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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

EDIT: Check first post of PG 2 for update.

First off let me say I had been a loyal SE fan for years since I bought my first t68. I have owned dozens of phones since then over the years and have purchased every p series phone (except the p1) as my needs increased. I still own many of these phones.

I bought an X1 and I got one of those infamous week 44 X1 models. I use it to keep on top of my emails and keeping in touch with clients, GPS etc. as I am not always near a computer. I was very happy with it and even convinced several of my colleagues to get an X1, half of whom have started having issues with their phones (that's another story).

My case finally cracked after 8 months despite me taking extra care of it . So I contacted X1 dedicated service. They told me to contact my point of sale first (defeats the purpose of being dedicated service). So I did that, got a service order number and sent my phone in by post to the service repair place and got it back in around 10 days. Now this was just before I went to London for a business trip and I should have taken a closer look at the phone. When I arrived in London, I noticed that there was a chunk missing from chrome part of the chassis itself. This was where someone would insert a tool to open the case or something. I was pissed! How can you send a phone back damaged to a customer? To add insult to injury the GPS refused to connect to a satellite!!! I resorted to using paper maps, something I wanted to avoid, oh well...

After getting back from London, I contact X1 dedicated service again, this time no reply from them. So I write to the general SE supports describing the events. After a good part of a week, I get a reply telling me to contact the point of sale again. So after a week (as I was too busy) I again contact my point of sale, get a repair order and send it in to the service depot. The very next day somebody from SE calls me (he wont give me a direct number or email to reply btw) and says, send it to us and we will ship you a new phone. I told him the service depot has it and to contact them. The service depot contacts me saying they have fixed my phone and are going to send it back. Next day same dude from SE says they told the service depot to send it back to them so they can send me a new phone.

So finally at the end of the week same guy from SE calls and says he has shipping confirmation from DHL and I will have my phone on Monday. So, seeing as I deal with DHL a lot, they always show up first thing in the morning. So I stayed home and waited on Monday morning and thought to myself I can do my stuff in the afternoon, after lunch still no DHL! I have to write to the general SE email as that guy refused to give his email or number, and have to wait again! After 4pm, he says by email "sorry for the confusion but it was sent by regular post" and then gives me a tracking number. The parcel was scanned in 2 hours before he emailed me, it was never sent on Friday. How could he even say that he has shipment confirmation when it has clearly not even been sent out on Friday??? Thanks for wasting my entire day, I waited for DHL getting pissed at DHL when it wasn't even sent via DHL! Does it stop here? Nope!

I tracked the package and went personally to the post office depot the next day and picked it up myself as I did not want to wait yet another day for it to arrive. So what did I get in the mail? An X1 alright... a WEEK 40 model and it had greasy finger prints on it, it had dust and fuzz in every crevice and even in the headphone jack which also had scratches in and around it! Further more I checked the service info and it has several hours of incoming and outgoing calls shown. New phone my ass! This phone is refurbished! Lie after lie in this situation!

DEDICATED SERVICE? To what, dedicate yourselves to screwing people over? The X1 is supposed to be a flagship model and it carries the price tag with it, I deserved better than this! I scoured the net and I am not the only one who got a refurb despite being "promised" a new phone after similar issues.

Shame on you Sony Ericsson! You have lost a loyal fan and I will tell everyone who asks me if they should get the X2 or X10 to steer clear of SE and share my experiences with them.

Here is a picture of the damage when it was returned (after being repaired) the first time. SE has a copy of this picture, I sent to them when I made the first complaint-


[img=http://img26.imageshack.us/img26/7225/closeuphdrmed.th.jpg]

Update! Post 15

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Posted: 2009-11-06 20:25:24
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EDIT: Moved, thanks Masseur

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Posted: 2009-11-06 20:43:48
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My Suggestions:

1. Write a mature and formal letter to SonyEricsson
- particularly to a) Chief of Marketing, Head Designer, and Head Engineer, along with Main point of contact of X1 Dedicated Service. Make this a hand written letter to Chief of Marketing, and duplicate this to the others via email. It'll take some research to find the correct emails but it'll be worth it trust me.

2. Specifically include in the letter and email (links are footnotes) that you've posted this thread on the worlds most popular and noticeable SonyEricsson site/forum other than their official site. Specify that no matter how much paid advertisement they make ... word of mouth from 1 loyal fan to many others is VERY VERY priceless and seriously can have a negative impact on their bottom line.

3. Mention the competition - specifically with comparison of features and retail pricing (along with contract pricing with your choice of carrier). Tell them that even though the SE X2 was more expensive you prefered the design of the arc slider for the keyboard orientation (that you've experienced in the X1); you where willing to pay more. Now that you've been scorned by POOR service for which you paid for in the premium price of the X1 (which should be within the warranty) that this has led you to post your issues for the community to take notice and be warned by this poor business practice.

PS: It helps to have a name included in the reps that denied you X1 premium service when you called & the date & time along with the name/rep #. This is not to get them in trouble but to lower the thought of "yeah right" in their staffs mind - which this denial of service could be a common mistake.

Again this hurts as I have HIGH hopes for the X2 becoming successful and your issues - but it WILL be worth it. Especially if more people experiencing valid denial of service posts in this thread and also writes + emails in.

Also try to get the international numbers - record the phone conversation (for your records). Then send in another letter via email and another voicemail (calls will most likely be initially screened due to busy schedules). This record of tracking HELPS and you will get something done. better service: extended even a significant discount for direct online purchase towards the X2.

It doesn't hurt to try and WILL get attention.
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Posted: 2009-11-06 20:54:23
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^^ Thanks for the advice ^^

I was wondering if I should even bother to write to them again. I think I will now.

Anybody else have something like this happen?

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Posted: 2009-11-06 21:21:44
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Sounds tough...I've only experienced SE support by email when my K850i got BROD. The email sounded so automatic, but the 'guy' said that they'd received no other complaints about this problem! When I know for a fact so many K850i users suffer from this problem, an actual joke. They just told me to send it to them and gave me a list of instructions to packaged it. I never did this of course and fixed it myself using SEUS. Simple. They could of told me that? No. I had to do my own research. Then a few months later I suffered a hardware fault, where the camera button went haywire. emailed again, got no reply. Emailed again, no reply. Finally third attempt they replied. They did not suggest anything just said send it to them AGAIN with the EXACT instructions they'd told me previously (hence I presume it's automatic, or they must have like a template). I was tempted to do this, but instead researched again and found out the keypad membraine needed replacing. However I opened it up to take a look and saw the problem, but tried to fix it before I bought the item. I managed, problem solved. What I would really love, is for some decent service where people actually know what they're talking about. How amazing would it be to have actual technicians telling you what problem you've got. I understand they don't want people fixing problems themselves, that's not what I'm saying. I bought a high end product and any problems I have with it, it should be my right to have decent support available to help out. I do take on board that they have a large number of emails, but they should spend more money on it, instead of trying to cut back so there is more profit for them, great. That's sony ericsson, they think they can just get a new flashy website and make.believe brand and that's all they have to do, they don't bother improving the quality of their products or the quality of their service, maybe that be'd money better well spent Anyway that's about the biggest problem I've had so far (nothing as bad compared to yours )

Prom1 suggestion is really good, he made some good point about what your next step should be, I can't really say much more myself to help you, sorry.


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Posted: 2009-11-06 23:06:42
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I used to work at the SE contact centre and know the vast majority of the email responses are templates chosen by the agent. It's VERY rare that you get an un-templated response.

I got very fed up as an agent having to tell people the same old crap every day. But we had to stick to the templates.

Especially as I knew a lot about the handsets/software/modding but couldn't relay any of that information for fear of losing my job.

Generally, if I knew no-one was remote listening to me, I would point people to this forum for extra help that I couldn't give.


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Posted: 2009-11-07 18:07:29
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Using templates is one thing, what about straight out lying to the customer? That surely cant be the norm can it?
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Posted: 2009-11-07 18:42:08
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@Prom1
Great suggestion.

@prodjsxb
Please write to them again. You should send the email to the managers as well. Tracking down those emails takes some time but it'll definetely worth it. Then they have to respond. I'm planning to buy an X10. Now I have second thoughts after reading what you have been trough.

Good luck BTW.
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Posted: 2009-11-07 18:47:46
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^^ Thank you. I am working on that right now. ^^
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Posted: 2009-11-07 20:21:30
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I am sorry to say but after reading your post what I think is that someone outside of SE has tricked you...

Did you got a receipt or something from SE when your X1 was replaced??? You know the one mentioning what has been repaired and all??? If yes, does it mention the new IMEI no. of your replaced X1???

To me it seems that some guy already had a X1 and he took your X1 from the service center and sended you his old X1 to you...

The reasons I think he was cheater:
1st- What is this guys at SE??? Also, he didn't gave any contact details, why???
2nd- Your X1 was with SE service center then he could have simply told the guys there to send you a new X1. What was it all about first sending your X1 from the service center to that guy???

I might be wrong but to me it very much seems some guy has played a smart game with you...
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Posted: 2009-11-07 20:55:57
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