Warranty Repair: My Horror Story

[LumberMacc]

Update: Sony sent the phone back unrepaired and I managed to return it to Amazon.

OP:

My XA2 wasn't recieving calls after the phone had been in my pocket for a while. After talking to Sony and T-Mobile support, we determined it was a hardware issue with the phone.

I was told the repair would take 14 days to complete, and on April 25th I sent the phone back with Sony's prepaid label to warranty repair. It was recieved and signed for on April 27th. 

It's over a month later and I've called probably half a dozen times over the last two weeks requesting an update on my repair. I've been told everything from "The phone is going to be shipped back to me by the end of the week" to "The repair hasn't even begun."

Today I was told the components needed for repair wouldn't arrive at the facility until July 6th, two and a half months later. I'm trying now to get a replacement phone, as this estimate of 14 days was absurdly incorrect. I'll update this post as things develop, but its gonna be hard to buy or recommend a Sony device after all this.

What are your stories?

[davidhozic · Accepted solution]

I don't know about where you live but where I live, there is a max 45 day limit of repair(including non work days, holidays) since the day you turned in your phone, after that they have to give you a new phone. Check your local laws to see if there is any limit.

[MM93]

This doesn't sound promising. Just sent my XZ1 compact in for repairs.  It's been a big hassle just getting to the point of sending the phone in.  Best Buy said if the factory warranty is still valid they won't do anything.  Phone is only 6 months old.

[Dava66]

Sent my XA1 in. 10 months old. 

Was told not under warranty. Some bs excuse. Needs a new screen. No idea why not covered. Abs outrageous. Last Sony product I will buy! 

[Cooldude57]

I had the exact same, problem with hardware on XA1, definitely not my fault, but wasn't covered by warranty apparently

[Pablos1888]

Me too, but withXA1,totally shocking customer service...

[mllapan]

I live in Bosnia where I can not even find a service to return it.

They are able to sell, but they don't care to fix.

Probably last Sony device in my life and life of my customers for whom I was recommending Sony or Samsung products after Philips became Just one more Chinese broken company.

Seems this is worse than Philips, at first as devices are not 5% stable as Sony products few years ago, secondly that repair or return is impossible here, as I cant find any service in our country.