, trying to group other problems together with your does not help it all.

               

              but then again, i can't blame u.

              • Deexith Newbie
                Deexith
                11 posts since
                Apr 28, 2011
                Currently Being Moderated
                Apr 30, 2011 10:47 AM (in response to Zann.H)
                Re: Very Disappointed with Sony Ericsson

                @Zann: that was the erratic behavior I was taking about...that other people are experincing Even I had the problem of the phone refusing to work and then it would start working again. Im not asking you to comment or even bother about my problem. Im looking from someone from SE to answer my questions, I dont really care about your opinion.

                • Johan SonyXperiasupportteam
                  Johan
                  2,305 posts since
                  Nov 12, 2010
                  Currently Being Moderated
                  May 2, 2011 2:14 PM (in response to Deexith)
                  Re: Very Disappointed with Sony Ericsson

                  I'm really sorry to hear about this.

                   

                  I have forwarded your information and E-mail address to concerned team in your region to have someone to contact you regarding this.

                  • Deexith Newbie
                    Deexith
                    11 posts since
                    Apr 28, 2011
                    Currently Being Moderated
                    May 9, 2011 8:35 PM (in response to Johan)
                    Re: Very Disappointed with Sony Ericsson

                    @Johan - Thank you for your reply. I havent heard from anyone from SE nor received an email from them. SE India is a disaster..Please pass on the feedback to the concerned ppl. The service center said they will fix my phone by this week.Which im not sure will happen. Keepin my fingers crossed.  Ive given up on SE.  Its been exactly a month since I bought the phone and hardly Ive had it for 2 weeks. Just hope whenever they manage to fix it, it stays fixed and I dont have any recurring problems with the phone.

                    • Johan SonyXperiasupportteam
                      Johan
                      2,305 posts since
                      Nov 12, 2010
                      Currently Being Moderated
                      May 10, 2011 1:42 PM (in response to Deexith)
                      Re: Very Disappointed with Sony Ericsson

                      I'm sorry to hear.

                       

                      I have sent concerned team a reminder about this.

                      • Deexith Newbie
                        Deexith
                        11 posts since
                        Apr 28, 2011
                        Currently Being Moderated
                        May 16, 2011 12:07 PM (in response to Johan)
                        Re: Very Disappointed with Sony Ericsson

                        Hey Johan...whomever you have been forwarding the details to or sending reminders to..do not exist or they do not care. The service center says they are waiting for the display. How long does it take..its almost like 3 weeks. What sort of a company you guys are running. Its such a sham. Its been at repair longer than ive had it in my hand. The $650 i payed for it wasnt enough?? now i have to pay with my valuable time. Can someone explain what in the world is happening with my phone??? will i get it back or not?? if I am then when??

                        • tscasely@gmail.com Newbie
                          tscasely@gmail.com
                          14 posts since
                          Apr 7, 2011
                          Currently Being Moderated
                          May 16, 2011 1:40 PM (in response to Deexith)
                          Re: Very Disappointed with Sony Ericsson

                          Disappointed?  I'd be hopping mad, because as you point out, these phones aren't cheap.

                           

                          My screen kept freezing and having to be force closed. then it wouldn't unlock and the sreen pattern began lighting up and doing wrong patterns and would not stop until I removed the bettery. I took it back to the Carphone Warehouse and they said they couldn't replace it because they have none in stock.

                           

                          Sony didn't send them enough, they said.

                           

                          Its a fantastic phone, except for just one thing - you can't rely it to work properly when you need it.

                          Thank heavens I still have my old Nokia E66 which hasn't let me down before and I've had it for years

                        • Johan SonyXperiasupportteam
                          Johan
                          2,305 posts since
                          Nov 12, 2010
                          Currently Being Moderated
                          May 17, 2011 8:23 AM (in response to Deexith)
                          Re: Very Disappointed with Sony Ericsson

                          Hi Deexith,

                           

                          I've been in contact with concerned team for your region and received information that your phone is now repaired and will be sent to you today.

                           

                          Please contact me again if you have any further questions or problems with your phone.

                          • Deexith Newbie
                            Deexith
                            11 posts since
                            Apr 28, 2011
                            Currently Being Moderated
                            May 17, 2011 8:30 PM (in response to Johan)
                            Re: Very Disappointed with Sony Ericsson

                            After 22days of agony..I finally received the phone. donno if it was your work Johan...but thanks if you had to do somethng about it. But my view about SE india doesnt change..Your service just sucks. I called the call center today morning and they said the dispay was yet to be dispatched. But when I went to the service center they told they ve received the display today morning and they ll fix it in 15mins. The 15mins turned into an hour. But I waited (even though I was late to work) to just get it fixed once n for all..But in the service center met amot of people who were dissattisfied with the repairs and who had been there for the 2nd or 3rd time n im still apprehensive about whether the phone is fixed once n for all. fingers crossed.

                             

                            But the sad part was the way the service center (Ascentel1) people were behaving, nothin called empathy. finally when i got the phone, they refused to replace the scratch guard that was present when I gave the phone for repair. They said they dont replace it. Again it wasnt my fault that they not replace something that came with the phone. They werent giving a replacement phone but atleast they could have given the phone with all the stuff that was there on the phone. Again I have to spend another 500bucks to buy it and the best part is I enquired in 4-5 places and it wasnt available anywhere. Tomorrow have to spend time searching for it.

                             

                            But atleast I got my phone back in working condition. I relevived!! Hope there wont be any recurring or new problems!!

  • yawnie_nbw Newbie
    yawnie_nbw
    6 posts since
    May 16, 2011
    Currently Being Moderated
    May 16, 2011 2:14 PM (in response to Deexith)
    Re: Very Disappointed with Sony Ericsson

    I can feel your sentiment as I am EXTREMELY UPSET today cos I faced the same PROBLEMS AND ISSUES as you have posted.

    The phone that I bought is barely 2 weeks old and the problems occurred.  The screen just wouldn't respond even though I on and off zillions time.  I have tried using the PC companion to re-boot the system and eventually I still have to sent my phone to the service centre. 

     

    So being a Sony Ericsson renowned reputation,  the service centre don't even have a SPARE PHONE for me and being a buzy Singapore metropolitan city,  I am unable to use my phone now, I feel like I have been completely cut off from the world until I get my phone backe.  I can't wait to change my PHONE  to other brand  as soon as my contract with the service provider ended.

    So what is so great about this android phone now!!!!!!

    • Deexith Newbie
      Deexith
      11 posts since
      Apr 28, 2011
      Currently Being Moderated
      May 17, 2011 8:34 PM (in response to yawnie_nbw)
      Re: Very Disappointed with Sony Ericsson

      Hey Yawnie,

       

      I understand your plight. It is a very frustrating experience. Hope the service in Singapore is better than the horrible service in India and hope you get your phone fixed ASAP.

    • MBonus Newbie
      MBonus
      45 posts since
      May 13, 2011
      Currently Being Moderated
      May 20, 2011 2:33 AM (in response to yawnie_nbw)
      Re: Very Disappointed with Sony Ericsson

      That happened to my phone. It happened when I was transferring mp3 files to my SD Card. Then at the same time, I changed my wallpaper (of which is in the memory card) and the issue happened. I reformatted my phone using the software updater by SE (it updates the phone while turned off), and the issue is gone. My only complain is, you have to be adept in using a smartphone to finally configure your SE Xperia Arc to settle the errors and battery issue. Otherwise, you will be disappointed with the phone. As for me, I already solved all my issues, and is very happy with the phone.

      • yawnie_nbw Newbie
        yawnie_nbw
        6 posts since
        May 16, 2011
        Currently Being Moderated
        May 23, 2011 2:25 AM (in response to MBonus)
        Re: Very Disappointed with Sony Ericsson

        According to the service centre,  is the touch screen that is faulty.  The ridiculous part of it that they don't have the parts and will only arrive end May,  my goodness now I am without a smart phone and till I don't know when until they have fixed it.  Isn't this annoying????

  • philipose.jomon@gmail.com Newbie
    philipose.jomon@gmail.com
    14 posts since
    Jun 30, 2011
    Currently Being Moderated
    Jun 30, 2011 11:56 AM (in response to Deexith)
    Re: Very Disappointed with Sony Ericsson

    Believe me had a worst experience than that.

     

    http://talk.sonyericsson.com/thread/17618

  • anand Newbie
    anand
    2 posts since
    Jan 18, 2012
    Currently Being Moderated
    Jan 18, 2012 11:07 AM (in response to Deexith)
    Re: Very Disappointed with Sony Ericsson

    Hello....

     

         I too had such a terrible experience from sony ericcson, I bought a brand new xperia Arc from sony center QRS, trivandrum, Kerala on 24th nov 2011, and around 26th dec 2011 the phone started showing some problem. The phone started getting heated up within 10 mins after i attend my daily cals,first i didnt noticed because i believed in the brand called Sony! but later i was not able to hold the phone closer to my ears more than 15mins. I do believe that a phone belonging to such a range is not supposed to get heated up as it irritates the user's ears. I returned the phone to the dealer on 27th dec 2011 and the experience that i recieved ftom them was so pathetic.... i demonstrated them about the problem with proof.... they told they will handover the phone to service center atlast, after 2days i got my phone back from the retailer and they told me that they had updated the software. I checked my phone then and there itself and to my  surprise it was getting heated again. I again showed it to them and asked whether i came to purchase an ironbox..... those idiots were not at all having any idea about the problem. I asked them to replace the product but they were not at all ready to do it. i think They know very well SONY will protect them. I wonder why MNC like sony providing such a poor level of service to its customers. when i contacted customer care they asked me to give the product to another service center and inform them so that they will talk with the customer center people. Next day i took the phone to Kollam service center, kerala. And they asked me to take the phone to the old service center. I have registered a complaint @ customersupport center but they havent contacted me till now. I am really frustrated from ths sorts of behaviour frm Sony's part. Really poor poor service. Please do the needful if somebody comes to read about this. Othervise try to change your tagline Make.Believe to MAKE thts all.  U people just make.sell.forget

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