Saturday, August 02, 2008

The Quality Problem of My Sony Ericsson P1i

Updated 8/8/2008:
SE called me today and I was told they had the phone main board changed. But when I got my phone, it was a new one. The staff seemed quite reluctant to admit they gave me a new phone. All in all their service was not as bad as what I read on web. Case closed. :)

NOTE: I went to the SE service center at Simei

------------ End of Update ------------------

My P1i has a broken jog dial recently. Since no product is perfect, I just took my phone to the SE service center without much complaints.

Initially I was told the phone only needed a few days to be repaired, it was reasonable and I waited.

However, yesterday I got another call from SE and was told due to lack of parts, it will take a further 2 weeks. This is clearly not acceptable. Worse still, the phone loaned to me cannot send SMS properly and it really makes no sense for consumers to buy high-end phones from SE if the reliability and service level are so low.

Let's talk about consumer loyalty. I think my next phone most likely will not be SE.


The Soothsayer said...

Quality seems to be an issue with many products these days. Maybe one of the problems is the fact that consumers keep expecting cheaper and better stuff. Perhaps the time has come that companies can't do this anymore without compromising on quality.

Cuppa Chai said...

The problem mainly lies in the development cycle of tech products is compressed to a point testing becomes non-existence. Given the resale-life of a particular hand phone model is hardly more than one year, that model is obsolete before any bug fixes can be applied.

The Soothsayer said...

Broken jog dial isn't a mechanical failure? Don't think you can the development cycle for that.

Cuppa Chai said...

Be it mechanical, software, or hardware, all these need time to design and verify. My gut feeling is the development cycle is so short that engineers just don't have enough time to stress test the products. Worse yet most capable engineers are either retiring or leaving engineering for good. :(