A complain letter from me to sony ericsson. 
Is k750i a 5-second phone?
Someone named Kevin Poh, who claimed to be the manager of Wisma
Sony Ericsson service center told me this valueable piece of
information during my visit on Tuesday, 27th of September 2005's
afternoon.
I was there on my friend's behalf to find a solution for his
k750i's insensitive joystick and asked to spoke to the manager of
the service center directly to resolve the problem
immediately.
The counter lady left and went into the room for about 5 minutes
and return to say that the phone was functioning okay and if I
want, I can sent the phone in for "monitoring". I told her that
what she had said was not acceptable as the phone was less than 1
month old and it had been send previously into the service center
for 2 times. I also questioned her which part of my request to
speak to the manager was too difficult to understand.
She then left the counter and asked for help. Instead of a lady, as
I heard that the manager of the service center is Rebecca, a guy
came to me and claimed to be the manager of the service
center.
He demostrated what a dummy I was through demostrating how to use
the faulty joystick and told me about the 5 second rule which I
never heard of. I was clearly humiliated by him demostrating the
use of the faulty joystick and damaging the the joystick
furthermore by applying unnecessary force on it.
Who in the world will apply force on the joystick and hold it there
for 5 second before the function activate? Who would actually buy
such a phone with today's technology?
Instead of calming an already fuming man with a faulty phone in the
service center, Kevin insisted to make me felt like a fool and add
fuel to my already burning anger.
I asked for the HQ contact and address and left with Kevin's
guarantee that the phone was not faulty at all.
The problem was later resolved by the HQ and Wisma Sony Ericsson
real Manager Rebecca on that day. Kevin Poh was the one who verify
the problem and sent the phone in for replacement that day. It
seems to me that Kevin is having problem on verifying problems on
handset, let along resolving unhappiness in your service
center.
That morning, he said that the handset was not faulty at all but
that night, he verify the faulty joystick and sent it in for
replacement.
My question is; do your customers always have to kick up a fuss to
get things done in your service center?
The first time, when my friends phone was sent in on 13th of
September, he was promised collection on 17th afternoon just in
case it was not a software problem but the circuit board failure.
On the 16th, someone called and inform that there will be an
unconfirmed collection delay as it was a circuit board failure and
they need time to order.
After pondering about the matter, we called your call center
several times and requested wisma to call us back to verify the
matter. We waited for their reply throughout the day and no one
answer the numerous alerts that the call center had sent.
We find it weird as they promised collection whether it was due to
software problem or the board failure and yet they called to say it
was delay since they need to order the board.
In the end, we had to go down to the service center to make a scene
to resolve the problem. Then, they fixed the phone in half an hour
time
After a few days, the phone was sent in again for faulty joystick
problem and was collected on the same day.
My question is why Sony Ericsson service center delivered empty
promises, insisted that the phone was okay when it was faulty,
humiliate customers by demonstrating what phone idiots they are,
creating bigger problems instead of resolving them when they are
small, deceive customers and welcome the customers to challenge
them?
What I learnt from these experiences is that one should never buy a
Sony Ericsson product without first having the intention to throw
it away and get a new one when it turns faulty; Sony Ericsson
created the first 5-second joystick phone in the recent years which
beats every mobile phone companies even dated 10 years ago when you
do not need to hold 5 second on the buttons to make a call; anyone
in the service center can address themselves as manager to chase
people away; the managers are always engaged, in meetings, not
around or off whenever you call the call center no matter what time
you call in and the alerts sent by the call center are like letters
thrown into the trash, no one bothers to reply them.
Lucky for me, I am not a Sony Ericsson mobile phone user. God Bless
those who still are.
