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Very poor service from Sony, few months ago I sent the phone back for warranty repair, due to logic board failure. They sent back a replacement handset with most of the print faded off the sticker on the behind the battery. Just able to see the imei, phone had the same problem again 6 weeks ago. This time they told me phone was dropped and physically damaged and not cover by warranty, but the phone has never been dropped, not even a tiny scratch on it, been on to them 4 times, they just not willing to repair or replace the faulty phone. Its less than a year since phone was bought. Anyone else have issues like this with Sony? I hope they will never get a sell on their phone anymore.
Sent from my Desire HD using XDA App
Mine xperia x10 has defective motherboard and I sent it 2 times for service but nothing changed.They didn't fix it.SE's service is crap!Try to explain your situation but i don't think they will understand.
Been on the phone to them many times each time over 30 mins.they don't even want to let me talk, keep trying talk over me or else they keep talking while I'm still talking like a 8 year old arguing with me.
Sent from my Desire HD using XDA App
I understand...I am afraid you can't do a lot of things.I will not buy a SE mobile again.You have a problem and they don't want to help you.They don't want you to be their customer....
deconfrost said:
Very poor service from Sony, few months ago I sent the phone back for warranty repair, due to logic board failure. They sent back a replacement handset with most of the print faded off the sticker on the behind the battery. Just able to see the imei, phone had the same problem again 6 weeks ago. This time they told me phone was dropped and physically damaged and not cover by warranty, but the phone has never been dropped, not even a tiny scratch on it, been on to them 4 times, they just not willing to repair or replace the faulty phone. Its less than a year since phone was bought. Anyone else have issues like this with Sony? I hope they will never get a sell on their phone anymore.
Sent from my Desire HD using XDA App
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The x10 is built to fail.
I sent mine in 5 times before they finally replaced my board. 4 months later i am having problems again.
i am more pissed at their 1 year warranty.
Why the hell this expensive phone have only 1 year warranty.
make it 2 year at least especially how many people get phone base on 2-3 years contract.
I am glad they get hacked, it bring me justice to see they lose money but on the other hand, they will just shift their burden over to customers.
I promise myself, this is the last sony product (other then game console) i will ever buy.
They care about profit above all else so use the cheapest repair option.
Sent mine in had to ring em up to stop em just sending it back with a software reinstalation. Eventually they replaced the motherboard and managed to put loads of dents in it and scratch it everywhere!
Now it's started to have the same restarting problem again! Becoming more and more frequent like last time. Hope the warranty isn't 1 year as mines just run out
shaunbu said:
They care about profit above all else so use the cheapest repair option.
Sent mine in had to ring em up to stop em just sending it back with a software reinstalation. Eventually they replaced the motherboard and managed to put loads of dents in it and scratch it everywhere!
Now it's started to have the same restarting problem again! Becoming more and more frequent like last time. Hope the warranty isn't 1 year as mines just run out
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I've heard from some other members that they got their X10s back from service with dents and scratches. Also, in another case, SE replaced a sim-free phone under warranty with a sim-locked one!!!
I am wondering: aren't they supposed to give the phone back in a better condition?
I think if they can assemble the phone without dents, then why do they have to do the dents when they are repairing? This just doesn't make any sense to me.
My_Immortal said:
I've heard from some other members that they got their X10s back from service with dents and scratches. Also, in another case, SE replaced a sim-free phone under warranty with a sim-locked one!!!
I am wondering: aren't they supposed to give the phone back in a better condition?
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They scratched my x10 to S#1^ when they replaced the board.
So you can only think how angry i was about that.
My motherboard was dead, send it in. 4 weeks later I got a new one.
I may be wrong but I believe SE warranty is actually 2 years for x10
Sent from my X10i using XDA Premium App
Hey guys,
I just got back from my holidays, so I wanted to tell you the story about my two Xperia Z2's.
Before I went on holidays I had one of the devices in my pocket. I walked around through town with some friends. After about 30 minutes of walking around, I took the phone out of my pocket. I was shocked, because the screen was broken/cracked! My friends were shocked too, they couldn't believe their eyes.
My friend did a quick google-search and read about other Xperia Z's with similar problems and Sony replacing these screens.
So I called the support the next day, and they gave me the adress to send it in.
Now I went on holidays, when my brother sent me a message, that I got a letter. He opened it and told me what was inside: warranty refused!
They want about 350€ to have it repaired! I was shocked again!
I had the 2nd Xperia Z2 with me, too (girlfriend's device). It was laying in our holiday house (fully charged!), when we went out to the beach. When we came back she wanted to check for new messages, tried to switch it on, but: nada! Hardreset didn't work, pushing the "power-off"-button didn't work either! It won't get recognized via the PC companion neither...
Now I got back and called the Sony support again. First because of the broken display. They say it was my failure, they won't repair it!
They will never repair any broken displays. The say, that the display is so very well produced, that all cracks will be from external physical forces.
But don't you all have your phones in your pocket? I mean, that's the normal usage of a mobile phone, isn't it?
I'm very very disappointed about Sony and their support! This was my first and last Sony phone ever! I will also sell my other Sony devices and get different things instead.
Google for example repaired my Nexus 4 without a doubt - and the phone had some scratches here and there, so a *possible* damage of myself. But they didn't ask, they repaired it!
Yea I've realised how bad Sony service is, not just in phones but other products also, I won't be purchasing another Sony device, the ps4 being the only possible exception but then again I'm a proper gamer so I play the majority of games on pc
I had a similar situation - my previous Xperia Z was a tank (in a good way), put it in my pocket, sat on it (lightly), dropped it, everything, barely a scratch let alone a cracked screen after 18 months. After a couple of months with the Z2, I thought I was being way more delicate with it, and one day I took it out my pocket to find part of the screen wasn't touch sensitive anymore, and found a hairline crack running from around the bottom of the SIM/MicroUSB port cover, across to the bottom of the MicroSD cover.
Given it coincidentally ran from one weak spot on the frame structure across to another, I suspect it's a lot weaker here and allows more flex, so allowing the glass to fracture. Didn't even bother with the warranty, I knew what Sony would say - I took the hit with the £75 excess against my phone insurance
Well, when I had iPhone 4S, Apple replaced my iPhone 2 times even if was hardly scratched and dented. They don't repair iPhones, they replace them, which is a great thing. SONY and other companies should learn from Apple.
Same case f##k Sony
My z2 was water damaged and now they are f##cking with me asking me to pay 400$ for new z2 f##k them
I don't think any company including apple covers physical damages under warranty. Friend of mine also broke her S4 screen from keep it in her jeans pockets which she had to pay for repair. I also dropped my Z2 and broke the screen but luckily I was able to claim it on insurance and they sent me a refurbished device as a replacement. Water damages also fall into physical damages and won't cover under warranty.
kamalmawa said:
I don't think any company including apple covers physical damages under warranty. Friend of mine also broke her S4 screen from keep it in her jeans pockets which she had to pay for repair. I also dropped my Z2 and broke the screen but luckily I was able to claim it on insurance and they sent me a refurbished device as a replacement. Water damages also fall into physical damages and won't cover under warranty.
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Click to collapse
Here in Africa, Samsung covers both Water Damage (Replacing Motherboard) and Screen replacement, any of the 2 or both of the same. TWICE!! Over a period of 2 years. This including Regular warranty you get, for 2 years also.
I don't think anyone really covers physical damage. Too many people have the story of, "I had it in my pocket and suddenly it cracked." though they're too ashamed to admit they simply dropped it.
Also, are you talking normal warranty, or Sony Care purchased warranty? I bought the Sony Care warranty and the guy told me I could smash my phone right in front of him, and he'd simply hand me a new one. I phone that's waterproof, I have my doubts. That was mainly the reason I purchased the Sony Care.
Xaroc8 said:
I don't think anyone really covers physical damage. Too many people have the story of, "I had it in my pocket and suddenly it cracked." though they're too ashamed to admit they simply dropped it.
Also, are you talking normal warranty, or Sony Care purchased warranty? I bought the Sony Care warranty and the guy told me I could smash my phone right in front of him, and he'd simply hand me a new one. I phone that's waterproof, I have my doubts. That was mainly the reason I purchased the Sony Care.
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Click to collapse
I am talking about the normal Sony warranty (which is called "Sony Care" over here - no joke).
I'm really disappointed, even though in a way I can understand them (a lot of people will claim the phone got broken by itself), but on the other than: I had two of the devices not working after just a few weeks of usage, so I'd expect a little bit more instinctive feel from Sony to say "OK, send us both your phones and we'll repair them".
Google replaced the cracked screen on my Nexus 4 without a hassle! I even had the new one here before I sent the broken on back!
They didn't even ask what has happened to the device, even though it HAD some signs of wear allready - not like the Sony which looked brand new!
Another funny story is, that on the UK the BBC reported about the problems on the Z-series and Sony offered all UK-customers to replace their broken screens - but only in the UK, because it was on TV there...
This happened to me too! I sent Sony a mail about repairing or replacing the phone and one Month later they said no because a 3rd party company had repaired the phone while i havent repaired the phone yet?! I repaired the phone and now it isnt waterproof anymore.
Hey guys im new here and i wanted to share my experience with all of you about repair centre(in Germany)
so my z3 has a factory defect (yellowish scrren on the underside of the display , where the navigation buttons are)
and a dent near the earphone jack because i dropped the phone on the earphone jack while exercising (my fault)
After describing my defects on the report i signed and send the repair order on the 3 of august (online) , but send my phone in on the 10. of august. i send the phone and the charger with a box sony send to me.
at first no sign beside (Device received) (11.08)on the Mysupport page
and no email notification about my repair status at all (you need to work on this sony)
but then Saturday (14.08) i got an email that states my device is on its way back to me
I was't home that day so i just received my device today (DHL's fault , sony already send the device on Friday)
after checking the display , it got fixed under warranty they also check the charger ,and to my surprise the dent on the aerphone jack also gone (they also replace the Alunimium frame), and the earphone jack feels new. They even gave me a new back and front screen protector.
i am hoping the repair status would be more informative.
but hey ,I am now a happy customer ,and prepared to sing a praise for your wonderful service, thank you very much sony
phone bootloader is locked , and i flashed kitkat firmware before sending it in (unroot)
It looks like You're just lucky or you got a good service centre in your country's xperia care is the good one. Because in some countries, their service centre is a joke.
I ordered my xperia l's back cover there and didn't get it until now (from 3 weeks ago) but they promised it will not take long times
Sent from my D6653 using XDA Free mobile app
AlvinZahran98 said:
It looks like You're just lucky or you got a good service centre in your country's xperia care is the good one. Because in some countries, their service centre is a joke.
I ordered my xperia l's back cover there and didn't get it until now (from 3 weeks ago) but they promised it will not take long times
Sent from my D6653 using XDA Free mobile app
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it appears that sony service centre arent really sony service centre. they just contracted 3 rd party firms to fix their phones. thats why the experience arent the same.:cyclops:
parental92 said:
it appears that sony service centre arent really sony service centre. they just contracted 3 rd party firms to fix their phones. thats why the experience arent the same.:cyclops:
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Click to collapse
Indeed - well, in the UK it is a company called SBE Ltd.
I've had a similar experience to you recently. My phone got very hot just sitting on the side discolouring the screen on one side and unsticking the screen ruining the waterproofing. I sent mine in and heard nothing for about 6 working days then suddenly got an email saying my repair had been delayed and the next day another email saying it was on its way to me. They seem to have replaced my screen and the magnetic charging port at the very least :good:
cadboncopyvw said:
Indeed - well, in the UK it is a company called SBE Ltd.
I've had a similar experience to you recently. My phone got very hot just sitting on the side discolouring the screen on one side and unsticking the screen ruining the waterproofing. I sent mine in and heard nothing for about 6 working days then suddenly got an email saying my repair had been delayed and the next day another email saying it was on its way to me. They seem to have replaced my screen and the magnetic charging port at the very least :good:
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Click to collapse
yea i think sony need some kind of positive review. beacuse when you google xperia service centre usually bad review comes up :crying:
Just wanted to share my experience so far with my Z3, a phone that I actually love. I have owned mostly Sony Mobile products for the last 5 years but after this experience, this will undoubtedly be my last. Any constructive opinions or advice would be appreciated as im sure other have had similar experiences.
So in essence, my phone has been sent in 3 times for warranty work to the Canadian Repair Centre in Ontario. Each time the phone has been returned with damage or defects.
I purchased a Sony Xperia Z3 in November 2014 direct from Sony for $721.05 (Phone #1).
In August 2015 I sent this phone in as the phone stopped working completely (RMA #1). The repair center tested and replaced this phone with a new one (Phone #2). In September 2015 the replaced phone arrived back with a white pixel issue on the screen (this wasn't even an OCD issue, there was clearly a white spot on the screen that almost looked like a hole, but was probably a pressure point).
This phone was sent back to the repair center in October 2015 (RMA #2). The phone was still new when sent back for repair and had the protective plastic wrapping on it (I didnt even bother to set up the phone as I knew when I turned it on that I would be sending it back). When it was received back from repair (still IMEI #2) the glass back plate was detached and the phone had heavy scratching on the back panel as it was shipped loosely without any protection in a large cardboard box. The glass back was not properly attached because they of course had to remove it to replace the screen ( I could literally slide a credit card between the panel and the frame). This time, I had to contact the repair center over 15 times to get another RMA number. I had my issue escalated to 3 different supervisors, each who never returned phone calls when they said they would and refused to look into my issue despite photos being sent outlining the issue. I demanded the phone be replaced as I had no confidence that the phone would ever be repaired properly to original specs (this is advertised as a waterproof phone and the back plate was not even attached properly from the repair center). In addition, the phone was shipped across the country improperly in a loose box with no bubble wrap which heavily scratched the back panel and potentially hurt the longevity of the device. I kid you not, the phone was literally thrown into a cardboard box with nothing around it and shipped. Angry about the lack of service for such an expensive device and the clear incompetence of the repair centre, I demanded a replacement and they agreed to look into the issue and agreed to provide me compensation for the time I was without the device (as it took several weeks for them to agree to issue the RMA).
Finally, after over a month in Dec 2015 I received another RMA number (#3). I sent the phone back for the third time and it was returned to me on Dec 14, 2015 with the same issue (still IMEI #2). The back panel is still heavily scuffed (this phone was new when originally sent in) and the back panel is not attached properly. The panel has a gap at the bottom as before and makes a noise when held as if the panel is coming detached from the device. As previously mentioned, this device was advertised as IP65 and IP 68 dust and waterproof and this repair is not acceptable. The repair facility is clearly incapable of repairing the phone to an acceptable condition. The customer service experienced is absolutely horrific and I have been treated very poorly. I spent over $700 on this phone and have been without a working device for almost 6 months because this repair facility is unable to provide timely service of any acceptable quality. I have wasted hours and hours on the phone describing this issue to people who do are not interested in solving a legitimate warranty problem. I cannot waste any more time sending this phone back to a repair center that cannot repair phones properly. I can't waste any more time on the phone with service representatives who do not take this issue seriously and refuse to provide a solution. It is now December 29th and I have received no response from Sony despite being promised a response within 48 hours on December 16th. I highly doubt they will contact me so the next step is to seek legal advice.
In my opinion its just not worth it to buy one of these phones anymore. The service quality and attention is so dismal that there is just too much risk if you ever find yourself needing warranty service.
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Sorry to read about your experience, that back is terrible... I think you got a lemon, I have the same D6603 since day 1 and never had a single issue with it, this phone still runs like it's new out of the box. I've never been so impressed with a a phone since owning this one.
Sent from my D6603 using Tapatalk
I love the phone too but the service level if you need warranty work is atrocious. It's a helpless feeling.
The infamous 3rd party logistics repair company that sony contracted in mississauga. Heard too many complains about them.
I had to deal with them one time because my z3 had quite a few stuck pixels. Sony gave me the rma and I shipped the phone in along with my receipt for a warranty repair (yes i realized you were suppose to send a copy of receipt). One week later, they sent me a quote for out of warranty to fix the screen and the parts because they threw out the box i shipped with and the receipt in there. I escalated with sony at least 3x before the 3rd party centre decided to give me 'courtesy' repair for no warranty. Here's the thing when they say they will reply to you about the escalation. They won't even bother to call back so I always call them on the same day demanding to speak to supervisor about the case.
A week later they shipped my phone back repaired and in decent box to cushion. The phone to my surprise was in a new frame and looked like new along with the back panel glued properly. in the box, there was also paperwork saying it passed waterproof test and i confirmed it with my own pressure sensor test.
Now back to your topic. Did you try to run diagnostic on your phone with the pressure sensor to see if its waterproof? Did they send paperwork saying the phone is waterproof?
darkknight200 said:
The infamous 3rd party logistics repair company that sony contracted in mississauga. Heard too many complains about them.
I had to deal with them one time because my z3 had quite a few stuck pixels. Sony gave me the rma and I shipped the phone in along with my receipt for a warranty repair (yes i realized you were suppose to send a copy of receipt). One week later, they sent me a quote for out of warranty to fix the screen and the parts because they threw out the box i shipped with and the receipt in there. I escalated with sony at least 3x before the 3rd party centre decided to give me 'courtesy' repair for no warranty. Here's the thing when they say they will reply to you about the escalation. They won't even bother to call back so I always call them on the same day demanding to speak to supervisor about the case.
A week later they shipped my phone back repaired and in decent box to cushion. The phone to my surprise was in a new frame and looked like new along with the back panel glued properly. in the box, there was also paperwork saying it passed waterproof test and i confirmed it with my own pressure sensor test.
Now back to your topic. Did you try to run diagnostic on your phone with the pressure sensor to see if its waterproof? Did they send paperwork saying the phone is waterproof?
Click to expand...
Click to collapse
Look at the photos. I dont think that is a waterproof phone. Its not even assembled properly. I took one look at it and didnt even bother to turn it on. Its been sitting in the box because I dont want to touch it. This is the second time its come back from the service center with back panel issues.
forzanerazzurri said:
Look at the photos. I dont think that is a waterproof phone. Its not even assembled properly. I took one look at it and didnt even bother to turn it on. Its been sitting in the box because I dont want to touch it. This is the second time its come back from the service center with back panel issues.
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Click to collapse
I have been asked now to send the device in for the fourth time and was told I would be getting info and a shipping label on Dec 23rd. I still havent recieved that and I cant get anyone to return calls or emails. This is infuriating. Their mobile division is pretty much dead and I seriously advise people to stay away from their devices. The support is nonexistant post sale.
forzanerazzurri said:
I have been asked now to send the device in for the fourth time and was told I would be getting info and a shipping label on Dec 23rd. I still havent recieved that and I cant get anyone to return calls or emails. This is infuriating. Their mobile division is pretty much dead and I seriously advise people to stay away from their devices. The support is nonexistant post sale.
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Click to collapse
just gotta keep following up and pursuing their supervisor. Ya i know its frustrating and probably everyone went on holiday during that time.
darkknight200 said:
just gotta keep following up and pursuing their supervisor. Ya i know its frustrating and probably everyone went on holiday during that time.
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Click to collapse
Thanks man. Its just I have been without a resolution or a fully functioning device since August 2015. Does Corporate Sony not want to know about this stuff? It makes them look awful.
forzanerazzurri said:
Thanks man. Its just I have been without a resolution or a fully functioning device since August 2015. Does Corporate Sony not want to know about this stuff? It makes them look awful.
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hm you can try posting your problem on sony canada fb page. I remember few months ago, someone that was as frustrated as you posted and managed to get the upper people to contact the person.
to clarify the fb page since theres too many that can cause confusion, it would be sony mobile CA.
https://www.facebook.com/sonymobileca/
darkknight200 said:
hm you can try posting your problem on sony canada fb page. I remember few months ago, someone that was as frustrated as you posted and managed to get the upper people to contact the person.
to clarify the fb page since theres too many that can cause confusion, it would be sony mobile CA.
https://www.facebook.com/sonymobileca/
Click to expand...
Click to collapse
Thanks for your help. I am just going to sue them. Seems far easier than dealing with them.
What a pity..
I am quite shocked by your experience, however I can't agree with conclusion that it is not worth it to buy these phones.. And I can illustrate it by my very own service experience here in Germany.
My Z3 was purchased on contract with carrier, for the phone + unlimited flat + 2GB LTE + 1GB LTE in roaming I pay 35€ on 24 month contract. I have had been good to my phone, carrying it in Sony wireless charging case, which has a quite hard back and the phone survived many hard ground landings, sometimes scratching the metal edges. I also flashed different firmwares (maybe 60-70 times).
After 9 months, I spotted yellowish spots on display, close to where on/off button is. After making sure that it is not anyway firmware related, I sent the phone to repair center, claiming warranty repair.
The phone got checked, malfunctioning backlight was diagnosed, phone was repaired and sent back, whole thing took just 1 week and phone arrived by DHL on 24th December, costing zero to me. I expected that the backlight/display would have been replaced, but when I got the repair statement later on by e-mail, I was quite surprised, as the parts exchanged for new was display/touchpad assembly, sound speakers, cover glass, and metal casing (goodbye scratches)... The phone looks again like total new. Plus the repair center sent with it free screen+back protectors.
So, maybe you just had a back luck, but I am definitely satisfied with service here..
ondrejvaroscak said:
I am quite shocked by your experience, however I can't agree with conclusion that it is not worth it to buy these phones.. And I can illustrate it by my very own service experience here in Germany.
My Z3 was purchased on contract with carrier, for the phone + unlimited flat + 2GB LTE + 1GB LTE in roaming I pay 35€ on 24 month contract. I have had been good to my phone, carrying it in Sony wireless charging case, which has a quite hard back and the phone survived many hard ground landings, sometimes scratching the metal edges. I also flashed different firmwares (maybe 60-70 times).
After 9 months, I spotted yellowish spots on display, close to where on/off button is. After making sure that it is not anyway firmware related, I sent the phone to repair center, claiming warranty repair.
The phone got checked, malfunctioning backlight was diagnosed, phone was repaired and sent back, whole thing took just 1 week and phone arrived by DHL on 24th December, costing zero to me. I expected that the backlight/display would have been replaced, but when I got the repair statement later on by e-mail, I was quite surprised, as the parts exchanged for new was display/touchpad assembly, sound speakers, cover glass, and metal casing (goodbye scratches)... The phone looks again like total new. Plus the repair center sent with it free screen+back protectors.
So, maybe you just had a back luck, but I am definitely satisfied with service here..
Click to expand...
Click to collapse
Thing is in Canada, sony contracted a 3rd party logistics company to deal with repairs for Canadians. Their reputation is not that positive and will seldomly have some good effortless repairs.
darkknight200 said:
Thing is in Canada, sony contracted a 3rd party logistics company to deal with repairs for Canadians. Their reputation is not that positive and will seldomly have some good effortless repairs.
Click to expand...
Click to collapse
Same in Germany, repairs are done by 3rd party contractor..
sad to see such bad service. I'm located in malaysia, and they are using 3rd party service centre for repairs as well. the one i send my phone in just happened to service Mi phones as well.. and got me worried on the level of service.
i sent my phone in due to inresponsive touchscreen at the centre. (ok, this is actually my fault as i was replying text before i doze off at night. woke up with the phone under my bum)
the service centre told me usually this is not covered under warranty (phone is 9 months old) but they will repair it under warranty anyway and advised me to be more careful in the future.
The phone was repaired in 3 weeks (it was christmas weekend)
this... has a HUGE contrast with direct service centres experiance i had with Samsung Malaysia (SME) when i was on my previous phone, the Samsung Note 2. The experiance is downright horrible.
I don't think you can blame Sony. I have had my Sony repaired three times, all my own fault. The first time, I dropped it and broke my screen. Sent via Vodafone to Dynafix. Got it back with a week(!) and cost me nothing.
The second time, dropped it again and the next day, I woke up bu tmy phone didn't. Sent via Vodafone to Dynafix. Got it back with a week(!) and cost me nothing.!
The third time, dropped it again, slide out of my pants when I went to the toilet. Again, broke my screen. Sent via Vodafone to Dynafix. Got it back with a week(!) and this time it costs me 219 euro! :silly: A shame, but my own fault. Now using a bumper case again, which I think is a waste since the phone doesn't look nice at all with it.
In my experience it depends on the service center head not the company. When i had a similar issue with the service center people, i raised to the sony care and they sorted out my issue.
I have just the opposite experience. Phone hit the ground 9 months ago and one bump of the corners war broken. Rest ok. After 9 months, the screen started to flicker and sometimes a pixel-salad of all colours appeared instead of the usual screen interface. Also, screen broken. I expected Xperia Care to tell me that the screen was broken as my phone fell off but instead of this, they repaired the screen, the bump, one scratch on the back panel, provided me two additional screen protectors... and everything under guarantee and for free!!
I loved Sony products in the past... but now even more. With the around 200$ I expected to pay for the repair I will buy now a Smartwatch 3
It varies from one country to another, here in Spain, if you send in your Xperia phone for repair, they'll even change the covers if they've scratches, it happened to me twice but you gonna be without a phone for 3 weeks
I'll share my story as well - I was a long-term iPhone and Windows Phone user - since the first iPhone I switched to Windows Phone when it launched, and then to Android because I fell in love with Xperia Z. My experienced, however, quickly began to deteriorate.
First, I experienced problems with the screen on my Z - which somehow disappeared later. But after a few months, the phone developed a really big issue with the battery which couldn't hold half a day of being locked and in my pocket. Foolishly, I went to Sony Centre hoping they would help me - there I was told that Sony Centre has nothing to do with Sony Mobile - even though they do see Xperia phones there...go figure... and was told to contact Sony Mobile directly. So I did - the less then polite customer service representative told me I have to ship the phone to their warehouse/repair centre in London - and pay for it. Since the phone was still under warranty, I did - and after 23 days I got it back with a note "no fault detected". Needless to say, the battery was not replaced and ironically completely discharged when it arrived back. Charged it, turned the phone on, went to work... at 12am, 18% left. At this point I should mention I tried many things to fix it - software, roms, reboots etc. nothing helped. I contacted them and sent it back again - this time, I got the battery replaced, but the phone arrived completely destroyed... you remember those anti-shatterproof films Sony used to apply on their phones ? It was scratched all over, front and back.
Well, that's life - but after a while I got Xperia Z3. Man, what a beauty - I was in love with Sony again. BUT! A little over 12 months after I got the phone - the microphone started to misbehave. Whenever you plugged in a headset, microphone would not work. Then, it stopped working when using loudspeaker. Then the camera stopped working, displaying errors all the time. In the meantime it broke 3 microSD cards ( sandisk ). So I contacted Sony again... this time it went even worse. Got told that phone is no longer under warranty and If I want - I can send it to the same, dreadful location in London, at my own cost - and pay 75 quid for "diagnosis" after which, if there are any faults, I can decide to have it fixed and pay for the repairs. After explaining what's wrong, the technician said they would probably have to replace the microphone, wiring and the camera for an approximate price of 250 quid... plus diagnosis and shipping - both ways. I was speechless... told him it would be cheaper to get a new Z3 off Amazon to which he basically laughed at me...
The moral, or conclusion of this story is - ladies and gentleman, however we might love Sony or Sony devices - they do not give a flying fk about their customer.
Sorry to hear your experience.
My experience has been very good with sony. After a year of Z3 (under contract with EE) had a crack in the corner front screen, i had switched to Moto X. Thought let me give a try by sending it to the repair centre and get a quote. I sent on a thursday. And next tuesday, I get a mail saying, My phone is on the way back. But did not give any indication on the repair status. Two days later, i received the phone and to my surprise screen was fixed. No charge..everything under warranty!!! High Street repair guys asked for 110GBP!
Next I sent my wife Z3 compact (again contract but with Vodafone), which has the front screen glue coming off and proximity sensor not working. This time go the phone back in two days.. but old phone exchanged with new phone. (But unfortunate that it is still locked to vodafone)
But atleast the both phones fixed free of cost. Was really impressed. When compared to other manufacturers, Sony is still much better. My Samsung tab S screen cracked and cost of fix is 140GBP and samsung centre quoting 220 GBP (Cost of a New tablet!!!)
Looks like sony repairs are hit or miss.
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.
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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?
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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.
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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....
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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.