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< Esato Forum Index > Sony Ericsson / Sony > General > Will I upgrade to an X2? HECK NO! and this is why. Bookmark topic

Lying is not normal as far as I know. I re-read your post and noticed a couple of things that when I worked there would not have happened unless the service has gotten worse.

1: Anyone that spoke to you would give a name as well as a contact number. If it wasn't a normal agent, it could either have been an escalations agent who would be contactable using the normal contact number and asking for them personally with the reference number they would give, or it would have been from the TL (Team Leader) who would also be contactable through the normal contact number. We used to get a lot of escalations passed to us from SE and the contact centres for us to deal with.

2: If they had sent you a brand new handset (which is unlikely but may have changed since I worked there) they would have given you the tracking number so that you could track it yourself online. Also it would have been a brand new handset. However, in my experience SE don't like sending out new handsets unless you had multiple refurbs first.


I agree with the letter sending and I would also include all the tracking details from that code the person gave you. Copy them down before they get deleted from the website they are on that should make it easier for them to track down who contacted you if it was an SE person.

I really enjoyed working for SE they made us feel like we were needed, but wouldn't give us any extra help with the huge backlogs we had due to faulty handsets. That was the main reason I left. It's a shame you had such a bad experience but I can't say it's unheard of.
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Posted: 2009-11-07 23:07:45
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The one thing that continues to amaze me is your brand loyalty, if you bought a new car, and the warranty and service were a crock of shit, would you go back for more? Face it SE are about re-branding, and re-inventing, more people are looking elsewhere, rather that coming back for more, poor service and frankly average build quality have been mentioned many times before, do SE respond with more robust quality products, no they just wheel out another bloody re-hash, another premium priced produced, that developes cracks and flaws. Go ahead keep on buying into the dream, in reality its just marketing bollocks, when they start listening to US the CUSTOMER, which at the moment they show no sign of doing, thats when they will start to recover their position.
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Posted: 2009-11-07 23:15:43
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@ hgautam
I had to write to the official SE customer response centre email here in Sweden. Attn (guys name). He would then reply to me. I found this very odd as well. I have kept all the emails.

@ Stu|
I have the email he replied to me where he has provided the tracking number, after I wrote to ask why it had not arrived.

@ number2
I was loyal to SE before all this happened, not anymore. What is amazing about that?

PS: I have sent a copy of my complaint to the President, Executive Advisor and Executive Vice President of Sony Ericsson. Furthermore I have placed this on their own Facebook fan page. There are 382,446 fans on there, if this doesn't rattle a few chains I will just keep going. Why? Because I hate liars!

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Posted: 2009-11-07 23:57:46
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I added a picture to the first post showing the damage to the chassis.
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Posted: 2009-11-08 13:17:03
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UPDATE:

I got a response my phone and email from the Customer Service Manager for this region.
On behalf of Sony Ericsson he apologized for the way that my case was handled and said that they take these kinds of issues very seriously etc.

As the replacement phone is working, they are not going to send me a new one. If this one fails we can address it then.
(I knew that was coming)

Will I buy another SE product again? We will see...
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Posted: 2009-11-10 11:04:44
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So, no surprise, my X1 crapped out again.
This time, constantly stalling and losing signal. Caused me to miss a lot of important calls and SMSs

After a lot of arguing on my part, the carrier agreed to send me an X2 in exchange as SE approved a "NEW" replacement.

Hopefully this is finally case closed!

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Posted: 2010-03-17 00:50:20
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