Related
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.
I want to share my terrible experience about Sony Xperia customer service and hope this story will warn anyone who is considering getting Sony Xperia phone. Any if you can help, spread this story as you are all loyal Sony customer and you will be like me if your phone needs a warranty repair.
I was excited when I saw Xperia Z launched from Sony (remember, top of the line flagship model) and I bought the phone online as they didn't launch in USA or Canada. I purchased the phone online on March 18 and able to enjoy it for 2 months. On May 24, I started experiencing Xperia Z not recognizing my sim. So I contacted Sony Xperia customer support and my nightmare begin.
They first stated that this phone is a HK model (which I didn't specifically choose that model, just whatever the online retailer provide) and they said it wasn't cover under the 10 business days turnaround. (In the warranty sheet included in the box said if I am in HK the turnaround is only 2 HOURS!!) But I have no choice but to send it in anyway hoping I can get it sooner or a bit later than 10 business days. Since then I called and called and either I was on hold for long or the customer rep just had no idea what to do (even once they said the customer support supervisor is at lunch and ask me to call back!! How can that happen!)
At last I found a supervisor to call me back about status update but he keep saying my phone is the process of repair, even till today June 26, which is 30+ days now, and the latest status update is "NO ETA!!!" SONY customer support never thought how a normal person can work without a phone for 30+ days!! One supervisor even told me to "BE PATIENCE"... I think I am patience enough to wait for 30+ days!!
I hope this story will warn anyone who is about to get ANY Xperia phone or tablet as SONY will NOT be cover your back if your gadget has any issues. Let's have this story spread and let SONY know that they are driving customer away because of their own service. Thank you for reading.
Thank you for your review of SONY customer support.
Unfortunately XDA is a DEVELOPMENT site, not a CUSTOMER SUPPORT site.
Copy your rant to the SONY site and continue your discussion there
Dont buy any Xperia series [specially Xperia z series]....Their after sales service is pathetic. ....Just regretting now that i purchased this mobile.......feeling disgusted.
My phone has been replaced 6 times consecutively with some manufacturing defects in each replacement unit. My 1 month 11 days warranty of total 1 year warranty period has totally got wasted in these replacements procedures.
I am filing a case in consumer court against this worst service provided by sony and also for cheating the customer. I would request all of you not to purchase this mobile. Because Later if there happens to be some problem in your phone then you will be in big trouble . Warranty also wont help you.
I dont know how a big company like sony can treat its customers like this. When i visit service centre there are atleast 2-3 people everytime having some kind of problem with their xperia z.Some have usb port problem...some have dead pixels.....black dot in camera...screen dead....and list goes on.
How come sony sony has released its flagship phone with so many problems. As from my experience i would suggest all of you to stay away from sony. Neways this is my last sony product. ANd its your wish to listen or not.
But this is my bad experience with sony. They advertise their product in a very good way but fail miserably at providing service .
The picture below is the same replacement unit which i was given at service centre .Can you beileve it? Check the patch .
Contrary to you I've had the best service ever when my XZ had an issue. They gave me a new one immediately in the store and there is nothing wrong with my replacement
Very happy customer here! I live in Belgium
Sent from my C6603 using xda app-developers app
Most of us have bought this phone. That's why we are here.
Don't go crying "don't buy this phone".
dugs_123 said:
Dont buy any Xperia series [specially Xperia z series]....Their after sales service is pathetic. ....Just regretting now that i purchased this mobile.......feeling disgusted.
My phone has been replaced 6 times consecutively with some manufacturing defects in each replacement unit. My 1 month 11 days warranty of total 1 year warranty period has totally got wasted in these replacements procedures.
I am filing a case in consumer court against this worst service provided by sony and also for cheating the customer. I would request all of you not to purchase this mobile. Because Later if there happens to be some problem in your phone then you will be in big trouble . Warranty also wont help you.
I dont know how a big company like sony can treat its customers like this. When i visit service centre there are atleast 2-3 people everytime having some kind of problem with their xperia z.Some have usb port problem...some have dead pixels.....black dot in camera...screen dead....and list goes on.
How come sony sony has released its flagship phone with so many problems. As from my experience i would suggest all of you to stay away from sony. Neways this is my last sony product. ANd its your wish to listen or not.
But this is my bad experience with sony. They advertise their product in a very good way but fail miserably at providing service .
The picture below is the same replacement unit which i was given at service centre .Can you beileve it? Check the patch .
Click to expand...
Click to collapse
What a idiot first post here and its about slagging. now go get 2 cent from Samsung
You were given 6 replacements and yet it's a bad service?
You say that you received the 3 phones on the pictures like that, so why did you accept them in the first place?
Yes some units have some malfunctions, but tell me which phone doesn't, tell me which company has perfect customer service?
Big lol @dugs_123
Sent from my C6603 using XDA Premium 4 mobile app
Dsteppa said:
You were given 6 replacements and yet it's a bad service?
You say that you received the 3 phones on the pictures like that, so why did you accept them in the first place?
Yes some units have some malfunctions, but tell me which phone doesn't, tell me which company has perfect customer service?
Click to expand...
Click to collapse
Yeah i didnt accept that phone and left the phone at service centre for replacement[pics were taken at service centre].They issued me a new box replacement again on 3rd September which was having 3 black dots in middle of screen...........
I have just shared my bad experience with Sony India . I am unable to use the phone since 30 July[i.e.40 Days]. Now the phone is with service centre and the matter has been escalated.
@Dsteppa You are getting it wrong.These 3 images are the same replacement unit pictures.Just taken from different views.And i have posted this because even though the case was forwarded to higher officials, Sony india had provided me such kind of phone for 6th time replacement.
dugs_123 said:
Yeah i didnt accept that phone and left the phone at service centre for replacement[pics were taken at service centre].They issued me a new box replacement again on 3rd September which was having 3 black dots in middle of screen...........
I have just shared my bad experience with Sony India . I am unable to use the phone since 30 July[i.e.40 Days]. Now the phone is with service centre and the matter has been escalated.
@Dsteppa You are getting it wrong.These 3 images are the same replacement unit pictures.Just taken from different views.And i have posted this because even though the case was forwarded to higher officials, Sony india had provided me such kind of phone for 6th time replacement.
Click to expand...
Click to collapse
that phone looks like a used phone and under no circumstances is fit to be a replacement, just look at the dust.
Well there have been guys to get their phone in 3-4 days i have been stuck without one since 19 days now, even though i told them that i will be leaving India for 2 months, the senior execs up at xperia support tell me they will do their best and call me back but sadly they do not. So this tuesday if no updates or solutions are given, il be whacking them. I have to leave this wednesday.
dugs_123 said:
Yeah i didnt accept that phone and left the phone at service centre for replacement[pics were taken at service centre].They issued me a new box replacement again on 3rd September which was having 3 black dots in middle of screen...........
I have just shared my bad experience with Sony India . I am unable to use the phone since 30 July[i.e.40 Days]. Now the phone is with service centre and the matter has been escalated.
@Dsteppa You are getting it wrong.These 3 images are the same replacement unit pictures.Just taken from different views.And i have posted this because even though the case was forwarded to higher officials, Sony india had provided me such kind of phone for 6th time replacement.
Click to expand...
Click to collapse
Which service centre in India ?
Could you be more specific, rather than ranting.
Sorry if i seem skeptical because in my experience most of such posts at both HTC and Sony forums at XDA by accounts created just before posting turn out to be fake ones mostly paid out by Samsung.
6 phones.
All faulty??
Guess I'm lucky.
Not one issue since buying in March.
Best phone I've owned sorry.
Sent from my C6603 using xda app-developers app
Have you got your 2 cent from Samsung? get lost bloody !d!ot first post on XDA what do you think we are fools?
cihanleanne said:
Have you got your 2 cent from Samsung? get lost bloody !d!ot first post on XDA what do you think we are fools?
Click to expand...
Click to collapse
Mind you language buddy. I am not acting over here. I have just posted what i have been experiencing since July and about the service provided to me from sony india. I have been using sony products. SO i am not against this product but against the service which is being provided. And also i am not supporting any other mobile manufacturer.Infact I have myself not used any products other than sony.
SO idiot first read the post and then reply accordingly.
If moderators feel this is fake then i request you to delete this thread. Neways it wouldnt matter to anyone unless someone experiences it.
And the service centre name is Mobile technology in Ghatkopar East,Mumbai,India.
Thes service centre people are helpful But they are just the intermediate who just provide me the mobile received from company. And thus my post is against this service from sony india which is providing such faulty units to these authorized service centre.
I have had an amazing experience from Sony. They replaced my phone in 1 day and gave me a brand new one. I had the mic problem. The new replacement works without any problems. By the way replacement from Sony, Pune, India.
Sent from my C6603 using xda premium
dugs_123 said:
And the service centre name is....
Click to expand...
Click to collapse
It sounds like your problem lies with the service centre, not Sony itself. A service centre acts as an agent of another company, but is not part of it.
Maybe you should call Sony direct and tell them how you have been treated by the service centre, so they can refer you to another one, and possibly investigate. Sony don't want a service centre giving them a bad name.
I never had any problems with this phone, although if I have any problems with this phone I just take the backglass off and start replacing parts. Same as I did with my adhessive glue and backglass haha. I'm very happy with this phone and won't be buying the Z1 lol
Sent from my C6603 using xda premium
Dsteppa said:
You were given 6 replacements and yet it's a bad service?
You say that you received the 3 phones on the pictures like that, so why did you accept them in the first place?
Yes some units have some malfunctions, but tell me which phone doesn't, tell me which company has perfect customer service?
Click to expand...
Click to collapse
+1
Surprising... I had a different experience. After they initially tried to blame me for the screen cracking while being handled by the service centre rep, not only did they replace my six month old 6602 with a brand new retail 6603, I also became friendly with the regional manager Sony India, and he's promised me complimentary passes for the forthcoming honami release ceremony. Ymmv...
Dead cookies leave no trails...
Why did you not take it a diff service center, my phone had some camera issues, they gave me a replacement phone next day itself. Coming and cribbing here does not change things my friend, you should definitely go and complaint against the SC, not Sony on a whole.
I would say I really love my phone and all the features it has. But through my experience with sony mobile india, I wouldn't recommend buying a Sony phone to anyone in India atleast
My Problem: HEAPHONE COVER OPENS ON IT'S OWN
-There phone Support is i'll trained
They didn't know Xperia Z had a headphone cover/flap.
-They take atleast a month to reply to your emails.
Their email replies, are fixed with the same paragraphs and wordings..I sent over 8 reminders mails over period of two months.
-Their phone support told me to email them.
-Service center cleaned my phone with a toothbrush and gave it back to me.
Naturally when Sony asked me to submit the phone at a service centre and revert with a job number on email.
Neither did the one month reply time nor the handling Of my phone by them at the Service centre or the posts on this forum about the other issues(dead pixels, lose of water resistance after service etc), I decided against going for it.
Sent from my C6602 using xda app-developers app
Sony service is better than samsung at least. They have a toll free number and people there are really helpful. I got my phone replaced twice. Once due to overheating the replacement unit had pblm with microsd and later i received a perfect unit. Now i have one and xperia z is sold. But i must say sony service is better than samsung and lg combined lol.
Sent from my HTC One using xda premium
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
So I have had my Z3 for about 9 days. I bought it as my work phone and it is used as my primary work line as I travel a lot. I bought the phone directly from Sony.
I have experienced major volume fluctuations where people cannot hear me, static, and garbled voice on both ends.
The phone also runs hot, the camera is not real great and the screen is sometimes completely unresponsive, and the radio is not very good at holding signal. They are adamant that if I return it they will charge a 15% restocking fee even if the phone is defective. So almost $100 to send you back YOUR defective product? Basically, they told me that they are not interested in taking it back on a return. My impression is they they want to do whatever they can to get me beyond the 14 day return window so I cannot return it. Sad. What is your return policy for again? Or I can send it to them and they can return it in 20 days. This is not acceptable for a work line.
So they also had me run the PC companion. No help on phone voice calls or quality. I cannot tell you how disappointed I am with Sony for not standing behind the phone when I have problems with it.
It makes me wonder how they would be for warranty issues down the road.
I had high hopes for the phone and for Sony and their mobile division, but no more..........
I need a dependable quality phone that I can count on to be used as a PHONE.............
Will be back on the phone with them tomorrow to see if I can get them to take it back. And no, given the issues I have had with this phone, and their attitude about it, I would be very concerned about them exchanging it.
I'm sorry for your problems. My questions are where did you get it? I mean the country. What is your carrier? And what is your Z3 model?
Sent from my SGP561 using Tapatalk
Bought it directly from the Sony store. I am in the U.S. And using it on AT&T.
It is the z3 unlocked model.
habu968 said:
Bought it directly from the Sony store. I am in the U.S. And using it on AT&T.
It is the z3 unlocked model.
Click to expand...
Click to collapse
try doing a firmware repair through PC companion to see if it fixes those software problems.
habu968 said:
Bought it directly from the Sony store. I am in the U.S. And using it on AT&T.
It is the z3 unlocked model.
Click to expand...
Click to collapse
I am using tmo version and have no problem.
Sent from my SGP561 using Tapatalk
That's weird which Sony store if you don't mind me asking I returned my z3c no problems full refund no question asked in Orlando millennia mall Sony...
Think that's more bad manager in the store than Sony policy he probably would not meet some kind of sales quota if he does your return so he is being difficult...
I was thinking about trying z3 but now I won't since all these bad stories about Sony taking 3 weeks for warranty replacement without a loaner or worst if they charge me to return it just changed my mind
I'd say take it back to the Sony Store you bought it from, inform them that it's malfunctioning and still under warranty and keep pushing until they agree to fix it. If they still give you a hard time try to find a customer service number for Sony and see if they can help.
If neither can help then return the phone, eat the restocking fee and NEVER EVER buy another Sony product of any kind again.
I'm loving my Z3 but if I had a problem and Sony didn't stand behind their product, ALL their products would be gone from my household.
Most manufactures take that long for a replacement, thats why HTC does cross shipping for $29, giving you a brand new device as you send yours in. Maybe Sony has a similar option, avoiding the wait.
I bought it online directly from Sony. I did the PC Companion update on it Saturday and used it today for quite a while. Still seeing garbled voice and volume issues.
To their credit, called Sony customer support back and got a very helpful person. She pulled the history on the update and offered to either exchange it or let me return it without a restocking fee due to my concerns. She was VERY helpful versus the attitude I got the first time I called.
But they did again confirm a 20 day repair turnaround I'd you have it send it in for repairs.
Needless to say I think it is good business not to charge a restocking fee on a tech issue. Samsung does not nor does Mototorla or Apple.
But in the end they came through. But I will tell you they are very specific on their 14 day return policy. And the days start the day they ship it not when you receive it. Just fyi if that helps anyone.
They don't have cross shipping?
i don't think so as they never offered it to me.
Had a random Crack, sent it to Sony 2 days later they replaced it and sent it back
ya sounds like the phone has issues for sure . However try turning off VoLTE , its under the call settings. Made a world of a difference when i tried my Z3 on att for 2 days. Also there are tons of options under sound/audio. Play with those and see what comes of that as well. I will say though soon as i put my Tmobile sim back in everything went back to normal.