topic Re: xperia x2 support issues... in XPERIA archive

xperia x2 support issues...

Thu, 11 Nov 2010 03:49:02 GMT

I live in Canada. In March of 2010 I purchased an xperia x2 from a retailer here. Yes I am well aware of all of the issues with the software and this phone. I have over the last couple of months been able to use 3rd party apps to actually get this phone to work properly and was enjoying the experience greatly. Now, last week I went to do a fresh update so I could set the phone up properly with just the apps I needed in it. During the SEUS update the phone froze and would not do anything other than vibrate once when plugged in. All of the assorted "press this and this and hold it" suggestions from a number of sources were tried to no avail. Then I called SE in Canada to see what they could offer...

Call 1: Call centre dude tells me that he knows about this and that all I need to do is hold down the "volume down" and power button, and continue to hold it for approximately 1 hour! I can't beleive that I actually tried it. Surprise, it didn't work.

Call 2: (Same day) Call centre dude 2 tells me that I need to send it to Newmarket where there is a repair centre, and they will fix it. He then gives me an rma # and tells me to call back sometime next week. I mention the thing on the website that says they will replace the phone in 48 hours (travellers insurance section). He tells me that I am effectively full of ---- and that SE does not have anything like that for any of their phones...

Then I sent the phone to the repair centre with all the requisite information required. It arrived in 48 hours at the repair centre.

Call 3: (4 days since initial call) Call centre dudette sounds actually interested in fixing the issue and gets information, including me walking her through where the aforementioned section regarding replacement of the phone is, and states that she will "escalate" the issue to a supervisor and have a response for me by the end of the day...

Call 4: (Same day as Call 3, but 30 minutes before they shut down) different call centre person this time, but she tells me that the person looking after the escalation is in a meeting and passes on the message that she will be calling me back withing minutes... nothing.

Call 5: (24 hours after Call 3) Yet another call centre person, no record of any escalation, and I go through the same thing with him as in call 3 except he thinks I am making the whole thing up. Now he tells me that he is going to escalate the issue to a supervisor, and that supervisor will get back to me within the next 24 - 48 hours. I tell him that I am concerned regarding sending the phone to Newmarket Ontario repair centre, because other people have done this and all they do in Newmarket is say they can't do anything with it and it gets sent back to the owner to send to the US to fix, but if they can't fix it then the customer is screwed. CSR won't comment on that part. Or anything else for that matter, just a repeated "sorry for the inconvenience" (translation= nothing I can do about it, you should start thinking about buying another phone cause we are so not going to do anything for you)

Here is the thing, I spend over $700 for a luxury phone that has an international warranty so that all of the usual "deal with the provider" crap goes away. I specifically went to these lengths after a call to SE to verify that the warranty applies to my situation and usage of the unit, and they claimed that this was not an issue. Now all I have is issues, the people in this support centre don't seem to have any familiarity with this handset, or what to do with it. Apparently there is supposed to be a "dedicated Xperia X2 support team" to fast track these things and answer questions. Nobody that I have spoken with in the SE corporate entity has any idea what I am talking about, and yet, there it is on their global website. You can even show it to them and they have no comment whatsoever.

If my current experience is anything to judge the level of service one might expect from SE for their products then be warned. You access them at your peril.

Someone from SE care to comment?

I have even tried to have the support center send me some sort of form or survey or anything so I can give some feedback regarding the performance of the support line in addressing the issues I have experienced, but have received a lot of "absolutely" and "right away", but nothing for my email inbox... (ssshhhhh, maybe if we just ignore him he will go away...)

Re: xperia x2 support issues...

Thu, 11 Nov 2010 09:54:05 GMT

You will not get any comments from SE on this forum, maybe from the moderators, but nothing officially from SE.

Personally I have not experienced the bad things you describe. The people on the support centers are no experts in any way. They just tell users what the users can read in the manual themselves. If the phone does not work and it is under warranty, it is their duty to inform you where to send it.

Claim to talk to the superwiser and no one else!

Re: xperia x2 support issues...

Thu, 11 Nov 2010 10:31:18 GMT

Don't get me wrong here, I think the phone is alright, now that I know how to set it up properly... Just need it fixed or replaced, the phone is in good shape and not mishandled in any way. I haven't phoned support for any of the software glitches and shutdowns or anything else. I have found any fixes I needed on xda. My question is this, how do you contact the "Xperia X2 dedicated support team"?? Supposedly there is someone (or a team of someone's) who are supposed to be helping those of us who have been working with this poorly supported phone.

Anyone?

Re: xperia x2 support issues...

Thu, 11 Nov 2010 12:20:49 GMT

This is the only site for Canada I think http://www.sonyericsson.com/cws/common/contact?cc=se&lc=ca Anyway, it is the superwiser you need to talk to. I know about the problems in this phone. I had to do many tweaks to make it run.

Re: xperia x2 support issues...

Thu, 11 Nov 2010 17:02:46 GMT

Just got a call from "Louis" who is apparently a "supervisor" at the SE call centre. "Your phone is a "grey market" phone and we will not service this phone", so I ask him for an option "where can I get this phone serviced then?" Louis replies " Your phone is a grey market phone and we will not service this phone". So I ask, "how is it your company told me to send it to the repair centre then, when you knew you could not service the phone? He replies "Your phone is a grey market phone and we will not service this phone". Wow. $700+ phone, less than 6 months old and SE won't even provide service for it!!! Not even an option for fixing it anywhere, the man can't even take ownership for the failings of his own call centre staff when the outright lied as to the options for warranty service. Not to mention I am out the cost of shipping the thing to the repair centre as per their useless instruction. Worst customer experience ever, I will be shouting out to all that will listen my experience with SE and strongly encourage all that I know to never, ever purchase a product from this company. Useless, poor quality and NO SERVICE WHATSOEVER!!!!!

Re: xperia x2 support issues...

Thu, 11 Nov 2010 19:49:56 GMT

What is a grey market phone?? Never heard about such a phone.

Re: xperia x2 support issues...

Fri, 12 Nov 2010 07:54:00 GMT

Near as I can tell, the x2 was never released in Canada, so they don't support it. Talked to a supervisor and they may be doing something now. She was somewhat surprised at the actions of the call centre supervisor when he said no service period. I'll wait until tomorrow to see what happens. " Escalation Manager" I talked to sounds a whole lot more reasonable...

Re: xperia x2 support issues...

Fri, 12 Nov 2010 10:31:26 GMT

Ok, they were talking about "grey import" but the warrany should be world wide.

Re: xperia x2 support issues...

Sat, 13 Nov 2010 20:03:32 GMT

Well, I just sent off the last of the information they required to the "Executive escalation manager". Now let's see if there is going to be anything else they can claim isn't right with this issue. The retailer I purchased the phone from has warned me that they will do anything and everything to not fix or replace the phone. He claims to have experienced exceptionally poor service from SE in the past. I am tenuously clinging to the faint hope that they may still do something about this... Now it is just a waiting game. They said during my last conversation that I may have to wait for up to 60 days for a resolution due to the fact that they may have to import parts from somewhere else. I still can't believe that I paid as much as I did for this phone and this is the level of service I am getting...

As a side note, I emailed the link you gave me earlier for the "xperia support team" and it was returned as "undeliverable". This phone came out in February and already support links are dropping off the face of the net... wow.

Re: xperia x2 support issues...

Sun, 14 Nov 2010 12:04:29 GMT

This behavior is very common from all kind of manufacturers. I have seen it here in Europe too but I think the EU is working on it.

SE should be happy that anyone in Canada would buy the X2. I have given mine away now and will never again buy a phone from SE, and I have never had anything but Ericsson phones since the first one made for the 450 network!

If you dont get help from SE fast, there are workshops in Canada.

Re: xperia x2 support issues...

Thu, 18 Nov 2010 00:22:33 GMT

Well, just thought I might update the post with some final results. If you bought an X2 in Canada, it appears that Sony Ericsson will hang you out to dry. It lasted all of 7 months of average use and all I have received from the call centre/ "Executive Escalation Manager" is "Grey market phone...blah blah blah" They have had me running to the retailer 3 times now for documentation... I give up. They claim they are going to return the phone to me, but I have my doubts. They can't/won't provide a tracking number or anything else so I can get the bricked POS back sooo, I guess they are just going to toss it. Wow, In this day and age, this is the kind of service a " major " corporation provides?

Fair warning to all in Canada when requesting service from SE. Louis is an idiot, and Martha tries but has a job description that seems to encompass an endless myriad of ways to say no.

Not that they care, but I will be holding this fine example up to anyone who asks about this corporation... run, don't walk away. They support NOTHING!

I would get better service from a crack dealer, probably better quality of product too...

Re: xperia x2 support issues...

an2ny79 — Fri, 26 Nov 2010 06:32:15 GMT

I purchased x2 last March, after 5 days I returned it to them because it always hang up and overheating, battery only last for 4 hours under standby mode. I reinstalled it myself but SE service center told me that they will reinstall and hand it back to me for observation.. It didn't take long, 30 mins I showed them how this d@mn phone ate my battery.. So finally, they told me to get back after a week.. Guess what, I got my new phone back after a month! Gladly it's better now, but the fact remains.. it's toooo sloooooooow!!!!

So I end up buying x10, quite good but outdated.

Their phone is good (mostly by design) but their lack or ineffective support always frustrates the buyer. I don't care about the price as long as it don't take much of my time just to fix this cr@p.

Re: xperia x2 support issues...

Tue, 30 Nov 2010 13:32:06 GMT

sony ericson did not support windows mobile

but they sale it !!!!!!!!!!!!!!!!!!!!!!!!!

everywhere you can seee(ex. face book of sony ericson ) they foucos on android and thats all

Re: xperia x2 support issues...

Sun, 30 Jan 2011 18:59:06 GMT

Hi Cinnabar,

I share your experience. I have had my phone since June of 2010. It seems at many levels the X2a (US version) is poorly designed phone based on my own experience and from all the posts and 3rd party reviews. I purchased my phone for over USD 700 with specific business applications which never met expectations. At present I have been without a functioning phone since the first week of Dec. 2010. Long story short, I am pursuing legal action since not only have I been without a phone for almost two months but I do believe SE has misrepresented this phones capabilities outright.

All these fixes that are offered while well meaning should not be required with premium phone...I am using a BlackBerry and it is a great and reliable phone.

Re: xperia x2 support issues...

Sat, 12 Feb 2011 03:21:23 GMT

Hi Ellicott,

Well, I am also thinking of a legal action against SE for presenting such a crap phone with so high price.

Can you/anybody please tell me whether I should be going to consimer court for that matter?

Will they really help?

I think that I should have some proofs of the phone not functioning properly for the case.

Umang

Re: xperia x2 support issues...

Sat, 12 Feb 2011 04:50:56 GMT

Hey UmangMalhorta,

I will file in small claims court next week in NY or NC. Claims up to $5,000 can be made without a lawyer. I am seeking a full refund and like you, I have a significant amount of documentation. This is cleary a case of misrepersentation and lack of support for a premium product. Moreover, this will be the last SE phone for me (X2 was my 3rd phone from SE). Whats most annoying about my intereaction with SE is the fact that did not offer me any real solutions (exchange, credit, etc.) despite the fact the are very much aware of all the problems.

I wouldn't be surprised if a class action suit is filed as some point. This is a major screw up by SE!

Good luck!

Ellicott

Re: xperia x2 support issues...

Thu, 17 Feb 2011 12:15:12 GMT

Support only feed us with promises.

I`m so disappointed. X2 is my last device fron SE.

There is no SE here http://www.globalmobileawards.com/history/winners_2010.htm and here http://globalmobileawards.com/awards/winners_2011.htm

Thats quite right.

Re: xperia x2 support issues...

Wed, 09 Mar 2011 03:20:50 GMT

I have been reading everyone's posts with great interest. Seems as though I am not alone in my experience. I would like to share what the current situation is with regards to my SE Xperia X2.

After 3 weeks of submitting documentation that they would accept to begin any work on the phone, they finally approved the POP. (They're gonna try to fix it, officially)

The approval of the POP was dated December 8, 2010.

In January they sent me an email stating that they were gonna order parts.

In Mid-February I got an email that quoted an email from Flextronics stating that the phone parts had arrived and the phone would be sent out the next day pending the results of the repair.

Today (90 days since the approval of the POP) I called and was told that no-one has an answer from Flextronics and that they would have to contact the production floor in their facility to determine the status. (It is currently "On Hold"). Hopefully they would have an answer by Friday.

Oooooh, and when asked about possible replacement of the unit I got the suggestion that it would be one of their Xperia X1's. I'm afraid that I actually laughed when told that. How is that anywhere near a replacement? 8mp camera, WinMo 6.5, Screen size. All of which the X1 does not have in comparison.

On the bright side, CBC here has expressed an interest in my situation (as well as apparently many others) in some kind of Marketplace piece about the cell phone industry and their treatment of warranty issues.

International warranty my a$$.

The office pool set up in december of 2010 has now gone past the last guessed date for a resolution to my phone issue. We are going to have to redo it.

Everyone here is just in awe of the arrogance and ineptitude that seems to be the way SE choses to run their business here in Canada.

One more point of interest, SE in Canada has a 3rd party look after their call centre, and 3rd party doing their warranty work. Even the person who is the Escalations Manager is 3rd Party! I have yet to even be in contact on any level with a person who actually works for the company! So, when looking for customer service for one of SE's products here in Canada, look for it anywhere but from the actual company that makes the product... truly amazing.

Re: xperia x2 support issues...

Wed, 09 Mar 2011 04:13:58 GMT

The US call center is probably 3rd party as well, as my calls seem to end up in the Caribbean. My last contact resulted in the call center person hanging up on me so I called back to complain (which was probably a waste of time). I have had a non fucntional phone since Dec.2010. Its clear that SE has completely lost control of their support and the ability to provide reasonable solutions. My last contact with SE to try and resolve my problem: "...go and buy a new charger becasue we do not have any in stock and would not be getting anymore for the X2....". I finally convinced the manager to get one from corporate...there was not e-mail confirmation for my contact so I do not have any expectation that I will get the charger.

Over the next two weeks I will be in Europe and will get more info on the X2 their. When I was their last (Nov. 2010) I could not find the phone...I will post my experience upon my return. Bottomline (for the fifth time)...the phone is a bust.

Good luck to everyone with this lost cause!

Re: xperia x2 support issues...

Thu, 10 Mar 2011 19:01:47 GMT

Well, after more than 3 months of waiting, SE Canada (Flextronics) is sending the phone back to me unrepaired. 3 months it took them to ascertain that the phone was dead. Now SE is telling me that I have to contact UK support to see if they will do anything to fix the phone. Of course, now, because the phone has been sitting in their repair facility here in Canada for such an insane length of time, it is out of warranty. I can hardly wait to see what the UK division is going to do. Probably just laugh at the silly Canadian colonial. Worst customer service experience ever. Deliberately and fraudulently making statements that are complete lies. I don't know how it is for those outside the North American stupid zone, but if you are one of those thinking about purchasing a product from SE, I strongly advise rethinking the idea. They will manipulate and stroke you in the hopes that you will just go away... Now that is a most interesting standard of practise to follow as a major corporation indeed. Words fail me...