On 26th September 2024, I ordered Sony WF-C510 Truly Wireless Bluetooth Earbuds with Mic from Amazon (Seller - Clicktech Retail Private Limited) and it was delivered on 1st October 2024. From the very first day itself, I noticed that the Left Earbud makes a 'Tak-Tak' or 'To and Fro' sound (in both Music On and Off case) whenever I walk or shake my head left-right and forward-backwards as if some part inside it is loose.
On 19th November 2024, I visited 'Teknoplaza Sony Authorized Service Centre, CD-95, Sector-1, Salt Lake City, Kolkata, West Bengal, 700064' and explained my issue. One of the engineers did the pre-testing of it and said they were not able to hear that sound. I again checked it for myself and was experiencing the same issue then and there itself. I asked them to open it and check it because I am 100% sure that there is some MECHANICAL defect (Not Music or Sound Defect) inside it and that something is loose inside which is constantly messing up my audio experience. They said that earbuds can't be opened, if any defect is found and it is under warranty it will be completely replaced with a new one. I then asked them to at least keep it and check it further if they could identify the defect or not. Initially, they were not willing to accept it and asked me to use it for now and if any problem appears, I can come anytime in the warranty period and it will be replaced if there is any defect. But my point is why do I have to wait for months when I identified the problem on the very 1st day o[censored]sing it and already used it for 1.5 months from 1st October till 19th November? One of the engineers who pre-tested it was adamant on one thing - "What if nothing is found", "What if nothing is found", "What if nothing is found". I said, "Then I will see what can be done next but at least accept it for now and test it for a few days". From the moment the engineer was adamant about "What if nothing is found", I understood that even if I submit it, after 2 days they would say that the device is fine and come and collect it. Still, I submitted it so that at least the first step of visiting the service centre is completed and then I can escalate it further.
On 22nd Nov 2024, I received a call from the service centre saying the device was OK and I can go and collect it. I escalated further by mailing and explaining the whole situation to "[protected]@ap. sony.com" & "SonyIndia. [protected]@sony.com" but today they are saying the same thing that the service centre engineer told me initially. The regional office too didn't even test it and merely responded back to me with what the engineer told me. I am not getting why these service centres are not opening the device and checking for the mechanical defect that I mentioned. When the customer himself wants them to test it by opening it then what is the problem?
If a product cannot be opened then why are they manufacturing such a product which can't be opened if the customer experiences any defect in it? And if they cannot open it for testing then at least they should replace it with a new one (because it is under warranty and just 1.5 months old from the purchase date) and end the topic then and there itself. Neither they are checking it by opening it nor they are ready to replace it. If the service centre engineers are incompetent in opening it then the product should be sent to a higher authority or engineer who has the competency of checking it by opening it.
I want one of two things - EITHER they send it to a higher more competent engineer/authority who can open and check it and then submit a report of its condition, rather than just repeating the words which the service centre engineer said OR if that device is something which cant be opened at all by anyone then just replace it with a new device of same model.
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