Related
Now let me start of by saying that I couldn't believe they came through! I'm not here to bash this phone or company!! Purchased the Xperia Play 25/05/11,From the sony style store, Full price $621.00. I don't regret it'" So now 6 months later the USB port busted well not charging,couldn't transfer anything to my sd card, sucks" So I decide to call up Sony Ericsson customer care service center. What a load of crap! Very rude condescending,and most of all they don't seem know anything about their own products!! So after a little bit of back and forth with this rep" Gives me there 3 rate repair center flextronics!! Don't ask.. Ups delivery on 11/10/11 from Toronto to Newmarket on. Flextronics repair center signed for it 12/10/11. Now after after 5 business days they send my phone back without even being repaired!! WTF... Their reason it has water damage!!! kidding me right!?! then they tell me it's beyond economical repairs" ericsson's customer service manager basically tells me I have a $600.00 paper weight. Now I'm pissed!!!!! So I call up Sony headquarters. And to my amazement, I got a call back from sony headquarters holy ****.... The person I spoke to wasn't too happy I'm calling about this problem ericsson couldn't handle! after I gave her the full details about the situation. The very next day I received from sony ericsson, Mark we would like to inform you that we will be sending you a new Xperia Play Kit.. And we're very sorry for the inconvenience this has caused you. Ya right!! You mean Sony reamed you guys out For not handling the problem in a professional manner!! So moral of this story.You go to top if all fails my play should here monday or tuesday
sony still is crap! but hey SE is better than motorola these days
Ini the end, sony solved the problem..
:-D
Sent from my X8 using xda premium
yyz71 said:
Now let me start of by saying that I couldn't believe they came through! I'm not here to bash this phone or company!! Purchased the Xperia Play 25/05/11,From the sony style store, Full price $621.00. I don't regret it'" So now 6 months later the USB port busted well not charging,couldn't transfer anything to my sd card, sucks" So I decide to call up Sony Ericsson customer care service center. What a load of crap! Very rude condescending,and most of all they don't seem know anything about their own products!! So after a little bit of back and forth with this rep" Gives me there 3 rate repair center flextronics!! Don't ask.. Ups delivery on 11/10/11 from Toronto to Newmarket on. Flextronics repair center signed for it 12/10/11. Now after after 5 business days they send my phone back without even being repaired!! WTF... Their reason it has water damage!!! kidding me right!?! then they tell me it's beyond economical repairs" ericsson's customer service manager basically tells me I have a $600.00 paper weight. Now I'm pissed!!!!! So I call up Sony headquarters. And to my amazement, I got a call back from sony headquarters holy ****.... The person I spoke to wasn't too happy I'm calling about this problem ericsson couldn't handle! after I gave her the full details about the situation. The very next day I received from sony ericsson, Mark we would like to inform you that we will be sending you a new Xperia Play Kit.. And we're very sorry for the inconvenience this has caused you. Ya right!! You mean Sony reamed you guys out For not handling the problem in a professional manner!! So moral of this story.You go to top if all fails my play should here monday or tuesday
Click to expand...
Click to collapse
Very Nice, glad you got it resolved. Maybe Sony should buy out Ericsson from the joint venture if they can keep up the customer service.
Sent from my R800x using Tapatalk
Moral of this story is free plays to those who complain.
Good job i will try it too
Good to know it got all sorted out and now you can finally laugh about it. Best of luck receiving it next week!
yyz71 said:
Now let me start of by saying that I couldn't believe they came through! I'm not here to bash this phone or company!! Purchased the Xperia Play 25/05/11,From the sony style store, Full price $621.00. I don't regret it'" So now 6 months later the USB port busted well not charging,couldn't transfer anything to my sd card, sucks" So I decide to call up Sony Ericsson customer care service center. What a load of crap! Very rude condescending,and most of all they don't seem know anything about their own products!! So after a little bit of back and forth with this rep" Gives me there 3 rate repair center flextronics!! Don't ask.. Ups delivery on 11/10/11 from Toronto to Newmarket on. Flextronics repair center signed for it 12/10/11. Now after after 5 business days they send my phone back without even being repaired!! WTF... Their reason it has water damage!!! kidding me right!?! then they tell me it's beyond economical repairs" ericsson's customer service manager basically tells me I have a $600.00 paper weight. Now I'm pissed!!!!! So I call up Sony headquarters. And to my amazement, I got a call back from sony headquarters holy ****.... The person I spoke to wasn't too happy I'm calling about this problem ericsson couldn't handle! after I gave her the full details about the situation. The very next day I received from sony ericsson, Mark we would like to inform you that we will be sending you a new Xperia Play Kit.. And we're very sorry for the inconvenience this has caused you. Ya right!! You mean Sony reamed you guys out For not handling the problem in a professional manner!! So moral of this story.You go to top if all fails my play should here monday or tuesday
Click to expand...
Click to collapse
My phone is water damaged, Was completely submerged in 6inches of water for less then 10 seconds.
Phone was working when I took it out, quick took the battery out. Drove home, took phone apart. Put every piece into rice for 12 hours, checked and cleaned all contacts with some cleaning solution I have for my old cartage based video games, used the rinse, put back in rice, scratched out the 3-4 red stickers inside the phone casing and replaced with small white stickers ^_^ put phone back together and after all that work. 10 seconds of damage and 24 hours of work phone works perfectly again. ^_^
Guess what I am getting at, you sure those internal stickers are not red? Possible they did see the indicators?
antispiral said:
Very Nice, glad you got it resolved. Maybe Sony should buy out Ericsson from the joint venture if they can keep up the customer service.
Sent from my R800x using Tapatalk
Click to expand...
Click to collapse
Sony is buying out Sony Ericsson!! Probably so Ericsson doesn't ruin the Sony name with bs like that.
Sent from my rooted R800a 2.3.3 BL locked
JasonKnight said:
My phone is water damaged, Was completely submerged in 6inches of water for less then 10 seconds.
Phone was working when I took it out, quick took the battery out. Drove home, took phone apart. Put every piece into rice for 12 hours, checked and cleaned all contacts with some cleaning solution I have for my old cartage based video games, used the rinse, put back in rice, scratched out the 3-4 red stickers inside the phone casing and replaced with small white stickers ^_^ put phone back together and after all that work. 10 seconds of damage and 24 hours of work phone works perfectly again. ^_^
Guess what I am getting at, you sure those internal stickers are not red? Possible they did see the indicators?
Click to expand...
Click to collapse
No there wasn't any water damage. Actually the manager from Flextronics informed me that wasn't the problem! That's there standard way of telling you,You're not getting it fixed..
Just got my play thank you Sony
So last year I bought this Galaxy Tablet, and I've have loved it. Problem is, after the ICS update it developed a problem.
I would get a red x over my battery icon and the recharge rate would drop dramatically. After dealing with the foreign customer service crew, repeating my story about 5 times, I was finally allow to send the tablet back to Samsung for a repair. Two weeks went by, and finally I got my tablet back. First thing I did was plug it into my dock station.
Red X over the battery.
Took the tablet to Best Buy thinking perhaps my cable was bad, but still, red x over the battery.
Called Samsung again, foreign customer service is awesome, I had the guy inform me that this issue is a normal issue and not something Samsung delt with. Really? If it's not something Samsung deals with why did they repair it the first time.
So I told him if they were not going to stand behind their product that I'd just revert it back to the Gingerbread OS, to which I was informed I couldn't do. LOL.
I never did get an answer to what Samsung did with my tablet while they had it.
So after finally dealing with two other Foreign correspondents, I finally was able to send my tablet back to Samsung for round 2 of repairs. This time it appeared that they replaced the 30 pin input jack, something I found to cost a couple hundred dollars to buy outright, and received my tablet back about a week later. This was of course after the warranty ran out and they tried to back out of the repair completely.
So the tablet arrived, plugged it back into my dock.
RED X ON THE BATTERY.
Seriously? I mean wth did they do to my tablet while it was there? So this time, I called them again, and they have decided to give me a full refund of my Purchase.
So after a year, I'll be getting 500 bucks back.
Bottom line, don't deal with the foreign crew, ask for executive customer service. That will get you to the Americans, who actually make a valid effort to help.
I wasted a ton of time dealing with those guys.
bertacolypse said:
So I told him if they were not going to stand behind their product that I'd just revert it back to the Gingerbread OS, to which I was informed I couldn't do. LOL.
Click to expand...
Click to collapse
Well considering this device never ran gingerbread, he's correct
Sent from my Droid DNA
bertacolypse said:
So last year I bought this Galaxy Tablet, and I've have loved it. Problem is, after the ICS update it developed a problem.
I would get a red x over my battery icon and the recharge rate would drop dramatically. After dealing with the foreign customer service crew, repeating my story about 5 times, I was finally allow to send the tablet back to Samsung for a repair. Two weeks went by, and finally I got my tablet back. First thing I did was plug it into my dock station.
Red X over the battery.
Took the tablet to Best Buy thinking perhaps my cable was bad, but still, red x over the battery.
Called Samsung again, foreign customer service is awesome, I had the guy inform me that this issue is a normal issue and not something Samsung delt with. Really? If it's not something Samsung deals with why did they repair it the first time.
So I told him if they were not going to stand behind their product that I'd just revert it back to the Gingerbread OS, to which I was informed I couldn't do. LOL.
I never did get an answer to what Samsung did with my tablet while they had it.
So after finally dealing with two other Foreign correspondents, I finally was able to send my tablet back to Samsung for round 2 of repairs. This time it appeared that they replaced the 30 pin input jack, something I found to cost a couple hundred dollars to buy outright, and received my tablet back about a week later. This was of course after the warranty ran out and they tried to back out of the repair completely.
So the tablet arrived, plugged it back into my dock.
RED X ON THE BATTERY.
Seriously? I mean wth did they do to my tablet while it was there? So this time, I called them again, and they have decided to give me a full refund of my Purchase.
So after a year, I'll be getting 500 bucks back.
Bottom line, don't deal with the foreign crew, ask for executive customer service. That will get you to the Americans, who actually make a valid effort to help.
I wasted a ton of time dealing with those guys.
Click to expand...
Click to collapse
Sorry to hear about your inconvenience but the Galaxy Tab 10.1 was launched with 3.1 and up dated to 3.2 before 4.0. Both the said versions are called Honeycomb. Gingerbread is 2.3.
Sent from my Xperia Pro using xda app-developers app
Gingerbread LOL
Sent from my GT-P7510 using xda app-developers app
Sorry, I meant honeycomb, ive never claimed to be a pro.
Sent from my SCH-I535 using Xparent ICS Tapatalk 2
Glad you got your money back though!
Does Samsung handle customer service for the Tab 10.1 differently than the Samsung Galaxy phones? I cracked the screen to my GS III phone and the tech support people (and location I sent it to) were both in Texas.
Sorry but the dock was connected to your pc with USB?
Than the red X in your battery is normal USB charing is not supported on stock samsung rom's
And you have bringed it back realy?
Samsung service should know that
safariking said:
Sorry but the dock was connected to your pc with USB?
Than the red X in your battery is normal USB charing is not supported on stock samsung rom's
And you have bringed it back realy?
Samsung service should know that
Click to expand...
Click to collapse
He took it back to best buy.
I assume the tried it there as well with a charger?!
To anyone reading this post:
PLEASE DON NOT BUY THE XPERIA Z FROM SONY ONLINE UK!
Below was my experience of dealing with Sony after sell support.
The beginning:
I brought the Z with free headphones on launch day (28/Feb) via Sony Online UK.
The phone and headphone arrived next day (01/Mar). However, over the weekend I noticed the gap between the screen and bezel on the left hand side is much larger than the right hand side. In fact, after couple days of use, there is already large amount of dust built up in the gap.
I phoned Sony on Monday morning, the rep advised me to visit a local Sony store to confirm the phone is faulty, which I did during lunch time. The store rep compared my Z to another and said my is not normal but he cannot exchange it as I brought it from Sony Online store. I then phoned Sony again in the afternoon to arrange the phone to be exchanged.
The phone was picked up by DHL and delivered to Sony warehouse the next day (06/Mar) according to DHL online tracking.
Where trouble began:
I did not receive any communication from Sony after the phone was picked up, so after a week I phoned Sony again on 13/03. The rep told me a new phone is been processed and should be with me soon.
The after sell from Hell:
I phone Sony again today to check on the progress, and was told by another rep that the phone was in fact been repaired, and they are waiting for parts from Japan. There will be 1 to 2 weeks delay before I can get my phone back. I told her I asked my phone to be exchanged not repaired, also the under UK law, the phone should be replace as it is in 28 days purchase window. After holding for over 10 minutes for her to speak to the online team, she told the best they can do is once my phone gets back to me, I can then request to exchange with a new phone.
Needless to say I was not happy to wait until next month to have a new phone I paid over £500 for, I asked for a full refund and was transferred to another rep. I told the story of only used the Z for 3 days and don’t want to wait until next month to use the phone again, so I would like a refund. He told me I had 14 days to request for a refund and the deadline was yesterday. After 30 minutes try to get through to him the phone was in their hands 9 out of the 14 days and they messed up a simply exchange on a faulty phone. He agreed to give me a refund for the phone. However, the refund will not include the delivery cost I paid; I have to wait for the phone to be repaired and get back to me and have to pay the cost of sending the phone/headphones back to them.
In the end:
So after 4 days of owning a phone with manufacture defect, I will have to wait a month to get my money back and loss £50 in the process, never mind that I’ve already brought a Sony charge dock, Spigen slim glass screen cover and a case. In total I’m looking at £100 wasted.
This is my fist Sony phone, after this experience, it will be my last Sony product. Also I will recommend anyone to stay away from any Sony products from now on. Like most people here on XDA forum, we get lots of family members and friends asking us for buying advice on phones and electronics as we are consider geeks amount them. I’m aim to do as much damage to Sony as I personally can by steer people away from anything with a Sony logo on it.
I wish every Z owner best of luck with their phones and not have to dealing with Sony after sell support.
I will try to pick up a HTC One over the next few days, even if I dislike its navigation buttons, Sense 5 and lack of micro sd slot.
Yup, i was true loyal sony user, but they didnt show respect.
This year i aim onto htc one, and noone will buy sony cuz everyone ask my opinion.
Sent from my LT26i
to be honest, i find most online stores annoying when you have a problem.
Now, i just walk into carphone warehouse and order my phone in store. that way if i do have a problem with it, they will deal with it in store.
I've had enough issues with various phones from various companies in the past where I ordered online, and the store refuses to have anything to do with it.
So, whilst i may not get the best deal by ordering in store, by doing so, at least if i encounter a problem, i can go back to a store and they will do something about it!
though i don't agree with you making people avoid Sony products.
In my personal experience, my sony products last for years and years and years and always Just Work.
You just got unlucky.
deal with it.
I think the Z is a featherweight phone posing as a rugged phone, with weak build quality. My loud speaker is playing up after two weeks of owning the phone, so once it's been repaired, i'll be carefully choosing another product.
Sony Ericsson X10 - Awful
Sony PS3 - Awful
Sony Headphones - Awful
Sony Xperia z - A let down
Can't say i'll be purchasing a Sony device in the future or recommending them either.
Sorry about your experience with Sony online, but I have a completely different experience.
Bought an Xperia Z on contract via Phones 4 U online.
The first one wouldn't latch onto wifi. Spoke over phone with their technical team. Got it replaced at a nearby P4U store.
The second one wouldn't connect to GPS and also had battery issues. Ditto as above.
I think P4U might send them to Sony, but so far I have had a decent experience
I'll give you £10 for the dock
ram11 said:
Sorry about your experience with Sony online, but I have a completely different experience.
Bought an Xperia Z on contract via Phones 4 U online.
The first one wouldn't latch onto wifi. Spoke over phone with their technical team. Got it replaced at a nearby P4U store.
The second one wouldn't connect to GPS and also had battery issues. Ditto as above.
I think P4U might send them to Sony, but so far I have had a decent experience
Click to expand...
Click to collapse
So what good is in having 2 faulty phones in a row?
Yes P4U are ok but sony seems to be not better then htc or samsung.
All them sucks nowadays.
Sorry you had a bad experience, I very deliberately buy from Amazon and don't mind paying a little more just to get hassle free returns within 30 days( I.wasn't sure I would like the Xz so wanted the 30 day return option)
Sony can only get better and as Samsung have now realised, good hardware only gets a brand so far, good software support and after sales support are what gain customer loyalty.
Sent from my C6603 using xda premium
Just an update:
After more phone calls today. Sony agreed to refund me the full amount as soon as DHL picks up the headphones free of charge and deliver to them. To get this far, I had to bring both PayPal and my bank in to the dispute before Sony agreed to the full refund.
I decided to stick with the Z instead getting a HTC One, so brought a new but unwanted Z on eBay today.
To anyone reading this thread, the Xperia Z is an excellent phone which I highly recommend, just DON'T buy it from Sony Online UK.
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:
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
where did you get that for $50? online it says 79?
sravanz said:
where did you get that for $50? online it says 79?
Click to expand...
Click to collapse
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
After seeing so many posts about how terrible Sony's customer service and repair centers are, I was determined to find a fix for my phone and only come crawling back to Sony as a last resort. Here's what happened:
The top speaker of my phone became much quieter than the bottom speaker. It was only playing sounds at less than half the volume of the bottom speaker. I tried rebooting, resetting, and using Sony's PC companion to repair and reinstall new firmware. Nothing worked. I called Sony support (USA) and told them all of the above. They gave me an RMA#, I mailed my phone to them, and prepared to wait up to 14 business days. Surprisingly, my phone was returned to me in just 7 business days, which meant it spent 6 of those days on a truck an only 1 day at Sony's repair facility in Texas.
The phone was packed very nicely and came with a single piece of paper listing the parts that were replaced. The list basically included the entire exterior of the phone (front, back, and all four sides). It looks like a brand new phone! I turned it on and to my disappointment, they had upgraded my phone from 4.4.4 KK to 5.1.1. LP. I had intentionally stayed on KK because of the battery life and greater control of notifications. I figured this was no big deal though because I could just flash the backup I made before sending in the phone for repair. But another surprise - the phone is no longer rooted! Well, at least the top speaker works properly again. It's so loud, it made me think speakerphone was turned on the first time I made a call. Didn't realize how bad it had become...
(3) Takeaways from this experience:
1. Sony honored my warranty despite the phone being rooted
2. Sony repaired my phone to a like new condition
3. Sony did this in less than a week
Now it's time for the next test - how long can I use the stock ROM before I can't take it anymore and root? I give it about a week...
Had the same experience, and same issue about the earpiece actually, among others. It took them only a few days and it looked like they sent a brand-new phone.
Sent from my GT-I9100G using Tapatalk
They sent mine back in the same box, by itself, and the problem with the audio port happened again after one month.... Probably that USA support is better than UK
I bought the extended warranty when I got my Z3 Compact from the Sony store. Headphone jack issue came up and I called Sony support. They were going to send me a replacement phone in a couple of weeks. I got a call one week later saying they were out of stock on the phone but offered to send me a check of $529.99, the price I paid for my phone and also keep it. Needless to say I took the offer and I now have a Z3C that I bought for $79. In the US btw.
I also had a success story with their service :
my front screen was separating itself from my phone slowly but surely. So I had a gap of 1mm between the screen and the body of my phone at the left top corner. So I emailed them, they told me to sent my phone to the repair center, I did it (had to pay the post fee) and it came back with three sheets of paper with all the stuff they replaced, from the glass to the plastic corners including the SD card holder and the flaps and a lot of small stuff (like small screws)
They were pretty quick, quicker than the delivery (they used DPD, but those are sooo bad, awful.)
NB : I first unrooted my phone before sending it back.
PS : on a side note, do you have any figure concerning the battery life of 4.4 vs 5.1 ? I'm a SlimRom user and I find that battery life was better a year ago, but I'm not sure if it's just subjective or if it's actually the case. I'm also unsure whether I wouldn't be better off if I were on real stock Rom, because I noted that I'm loosing a lot of perf with SlimRom (Antutu dropped from 51k to 38k, e.g)
I purchased mine from ebay and i think the person selling it knew of the sudden death issue that was causing a lot of issues with this phone. I was unaware after purchasing but soon found out after my phone wouldn't turn on and would randomly turn off. I did some research on the issue but could never resolve as it had a bad chip or something, i forget. I looked into the warranty & it was still under warranty (don't think the person who sold it knew the phone was still under warranty) i sent it in and they replaced it with a brand new phone. I bought it cheap on ebay & got a brand new phone out of the deal, so i'm quite pleased to say the least.
i sent my phone to sony twice with single warranty.. and for the second time the phone was unlocked.
Sent mine in 1.5 weeks ago because the vibration alert wasn't working correctly anymore - mechanical issue. Would work for a while when applying pressure to the phone at a certain point so obvious loose connection.
Got it back, issue fixed.
Mate of mine has a faulty audio jack. I had made him a little guide what to do since I did the process before. Might as well share it here. We live in the Netherlands.
Hi,
These are the steps you will have to do to get your phone fixed. Good luck.
1. Make an account on this page
https://account.sonymobile.com/nl-NL/#/signin
2. Find your IMEI number of the phone. This you can find*
Settings>About Phone>IMEI information
3. Register your product on the sony website
4. click on support, there it will show your warranty period. (mine says*GARANTIE VOOR: 05/01/2017)
5. send an email to*[email protected]*and specify your problem and the following details:
problem:*
faulty audio jack
Model:*
Sony Xperia Z3 Compact
IMEI:
phone number:*
address:*
6. Wait for the service ticket, and send it to sony. 1-2 weeks.
Doei!
I had to send my phone two times. First time the sd card slot spring had problems. The second time was also about the audio jack, which sony bricked during the first repair. Ever since the back panel doesn't stay put. Still, all other internals got fixed. All without a proof of receipt. This is a second hand phone.
Sent from my D5803 using Tapatalk
Success story here in the UK too.
Magnetic charge port got pulled out of my Z3 compact by the Magnector X-202 charger (had been using it for a year) was still within my 2 year warranty. Sent off to Sony and they collected it, replaced the screen (even though there was nothing wrong with it) & the whole casing and sent it back all within 7 days. I thought they'd just stick another magentic charge port in and be done with it. Don't know if it's a coincidence or not but the audio sound louder and better since the repair too, but that might just be due to using my old HTC Desire as a temporary phone.
Very happy with the service.
I had a similar success replacing mine after it got water in it despite all the flaps being closed. It was still within warranty. It took a few weeks because it needed to be tested, but they honored it and sent me a new unit. I suspect it was because I also had a Magnector charger that pulled the magnetic charge port out of the phone. Probably broke the water-tight sealing. All things considered, even if you don't know if it will be covered, go ahead and ask anyway. You might be surprised.
Hey,
also a success here. Send in for warranty with a fault headphone jack, low volume Speakers and a Connection error from pc to phone. Got a complete new model (ist also locked ) yeah
I purchased the phone from Sony Online in Dec-2014 w/ 2yr extended warranty, phone back is now separating from phone. I emailed Sony Support, they said phone was past warranty (WTF?). I phoned them, support said they don't have enough parts to fix phone so they will buy out my 2yr warranty. I'm getting my $$$ back.
itsmeinarizona said:
I purchased the phone from Sony Online in Dec-2014 w/ 2yr extended warranty, phone back is now separating from phone. I emailed Sony Support, they said phone was past warranty (WTF?). I phoned them, support said they don't have enough parts to fix phone so they will buy out my 2yr warranty. I'm getting my $$$ back.
Click to expand...
Click to collapse
How do you plan to fix your phone, or will you just use the money toward an upgrade?
Sent from the only flagship device that can fit in my hand... Sony Experia Z3 Compact
PuffDaddy_d said:
How do you plan to fix your phone, or will you just use the money toward an upgrade?
Click to expand...
Click to collapse
I respect Sony Support (they treated my right on PS2, Camera and now Phone). That's why I went with a Sony phone. Not sure when I'll replace my phone, the case holds it together. I figure it'll be good for 2 more months .... see what new phones are out.
I also sent my phone for repairs on July 13, 2016.
The SD card socket was broken mechanically, the memory cards wouldn't stay inside.
They sent me a completely new unit on July 26, 2016 after only 10 working days.
Since now they're selling the Z5, I think they prefer just to send a new Z3C than to waste time trying to solder/desolder parts.
Ketoth said:
I also sent my phone for repairs on July 13, 2016.
The SD card socket was broken mechanically, the memory cards wouldn't stay inside.
They sent me a completely new unit on July 26, 2016 after only 10 working days.
Since now they're selling the Z5, I think they prefer just to send a new Z3C than to waste time trying to solder/desolder parts.
Click to expand...
Click to collapse
Lucky for you...I have the same problem and they ain't doing sh*t about it...in Kuwait btw...where r u located?mine is still under warranty btw....
subinsg said:
Lucky for you...I have the same problem and they ain't doing sh*t about it...in Kuwait btw...where r u located?mine is still under warranty btw....
Click to expand...
Click to collapse
I'm in Germany... but did you apply directly from the Sony Mobile website? (link here)
I registered my phone online with the IMEI when I bought it.
Then I just logged in, clicked "Repair" under my devices and they sent a box directly to my house.
I packaged the device, sent it by post and they notified me when they received it.
Hopefully you can also get good service over there!
Good luck
Ketoth said:
I'm in Germany... but did you apply directly from the Sony Mobile website? (link here)
I registered my phone online with the IMEI when I bought it.
Then I just logged in, clicked "Repair" under my devices and they sent a box directly to my house.
I packaged the device, sent it by post and they notified me when they received it.
Hopefully you can also get good service over there!
Good luck
Click to expand...
Click to collapse
So much for online repair...?
My magnetic charge port has come out again after being repaired in April this year. Sending it off for repair again, hopefully will go as smoothly as last time.