Defective phone & tardy service

Question

I've have a sony vivaz that i have purchased four months ago. I immediately had problems with phone hanging. After two months the sound wasn't working. I gave the service center for repair, they fixed the sound but not the hanging problem, i do not even use the memory card to avoid the hanging and use basic features and yet i still have the problem. i returned the phone the day after they had serviced it cause the issue wasn't resolved. After waiting for a month after the 1st time i had given it to the service center, the phone is still unusable. In that time I had to keep calling the service center and customer care. they said they'd arrange a call back or inform me of the status of my phone. Nothing like that happened.
After I returned the phone the second time they send me back announcing there is no problem with it. Unless it hangs in front of them I cant give the phone to get fixed is what the customer care guy told me and the service center insisted that the phone had no problem.
I have spend a big amount on that phone thinking Sony is a good and reliable brand. But from my experience, your product is incompetent and service is tardy. The phone looks like its an year old and its hinges and surface are chipping
I cannot use that phone as it hangs every 20mins and to a point where i have to take out the battery and switch it on again.  Even a micromax would serve me better atleast for the first six months whereas with your product I was already having issues from the time i purchased, unfortunately, i did not have the time to return it or deal with the situation immediately.
As for your service, everyone seems happy to just give me false assurances and blatantly leave the matter as of being of no concern.

Answer 1

Hi, I have posted on the website before about the defective phone and crappy service..... After running around for 3-4 months,back and forth to the service center, making numerous phone calls to customer care and exchanging emails with sony support, i have a really crappy phone that hangs even though i dont use a memory card nor do i have more than 2 applications besides the inbuilt ones. I was asked to get a work order number last month but the service center wudnt answer or their phone would be out of order, i had asked the customer care to talk to them and they said they would call back but nothing.
Finally i got a call after about 2-3 weeks askin me to pick up my cell phone and they were unwilling to give me my work order number which i was waiting for so i could mail it to sony support. i went to collect my phone which is an even worse condition than before, even physically the hardware is fallin aoart and phone wont stop hanging. I asked for my work order number which they said they couldnt give, so when i called the customer support they said that service center was no longer an authorised one and im being asked to go to another one after 3-4 months of making rounds about 4-5 times and each time finding my phone in a worse condition, if it cant be fixed please return a part of the amount or replace the handset. I work 6days and barely have the time or money to be doing all of this.
I am not willing to go to another service center so that i would get back my phone in a worse condition. I want someone in charge to look into the matter and make sure that there is follow up from your end. I understand that no one has anything to lose except myself. but as another human being please try and put yourself in my shoes. As a big brand, is it worth it to be causing people so much inconvenience and false assurances. Isnt it your responsibility as a service and product provider to make sure every customer is satisfied no matter how small or insignificant they maybe??
Kindly note i bought this phone 7-8 months back out of which it has been at the service center for about 4 months.
Hoping for some action at your end
Regards
Angela V Hanghal
[phone]
Name: Angela V Hanghal
Country: India
Phone nr: 9820704046
E-mail: [email protected]
1.Product Description(Model No. etc.) : Sony Vivaz u8i
2.Purchase Date : 21/3/2012
3.Purchase Location : Croma, Bangalore
4.Cost of the Product : 12,699
5.IMEI No. : 12305002715158
Work order number:W112100400729 (which shows invalid on the website given to me after 2 weeks of follow up)