Feedback: My experience with Sony Ericsson Service and Repair
I mentioned in my earlier blog that my P990i had a touch screen problem and would require to get it fix at the Sony Ericsson service center.
It will take at least three days to get it repair. Since I do not own any spare phone, I will need to borrow one from them for at least 3 days. They kindly loan me an ancient phone - Model R600! I had no other options but to use that old mobile phone. It was such an old phone and I felt so embarrassed to use it in public. Is a good thing that I carry a messenger bag, it at least help me to use the phone discreetly in public.
Well, is not so much of me having that ancient phone but Sony Ericsson might want to take an opportunity to keep me or other customer in future. Why? When you use a business phone like p990i, you expect a lot from this phone. I would consider that a premium phone compare to most SE models because of the price tag. This phone was purchased late 2006. Such expensive phone you expect good features, applications and stability. Personally I was dissatisfied over the firmware updates, I wonder how many version of the firmware I need to update to get the phone smooth going.
The service staff was polite and professional but the spare mobile phone they loan me does not reflect well on Sony Ericsson. Since I am using a premiere phone, they should at least loan me a set of reasonably good phone.
In my opinion, Sony Ericsson may consider doing the following suggestions to improve their mobile phone loaning service:
1. If phones like P990i, K810 or other new SE models requires repair, don’t loan us an ancient phone like the R600, loan us a better phone or something that was released for at least 2 years.
2. If the mobile phone were sent for service, isn’t a good opportunity for such user to use and review the latest phone from Sony Ericsson. Remember those that buy phone with rich features and applications are the ones willing to pay more for a phone. If the present phone displeases them, they might just move on to the next competitor. Like it or not there are so many mobile phone brands to choose from. Keep your customer make your them happy, loan them a latest phone and request them to fill in some surveys to review the phone. With quality feedback I believe Sony Ericsson will maintain or perhaps increase their customer base.
If Sony Ericsson can improve on the handset loaning service maybe 2 things might happen:
1. You get to keep the customer
2. A word of mouth will spread to others. Isn’t it fantastic to hear SE users telling their friends or share their experience in forums “SE loan me a latest phone; their service fantastic!â€
Hopefully I will not return to the service center to fix the phone again. If I do visit them I hope they loan me a better phone or a latest phone for review. I guess I could only hope 
