Question about Sony Ericsson W710i Cellular Phone

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Denial of warranty repairs on mobile SONY ERICSSON W710i

I had purchased sony ericsson handset W710i on 08 Mar 2007 with a firm belief that sony products and their after sales support is amongst the best . However within a few months of my purchasing the above handset , the upper flap rubber gasket had come off. This is a perennial problem with the above set. The problem was repaired within the warranty clause vide Job card No:N2FBD:120907-13 dated 12 Sep 2007. It however took me one month to get my handset back after breaking my head with the unsupporting staff of Sony ericsson.In this regard, the attitude Mr Saurav , the senior manager at the sony ericsson customer care was most pathetic.
2.The same problem (the flap rubber gasket coming off) has again occured within a span of few months.I went to the sony ericsson authorised service centre for the repairs on 28 Jan 2008 (job card N2FBD:280108-13)(the set is still covered under warranty). This time however, the service centre refused to provide the repairs of the set under warranty as I could not produce the broken pieces of the rubber gasket to the service centre. My efforts in pursuading the service centre and customer care representatives that the phone was still under warranty and that sony ericsson was still legally bound to repair the handset under warranty had no effect on the adamant and pathetic attitude of Mr Saurav , Senior Manager Customer Care. In fact Mr Nitin Arora , Regional Manager North India Region Customer Care even refused to speak and listen to my problem.I feel this brand of handset has got manufacturing problems of the rubber gasket coming off time and again and therefore sony ericsson is legally bound to replace the phone . If not then , atleast repair the phone under warranty which is still legally covered under warranty.
3.May I therefore request sony ericsson to address my problem at the earliest. I would also request if the people holding responsible positions at the customer care like Mr Saurav and Mr Nitin Arora could be taught basic manners of how to deal with the customers.

Cdr JS Tewatia
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You can go to a consumer court, which is quite easy. I had a similar problem for a phone I had bought, C510. Within one week the USB port became faulty. They refused to replace the phone, but when I said I am going to the consumer court to a call center guy that I had talked to, they had called me up from their side and sent the phone in two days. A new phone.

Posted on Dec 22, 2009


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