Really Bad Customer Service

  • I don't know where to ask for help about this. I sent my phone for warranty service on Nov 10 to Sony Texas, and the phone arrived on 13 according to Fedex tracking. Customer service called me on Nov 14 to acknowledge the phone had arrived that they would examine the phone. Basically that was the last time I heard from them. After 3 weeks I called the facility, and left them message and nobody had called me. I called xperia support maybe about more than 15 times since then, and had been promised that somebody would called me back, but nobody called me back. I finally got to talk with the supervisor, and he said he could not do anything that he was waiting answer from the facility. Basically I was told to stay put and they will update me when the can without any specific timeline. What kind customer service is that ???



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  • United States- English

    ‎+1 866 766 9374‎(Toll Free)‎

    ‎+1-877-7XPERIA (1-877-797-3742)‎Xperia™‎

    Yes I know where to find and what the number are. These are the number I have been contacting, speaking to, and having problems with. I have ran out of option and that's why I posted here instead of banging at the same wall. I never thought your customer service are this bad.

  • Same situation in India - god forbid if any problem arises with the Xperia Z series phones because they can't repair it, and there will be no response from their customer service even after numerous followups. Essentially, you will be stuck without a phone.

    Better to invest in some cheaper phone which you wouldn't mind losing - investing in Sony only makes you lose your peace of mind. I am surprised they call this a premium brand.

  • questions.ph@support.sonymobile.com

    To Me

    Today at 2:30 PM

    Sony Mobile

    Support Sign up Software Update

    Dear Jesus,

    Thank you for contacting the Sony Xperia support centre.

    We value the importance of your concern and we are here to assist you.

    In response to your query regarding your Xperia U phone issues and repair status, let us inform you that Sony has a one (1) year warranty only. The extended warranty depends on the dealer. Also, Sony does not support one to one exchange. However, we advise you to visit or contact our Main Service Center in Pasig for your phone repair status. You may look for Mitch or Bing.

    Below are the contact details of our Main Service Center in Pasig

    Telecom Concept Incorporated

    2nd Floor Starmobile Bldg

    #70 San Rafael St. Kapitolyo

    Pasig City

    4708333/4708686

    Mobile no's:

    09164896410 (Globe)

    09478721750 (Smart)

    093 36467775 (Sun)

    Monday - Friday 9am-5pm

    Saturday - 9am-2pm

    We apologize for the delay and any inconvenience caused.

    To learn more on how we can support you, please visit our Xperia Care at www.sonymobile.com/support. For further assistance you may also contact us at 1-800-1-853- SONY (7669) or (632) 479-9777.

    Kind Regards,

    Kei Ong

    Sony Xperia Customer Services

    Contact Us | Legal

    Copyright © 2012 Sony Mobile Communications AB. All rights reserved

    Sony Mobile - Make Believe

    [THREAD ID:1-HPJFPO]

    -----Original Message-----

    From: jbc_caro@yahoo.com

    Sent: 30/01/2014 13:49:15

    To: questions.PH@support.sonymobile.com

    Subject: Phones Question to support

    From: <jbc_caro@yahoo.com>

    Subject: Phones Question to support

    Phone model: Xperia U

    IMEI: 355114050863232

    Message:

    I owned a sony xperia U and purchased dated March 13, 2013. I am very unsatisfied with the unit sony xperia U. Around September, I had the unit repaired at SM CITY NORTH EDSA, THE ANNEX, MEMOXPRESS 5TH FLOOR, PHILIPPINES. I was told that it has mechanical problem. Parts will be ordered overseas and it will take a month before the unit will be fixed. I did not received my unit until December 2013. Now, I returned my unit again at the same service center for repair. I talked to Manager Liezel regarding my phone but she told me that they sent the unit to TCI - TELECOM CONCEPT INCORPORATED company for further mechanical repair and analysis. When I purchased the sony xperia U, I also purchased the front liner xtended warranty for parts and labor . It is a headache owning this unit, since most of the time it is for repair, and again repair. I told the the manager if they could replace it with a new one since I cant even use it, I am still using my old mobile phone. The charger is not working too and it is also in the the service repair. They told me they will not replace it but repair it. How many times will I keep going to a service repair of sony. As you can see, its a hassle for me to travel 5 hours that far for just a repair of this unit, its a waste of money and time. Please call the repair center and have them replaced my unit. Im very very upset with this unit.. Please let me know on what should be done. Please replace my sony xperia U and accessories while it is still under your terms and conditions. thank you.

    Job order no. 1166115

    phone model: ST25i

    Imei 355114050863232.

    Additional information:

    First Name: jesus

    Last Name: caro

    e-mail: jbc_caro@yahoo.com

    Phone number: +63165338194

    City: gapan city, nueva ecija

    Postal code: 3105

    --

    Recipient: questions.PH@support.sonymobile.com

    This mail is sent via contact form on Sony Mobile US http://www.sonymobile.com/us/

    Reply, Reply All or Forward | More

    ----------------------------------------------------------------------------------------------------------------

    I am very upset and disappointed with sony xperia service centers:

    Memoxpress, SM City North Edsa,

    The Annex, 5th floor

    3321915

    Telecom Concept Incorporated

    2nd Floor Starmobile Bldg

    #70 San Rafael St. Kapitolyo

    Pasig City

    4708333/4708686

    Mobile no's:

    09164896410 (Globe)

    09478721750 (Smart)

    093 36467775 (Sun)

    Talk to Jenny from TCI, and told me that they only replace the touchpad of the unit, co'z that's the only problem they found. I told them that is already the 2nd time that happened to the unit and also the accessories will NOT properly charge. But TCI keep on insisting that it's ONLY the first time and there are no accessories included. I told Jenny to please verify with MEMOXPRESS for info. regarding the unit repairs. After verifying with MEMOXPRESS Jenny called and she mention replacing the motherboard of the unit only. And according to her replacing the motherboard is like a BRAND NEW PHONE! I TOLD HER THAT REPLACING THE MOTHERBOARD THEY HAVE TO GIVE ME A 6-12 MONTHS WARRANTY OR JUST REPLACE MY UNIT! CO'Z THE WARRANTY WILL BE EXPIRED NEXT MONTH DATED MARCH 13, 2014. SINCE I PURCHASED THIS UNIT MOST OF THE TIME IS AT REPAIR CENTER FROM OCTOBER 2, 2013 - DEC. 2013 AND JAN. 19 - PRESENT! I CANNOT BELIEVE THE NO RETURN NO EXCHANGE POLICY OF SONY XPERIA! I'M VERY VERY DISAPPOINTED WITH YOUR COMPANY, POLICY, AND SERVICE CENTERS HERE IN THE PHILIPPINES!!! Please let me know on what should be done. Please replace my sony xperia U and accessories while it is still under your terms and conditions. thank you.

  • Same here with my sony z2,, my unit is just two months old brought it Aug 24 2014, and yet i need to bring it at TCI the main service center of Sony which has a poor and slow service, their contact no. is very hard to reach. Its useless, they rather cut their line. I need to repair it due to camera moist on my unit to think that its a waterproof. It's already been two weeks yet my unit still on pending status. The staff said that the parts is still on shipment(i don't believe it, its their delaying tactics!) and again I need to follow up by last week of Nov. Imagine! my unit stuck for more than three weeks without the assurance of fixing it. I am very disappointed to Sony to think that they are in the industry of technology as well as to TCI, the management were poor , seems don't take action when it comes to their customer need. Since TCI is the Sony main service provider here in the Philippines id rather not to buy Sony and not to recommend it to my friends and relatives. Imagine how expensive it was, and yet the quality and service not compensate on what you have paid. A week of service repair is acceptable but without assuring your customer after 3 weeks is a proof that your service center is not an effective and efficient provider. I am planning to sell it right after and buy an Iphone 6 or samsung S5. I have a very bad experience to Sony and TCI, you have no idea how inconvenience it cause to me. I feel like being traumatize due to its expensive cost yet low quality and poor service.

    Im Roldan Villafana

    Service center: Telecom Concept Inc.

    Job Order No: 159106

    Serial No: 354724066073757

    My Contact no. 09192642298/4485974

  • It seems like I'm not alone facing this kind of problem regarding TCI's services sh*t. My unit was also been there for about 2 months by now and they say the parts are not yet delivered. They quote my unit for having damaged front screen which cost 18,000PHP in total payment including labor. Now As I am reading all TCI customer regrets and complaints, I will definitely pull out my unit now. I really hope that they did not do or get anything on my unit. Is there any reports that this TCI did a good job on repairing?

  • Same in Singapore - My Z3 sent to service center since 19th Nov, uncounted calls made, no commit, no eta date, endless waiting and disappointments...

    Repair job no: SEJ8-J14266616 (please don't ask me to PM you as nothing happen after I did that)...

  • Worst in the philippines@ gmall davao - My Z2 sent to service center since 22nd sept, co replies, cannot be reached contact,they promise to me that my phone will be back after 1month..and when I was there after 1month they said to me ur phone is under repair for now..im very dissapointed to the sony.they're all liar..

    Job order#: 156134

    What happend to my phone why it still under repair its almost 2months ago..

    Plssss...make a way...sony company...

  • Hi Sony Xperia Team,

    Please be minded that i call Service Center of Sony but the phone Keep On Ringing, no one answering my phone Calls even mobile phone's. This concerned just to notify you all guys that you keep value on your customer, Simple phone call you cannot answer on it, Big question here is "What is the use of your number Keep on posting but no one answering the calls? Its just complying the standard just to say it has be?

    This is the Address and the list of Phone Number's

    Telecom Concept Incorporated

    2nd Floor Starmobile Bldg

    #70 San Rafael St. Kapitolyo

    Pasig City

    4708333/4708686

    Mobile no's:

    09164896410 (Globe)

    09478721750 (Smart)

    093 36467775 (Sun)

    Monday - Friday 9am-5pm

    Saturday - 9am-2pm

    Useless phone number I've call for almost 2 days, even 1 success call nothing. Im going to escalate this or talk to the highest position who are responsible for Customer Care