This post is not only a guideline for Servicing Sony Mobiles, but also my personal experience (mostly negative) with Sony Support.
When you Google for Sony Ericsson service centers in India, you will get this link http://www.sony.co.in/section/servicecentres as the first result. But don’t fall for it. The information in that portal seems to be updated eons ago. In fact I was wandering through the city for the location provided in Sony website that never existed. Anyway located the actual Sony Mobile service center nearby with a help of a friend.
Few days later while going through my guarantee card I found out this portal http://sein.servicetrack.in/ which has a lot more accurate data with exact locations of Sony Authorized service centers in India. The portal has also options to escalate complaints if you have any issues with the repairs done by the service centers and even a link to give feedback to the service centers.
Incase if you need support through telephone line, don’t go for the toll free number 180030002800 . It never worked for me (I use Airtel). But another number 39011111 which is not a toll free number worked for me. But you have to add the STD code of your town. In my case it is 04439011111 as I live in Chennai. For your info, this helpline will be available from 9.00 AM to 9.00 PM only, apart from the 24Hrs IVRS support.
I just wanted to share these info to help someone like me, who is facing issues with their Sony mobile. I bought a Sony Ericsson Live with Walkman mobile on June 30th at Univercell, Kanchipuram . But within a day I noticed that the left side touch sensitive keypad light was flickering. By that time I was in Chennai and I was able to get it back to the Univercell only by the next weekend. But the Univercell refused replace my mobile and suggested me to approach the Sony Service Center. I was really heartbroken. How on earth could I be dumped with a defective product and then make it my responsibility to repair it?
Anyway I had no other choice but to get it repaired in a Sony Service Center as I have the warranty for 1 Year. I thought Service centers in Chennai would be much quicker in dealing with these issues. So I handed it over to Mobile Care in Tambaram. But within a day to my surprise the Mobile Care person called and informed me that my mobile is fixed. They said that the problem is due to Android ICS upgrade and they have reformatted and installed Android 2.3 to fix it. I was wondering how could this be possible. It was strange to be told that the keypad light functions are related to firmware. But when I went to collect my mobile I was shocked to see that the key pad was fixed with a temporary trick to make it look like its working. I’m sure that they have just pressed it hard enough to look like its fine. Fortunately I found out the defect and returned it back to them immediately. Again they created a new Workorder record and provided me a new work order number. For your info, you can track the status of your phone servicing with the Workorder number through the http://sein.servicetrack.in/ portal. Now its been more than two weeks and I still havn’t got back my phone. Whenever I contact the Mobile Care person, they say that Sony is delaying the shipment of spare parts. But this process is not transparent at all. So I raised an escalation with my workorder number. Also I have mailed a complaint to questions.in@support.sonyericsson.com . But what I received as a reply was an intimation mail about the receipt of my question. I am still waiting. Wish I don’t get a senseless reply from some call center person working for Sony. By the way don’t try this email ID se_serviceindia@sonyericsson.com . Its obsolete.
I have learned the following stuffs from this.
- Never buy a product in a rush. Inspect it carefully while buying. Don’t get drifted with the fantasy of possession of the new product.
- If you live in Kanchipuram, never ever go to Univercell for buying mobile. They just try to cheat you. They value profits over Customer Satisfaction and they think customers in Kanchipuram are shitheads.
- The service centers usually service your product immediately, only when it’s warranty period is expired. Because that way they can make some filthy income. Products under warranty converge consumes time for Service centers and resources for Sony.
- Since Sony is facing income losses recently (See here), I don’t know how far they care about their customers. Their only target now would be to get the company back on track. So I wonder how credible is the extent of their commitment in responding to customer woes. So better go for Samsung or Nokia. Personally I felt that I could have gone for Nokia Lumia 610.
UPDATE:
I received my phone back only after around 40 days. Sony replied to my mail after 50 days with no valid content in the mail. It goes like "We hope you have received our service..blah blah". Anyway the phone is working fine.
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