I bought a Sony Experia 'L' on the 11th of July from Rock on mobile store from Kanjur marg (east)... The phone was working fine till the 11th of September when the phone suddenly hung and after a few minutes I realise that the touch was not working.. I was shocked, and the next day I took it to the authorized service center at Thane Eternity Mall ( C Com telecom pvt limited 1st floor, Thane).. They received my phone and gave a receipt, saying they will check my phone and inform me the same day about the diagnosis..
The same day I got a call from one of their executives saying the phone has a water damage that I was unaware of due to which the warranty was void.. I informed them that I'm not aware of such an incident.., but if you say so, I will need to check the phone and that they need to provide me with a quotation before the proceed with the repairs.. The executive informed that he will send me the pictures of the damage right away and then call back the next day with the quotation..
I waited for an hour but yet dint receive any email... Hence I called on both the numbers provided but couldn't get through.. I called back the next day, one adviser answered the call, took my ticket no and disconnected the call.., after that I called several times but there was no answer..
The next day, it was the same... Then on Monday, I called again, a lady answered the call, refused to provide her name when asked.. I gave her the ticket no, and to my surprise she responded that the phone had already gone for repairs.. I freaked out and questioned her, how could she give my phone for repairs without sending me the pictures of the damage and giving me a quotation.. She hung up...
I was frustrated called back a several times, but no answer...
Again on Tuesday, I received a call from the same lady on Tuesday and she said that my phone is 'beyond repairs' and that I need to go to the service center and collect the phone... My plight had no boundaries.. I couldn't understand what was going on with my phone.. My phone that is just two months old..., nothing had gone wrong with it.., first I was told that there was a water damage and now it was beyond repairs.. I cried.. I had no idea what they had done to my new phone..
When I questioned her, she again hung up... and after which I called like 8-10 times but no answer.. I am a special educator ant JBCN PAN school.. I dont get free before 5pm and there was no way I could get there before they shut...and to add on to it, it was Ganpati Visarjan...
I called the toll free no and spoke to an agent called 'Mayur', when I informed him about what was happening with me.., he informed me that on their computer system, it has been updated that my phone has been repaired under warranty and I can collect my phone.. I was lost, and couldn't understand what was going on... But at the same time I was relieved that my phone was repaired under warranty.. He informed me that I will get an apology call from Sony within 48 hours...
The next day, I left early from school and went to the service center in Thane.. After giving them the receipt.. They gave me my handset and informed me that my phone is not repairable ... I was shocked.. I yelled back at what they were upto... Without a thought, I called on the toll free number and spoke to an agent called Sarita.., she again apologized and informed that the status of the phone updated says that it has been repaired...
I asked to talk with the service center agent 'Rahul'...
She spoke to him and and then he gave me back the phone.. She informed me that there was a mistake, and that what the service center people have said is true..
I was frustrated.., I disconnected the call and demanded the phone back... When I did, Rahul says, I have to pay 350 rs for the diagnosis done.. I was shocked.. I refused to pay..., I asked him why he dint send me the pictures..and that he needs to show me proof of what he claims...
He refused and in a stern tone replied that if I want the phone back, I need to pay them 350 rs... I was so shocked.. I said I will register a police complaint..and he needs to wait till I get the police.. He informed me that he will shut the center and leave and that he is not afraid... I picked up a handset from his store and said, I am submitting this phone to the police station, if he wants that phone, he will need to come to the police station and collect it.. I rushed to the nearest police station..., informed the police about all that had happened with me.. and submitted the phone that I had picked up from the store..
The police informed me that I shouldn't have taken a phone but understanding my plight they called the service center with my phone immediately..
The came after 20 minutes...and after the police insisted returned my phone and collected their phone and left..
After this I spoke to 'Jeetu' a supervisor at the Customer service support.., he was really helpful, arrange for to visit the Ghatkopar center..
He has been in touch with me constantly.. I visited the service center and they seemed helpful too.. They checked my phone and informed me then and there that the phone hasn't undergone any liquid damage and that the phone is repairable under warranty...
He wanted to update that on the system but he was not able to as it was already updated by the Thane center as 'warranty void' and he said, till they do not undo that on their system he won't be able to go ahead with the procedure.. He spoke to Jeetu and was on a conference call.. but they were not able to get through the Thane center...
He informed that he is creating a manual bill and he will call me tomorrow after speaking with the Thane service center..
He called me today and informed me that my phone can't be repaired under warranty as he is being pressurized by the Thane service center..
I have no idea why all this is happening with me..
Please help me get my phone back repaired..
Please help me believe in your brand.. Please
Ticket id: 13091003435
