samuel sent a message to Kazuo Hirai President and CEO, Sony Corporation – email address that said:
good day MR Kazuo,
I am sorry to bother you on your busy schedule, but i felt i had no choice but to escalate the issue to you as i am very unhappy. i tried resolving this with customer care but they never showed any interest in assisting or investigating the matter. to cut the story short, i had a sony T3 on contract with MTN that i bought the beginning of last year, few months later the devise started loosing network and it eventually died and i took it to the branch were i bought it. it was then taken to sony for repairs, they then gave me a new one saying the mother board has died.i then used it for few months and it also started loosing signal and died. i took it to the very same branch, that time it was still on but with no signal. the same lady who helped me the first time assisted me again and she confirmed that is the same problem. they then took it to sony, this time it was rejected because it was damaged beyond economic repair. meaning the cost will be more for them.when i went to fetch it from the branch it was badly broken on the back, i then said to the branch manager my phone was not send like this, the lady who assisted me also confirmed that it was not send like that. even on the MTN assessment sheet that the lady did was not broken. they then told me to go the the repair center, when i got there they told me that the phone was received broken from MTN and that MTN must fix my phone but confirmed that the problem is still the motherboard just like the first time but they cant fix it as it will be costly to them. i complained to MTN but never got any response from anyone. i then then contacted sony customer care to intervene ,they then requested evidence of pictures and assessment sheet from Mtn of which i did. i requested that the matter be investigated so i can know exactly who damaged my phone between MTN and sony and why did i experience the same problem on two different phones which are the same but different results. the matter was not investigated because i went to the branch were i bought it to find out if sony contacted them concerning the issue and the manager said no. i then spoke to the consultant at customer care and they told me they only rely on SSS repair center information and sorry they cant help me. i am still going to pay for the phone till next year.i had no choice but tp get another contract from Telkom with a different brand.i have been renewing my contract with sony, but i felt i am not being taken serious that is why i decided to change after so many years. the question will be how many people change from sony to other brands because of bad service. unfortunately i will have to pay for the contract till next year.
