I purchased a Sony Xperia Go mobile ( Greatest mistake of my life ) in late Sept'12 , The phone was claimed as a tough phone against breakage ( which I agree and understand depends on the user way of handling the hand set ) however on 12th oct'12 I accidently dropped it and broke its screen so had to take to a service centre in Lajpat Nagar New Delhi ( Pacetel Systems PVT LTD ) , when I reached the service centre I was told that I should first call Sony customer care to get a repair number and only then they should be able to help me so I called up Sony and managed to get a repair number ( IVR - Wait - Hold -Not understanding Agent -Back to the queue in Service centre ).After I provided them the repair number they told me that I will have to wait for almost a week as the part ( Mobile touch screen ) was not available ( which I understand - not all parts could be available all through the year)
The very same day I received a call back from the service centre to get an approval from me for the cost of the part and I gave them my consent.

After almost 4 days I called up service centre and was told that they had not received the part yet and asked me to call up Sony customer care (1800-3000-2800) and then the journey of my worst customer service experience started.

Call 1 -My call was routed to a call centre in Rajasthan where the agent told me that the part was in transit (which I understand is already dispatched on its way to the service centre) and I should get my repaired mobile same day next week.

Call 2 -Another agent in the same department informed me that the part is pending and he cannot see anything else on the account ( I asked him the last agent told me it's in transit was she not giving me the right information and he said "Yes") and asked me to wait for few more days. I asked for my call to be transferred to his supervisor and he said that no supervisor was available and I should call back in some time. When I said I can hold till the time supervisor becomes available he transferred my call to someone who said he was senior executive repair but sounded even worst then the agent who transferred the call. This so called senior executive straight away told me that it will take another two weeks to which I responded "Are you stupid?" (My apologies that was not for him but Sony India).

Call 3 - Short Call - I did not have much time on my hand but called up Customer care to after ten days to confirm if the mobile was ready and was told that it shows its pending some time . I disconnected the call as had no time to bang my head with another agent / supervisor.

Call 4 - This time again I was told that the part has been dispatched ( thank fully the agent did not say that all he can see on the screen is its pending part ) I asked for my call to be connected to supervisor and again the agent said that the supervisor was busy and but when I opted to hold he finally transferred my call to another supervisor who answered my call after almost 5-8 minutes and told me that he has escalated the issued and guaranteed that I should get my phone on 31st of oct'12 and I reconfirmed the same and told him that I would not call up customer care but would directly visit the service centre and collect my hand set and he said "Yes"

Call 5 - As expected the hand set was not ready so I called back customer care and was told that "its pending some part" so like a habit I asked my call to be transferred to a supervisor and like a habit the agent said the supervisor was busy and could not take my call at that time and now as I know the trick I agreed to hold the line for as long as it takes for the supervisor to come on call so the agent instantly transferred my call to another senior executive who said that he is going to call some other department and placed my call on hold and my call was disconnected / dropped off / the agent hung up while I was on hold.

Call 6 - I called back right away and asked for my call to be transferred to the same supervisor I was talking to and I was told it was not possible as he was busy on another call ( this was when I called back right away and assumed that the person was talking to another department for my issue ) so asked for my call to be transferred to some other supervisor and as always I was told that it would take time and as always I opted to hold and as always my call was transferred right after I said that .This time the person who answered the call said that it will take another week for the part to be delivered but he cannot give a date. Having lost all my patience I asked for the call to be transferred to a manager or someone the supervisor reports to and was told they are in a meeting and cannot take my call when I asked for a managers name so that I can directly ask to be connected to him when I will call back the person said that he is not authorized to give names to the customer ( RTI ) and his manager would call me back in 60 minutes which has not happened as yet though it has been 10 minutes over an hour since the time I last spoke with them.


This has really been the worst customer service experience of my life and I am going to harp against Sony mobile on all the social websites and to everybody I know in my social circle. Your service makes me feel that your toll free number makes me travel back in time to may be about 20 years back when things took that long to get a simple task. It was truly my mistake that I bought a Sony mobile.