Dear Sir / Madam, I bought a Sony Xperia T2 Ultra mobile serial no from Jumbo Electronics, Inorbit mall, Vashi Navi Mumbai on 29 July14. The piece developed a problem on screen and I deposited the phone with Jumbo Electronics on 18 August 14 under warranty, who sent it to service center in Vashi, Navi Mumbai. I was told that there is crack in display and I have to pay Rs 7665/- for repairs. Further, in the job sheet generated, they put a mobile number which is not mine. Also, they refused to give me an alternate working piece to continue my work, saying that this was not a warranty defect. Subsequently, I asked helpline to change my correct number. My two calls to helpline number 1800-3000-2800 were attended by one Piyush and another person around 5 o,clock in the evening on 23 August; both were not helpful enough to escalate the matter. Instead of assisting me, after some discussions, both of them went on to start repeating "can you hear my voice" a few times and then cut the phone saying that "the customer can not hear me", while I was talking to them loud and clear and hearing them as well. This appears to be a tactics taught to them when handling a customer who is not towing the line!!!! My third call to Rashmi at approx 6 o clock was heard and she escalated the issue to Hari, the Manager. He also gave his version of his decision and at my request promised to escalate the matrix to Head office. The above incidents (wrong mobile number and improper helpline communication) clearly show a method in dissuading / discouraging the customer from further complaint. Please note that in those two weeks with me, the mobile has been kept by me in a cover, kept on tables in my office and home and on my side seat in the car, while driving between home and office. There is no question of it falling or even facing any jerk. This defect in the 15 days of purchase has totally shaken my confidence on the quality of the product which I took because its size and clarity suited me. Kindly look into it urgently. I am at this moment extremely discomforted in my work efficiency due to non availability of mobile. The mobile was 15 days with me when it had the problem. My careful handling of such a good piece has ensured that it does not fall anywhere or even get a jerk. Kindly look into this defect, if the piece has a problem, immediately replace this piece with a new one. If you think that the piece does not have a problem, then the quality of this product itself is suspect. There is no question why I should be paying anything for this. Awaiting a prompt return of a new working piece or the return of my money immediately so that I can buy some other quality smartphone. Yours sincerely, Cdr Ajay Tiwary (Retd)
