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I am currently venting a lot of steam...
Today during the installation of a large machine at work, I left my TyTN on top of it whilst some contractors moved the 3 tonne equipment. Someone then put something heavy on top of my shiny new TyTN and next thing I know.... Screen smashed :shock:
Needless to say, I was speechless, and still am mortified.
Anyway, After coming to terms with the fact that no fancy reg hack or rom update is going to repair the screen, I realised that I am going to have to somehow have it repaired.
In essence, the LCD is not fractured. It appears that it is a glass cover over the LCD, but below the touchscreen sensor layer. I can't use the touchscreen over the smashed part but the LCD seems to be absolutely fine.
At some point, I'm going to need to send it off to somewhere for repair, but I don't yet know where to. Does anyone have any experience with physical repairs / costs / delay times of this nature?
It is my guess, that there are not many service centres in France where I live for HTC but maybe someone knows of an easy way out of this appalling mess?
Incidentally, I'm /trying/ to make an insurance claim through the customer, but they are so far unhelpful.
€850.... pah.... Gutted....
Rant turned into Repair centre test....
OK, so I've calmed down a bit now... and have decided to turn this into a repair centre test - just in case anyone is remotely interested in my woe - or indeed the performance of french HTC repair centres
I sent an email using the form on the HTC support website this evening telling them of my problem and asking about the best / fastest way to get the phone repaired.
I am located near Grenoble in France so we shall see just how well this proceeds - and how much cash I have to throw at it.
If anyone thinks that this is a waste of thread.. then let me know and i'll not post any updates
I sincerely hope no-one else damages their TyTN.... it hurts!
I think many will like to know about your updates.. and good to have a thread to 'point' to whenever someone has the same problem. LCD replacement is a common problems.. so common that they are selling LCD spares on eBay.
Ah thanks for that.
Anyway - just to report.. no reply email so far from HTC.
Re: Rant turned into Repair centre test....
rmorby said:
If anyone thinks that this is a waste of thread.. then let me know and i'll not post any updates
Click to expand...
Click to collapse
But on the contrary, I am very much interested in your future reports about HTC repairs. And of course I wish you luck!
Cheers
Daniel
Good luck with a reply rmorby.
I dropped my TyTN last Friday (8th September) and emailed the HTC service centre in the UK via the website on the Saturday. Today, one week later I am still waiting for a reply!
I rang the UK service centre on Wednesday (13th September) as I had not had a reply and was told that the IMEI number for my device was for a Dutch handset. I was told that I would therefore have to speak to Danguard in Germany to get it fixed! The operator went on to say that the Danguard phone lines we down and that I would have to email them!
That I did, on Wednesday, but am still waiting for a reply from them too! I rang Danguard in Germay on Friday - only to get a permanently engaged tone!
Come on HTC - what is going on with your support!!! :twisted:
I'm much luckier. I had a problem with mine and had the UK service center to have it fixed. Mine is UK and under warantee. On average, it takes less than a week for them to fix and return. Although I have to send it back twice. That's, first, it was a dead speaker. Then, after I got the unit back, the there are something wrong with it that the in speaker mode, the unit gets very hot and drain battery like mad (e.g draining battery while in AC mode). After the 2nd time, it works like charm.
Well Christos, I sympathise greatly. I haven't had a reply yet from them either. I'm in France, and bought the device in France, but I guess no-one's on email at HTC. I'm going to be giving them a call on Monday to see if I can progress this. It's really frustrating not being able to use the touchscreen and having a dirty big crack over the LCD.... I think this is going to be expensive...
At least, like Hanmin said, if it just takes a week to sort out when they finally get going, then that's not too bad.
unbelievable.... I'm just stunned
Well, I haven't added to this for several reasons... Firstly, I'm on nights for a while and secondly... I've had very little news.
Since the 13th September I have had an insurance claim in for this. This is insurance from the shop I bought the phone from (FNAC) and I have sent the telephone to them for evaluation etc.
To cut a long story short, they periodically sent me automated emails saying that they were progressing it etc. They also appear to be using a QTEK repair centre because they called it a QTEK 9600 instead of an HTC-TyTN, so I hope that they really are the same.
Then - NOTHING.
So I phoned them, and they said that they sent the phone back to me on the 26th October - using a postal service that takes 2 days. I haven't received anything. They gave me a dodgy tracking number which didn't work and when I asked them for a good one, it's going to take 48 hours to find it.
I'm just a little bit frustrated. I want my TyTN back now - and I have no idea where it is!
I think they lost it!!!
Wahoo so sad...
Any good news????
Hope so for you.
I will just smash the shop! Get arrested! Get out and guess what!
Smash it AGAIN!
I can`t belive this disrespect for costumers!
Maybe becose I live in Japan and here the costumer STILL the KING..hope it last forever!
So I've been reading the "let us file a complain to SE..." thread lately cuz well...you guess it...my phone developed a crack.
Anyway, I did see that some people have been getting "reconditioned units" that look worse than the ones they already have.
So, how many of you guys have had problems with the service offered by SE/Authorized dealers?
Really interested in this poll, since I just let my X1 to an authorized center...
However, I must admit that I am really unsatisfied with the repai time: they told me that I have to wait 15 working days! Man, what was the premium price for?!
I sent my phone in Tuesday and they still haven't received the phone even though the service center is 35miles away from here...
Add 3-5 working days to get my phone fixed plus another week to get my phone back...so I think I'm there as well
I got back the same phone after I sent it in for a software glitch that I failed repairing myself. It got back in exactly the same condition and earlier than I had thought.
My X1's screen started blacking out when slid open, so I reluctantly sent it in, having heard a lot about cracked plastics and scratched battery covers.
I got it back in just 3 days, which is apparently unusual even for SE service here. No extra scratches or damage.
Oh, and they didn't notice the Hard-SPL...
Well - i got my replacement through vodafone so it doesnt really count
Reading some of the Dutch Forums (e.g. tweakers.net), the average time is 6 weeks for Netherlands. Some poor guy waited 19 weeks.
http://gathering.tweakers.net/forum/list_messages/1326523/20
That's almost HALF A YEAR.
Mine had stylus crack, battery crack, chipped case in three places.
4 weeks since I sent it in, and counting..
OMFG!
How is that possible???
Jeez man...4 weeks? How is it that you haven't killed them already?
If I don't have it by the end of next week I'm gonna drive there myself and have a talk with them...
wow....this is pathetic.
some of the buttons arent working smoothly these days..which means i am screwed if i send it for repair
seems im d only one wit a good story bout this..i got my phone back like 4 days
I sent my x1 to service because left-right buttons plus all other front buttons and touchpad were getting dead.i have to wait 15 min and reset phone 5 or 10 times to get device normal.f*ck sake!i am on contract with my service provider.they said i must wait minimum 2weeks just for answer REPAIR or Change.afterwards i must wait another 2weeks for repair or get new unit.i am gonna have big fight with SE.i am very disapointed.i am not gonna buy any other sony products even sony movies films
I went to a Vodafone store with repair service. Somehow they are authorized to repair phones for warranty. I only had to show my phone, they ordered the parts and they texted me when they received the parts. Then I could wait for it on location while they repaired my phone. I think that's a great service but it's more thanks to Vodafone. I live in the Netherlands, The Hague.
MAkS1 said:
I went to a Vodafone store with repair service. Somehow they are authorized to repair phones for warranty. I only had to show my phone, they ordered the parts and they texted me when they received the parts. Then I could wait for it on location while they repaired my phone. I think that's a great service but it's more thanks to Vodafone. I live in the Netherlands, The Hague.
Click to expand...
Click to collapse
Hmmm, yes, so:
- SE repair service sucks
- Vodafone is great
But I really think that 4weeks is the maxiimum amout of time I would wait for a repair, not just a phone repair but whatever else. Never experienced a repair time longer than 4 weeks, and I would have been really upset hearing about 19 weeks!!!
But what about the repaired phone? Apart from Vodafone people, in ehat condition were your "new" phone? can you be more verbose than the poll?
MAkS1 said:
I went to a Vodafone store with repair service. Somehow they are authorized to repair phones for warranty. I only had to show my phone, they ordered the parts and they texted me when they received the parts. Then I could wait for it on location while they repaired my phone. I think that's a great service but it's more thanks to Vodafone. I live in the Netherlands, The Hague.
Click to expand...
Click to collapse
Hmmm, u were lucky. This is what the Netherlands is like most of the time Mine was out of contract, but the problem is not the shop I went through in Rotterdam - been getting my phones from them for a few years now. I suspect it's the guys in NL who bought the service contract from Sony.
[email protected] said:
But what about the repaired phone? Apart from Vodafone people, in ehat condition were your "new" phone? can you be more verbose than the poll?
Click to expand...
Click to collapse
Perfectly repaired, but unfortunately now, a month later, I have 3 cracks. The parts are in so I have to go to the store again. I don't want to go to the store twice every month...
Well,
I brought my phone to an SE Service Center around my Corner. The Display shaked a little. I brought it in on the 7.5.09
Those guys sent the phone to the Xperia guys. Seems that only some people can fix it.
Well, I have not got it back yet. :-(
So I called the Xperia line. The told me, that they did not received it yet...
But the guy was friendly. He is now starting to find my phone. We will see what happens.
Cheers
Jens
SONYERICSSON or a Network Provider???
Come on, in order for this poll to have any impact or make any sense, it should include at least WHICH Country and if SE direct or through a Service/Network Provider! Otherwise its just hot air!
I waited 5/6 weeks for my replacement to arrive aftre the sound went completely.
After SE took delivery initially I received an email to let me know it had arrived. Then nothing for a week, 2 weeks, 3 weeks and so on and so on.
The tracking website was never updated and I never received emails updating me on the progress. I phoned them all the time.
After 5/6 weeks I received a refurbished phone which [TBH] is in better condition than the phone I sent for repair, no consolation really.
Yea...WHAT tracking site? They never even acknowledged the fact that they received it. I had to phone today, to find out they got it on Friday. Even though I ASKED to be informed when they would actually get it...nada.
Anyway, when I talked to the representative and told him I want my phone repaired not replaced (because mine is scratch free and in perfect condition otherwise) he was like..."OH...we'll see what we can do"
People, how hard is to replace a back cover???
But I suppose it's good business taking good scratch free phones and replacing them with "functionally equivalent" but with cosmetic damaged ones...
@michaelthemage
The poll specifies SE Service.
And how many countried would you have included in the poll?
In my opinion, in makes no relevance what country you are in (even though I KNOW there are big differences between SE service centers). SE Service is a global thing, having an international warranty (at least European for me) so in my opinion the quality of their services should be viewed as a whole.
I for one bought my phone in France but since I'm doing an internship in the UK I sent it to Banbury.
So I do think the poll does make sense and I give thanks to all who have voted/will vote and who told me their SE related stories.
I got a global warranty card with my phone but it wasn't much help when my screen died. It is supposed to be a vip service for X1 owners where you can get a replacement phone the same day at any SE service center. Not quite. If you're in a place where they don't sell it, don't expect SE in your home country to send one to the service center you're visiting, they will not, period. And if you look close at the support site there's a somewhat hidden page that shows country by country what is (not-) available.
I shipped it off with fedex to the dealer, who said they will send one in return asap if I paid the courier. It cost me about 100 usd. When they received it, they changed their mind and said they needed the original box and booklets... and they couldn't just replace the phone (ten days since I bought it) and let me send the stuff when I returned home. Cheers...
That said, when I could deliver the box I got a new phone right away from the dealer. SE had no desire to help at all.
I don't like buying phones from operators, rather be free to choose who bills me for the calls, but if the operators service team are better at customer care, I may just do that next time.
I wanted to share with people my worst customer service experience ever.
I recently bought an x10 off of someone online and the in-call speaker (ear piece) started acting inconsistent. It would get quiet frequently and was very hard to hear. And yes, I’m aware there is an issue with the level of sound these things produce.
Since I bought it off of someone I couldn’t return it through the service provider. I called Sony Ericsson (SE) and they told me that the repair should be covered under my warranty. So, they gave me an RMA number and an address of the service centre in Newmarket, Ontario to send it to. The place was Flextronics – Canada.
I was told that I would have the phone back within 10 business days, and that someone would contact me if there was any issues.
After 2 weeks, I called SE several times to get an update and received the rudest reps ever. They all gave me this attitude as if i was bothering them.. One rep said it was coming, while the other told me Flextronics had sent me an email with a quote.
A little upset, I asked why because I thought it was covered under warranty. She didn’t know, so gave me the number to Flextronics.
So, I started calling Flextronics to see what was up. Every time I dialled the extension for SE service department, it would ring twice, beep, and then hang up. So, I started calling other departments in the company and the they just transferred me right back, and I would get disconnected again. Then, I dialled 0 and got the operator, who was almost as rude as the SE reps, and told me to call SE for any updates. I told her I was sick of this back and forth, and can I please talk to someone. So she forwarded me to a supervisor. I left a message, and waited a few days and received no call or email back.
Frustrated, I called SE back and told them my situation. The rep this time was nice, and said he would make note and look into it for me and someone would contact me within 24 hrs.
I waited a two more days, and nothing.
I called Flextronics again, and went through the exact same process. And then nothing.
Called SE back again, this time they told me they can’t do anything until I reply to Flextronics’ quote they sent me. I told them I haven’t received anything from them and have been desperately trying to get a hold of someone there. This rep then said he will escalate it to a supervisor.
Again, a few days passed and nothing.
I called SE back and demanded to speak to a supervisor. The rep was being very rude and tried to avoid the situation. She finally caved and put me on hold for at least 5 minutes. I spoke to a supervisor who was just as rude as her reps and took another 5 min looking into my file, and asked me the same verifying questions again. She told me that the policy states the repair is not covered under warranty because of physical damage.
I told her that this was ridiculous bc the phone was in near mint condition. The only physical damage was that there was a tiny crack in the very bottom left corner of the screen that isn’t even close to the call speaker. And when I say the crack is small, I mean small. It was more like a deep scratch.
Anyway, after trying to defend that the crack had nothing to do with why I brought my phone in for repair, she told me it was up to the repair centre. I said, fine. At this point I just want my phone back. She said she will relay the message.
Waited some more, and then nothing.
I repeated this process for 2 more weeks.
The reps kept telling me that the situation would be taken care of and that the case was escalated. Some reps even told me that the escalations were never processed properly. Arrgghh...
After almost reaching the 5 week mark, I left a desperate message with Flextronics and SE practically begging for my phone back.
There is an obvious discrepancy between the communication between SE and Flextronics.
Finally, after 5 weeks someone actually called me from Flextronics!!!
He explained to me why I had to pay for the repairs. Even though he agreed with me, he said that due to the relationship with SE they can’t fix the speaker unless they fix everything! Including cosmetic stuff!
F’n ridiculous.
He asked if I wanted to try and call SE and dispute this with him. LOL. I was like no way, just give me my phone back.
He said they’ll ship it today and i will receive it tmrw. Let’s see what happens....
Because of this nightmare of the poor quality of the device itself, I will never ever buy another SE smartphone again!!!
i have to say thats a nightmare. i am so sorry that happened to u. i hope this doesnt happen to u again. thanks for the warning about se though. thats people i dont want to deal with. i hope u have better experiences with smartphones.
Sent from XDA Premium from my X10a rooted running 2.3.2 gingerbread rom from rdannar
Here in Austria the SE-CCAs (sitting in Germany) are very nice and competent.
The only thing is, when you bring something in for repair, they always just flash the firmware first and send it back to you so you have to bring it in again, however the snd attempt always worked.
And CC in the US are by principle a nightmare and rude. In the best case they are nice but dont get what you want, because they just hang to their conversation script and dont listen.
On the other side I dont want to know what BS they have to listen to every day.
Quote Sony Erisson"Make it believe"...This's the way of SE treating their customer and provide the poor quality of the products,slow update of firmware and iresponsibility after-sales service.My X10 had been sent to the service centre for changing the motherboard which caused the reboot loop more than 1 month ago but i don't have any news whether it's getting the job done or not.My phone's still under the warranty and i think the warranty would be gone after i take back.Somemore,the xperia arc's coming out soon but i consider Samsung Galaxy S2 which's more powerful with dual core processor.I won't drop into the trap of Sony Erisson anymore...
Update: Failed to deliver once again. Phone has still not been returned as promised by Flextronics. Arrrgghhhh
That sucks for you OP, I would raise hell if I were you, you gotta treat them the same way they treat you to get **** done.
Sent from my X10i using XDA App
OP, if I was you, I'd punch those idiots in the face
So, the argument that says "only 10% of SE consumers, you guys, complain against SE 'cause lack of Android upgrades but the 90% of ppl don't care and love SE" dies here. Im pretty sure that 90% of people wouldn't 'love' SE thanks to things like this, no matter if they want Android 2.2/2.3 or not.
I repeat one-more-time: SE, NEEDS to WORK in the human part.
Oh.. I know all about Flexitronics/SE issue. My Phone stopped charging and I sent it into repairs. I too got the runaround and had to be calling in contantly to get any type of headway.
I was informed I would get callbacks, which I never got. Hell they even said I would get a gift for all my trouble - nothing.
My advice is to get someone from Flex and DON'T HANG UP. Refuse to disconnect the call until you talk to a supervisor. Be Polite and never swear - just tell them to put you on hold until a supervisor can speak to you. This will destroy the Rep's Call time stats and they shouldn't be able to just hang-up on you as you have not done anything to warrant such an action.
Good Luck!
Here is my situation with them:
http://forum.xda-developers.com/showpost.php?p=8396874&postcount=48
http://forum.xda-developers.com/showpost.php?p=8574507&postcount=53
http://forum.xda-developers.com/showpost.php?p=8593403&postcount=55
http://forum.xda-developers.com/showpost.php?p=8611836&postcount=59
Yeah dude sorry to hear about that situation, I hope whatever company you buy from next has better service than that.
You didn't mention it on your post, But did they tell you that they have a FLAT FEE OF $185 FOR PHYSICAL DAMAGE? yep, no matter how small that scretch is they'll probably shove that down your throat.
I had my run in with SE Service, luckily for me I had a tad better outcome.
Check out my situation:
http://forum.xda-developers.com/showthread.php?p=12075634#post12075634
Thepuffytaco said:
Oh.. I know all about Flexitronics/SE issue. My Phone stopped charging and I sent it into repairs. I too got the runaround and had to be calling in contantly to get any type of headway.
I was informed I would get callbacks, which I never got....]
Click to expand...
Click to collapse
Yeah, they are the worst.
Update: On Friday, March 11, a rep from Flextronics called me, same guy who I spoke to previously. He actually said "I recognized your voice so I don't need to speak to you."
Before he said goodbye I demanded to know where my phone was bc he promised I'd have it on Thur, March 10.
His reply was, oh well, if you don't receive it by Monday, call us back. WTF?
Any way, I finally got my phone back UNFIXED.
Long story short:
- Sony Ericsson and Flextronics' customer service sucks
- almost 7 weeks without my X10a, only to get it back UNFIXED
darkgoth678 said:
Yeah dude sorry to hear about that situation, I hope whatever company you buy from next has better service than that.
You didn't mention it on your post, But did they tell you that they have a FLAT FEE OF $185 FOR PHYSICAL DAMAGE? yep, no matter how small that scretch is they'll probably shove that down your throat.
I had my run in with SE Service, luckily for me I had a tad better outcome.
Check out my situation:
http://forum.xda-developers.com/showthread.php?p=12075634#post12075634
Click to expand...
Click to collapse
They quoted me $108 to fix the screen, so a lot cheaper than $185. But, I refused out of frustration and principle. I bet even if they had fixed the screen and speaker, I'd still have speaker problems.
Good job on your self-repair btw. I would be too nervous to take any tools to my phones. Bad experience in the past. lol
Looks like SE approved service centers are the same, no matter the country. I sent mine 2 times already because of issues related to the USB connector in the phone (not charging and not having stable USB connection via cable). Got it back 2 times fixed partially, now it charges but the connections still is worthless.
So my sympathy goes to you
Dont Buy a Sony Erisson! 35 weeks in repair only to be returned unfixed
I had the same issue Tase.
Im still very annoyed. Im reporting them to the better business bureau as their service is beyond a joke.
I got two X10s. One for my gf and one for me. Her USB port died after a few months so it went back for repair and they swapped it for a reconditioned model.
Mine died after about 9 months went back and got swapped for a reconditioned model which i wasn't really thrilled about. Weeks later my reconditioned model failed. The phone started just turning itself off and dropping calls until finally it wouldn't even come back on.
I work in my home office and my phone is either in my pocket or on my desk so nothing has ever happened to it plus i had it in the plastic protective bumper case as well.
I sent this phone back in April! I waited for a few weeks and kept getting the run around so in the end i said forget it and went and changed phone providers and got a Samsung Galaxy SG2. I didnt want to pay Rogers $50 to use some old piece of crap when i had paid for a Smart phone.
Anyway i still continued to contact them trying to get an idea when it was coming back. I got told the same as you. "Its been escalated" etc.
Another time the guy said he had no idea why it was taking so long and didnt have any idea where the phone was or what was happening. He promised me a call which i never received. I didnt experience any rudeness but every time i waited on hold for ages and was occasionally cut off whilst on hold.
I finally got the phone back this week unfixed! That's what? About 35 WEEKS?!!!!!!
Absolutely ridiculous! How does it take 35 weeks to do that?
Their excuse is that the USB port is broken and they have said this is physical damage and its not covered.
They must have baboons running the place!
I did not break it, the usb is just crap because they cheaped out and is a known problem with the phone. That wasnt the issue anyways. It wont turn on! I can put a fully charged battery in it and it still does not turn on!
The repair centre are a joke. I should have known better. We had two C510a's before this and when they both broke at exactly the same time (due to needing a system update!) and were both sent back mine was sent back unrepaired stating liquid damage when the thing has never been anywhere near liquid. I fixed it myself in 2mins using the proper update software not the pre bundled crap the phone comes with.
I don't know but they works fine in my country. Bring it and they will replace mainboard or even a phone for you such as can't charge... . However, I think the reason is the Flextronic. Also, you should check the phone before buy it from another guy. There must be something wrong so he sells it. And you have to check carefully.
They are pretty renowned for their poor customer service. Check the arc forum to see what I'm talking about
I had similar experiences with Samsung. It can take ages before you get your phone back. Besides, the people in the service centers have no idea what they are talking about.
Just an example. Here they quote that the Galaxy Nexus is a Google device and when you have questions you should contact.......MICROSOFT.......
Microsoft would be the owner of the OS and responsible for firmware updates
maddes1402 said:
I had similar experiences with Samsung. It can take ages before you get your phone back. Besides, the people in the service centers have no idea what they are talking about.
Just an example. Here they quote that the Galaxy Nexus is a Google device and when you have questions you should contact.......MICROSOFT.......
Microsoft would be the owner of the OS and responsible for firmware updates
Click to expand...
Click to collapse
TROLLOLOLOL.
Or maybe cat got its tongue (or something like that)?
I have had 0 issues with flextronics, but I am often in Newmarket and I just drop in and ask them the progress .. they are not able to hang up if you are standing right there. Was this a x10a or the x10i?
Darth Glacious said:
Looks like SE approved service centers are the same, no matter the country. I sent mine 2 times already because of issues related to the USB connector in the phone (not charging and not having stable USB connection via cable). Got it back 2 times fixed partially, now it charges but the connections still is worthless.
So my sympathy goes to you
Click to expand...
Click to collapse
Ah ah ah, not so fast. I have gotten my x10 replaced free of charge not once, but twice for motherboard related problems in the US. I was under warranty and they respected that. After sending number one in for repair they told me that they would rather replace the device as opposed to reparing the damaged one. They sent me a brand new x10. This lasted about a month before it too began to experience random massive overheating, reboots and eventual failure to charge, boot or respond to any input whatsoever. Say what you want, but I have two x10s and a fully charged battery from the one that never had to be replaced didn't work in the damaged phone either. Anyway I called se up again. Of course I was still under warranty, so they replaced it again. This time I got a device that performs admirably, taking the highest overclocks I can throw at it with custom kernels.
This experience has not impressed me with the general build quality of the x10, but it showed me that at least some reps from se are interested in customer satisfaction.
Then again, maybe they outsourced to some of willy wonka's oompa loompa's!
Sent from my X10 using XDA App
Companies almost never hold up their side of the warranty sadly =(. I actually find apple to be one of the better places for customer service . Anyhow i usually just contact Better business bureau if they don't do what they say they'll do. They sort things out for you . One of my friends said just threatening to use BBB works too lol.
Ok, my story with Z3 Compact ended not even started.
Yes, I got lucky and my screen cracked on itself without any force.
And it looked well as sony accepted the phone in US service center even though it was bought in UK.
That's where fun part stops.
First joke is a turn around time. 14 business day for a simple repair. that is at least 3 weeks! Who can wait phone that long?
That means I have to buy a new one and send sony to ebay when and if I got it repaired.
My guess is that people would buy anything else than xperia they just got broken.
What a stupid way to loose customers. Apple store would replace phone in store or take little time to resolve issue for example.
So after 16 business days I called just to hear that part is on back-order with NO ETA!
Also I was told that its not US phone so I should not even expect it to be ready soon.
Nice Sony! Good way to treat your loyal customers.
Seems like my first and last xperia phone unfortunately....
So if you still deciding ... Look at the other phones, that are more rigid or at least have a proper warranty service for 2014.
SonyXperia US has much to catch up.
Sucks man. My screen hasn't cracked yet but if it does this will definitely be my last Sony product.
I hope it won't. I am ok with stuff breaking as soon as you have a good service to get out of the situation.
Sony did not make that easy. The worst part is that there are no more good compact phones around except of iphone and galaxy alpha. which are worse than z3c in many ways.
Sucks that you're phone-less for so long, although Sony is fixing it despite being bought in the UK, which is more than they're doing for some people. Maybe the fact that it's a UK model is why they're not treating the repair with more urgency.
Other than Apple, which other phone manufacturer will instantly replace an unlocked phone as part of the warranty? Normally this is handled through carriers or (if you're lucky) the authorized retailer, but even they usually don't offer the same instant service as Apple. It's why Apple stuff costs so much. Well, that and the fact that iSheep will blindly pay for anything Apple :laugh:
pipspeak said:
Sucks that you're phone-less for so long, although Sony is fixing it despite being bought in the UK, which is more than they're doing for some people. Maybe the fact that it's a UK model is why they're not treating the repair with more urgency.
Other than Apple, which other phone manufacturer will instantly replace an unlocked phone as part of the warranty? Normally this is handled through carriers or (if you're lucky) the authorized retailer, but even they usually don't offer the same instant service as Apple. It's why Apple stuff costs so much. Well, that and the fact that iSheep will blindly pay for anything Apple :laugh:
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For samsung, sony and all other manufacturers even if you pay premium price like note 4 for $700 and xperia Z3 $650 you get ****ty service. You wont get instant replacements what so ever.. No proper estimated ship dates, No proper customer support, No Earbuds bundled is what we pay for and seems you enjoy it more
demon_xxi said:
Ok, my story with Z3 Compact ended not even started.
Yes, I got lucky and my screen cracked on itself without any force.
And it looked well as sony accepted the phone in US service center even though it was bought in UK.
That's where fun part stops.
First joke is a turn around time. 14 business day for a simple repair. that is at least 3 weeks! Who can wait phone that long?
That means I have to buy a new one and send sony to ebay when and if I got it repaired.
My guess is that people would buy anything else than xperia they just got broken.
What a stupid way to loose customers. Apple store would replace phone in store or take little time to resolve issue for example.
So after 16 business days I called just to hear that part is on back-order with NO ETA!
Also I was told that its not US phone so I should not even expect it to be ready soon.
Nice Sony! Good way to treat your loyal customers.
Seems like my first and last xperia phone unfortunately....
So if you still deciding ... Look at the other phones, that are more rigid or at least have a proper warranty service for 2014.
SonyXperia US has much to catch up.
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feel your pain, going through the same thing:
http://forum.xda-developers.com/z3-compact/help/handtec-returns-t2919883
was really glad sony USA would do warranty repair for my phone.. although 14 business day turnaround time seemed like a lot (3 full weeks regularly), but ok. they never emailed me to say they received it - no emails for anything in fact. i had to chat with them to confirm they had received it. and then they returned it to me in about a week - shipped it out in under a week, actually. although i wouldn't have known it had i not seen the 2nd delivery attempt notice on my door. had they emailed me, i would've been looking out for it and had it a few days sooner.
all that's fine, it's their stipulated process and timing, i just could have used some communication throughout. but then comes the icing on the cake. they removed the SIM tray from the phone and sent it back to me without it. so my phone is useless as a phone for a week now, and i'm still waiting to get a replacement or hear anything about it. they've stopped responding to my daily follow-up emails.. the latest response i got had an order number of some kind but no idea where i can put it to check status (it's no retail order number or anything). no tracking. just a blurb that it may take 14 business days to send out a SIM tray to me. and here i thought when i called they'd be like "oh sh*t, we'll get one right out to you asap". but i had to go through this RMA process a second time in order for them to send this to me. i've now owned the phone for 6 weeks, and only 3 of those have i been able to use it. first experience with sony not going so well.
mohlsen8 said:
feel your pain, going through the same thing:
http://forum.xda-developers.com/z3-compact/help/handtec-returns-t2919883
was really glad sony USA would do warranty repair for my phone.. although 14 business day turnaround time seemed like a lot (3 full weeks regularly), but ok. they never emailed me to say they received it - no emails for anything in fact. i had to chat with them to confirm they had received it. and then they returned it to me in about a week - shipped it out in under a week, actually. although i wouldn't have known it had i not seen the 2nd delivery attempt notice on my door. had they emailed me, i would've been looking out for it and had it a few days sooner.
all that's fine, it's their stipulated process and timing, i just could have used some communication throughout. but then comes the icing on the cake. they removed the SIM tray from the phone and sent it back to me without it. so my phone is useless as a phone for a week now, and i'm still waiting to get a replacement or hear anything about it. they've stopped responding to my daily follow-up emails.. the latest response i got had an order number of some kind but no idea where i can put it to check status (it's no retail order number or anything). no tracking. just a blurb that it may take 14 business days to send out a SIM tray to me. and here i thought when i called they'd be like "oh sh*t, we'll get one right out to you asap". but i had to go through this RMA process a second time in order for them to send this to me. i've now owned the phone for 6 weeks, and only 3 of those have i been able to use it. first experience with sony not going so well.
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Haha and they wonder why their sales are falling..
i bought their protection plan for $50.. 2 years covered and they will send me a loaner asap when i send my phone in for repair.
radiohead14 said:
i bought their protection plan for $50.. 2 years covered and they will send me a loaner asap when i send my phone in for repair.
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where did you get that for $50? online it says 79?
sravanz said:
where did you get that for $50? online it says 79?
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employee discount :good:
Where can I get the plan for at least 79? Can I get in in USA for phone I got from Clove?
I'm willing to pay for the plan as soon as it has accidental damage coverage. This is better than going with 3rd party warranty coverage.
Fond here http://store.sony.com/gsi/webstore/...le-Phones-Protection-PLUS-Standalone-Warranty
It says $59.99 + tax I assume.
Will check tomorrow if I can get it for the phone that already went to the service.
Really had no idea that sony has these extra plans for phones.
From my previous experience I had AHD warranty for 3yrs for my laptop from Sony Japan and they easily fixed all issues with shipment around the week even when there was a disaster going in Japan few years back. Japan service worked like a clock. They would also fix issues that I did not report. Just to replace components with fresh ones.
U guys are complaining because it took a week to get a phone not warranted in the usa to be fixed for free.... Try samsung or any unlocked, non apple phone and youll beg to go back to sony.
Oh and apple makes you pay for out of warranty repairs anyway. Like cracked screens.
The biggest joke is the screen cracked by itself. What's this Sony?
i had the back glass crack by itself here in the uk, sony repaired the device for free under warranty.1 week turn around time.
Just as a heads up, most decent credit cards give you an additional year of warrenty (on items costing up to $500) on purchases made with the card. This includes SonyRewards, which also provides 90 days accidental damage protection on purchases up to $500.
When I had a Samsung S4 Active I sent it twice for warranty repair. 2 weeks was normal turn around. Quit complaining.
Just to cool down the drama I see a UPS notification today that my phone is coming home.
I still think that 3 weeks is too much for screen repair. It takes less than a hour to replace it.
It would be ok if I have to wait 3 weeks for TV or Vacuum cleaner but its hard to survive without daily driver as a phone.
Good that I have dozens phones at home to use as a replacement, most people don't. I'm just saying that this is the way for Sony to loose customers.
For most it is better to go to Apple Store, PAY and get it fixed asap than look for a replacement phone, PAY for shipment and wait ... IMHO
Where Sony could improve even with current approach is bring more transparency and feedback. They have not notified me about receiving the phone nor about the backorder delays.
The simplest check my RMA status page would help a lot. I guess it is much more expensive to have staff answering phone calls and chat about RMA status. And all they can say - in progress or yes/no received.
The other way to improve is to start using quality glass and make more durable back for the phones
Meanwhile I started considering LG G2 or Nexus5 as a possible alternative. They are pretty old but still excellent phones. Also fragile though but less.
I feel your pain. I dropped my z3 compact here in the uk and cracked my screen. I sent it off to Sony mobile repair company in the uk and they said that it would take 14 days to come back. They quoted me £97.30 for the repair which is ok I guess, I mean i did drop it. After about a week thee website said that they had diagnosed the phone and it needed a new screen (genius) but that part was out of stock. What kind of repair service doesn't have replacement screens in stock, nice one Sony, how is this your official repairer?
I then found out that I had phone insurance through my work and for £50 I could get a new phone. So I decided to contact the repairer to cancel my repair and get my broken phone back. Despite ringing the repairer numerous times they wouldn't send it back even though every time I spoke to them they said it was in the process of being done. After 10 days I decided to contact Sony customer support and to be fair to them they got it sorted and had my phone back 4 days later. So i get a new z3 compact from my insurance company, and guess what the new phone's battery is ****ed. It drains like 25% every three hours and cant make it through a single day. So I'm back onto Sony and they say it needs to go off for repair. Yep, brilliant so i can wait another 10 days for you to tell me you don't have any parts in stock. So frustrating.
Blimey mate that's rough
Sent from my D5803 using XDA Free mobile app
Hi All,
I need to ask you all something and I used to go on this a while ago for my Galaxy phone but now I have a big problem with my new phone LG G3. Here goes:
Had my G3 for about 8 months, got it the day it came out for Verizon. Recently started noticing i was no longer able to long press icons, long press snapchats, and use the screen in various ways. Called LG since its under warranty they said send it in and theyll repair it.
Went and used their label and put into an box and sent it. One week later they received it and very quickly a package was sent out to me, even seemed like they didnt receive the package before the new one was sent. Well, by week 2 they sent back the WRONG PHONE. It was an optimus phone. Here's where it gets bad.
Calling their customer support and being on hold for very long periods of time, they said multiple times that I had in fact gotten the correct phone and me telling them no its not, they finally realized and said oh ok you received the wrong phone. They then told me even my other phone would be returned to me 'as is' because of 'Liquid Damage'. This is an all out lie, they sent me a blurry photo(attached) of the innards of a phone with 'corrosion' around the outside saying thats the water damage.
THIS IS IMPOSSIBLE. I took care of my phone like a baby, had a big case, not a scratch or blemish on it it has never been near or in the water ever. I tell them that they say well there's nothing we can do and they will be contacting me about instructions for sending back the wrong phone and how they're going to first find, then get my old broken phone back to me.
I could not believe the mess this has become. Going on 3 weeks now without a phone and even when I do get it back, which will be for weeks at this rate, itll still come back broken and with the lie that I had water damage.
Even funnier (more suspicious) the phone that they sent me also says 'Sent back unrepairable -- liquid damage'. So they did it to this guy, and me, and it all seems a bit too easy for them to just get phones and send them back saying its liquid damage and making it up so they dont repair them.
Going to be a month without a phone and even when I do get it back its still broken, what should I do? Guess just go to my insurance and get it replaced, which means I need to pay the deductable and who knows the hurdles going that route..great..
Anything you guys think I can do? This is a very disappointing and frustrating situation which Im sure Im not alone in.. Thanks
ErikP343 said:
Hi All,
I need to ask you all something and I used to go on this a while ago for my Galaxy phone but now I have a big problem with my new phone LG G3. Here goes:
Had my G3 for about 8 months, got it the day it came out for Verizon. Recently started noticing i was no longer able to long press icons, long press snapchats, and use the screen in various ways. Called LG since its under warranty they said send it in and theyll repair it.
Went and used their label and put into an box and sent it. One week later they received it and very quickly a package was sent out to me, even seemed like they didnt receive the package before the new one was sent. Well, by week 2 they sent back the WRONG PHONE. It was an optimus phone. Here's where it gets bad.
Calling their customer support and being on hold for very long periods of time, they said multiple times that I had in fact gotten the correct phone and me telling them no its not, they finally realized and said oh ok you received the wrong phone. They then told me even my other phone would be returned to me 'as is' because of 'Liquid Damage'. This is an all out lie, they sent me a blurry photo(attached) of the innards of a phone with 'corrosion' around the outside saying thats the water damage.
THIS IS IMPOSSIBLE. I took care of my phone like a baby, had a big case, not a scratch or blemish on it it has never been near or in the water ever. I tell them that they say well there's nothing we can do and they will be contacting me about instructions for sending back the wrong phone and how they're going to first find, then get my old broken phone back to me.
I could not believe the mess this has become. Going on 3 weeks now without a phone and even when I do get it back, which will be for weeks at this rate, itll still come back broken and with the lie that I had water damage.
Even funnier (more suspicious) the phone that they sent me also says 'Sent back unrepairable -- liquid damage'. So they did it to this guy, and me, and it all seems a bit too easy for them to just get phones and send them back saying its liquid damage and making it up so they dont repair them.
Going to be a month without a phone and even when I do get it back its still broken, what should I do? Guess just go to my insurance and get it replaced, which means I need to pay the deductable and who knows the hurdles going that route..great..
Anything you guys think I can do? This is a very disappointing and frustrating situation which Im sure Im not alone in.. Thanks
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I would suggest you take this issue to social media. Tweet them and post your experience on reddit. The squeaky wheel gets the grease.
I tried for 2 weeks to send my G3 back due to ghosting i was seeing on the screen, after 7 different calls and chats to customer service about my shipping label that they INSISTED they had emailed me (which to this day i still have not received) i simply gave up. From the sounds of your story it sounds like it was maybe for the better i never sent it in!!! Love the product, but VERY unimpressed with customer service.
Wickidmasshole said:
Love the product, but VERY unimpressed with customer service.
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YES. I guess they lied to you and me my friend. I bit the bullet paid $99 through insurance and my new phone will be here today. Just end this nightmare! LOL
I posted this same story on a bunch of forums, I think I will take to social media also. They need to be called out on lies and terrible, awful, dirty tricks customer service!!
Great phone though thats why its so disappointing. Thanks for the replys guys!!
AFAIK you could let an authorized LG workshop analyse the problem and get it fixed and eventually sue LG for breaking the local and international guarantee laws. First things first: menace to do this. Then make the action (because you are sure you never put water or vapor on your phone, you're in right).
If I were you the first thing is to notify consumer association (here in Croatia we have consumer association which warns a various state institutions about consumer problems). Then I would go straight to the service workshop where you sent your device without notice of your arrival no matter how much far is that from your town and force them to open your device infront of you and to show damage which is caused by some liquid. Take the photo with you printed in color which you received from them as evidence and compare it with your device's mainboard. Of course try to be nice and patient but resolute in your intention and with no retreat without solution in your favor. If they decline your request to replace device for a new one then tell them that you'll report whole case to state institutions which have jurisdiction of such matters and do not forget to take your device with you except if they willing to give you a confirmation which is signed and stamped which confirms that you left them your LG G3. If you do that I believe that you will get a new device very soon with apology. Trust me and be firm in your intention! Good luck!