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DaveC64

I've had my Z5 Premium for 7 months. In March, the headphone socket stopped working. Sony repaired it under warranty, then it stopped working again in May. They repaired it under warranty again.

It's just stopped working again. That's 3 times in 7 months. I've contacted Sony support (I'm in the UK) repeatedly before and their only answer is that I have to keep sending it back every time, they don't do replacements. That's ridiculous.

Has anyone got any experience getting Sony to offer a replacement for a phone that keeps failing? If so I'd really appreciate any advice to get this problem sorted out.

I've been so frustrated with Sony's support. One of them told me that she doesn't really work for Sony and they're just a messaging service, they can't get anything done. It's unbelievable to me that such a huge company has such terrible support.

dandy63

@DaveC64 did you buy your phone direct from Sony or thru one of the main retailers here in the UK? If from a retailer i would suggest if you haven't already done so having a 'polite' conversation with them

Also type in Headphone Socket into the Search bar to see other peoples problems & possible solutions for the same problem, perhaps Software Repair/try other headphones etc etc

Good luck :smileysmileythumbsup:

DaveC64

Thanks for the reply. I got it from Carphone Warehouse, it hadn't occurred to me to try for a replacement from them (I think they'll want me to sign up for their extortionate insurance) but I've sent them an email just now, so we'll see...

From the repair notes of the previous 2 problems it looks like the flex that connects the socket to the main board keeps degrading and needs replacing. I would guess that it's to do with the incredible heat the phone generates when it's thinking too hard. Sony just keep replacing the flex but I'm sure it's more complicated than that (bad heat sink maybe? Feels like something is else must be wearing the flex out) and it'll just keep happening.