Hello,
Greetings for the day and festive season. I Prashant Chhabra the active user of Sony Mobile is writing you to share my grievances with purchase of Sony Xperia Z3 and hence the poor service and false commitment by the Sony Authorised Service Centre.
I purchased my Sony Xperia Z3 around six and a half months back and to my surprise I never had such a nightmare experience with any of my smartphone purchases till date.
Just after the first two months of my purchase, i saw red spots/patch appearing on the screen of my Xperia Z3 and just as I saw it the very next morning I reported the case to the Sony Service Centre. Staff at the service centre were surprised to see such a problem with a newly purchased Z3 and they said that since the phone is in warranty they will replace the screen of the device. Now on the day of delivery of the phone, I saw that the whole glass back panel as well as the side chrome of my device was scratched up and on reporting it to the staff at the service centre, they apologised for the same and agreed to replace the scratched up parts of my phone. And again my phone went in for repairs for a period of 15 days. At this time was really frustrated with the service quality, as did I actually purchase a new device and did I just purchase it to keep it at the service centre ? I got my phone delivered and this time my phone's camera lens was scratched up and on reporting it to the staff p, they agreed but said that they will give it me in writing on the job sheet that in future I can get the lens changed without paying any extra charge.
I was using my phone and now with time again I saw red spots in the screen of my Xperia Z3 and this time again I went to the service centre. They said that this should not happen again and were aware that earlier also I had submitted the device for the same reason. They said the phone will be submitted for 15 days. But this time I asked them to replace the device as this was not a usual issue with phone and that if repaired once then why is it happening again. But they said they will drop an email to Sony and would see what could be done. This again was a big disappointment for me. Now was the day for the delivery of my phone after repairs were carried out. I received my phone and luckily this time phone phone wasn't scratched up but another issue that came in my phone was; my phone wasn't able to receive any mobile network signals on inserting the sim card in the phone. Now a phone with being able to make and receive phone calls renders it a useless piece of circuitry. They again took my phone for repairs and promised my that my phone will be replaced as they have escalated my case but on the day of delivery of my phone they said only the motherboard has been replaced. Which again was a big disappointment and hence the false commitments by the staff of the service centre. I fought for my rights but they again promised that my phone wouldn't face any issues now onwards and if in any case it does, they would replace the device without any questions asked.
I was using my phone yesterday and to my bad luck, my phone's screen had red spots/patches and today morning I visited the service centre to convey the issue to them and asked them to replace my device as they had promised me. But again they deviated from the words and hence their promise and submitted my phone and again made a promise that they will drop an email to Sony and would escalate my case but they will replace the phone the next time if the same issue comes. They said I shouldn't keep the phone in my pocket and without a cover. I mean, I am not the first owner of Xperia Z3 in the world or that I am not using a smartphone for the first time in my life and if phone is not meant to be kept in a pocket of my jean or trousers then where should I keep it. Earlier when I had a cover put on my phone they said remove the cover as this might just be causing the problem and this time when I am not using a cover they are saying to keep the phone in a cover. Am I a fool who doesn't know how to use a phone?
Within just six and a half months since I purchased my Xperia Z3 , I have already submitted my device for repairs 6 times and this haven't been a pleasant experience using the Sony Xperia Z3 and of course the quality of service by the Sony Authorised Service Centre. This time I want the replacement for my device as I don't think so that my device is worth any more service centre visits and that I don't have enough time in my busy schedule that I would visit the service centre every now and then.
Registered Mobile No. : 9810614756
Current Job Sheet No. : W115112502147
Date of Submission : 25 Nov 2015
