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So I've been reading the "let us file a complain to SE..." thread lately cuz well...you guess it...my phone developed a crack.
Anyway, I did see that some people have been getting "reconditioned units" that look worse than the ones they already have.
So, how many of you guys have had problems with the service offered by SE/Authorized dealers?
Really interested in this poll, since I just let my X1 to an authorized center...
However, I must admit that I am really unsatisfied with the repai time: they told me that I have to wait 15 working days! Man, what was the premium price for?!
I sent my phone in Tuesday and they still haven't received the phone even though the service center is 35miles away from here...
Add 3-5 working days to get my phone fixed plus another week to get my phone back...so I think I'm there as well
I got back the same phone after I sent it in for a software glitch that I failed repairing myself. It got back in exactly the same condition and earlier than I had thought.
My X1's screen started blacking out when slid open, so I reluctantly sent it in, having heard a lot about cracked plastics and scratched battery covers.
I got it back in just 3 days, which is apparently unusual even for SE service here. No extra scratches or damage.
Oh, and they didn't notice the Hard-SPL...
Well - i got my replacement through vodafone so it doesnt really count
Reading some of the Dutch Forums (e.g. tweakers.net), the average time is 6 weeks for Netherlands. Some poor guy waited 19 weeks.
http://gathering.tweakers.net/forum/list_messages/1326523/20
That's almost HALF A YEAR.
Mine had stylus crack, battery crack, chipped case in three places.
4 weeks since I sent it in, and counting..
OMFG!
How is that possible???
Jeez man...4 weeks? How is it that you haven't killed them already?
If I don't have it by the end of next week I'm gonna drive there myself and have a talk with them...
wow....this is pathetic.
some of the buttons arent working smoothly these days..which means i am screwed if i send it for repair
seems im d only one wit a good story bout this..i got my phone back like 4 days
I sent my x1 to service because left-right buttons plus all other front buttons and touchpad were getting dead.i have to wait 15 min and reset phone 5 or 10 times to get device normal.f*ck sake!i am on contract with my service provider.they said i must wait minimum 2weeks just for answer REPAIR or Change.afterwards i must wait another 2weeks for repair or get new unit.i am gonna have big fight with SE.i am very disapointed.i am not gonna buy any other sony products even sony movies films
I went to a Vodafone store with repair service. Somehow they are authorized to repair phones for warranty. I only had to show my phone, they ordered the parts and they texted me when they received the parts. Then I could wait for it on location while they repaired my phone. I think that's a great service but it's more thanks to Vodafone. I live in the Netherlands, The Hague.
MAkS1 said:
I went to a Vodafone store with repair service. Somehow they are authorized to repair phones for warranty. I only had to show my phone, they ordered the parts and they texted me when they received the parts. Then I could wait for it on location while they repaired my phone. I think that's a great service but it's more thanks to Vodafone. I live in the Netherlands, The Hague.
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Click to collapse
Hmmm, yes, so:
- SE repair service sucks
- Vodafone is great
But I really think that 4weeks is the maxiimum amout of time I would wait for a repair, not just a phone repair but whatever else. Never experienced a repair time longer than 4 weeks, and I would have been really upset hearing about 19 weeks!!!
But what about the repaired phone? Apart from Vodafone people, in ehat condition were your "new" phone? can you be more verbose than the poll?
MAkS1 said:
I went to a Vodafone store with repair service. Somehow they are authorized to repair phones for warranty. I only had to show my phone, they ordered the parts and they texted me when they received the parts. Then I could wait for it on location while they repaired my phone. I think that's a great service but it's more thanks to Vodafone. I live in the Netherlands, The Hague.
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Click to collapse
Hmmm, u were lucky. This is what the Netherlands is like most of the time Mine was out of contract, but the problem is not the shop I went through in Rotterdam - been getting my phones from them for a few years now. I suspect it's the guys in NL who bought the service contract from Sony.
[email protected] said:
But what about the repaired phone? Apart from Vodafone people, in ehat condition were your "new" phone? can you be more verbose than the poll?
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Perfectly repaired, but unfortunately now, a month later, I have 3 cracks. The parts are in so I have to go to the store again. I don't want to go to the store twice every month...
Well,
I brought my phone to an SE Service Center around my Corner. The Display shaked a little. I brought it in on the 7.5.09
Those guys sent the phone to the Xperia guys. Seems that only some people can fix it.
Well, I have not got it back yet. :-(
So I called the Xperia line. The told me, that they did not received it yet...
But the guy was friendly. He is now starting to find my phone. We will see what happens.
Cheers
Jens
SONYERICSSON or a Network Provider???
Come on, in order for this poll to have any impact or make any sense, it should include at least WHICH Country and if SE direct or through a Service/Network Provider! Otherwise its just hot air!
I waited 5/6 weeks for my replacement to arrive aftre the sound went completely.
After SE took delivery initially I received an email to let me know it had arrived. Then nothing for a week, 2 weeks, 3 weeks and so on and so on.
The tracking website was never updated and I never received emails updating me on the progress. I phoned them all the time.
After 5/6 weeks I received a refurbished phone which [TBH] is in better condition than the phone I sent for repair, no consolation really.
Yea...WHAT tracking site? They never even acknowledged the fact that they received it. I had to phone today, to find out they got it on Friday. Even though I ASKED to be informed when they would actually get it...nada.
Anyway, when I talked to the representative and told him I want my phone repaired not replaced (because mine is scratch free and in perfect condition otherwise) he was like..."OH...we'll see what we can do"
People, how hard is to replace a back cover???
But I suppose it's good business taking good scratch free phones and replacing them with "functionally equivalent" but with cosmetic damaged ones...
@michaelthemage
The poll specifies SE Service.
And how many countried would you have included in the poll?
In my opinion, in makes no relevance what country you are in (even though I KNOW there are big differences between SE service centers). SE Service is a global thing, having an international warranty (at least European for me) so in my opinion the quality of their services should be viewed as a whole.
I for one bought my phone in France but since I'm doing an internship in the UK I sent it to Banbury.
So I do think the poll does make sense and I give thanks to all who have voted/will vote and who told me their SE related stories.
I got a global warranty card with my phone but it wasn't much help when my screen died. It is supposed to be a vip service for X1 owners where you can get a replacement phone the same day at any SE service center. Not quite. If you're in a place where they don't sell it, don't expect SE in your home country to send one to the service center you're visiting, they will not, period. And if you look close at the support site there's a somewhat hidden page that shows country by country what is (not-) available.
I shipped it off with fedex to the dealer, who said they will send one in return asap if I paid the courier. It cost me about 100 usd. When they received it, they changed their mind and said they needed the original box and booklets... and they couldn't just replace the phone (ten days since I bought it) and let me send the stuff when I returned home. Cheers...
That said, when I could deliver the box I got a new phone right away from the dealer. SE had no desire to help at all.
I don't like buying phones from operators, rather be free to choose who bills me for the calls, but if the operators service team are better at customer care, I may just do that next time.
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 .
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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?
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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.
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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.
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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?
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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....
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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
After waiting over a month for my phone to be fixed I finally got my Z1 back in the mail last week. First off the phone has the motherboard replaced so a new IMEI was given. This was a problem as Sony said my unlock would remain. Now it's not unlocked and I am still waiting for a code from sony one week later! Next up the speaker grill was missing after receiving my phone. And finally to my discovery I have noticed today my front camera does not work. I take a look at the lens and what do you know, no front camera lens. After over 5 calls to sony complaining with still no luck, agents keep telling me "were working on your case". I keep getting nothing but empty promises from Sony along with the standard "you will hear from someone in 24-48 hours" (they of course never call and I end up having to call them.)
What do I do. It feels like a dog chasing its own tail. No progress, just spinning in circles.
khhhhris said:
After waiting over a month for my phone to be fixed I finally got my Z1 back in the mail last week. First off the phone has the motherboard replaced so a new IMEI was given. This was a problem as Sony said my unlock would remain. Now it's not unlocked and I am still waiting for a code from sony one week later! Next up the speaker grill was missing after receiving my phone. And finally to my discovery I have noticed today my front camera does not work. I take a look at the lens and what do you know, no front camera lens. After over 5 calls to sony complaining with still no luck, agents keep telling me "were working on your case". I keep getting nothing but empty promises from Sony along with the standard "you will hear from someone in 24-48 hours" (they of course never call and I end up having to call them.)
What do I do. It feels like a dog chasing its own tail. No progress, just spinning in circles.
Click to expand...
Click to collapse
Where did you buy your Z1? Try to go to the store and ask for a replacement because of all the issues.
I wish. I bought the phone privately. Bell would not warranty me because I am not a Bell customer, so after 3 phone calls to Sony they decided to warranty my phone. After all, it is still a sony product.
krabappel2548 said:
Where did you buy your Z1? Try to go to the store and ask for a replacement because of all the issues.
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khhhhris said:
I wish. I bought the phone privately. Bell would not warranty me because I am not a Bell customer, so after 3 phone calls to Sony they decided to warranty my phone. After all, it is still a sony product.
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Oh, that's were the problem starts then.. You don't have a payment paper stuff (warranty sheet)?
What's wrong with your Z1 before sending it to Sony?
Sent from my SGP312 using Tapatalk
If you don't have paper and invoice you are lucky they even want to take it and do anything without paying them.
Of course, that's not the reason to do something like that but it's obviously results of a free repair
Sent from my C6903 using Tapatalk
Had a proof or purchase from the last owner but It's just bell would not honor me because I am not part of their monopoly. Sony claims bell handles all c6906 warranties, but ended up getting a repair because of this bell would not honor my warranty. Sony didnt even need my receipt either (The phone hasn't been out for a year yet). The phone originally had issues with random shut offs, then eventually just would not turn back on.
khhhhris said:
Had a proof or purchase from the last owner but It's just bell would not honor me because I am not part of their monopoly. Sony claims bell handles all c6906 warranties, but ended up getting a repair because of this bell would not honor my warranty. Sony didnt even need my receipt either (The phone hasn't been out for a year yet). The phone originally had issues with random shut offs, then eventually just would not turn back on.
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Click to collapse
Even if you aren't a Bell customer they have to help you in the first place. But like always it's ****ty when you buy a used device
Sent from my Xperia Neo using xda app-developers app
Previous owner knows the issue and probably sold it to you at a factor of price but not letting you know it. Sony repair centers are like lottery. Some are good and some are bad. They usually have contract with other companies to do their repair jobs.
I am not sure if Sony has repair center in Canada, but you can check the address you sent in on Google to see where it is.
Let fight to get it done right.
Sent from my C6916 using Tapatalk
In Canada, Flextronics does the repair.
It was the typical brick.
Maybe I'm lucky that they gave me a new device instead
I had bought it privately and with no receipt - but warranty wasn't an issue.
I gave Sony support the IMEI number and they gave me an RMA number with instructions.
Instead of shipping it, I brought it to Flextronics in person since it isn't that far.
Sony uses serial number to check actual mfg date of their products (imei for phones). If it is within a warranty period, they don't ask you receipt. Otherwise, you will be asked even you just bought within a few months.
Sent from my SGP312 using Tapatalk
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?
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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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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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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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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/
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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..
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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.
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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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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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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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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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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
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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.