topic Re: Neglect with the customer... and Sony bad marketing in Other/General

Display Scratches

Caducassau — Wed, 24 Oct 2012 14:05:03 GMT

Dear Sony Team,

I would like to shine my dissatisfaction with the product Xperia S.

I'm sure this is not the ideal channel for this subject, but as a portal of communication with their customers, I understand that complaints and suggestions identified here should follow some process to those reach those charged in each case.

Last month I bought a Sony Xperia S, which has a beautiful design, like everything that Sony produces. I was seduced by the beauty of the product, its performance speed running apps, and camera quality.

However, one of the selling arguments of the product is its "resistance to scratches." My phone has barely 1 month of use and its display is completely scratched .. and I only put it in my pocket and, eventually, briefcase or backpack.

I hope that you understand that the consumer would not be poorer in spend 10 to 20 reais (brazilian currency) buying a protective film layer ... even more to protect a product that cost over $ 1,500.00 reais. The issue is that the brand has (or had) so much credibility that the consumer believes the sales pitch, and wont purchase the protective film ... the result is the device damaged ... such a failure of communication and marketing strategy.

While a conscious consumer and loyal user of Sony products and Sony Ericsson, I understand that this unit marks the beginning of the adventure of the organization in the world of smartphones, but it's unfortunate to treat the user as a experiment, and even more, not offer alternatives and fast solutions to their problems. In Brazil we have a website called "Reclame Aqui" (Complain Here) and the number of cases are increasing exponentially, and many others costumers are making a lot of bad comments about Sony because of this and many other issues that the product shows.

The GSM chip is smaller than that of older models of Sony, this compromises the use of other devices. Thus, the instruction I received from your Support Center is taking the product to a outsourced technical support and wait for the repair that will take at least 15 days.

My dear ... I work with my phone, nowadays it is impossible to remain incommunicable, and at the same time, I can not get the chip and put it on another device because it is not compatible ...

The position that I wish Sony had was simply exchange my phone for a new one where I can buy my protective film layer and then have no more unhappy surprises ...

Not to mention several bugs and eventually stops that the phone shows ... occasionally the phone stays silent, lost internet signal and only get back when I reset the device, sometimes when I turn on my phone it plays a random ringtone without stopping ... BUT ... I'm not complaining about those issues, electronics in general are full of surprises and always have some kind of defect .. since it does not harm my experience as a consumer and loyal user of Sony, I won't open complaints about this problem ... even though many similar cases have already been flagged in "Reclame Aqui" Complain Here ...

I sincerely hope that it is possible to exchange my phone for a new one. I live in Rio de Janeiro and near me, in Barra Shopping Mall, there is an official Sony store that upon request of the company, could effect this change.

I appreciate the attention.

Carlos Eduardo Cassaú

Consultant in Corporate Sustainability

br.linkedin.com/pub/carlos-eduardo-cassaú/28/559/785

Re: Neglect with the customer... and Sony bad marketing

Samuel1 — Thu, 25 Oct 2012 09:36:57 GMT

Hi,

I understand that you're unsatisfied with your phone if it's scratched after just a month of usage. Just to clarify, is it the actual screen that's scratched or just the pre-mounted shatter guard? Most customers who find their phone scratched have not removed the shatter guard mounted on the display. This shatter guard is not scratch-proof, it's the actual display that is. If you look closely around the corners of the display and around the microphone, you should see that there is most likely a protective film mounted. Remove it (it's mounted in the factory so it's pretty well mounted) and you have the scratch resistant display.

Please reply if you have any further questions.

Re: Neglect with the customer... and Sony bad marketing

Caducassau — Thu, 25 Oct 2012 15:52:52 GMT

Hi Samuel,

I'm sorry for such an inconvenience.

I've now removed the shatter guard layer. I haven't noticed it before.

I hope the screen dont get scratched... anyway, would you say that I should put a new protective layer instead of letting the glass with no protection?

Thank you so much.

Carlos Eduardo Cassau

Re: Neglect with the customer... and Sony bad marketing

Samuel1 — Fri, 26 Oct 2012 08:01:20 GMT

Well, the screen is scratch-resistant so it's unlikely that you will get scratches on the screen itself, but it is still possible to get scratches on the display in some cases - it's not 100% scratch proof. As far as I know there's no display yet that can guarantee 100% protection. So to be all sure that your screen will stay clean forever you can use a invisible shield or similar display protection. It's cheaper to replace a protective film then replacing the actual display. Personally I don't use screen protection, the display itself is tough enough for my use. As long as you don't keep the phone in the same pocket/bag as keys, coins or items with very sharp corners you should be all right without any extra protection.