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khoadang

Hi everyone,

I'm the owner of sony Z3 D6616 Tmobile, I bought it from a shop in Vietnam less than a year ago and still have my warranty. It was working perfectly the first for 2 months

After that, I travelled from vietnam to hungary to study and my device started having touchscreen problem. I always make sure that all the flaps are closed and I never use my phone under water or rain. I just put it in my pocket and the sweat went into the headphone jack

There are 2 areas, on the line of the headphone jack and over the notification bar which are not very responsive. I having been living with this problem for 5-6 months. There is also a tiny drop of water inside the main camera which can only be seen when taking picture under low light conditions (not really matter)

I tried to turn off the phone and put it in a rice bag for 1 day or 2 days to dry it + use sony PC companion to fully reset the phone. However, the problem still persists

My friend in Hungary also had the same problem and he went to many shops in Hungary to ask them for a fix including sony. He bought his phone in Hungary. The store he bought rejected to fix it

They didn't dare to fix it, or if they could, they asked for half of the phone price to replace everything. He rejected it

He was mad and he went back to Vietnam and they fixed his phone for ~$40. They replaced only the glass, not the digitizer

I'm not in Vietnam now so I cannot bring my phone to fix and I heard the story from my friend, I really don't know what to do

I bought a waterproof phone with a lot of money and it couldn't surrive in my pocket within 2 months compared to my iphone and galaxy S3, I was using for more than 2 years without any problem

Should I bring my phone to Sony center in Hungary (Budapest)? I checked sony website but I don't know exactly where Sony warranty center is. Which one is the true and the most reliable?

Of course I don't want to fix it for more than $40 for a potentially recurrent problem. Headphone jack is not covered so sweat can get in

Please help

Thank you

Uliwooly

@khoadang

The glass its the digitizer, since the Z3 use a LCD IPS, as for warranty, it only apply on the country it was purchased, in this case Vietnam. Also, the headphone its waterproof.

CameronT

Hi @khoadang,

Welcome to the community.

The headphone jack of the Z3 has a waterproof membrane to prevent liquid from ingressing into it. I don't know exactly how the moisture got in your phone as there's several different reasons that it could have.

It's a tricky situation when you have an overseas phone, as it's unlikely to be covered by warranty in your region. Generally it can only be repaired in the country of origin. It's odd that they would only replace the glass as the screen replacement usually includes the LCD, glass and digitiser as a single component and they generally just replace that.

I think the best option here is to contact your local support team using the link in my signature and see if they will be able to repair it for you, and if they have a rough estimate of the cost. I'm sorry to hear about your experience, hopefully you can get it sorted out.

khoadang

I sent a message to the local Sony center in hungary via the website. Let see how they answer

Uliwooly

@khoadang

Keep us updated

khoadang

I sent them the message several days ago but it seems like they will never read it

Uliwooly

@khoadang

what if you call them?

khoadang

Dear Mrs./Mr. Rain,

Thank you for contacting Sony Xperia Support.

First of all we apologize for the delay of our answer. We are also sorry to hear you experience any issue with your Sony Xperia Z3 device.

Your smart device is waterproof and dust resistant in compliance with the Ingress Protection (IP) ratings IP65 and IP68, as explained in the table below.

These specific IP ratings mean that your device is dust resistant and is protected against low pressure water stream as well as against the effects of immersion for 30 minutes in fresh (non-saline) water up to 1.5 meters deep.

You can use your device:

· in dusty environments, for example, on a windy beach.

· when your fingers are wet.

· in some extreme weather conditions, for example, when it’s snowing or raining.

· n fresh (non-saline) water depths of 1.5 meters or less, for example, in a fresh water lake or river.

· in a chlorinated swimming pool.

Even if your device is resistant to dust and water, you should avoid exposing it unnecessarily to environments with excessive dust, sand and mud or to moist environments with extreme high or low temperatures. The waterproof ability of the micro USB port, the SIM card slot, the memory card slot and the headset jack cannot be guaranteed in all environments or conditions.

Never immerse your device in salt water or let the micro USB port or headset jack come in contact with salt water.

In order to solve your issues, we suggest you to run a test on your Xperia Z3 phone via Xperia Diagnostics application. We inform you that you can use the Diagnostics feature to test the functionality of your Xperia™ mobile phone in an easy way and helps you to identify possible malfunctions more easily. By using it you are able to test single functions or to run all tests in a sequence. In order to test your phone with Xperia Diagnostics

1. From your Home screen, tap the Application screen icon.
2. Find and tap Settings > About Phone > Diagnostics.
3. Tap Test device, then tap the relevant tests.

We would suggest you to have your phone thoroughly checked by Sony Mobile authorized service center, Cordon Electronics Hungary. Before the experts can determine theyou're your Xperia Z3 can be repair, the service technician has to examine your device. These are the ways you can have your phone sent to our authorized service center:

· Pick-up service. The customer can request the pick-up of the Xperia device on the following email: sonymobile_szervizmegrendeles@cordongroup.hu. Shipping cost must be covered by the customer in case of out of warranty repair

· You can send the phone with cargo or you can visit the service yourself (CORDON ELECTRONICS HUNGARY, address: 1045 Budapest, Széchenyi square 9., phone: +36 1 272 0708, email: ugyfelszolgalat@cordongroup.hu. Open hours from Monday to Friday 9. a.m.- 4 p.m).

Please note that you need to bring with you the proof of purchase (which includes the name of the model, the IMEI number, the Serial Number and the date of purchase). Sony Mobile recommends that you keep a backup of your phone data due to possible data loss, before handing over your phone for repair. You can find further information about backup and restore under the following link: http://support.sonymobile.com/global-en/xperiaz3/userguide/Using-the-Backup-and-restore-application/

According to Sony Mobile Limited warranty conditions, “if you have purchased your Product in a country member of the European Economic Area (EEA) or in Switzerland or the Republic of Turkey, and such Product was intended for sale in the EEA or in Switzerland or in Turkey, you can have your Product serviced in any EEA country or in Switzerland or in Turkey, under the warranty conditions prevailing in the country in which you require servicing, provided that an identical Product is sold in such country by an authorized Sony distributor.

Feel free to contact us in Hungarian language as well, we are always at your disposal.

Should you require any further assistance please contact us through the telephone number +36 1 8700 100. For more information on our products, services and support please visit www.sonymobile.com.

Please be aware that if you do not respond within 7 days of this email your query will be automatically closed. Any further communications will not reach our support and a new query will need to be raised.

they replied just very general information but at least there is an address

I will try to reply to this email once again to ask them about the approximate price for the repair if they are willing to answer

I don't have any papers to prove that I bought it

Uliwooly

@khoadang

It'll be hard for them to give you an estimate w/o inspecting the device, but keep us updated.

khoadang

sony refers me to an unknown repair center in hungary. I googled it and this enter has a very poor reputation with very low grades in terms of user reviews (2.2/5). Many users criticized them because after having their phones repaired, they had additional problems + very slow procedure

I don't think I should bring my phone to this center

You can google it for extra info.

Cordon Electronics Hungary