Sony Ericsson’s after sales service, err is not so good
It has been a few months since this incident happened. Kuya Migs of migsmobile.net has been asking me to blog about this since then.
It all started when I accidentally dropped my two-month old SE W960i. The whole LCD screen was halved and the phone’s housing received terrible scratches. I immediately brought my unit to Ayala Center Cebu’s Sony Ericsson Concept Shop, the nearest Sony Ericsson service center (MemoXpress) from my apartment in Cebu City. After waiting for almost a week and paying hell lots of monies for the replacement LCD, I was able to claim my phone with it’s display in good working condition.
I first thought that my misery would end at that point, but it did not. I discovered later that my phone’s walkman media key’s, those soft touch LEDs for controlling the Walkman Player, are not working anymore. I was not able to notice in the beginning since I started using a leather Capdase to protect my phone and the media keys are covered by the leather. I immediately went again to the service center to have my phone fixed. My theories are: (1) They forgot to put the part back after dismantling my phone, (2) they broke the phone’s circuitry while replacing my LCD screen, or (3) the LEDs were damaged after the phone was dropped.
I can eliminate the third theory since the media keys were working when I first left the phone for LCD replacement, also, their service report did not state that my media keys are not working (they’re very keen in noting the tiniest detail about your phone’s defects when they do the service report). After a couple of days, the service representative informed me that my phone’s electrical parts (for the LEDs) were damaged during repair. Also according to them, Sony Ericsson will NOT replace the phone nor its parts for free since I signed a waiver stating that the service center will not be held liable for any damage incurred during the process of servicing the phone. WTH??? But that left me no choice. Also, according to them, since the phone’s damage is ‘electrical’, they won’t be able to fix it not unless I allow them to take the phone to Manila, which of course will cost me again time (a month to several months) and bucks.
After a couple of months, I moved in to Manila. I was able to drop by in one of Sony Ericsson’s Service Center in Makati. I was able to inquire about my phone’s problem and was shocked with what I learned. The reason why my phone is not working was that Sony Ericsson’s Ayala Cebu Service Center forgot to put the “Illumination Flex” back into my phone after they removed the phone’s broken LCD screen. That got me mad. After all the damage (time and money) they caused me, it was them who should be blamed. Grrrrrr…
And another thing, I emailed (using their contact form) Sony Ericsson Philippines about this incident a couple of months ago and I have not received any reply since.
Tweet This
Share on Facebook
Digg This
Save to delicious
Stumble it
RSS Feed
That sucks. So what happened after that?
Reply
Winston Reply:
December 15th, 2008 at 3:53 pm
i didnt go back to SE yet. I left them my number so they can contact me if ever the illumination flex i ordered arrives.
Reply
sofia Reply:
June 1st, 2011 at 5:14 pm
Im not really satisfied with their service (sony ericson SM CEBU).They have many excuses why they cant repair my fon.I called them once and they told me that its ready for pick up but when I arrived at their store it was not fixed yet.They told me to come back tommorrow but it was still not fixed yet.Guys please wake up….
Reply
For a brand like sony ericspn, what they did to you is very inexcusable!
Reply
Winston Reply:
December 16th, 2008 at 9:42 pm
yeah. not good. grrrr… i trusted sony ericsson’s products ever since. i never thought before that this incident will happen. tsk tsk tsk. good products but poor service. really disappointing
Reply
i do hope ayala center cebu is aware of this? if not i think there should a backjob done to your phone free of charge including labor and other replacements etc.. ahh… this is what i hate about poor service after spending much…
Reply
i also have my share of bad customer service with SE.. it is true that they have good products with good specs but they are so lousy in customer service. They dont even have spare parts readily available ..you really have to wait for parts to arrive or look for it in their other service centers…my phone isnt fixd til now…I wont buy any SE phones anymore…i think ill shift to Samsung…
Reply
Perhaps, you will find a lot of related information at the official Samsung site.
Reply
Hmmmm that’s cool.
Reply
Sony Ericsson is the best!!!
Reply
Ala ie, indi kasalanan ng SE yaan, Memo Express dapat managot sa mga kapalpakan na ganyan, ala ie dapat kasi experience technician kinukuha nila hindi mga fresh graduate. Pede ding baguhan basta may training, ala sayang naman pera mo kung ang gagawa lang ie yung baguhan….. ano ba yan
Reply
My c905 earphone lasted for only two months. I bought this is MemoXpress Festival Mall last July2009 and up to now, MemoXpress could not fix it.
Ericsson is the worst service company i have ever seen. It’s employees are not trained well.
I guess, Memo Xpress will victimize a lot of people.
Reply
I thought my BAD experiance with memoxpress was an isolated one. Marami pala tayo. I brought my phone for repairs to SM North branch last July 7, 2009 and up to now after 2-1/2 months my phone has not been repaired. They even told me to call up SE call center to follow up the parts they ordered for my phone. WHAT? Di ba dapat kayo ang gumawa noon? These guys are a bunch of you know what.
Reply
Winston Reply:
September 9th, 2009 at 9:58 pm
I hope they do better next time. It’s so wrong for them to ask you to contact SE. You’re right, it’s their responsibility since you’re paying them to do that.
Reply
mon Reply:
January 6th, 2012 at 9:07 pm
same story with sm north branch,halos 2 mons ung fon ko dun and i was not even informed kung tapos na unit, kailangan sila pa tawagan.After pick up ala pa isa araw sira pa rin.Ibanalik ko kaagad and demand for exchange sabhin ba nman n main branch pa daw magddecide samantalang sila nag aayos at ayaw naman gawan ng endorsement…tsk.tsk.tsk kaasar tlga.
Reply
san po kya q makakabili ng se w350i casing..?
how much po.? and cla na po ba mag lalagay..?
tnx..
Reply
as expected hindi pala maganda ang service ng SE, akala ko, ako lng ang may problem with regards to SE Phone, I brought my W705 sa MemoExpress sa SM-MOA, one week na lng 2 months old na ang phone ko sa kanila, and same thing binigyan pa nila ako ng number ng sony service center daw to follow up pero still nothing happens, nagtuturuan sila… I’m just wandering na nga to report them sa Bureau of Trade Regulation and Consumer Protection.
Reply
yup, service is way below my expectation…I had my xperia x1 repaired, took about 5 months before I got the unit back, and that was after I went ballistic. I even emailed SE and all I got was an automated reply…the url for their support site should be changed to something like “http://www.sonyericsson.com/ignore” or “http://www.sonyericsson.com/what_support?”
Reply
can anyone recommend any sony ericsson repair centers near Calamba City?
Reply
sue them???!!!!
Reply
I agree on that…their employees are not really well trained .They really have a bad service…..They have a good product but their service so annoying.
Reply
i bought a C905 yata yun cant remember na sa tagal. 25,000.. nagkaproblema sa display within a matter of 5 days, ayaw nila palitan e mukhang factory defect, gusto i repair pero ayaw ko, ang style nila e patatgalin para lumampas sa prescribed period ng no return no exchange.so ive decided na kausapin yung DTI, kaya hayun yun tiga DTI tumawag for arbitration, kaso ayaw na ng may arbitration kaya pinaltan na agad. wont buy SE again hanggat memo express ang after sales agent nila.bad trip mag tao jan, magagaling lang pag magbenta. iiwan ka sa ere pag nakabenta na…
Reply
Same here, I bought my phone (SE Xperia X8) and I’m really having a hard time connecting to wifi. When I tried to have it replaced since its just the 7th day that I purchased the phone, ayaw nila – which is really frustrating the lady keeps on insisting that the connection was weak daw.
I tried to compare it to other phones like Nokia and Samsung and they were able to connect to wifi (same spot to ha), pero ung device ko ayaw tlaga. They advised me to go to a service center. I tried to ask if I could just get a new device like Xperia Play pero ayaw tlaga nila. They really provide have THE WORST CUSTOMER SERVICE.
Reply
Migo Reply:
September 2nd, 2012 at 8:14 pm
same here, The X8 has a Software bug. to fix this you must root it and install a Custom Rom(Ginger-Dx). that fixed my problem. Don’t buy at MemoXpress,I bought my phone Late March 2011 at Sony Ericsson SM North Edsa after a day of using it,the software crashed,but they were able to fix it.Fast Forward to December I had minimal charging problems with my X8,but on the 3rd week of January My phone does not charge at all even if use a HTC or Sony Provided cable ayaw talaga.Dinala ko ngayon na MemoXpress sa SM North kinuha nila yung unit tapos tatawag na lang sila kung ano ung problema the next day tumawag sila at sinabi”For pullout due to corrosion caused by water”kahit hindi ba nababasa. pumunta kami doon tapos ang excuse void daw ung warranty dahil tangal daw ung cover ng usb slot at may gasgas ung case, ung excuse nila not-related sa sira.sinabi ko ” kung ang iPhone at HTC walang usb slot cover, sira na ba sila?”. pinaayos ko na lang sa iba dahil maiinis lang ako at baka sirain nila ung phone ko at sabihin “nasira habang inaayos”. di na ako ulit bibili ng Sony!
Reply
Hayss,,with the things i have read?
i’m afraid that same thing happens to me if i would visit one of their service center..tsk tsk..:-(
Reply