CONSUMER COMPLAINT

My complaint is about the Sony Xperia smartphone that I bought for Rs 38,000. The phone, as confirmed by the customer care centre, is within six months’ warranty. However, when I took it for servicing, the service centre refused to accept the phone as its logo had come off. As it was within warranty, wherein the company claims it will replace the phone for ‘accidental damage’, I took it for exchange to the company showroom. There they termed the damage ‘cosmetic’ and refused to change the phone. However, if the make of the phone is such that its logo cannot remain stuck, it is a fault in the design or make of this particular model and the company should replace the same.

I feel cheated and my phone looks like just another Chinese phone without a logo.

Sony’s head office too is refusing to accept the phone, describing it as cosmetic damage.

Amit Jain This is a case of unfair trade practice wherein the company is shying away from abiding by its warranty commitment. We hope Sony will deal with the matter to the satisfaction of their customer. If unsatisfied, the customer may appeal in the consumer court where this case will most likely be heard in his favour. This mail is a last resort from our side after several failed attempts to negotiate with Mohan at Chennai office and Himanshu at Mumbai office of Leo Movers and Packers. We are greatly disturbed by the loss we have incurred due to the company’s carelessness.