Job No :- W116112800212

[Lahug]

Team,

I had droped my Sony Xperia mobile for repair on 28/11/2016. I got reply saying that there is problem with Battery so need to replace battery. 

From 30/11/2016 , I am getting answered as "Battery has been order but didn't received". Now I am getting irritate for the same answered. I have escalated same at number 18001037799.  

From this number also they had tried to call to Sri Sai Electronics Service center but they didn't pickup the phone. I WANT TO KNOW WHEN  MY MOBILE WILL GET REPAIR.

One more thing , when senior service executive had tried to reach Area service center then they were also not reachable. I waited around 50 minutes on call to transfer call to Area Service Center but didn't able to connect them today. This really pathetic. 

I thought there is issue in service center but it seems that this is belong to all levels. 

Let me know if you can do anything on this or I need to go CONSUMER COURT for the same. Also let me know your wait time as well so that I will prepare for  myself. Also provide me escalation details so that this will escalate at higher level.

Regards,

Lahu Ghutukade

[MarlonUk1]

the thing is with Sony Service Centers is that they don't have the parts available at the centers, they need to request and wait for it to be delivered , that is why it is talking so long. have you updated via your Local support?

[Didrik]

Hi @Lahug,

I'm really sorry to hear about this.

From time to time it happens that a service centre doesn't have a spare part available and they need to order this from their supplier. This may cause a major inconvenience for you and I understand that but in order to have your device repaired this needs to be done.

I can agree that if they ordered the new part on November the 30th it has taken quite some time now but I cannot assist you with this I'm afraid. Service errands are handled on a local level, I would suggest that you contact your Local support regarding this.

Once again, I'm sorry that this has happened. I hope that you are able to get this resolved as soon as possible. Keep me updated!

[Lahug]

Thanks for your help. Can you please give escalation matrix so that I will forward my concern to them?

[Didrik]

I'm sorry but I do not have any such information I can provide you with. In order to get more information about your case I can only refer you to contact your local support team. This is a global and user based forum, this type of errand is handled on a local level.

I apologize for any inconvenience that this causes for you. Let me know if there's anything else.