topic Problems with phone warranty repair in Z Series

Problems with phone warranty repair

Pastizzi — Tue, 06 Dec 2016 16:12:49 GMT

Hi,

i bought my phone in September last year and initially was very pleased. After less than 4 months the front glass screen started coming loose in the top right corner.

I sent it for repair and received the repaired device 9 days later. Towards the end of September the rear camera failed and all I saw was a black image. Again it was sent for repair and returned 12 days later.

At the end of October, having had the phone back less than 3 weeks, I noticed the screen coming loose again. It wasn't sent off for repair till mid November as I didn't have a spare phone and I was very reliant on it. A week after it was received by the repair centre I received a message saying there was a delay due to lack of parts. After another 5 days I was given the choice of a replacement phone in white or waiting until next March for the repair. I wasn't keen on accepting a white phone but being completely without a phone was much worse so I asked if I would be able to exchange the phone for a black one when stock arrived. I was told this would be considered if the replacement was undamaged. I accepted this and was told the phone would be dispatched within 48 hours. I am still awaiting either notification of dispatch or a response to a formal complaint I sent. I've been without a phone for almost 3 weeks now and have no clear idea of whether or not I'll be receiving the replacement or not.

Advice would be appreciated, thank you.

Re: Problems with phone warranty repair

Didrik — Tue, 06 Dec 2016 16:19:40 GMT

Hello @Pastizzi,

Welcome to the community!

I'm so sorry to hear that.

Unfortunately I will be unable to assist you with this as repair and warranty procedures are handled on a local level. I would recommend that you contact your Local support for further information about your case.

Let me know how it goes!

Re: Problems with phone warranty repair

Pastizzi — Tue, 06 Dec 2016 16:35:16 GMT

Thank you for your prompt response Didrik.

I have been dealing with local support and Sony Xperia's Management team, however they do not provide a direct email so when I reply I get an automated response saying they will respond within 48 hours and then I receive a message saying they have passed the message to the escalations team who will get back to me within 3-5 working days. I am not happy to discuss it over the phone as from past experience I receive conflicting information depending who I'm talking to. Is there a direct mail address available that could expedite discussions?

Re: Problems with phone warranty repair

shefg — Thu, 08 Dec 2016 07:27:28 GMT

Yes, same on my side.

I've sent my phone for repair 22NOV. It has been received 23NOV.

I've just received an email 29NOV mentionning "Your repair is being delayed, sorry for that etc.." but not a single news about why the dealay, what was the step, like analysis, pending spare parts, repair on-going, etc..

Lack of information is a pity.

Re: Problems with phone warranty repair

lsb — Thu, 08 Dec 2016 10:17:51 GMT

Same here! three weeks today with no mobile and a lack of communication. (lack of parts, sending a replacement) finding it frustrating when your not kept informed

Re: Problems with phone warranty repair

CWR — Fri, 09 Dec 2016 15:36:54 GMT

Having a similar experience with my Z3c repair, which also has a screen fault. Received an email a week later saying the repair had been delayed for some reason, so emailed support who replied within minutes to say the engineers were waiting on parts, fair enough I thought. Then next day had a call from escalations team offering a new phone due to the delay (also white, but not that fussed), which I accepted as seemed a good deal under the circumstances. That was Thursday the 8th December, nothing arrived today, no despatch information, fingers crossed for the weekend. Whole process still been less than 2 weeks so far for me not too bad really.

Re: Problems with phone warranty repair

betruger — Fri, 09 Dec 2016 16:46:42 GMT

Hi!!!, I also send it to repair and they have lost it. Now they are escalating the problem but nobody in the Spanish SAT decides something. I´ll never buy another Sony Xperia.

Re: Problems with phone warranty repair

Pastizzi — Fri, 09 Dec 2016 23:20:07 GMT

Well today I finally had a good result... I won't be getting my Z3c back as I've received a new Xperia X as a replacement. It's a shame it took so much complaining and effort to achieve but am happy with the outcome.

Re: Problems with phone warranty repair

Didrik — Wed, 14 Dec 2016 11:53:29 GMT

Hello again @Pastizzi,

I'm glad to hear that you were able to get this sorted out in the end. Congratulations on your new Xperia X!

Re: Problems with phone warranty repair

Pastizzi — Wed, 14 Dec 2016 12:19:12 GMT

Thank you, it is certainly good to have a phone I can use again.

I'm still hoping I can come to some sort of agreed resolution regarding the other part of my complaint regarding a cracked screen on my Z1. I'm still waiting to hear back from either local support or the repair centre regarding issues I raised on that. Hopefully I won't have to chase them but I suspect the matter will be forgotten if I don't.

Re: Problems with phone warranty repair

EsperandoNotici — Tue, 20 Dec 2016 15:58:21 GMT

Same here - have now been without my phone for seven weeks. Every week I contact the service centre (Spain) and they tell me that they are still awaiting parts and that they can't tell me how long it will take. Surely the parts supplier can tell them how long it will take to supply parts? Surely they know how long a repair takes?

I used to recommend Sony phones to friends and family, from now on I'll be recommending everyone I know to steer clear of Sony products. Absolutely useless.

Re: Problems with phone warranty repair

Didrik — Wed, 21 Dec 2016 13:14:56 GMT

Hi @EsperandoNoticias,

Sorry to hear that and I'm sorry that you feel that way.

Unfortunately I will not be able to assist you with this, I would however recommend that you contact your Local support to see if they are able to get some more information about your case.

It's also worth mentioning that sometimes it's hard to get an estimate for when spare parts will arrive, especially when it concerns slightly older models. I understand that this is frustrating but there isn't much I can do on my end to affect this. This is a global forum and as service and warranty procedures vary on a local level your local support team is better suited to provide you with further information.

Let me know how it goes!

Re: Problems with phone warranty repair

EsperandoNotici — Wed, 21 Dec 2016 14:14:47 GMT

Thanks for your reply.

I've contacted them every week for the last 6 weeks, they have no information except what they already told me about 'awaiting parts'. Yesterday they told me they'd try and get more information and get back to me... needless to say that hasn't happened either.

Re: Problems with phone warranty repair

Didrik — Wed, 21 Dec 2016 14:56:47 GMT

No worries. Oh I see.

I'm sure that they will contact you as soon as they are able, it could be as simple as the agent supposed to contact you called in sick or had to leave early for the day. Stay positive and I'm sure this will work out in the end!

Re: Problems with phone warranty repair

afgmasso — Mon, 26 Dec 2016 18:23:06 GMT

Same problem with TA, I sent me z3c on november 14th with a vibration problem and I'm still waiting. It's me fourth and last Xperia

Re: Problems with phone warranty repair

EsperandoNotici — Sun, 01 Jan 2017 18:41:20 GMT

I've contacted them a few more times over the last two weeks but still haven't received any information. Starting to wonder if I'll ever see my phone again.

Warranty not honoured after screen cracked whilst on charge overnight

Pastizzi — Thu, 05 Jan 2017 10:10:21 GMT

In early October of last year I sent my Z1 to be repaired when I found the screen cracked and unusable after leaving it on charge overnight. Nothing had fallen onto it and it had not fallen off the kitchen counter where I left it charging.

On 19th October, a week after the repair centre received the device, they quoted £115 to replace the screen claiming the damage was caused by an impact. Since then I have been debating and regularly chasing them and have also submitted a written complaint but all to no avail. They have also stated part of the screen was missing which was not the case when I sent the device in as it had a screen protector installed. I have never received any communication from Sony Support without having to chase them regarding this matter which is part of the reason it has taken me this long to finally agree for the device be returned to me without repair. Over 3 weeks was wasted by customer support not escalating the matter in the correct manner despite my chasing it on 2 occassions during that period. The only evidence they have been able to provide me with is a picture highlighting damage to a part of the screen and this damage was not visible when I sent them the phone. The warranty expired on 22nd December 2016. Overall the way this matter has been handled is diabolical and totally unprofessional.

My only option now is to take legal action against them which I will seriously consider when once the device has been returned to me.

Re: Warranty not honoured after screen cracked whilst on charge overnight

Uliwooly — Thu, 05 Jan 2017 10:13:50 GMT

@Pastizzi

I understand that you are upset but don't create duplicate posts, keep in mind that this is a user based forum.

Re: Warranty not honoured after screen cracked whilst on charge overnight

Pastizzi — Thu, 05 Jan 2017 10:21:48 GMT

I'm sorry I was not aware I was making a duplicate post. I tried to post this under Xperia Z1 and not in this thread. The first time I tried to post it came back with an authentication error.

Re: Warranty not honoured after screen cracked whilst on charge overnight

Pastizzi — Thu, 05 Jan 2017 10:23:20 GMT

@uliwooly Just to clarify, this repair concerns a different device to the Z3c repair mentioned at the start of this thread. My other phone was a Z1 which is where I'm now having problems. I tried to post under the Phone > Xperia Z1 forum but my post seems to have disappeared. Please could you advise.