Last year I purchased a refurbished Sony Ericson cell phone from AT&T. This cell phone broke within a month of the warranty expiring, so I purchased a brand new (Sony Ericcson) phone to replace it. I just figured the first phone broke down because it was refurbished, so I needed to buy a new one to get the quality I desired.
The new phone never worked right. It had little problems that I just ignored until I found out that I was not receiving all of my calls. Of course according to Sony Ericcson, that was the fault of my phone service provider, but I tested it on more than one occasion with different phones with the same service in the same location. While their call went through just fine, my calls only came in one out of five tries.
The other problems that I was having with it were: when a call rang through and I wanted to send it to voice mail, I would push the button to send it to voicemail and it would mute the ringer. It would display the message, "ringer has been muted for this call, would you like to send it to voice mail?" And when I would get voice mails, the phone would continually remind me that I had a call even though I acknowleged that there was a message. It would even continue to notify me that I had a new message after I listened to the message. The only way it would stop the notification was if I actually listened to my message and immediately deleted it.
Those two problems alone didn't make me return the phone, but not getting my calls was a serious problem. When I explained all of this to their customer service department, they had me return my phone to a service center in Texas.
About ten days later I received a replacement phone in the mail and the note the customer service agent wrote regarding my problems with my old phone were, "Doesn't receive all calls and has problems with voice mail." How are they supposed to fix the problem when it is not even described correctly? They made it sound like it was user error. Anyway, the phone that they sent to replace it was not only REFURBISHED, but also has a piece missing. The piece that holds on the battery cover is not on the replacement phone, so it won't stay on. When I contacted customer service about that they said that I shouldn't return it because it would be considered physical damage which would be considered my fault!
First of all, I am LIVID that they replaced a new phone that never worked with a refurbished phone. I don't trust their refurbished phones because I have already had one break and now this second one is missing a part. Besides, how on earth can they refurbish them correctly when they aren't even told the true nature of what is wrong with them in the first place? They should replace a new phone that doesn't work with a new phone!
I e-mailed their corporate headquarters and they referred me back to the US customer service number. The customer service agent told me that it is their policy to replace ALL defective returns with refubished product. Is this the kind of company that you want to do business with??? I don't think so. PLEASE JOIN ME IN BOYCOTTING SONY ERICSSON'S CELL PHONES AND OTHER PRODUCTS!
I was reading in Forbes Magazine about how their former CEO, Kurt Hellstrom, was bemoaning how low their market share for cellular equipment was. Now I understand why it is so abysmal. Their company should be buried if this is how they treat their customers.
Please also read rip off reports for sony!
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