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.
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About the Author
Techie Kid is a multi-niche blogger, photography enthusiast, WordCamp 2008 organizer, Philippine Blog Awards 2009 organizer, and Philippine Blog Awards 2008 Bloggers’ Choice Awardee.
December 15th, 2008 at 3:08 pm
That sucks. So what happened after that?
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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.
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December 16th, 2008 at 7:10 am
For a brand like sony ericspn, what they did to you is very inexcusable!
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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
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December 17th, 2008 at 2:17 pm
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…
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February 3rd, 2009 at 11:08 am
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…
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March 3rd, 2009 at 7:04 pm
Perhaps, you will find a lot of related information at the official Samsung site.
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April 29th, 2009 at 3:33 pm
Hmmmm that’s cool.
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April 30th, 2009 at 9:26 pm
Sony Ericsson is the best!!!
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July 16th, 2009 at 8:19 pm
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
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August 25th, 2009 at 3:51 pm
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.
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September 9th, 2009 at 1:18 am
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.
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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.
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