SE support is telling me to through my Xperia in the trash

[#1]

We've been going on and on in this forum about the different problems we have with Xperia x10 and i can't see any results to our posts. but i just has to let some anger and disappointment out.

My phone which is 3 months old has started to heatup, burn and go into restart loops. it has never been dropped and has no liquid damage what so ever... i came to this forum expecting answers and solutions but all i got was " take it to service"...Well, that's fine but now that i took it to service i found out that since i bought the phone from another country SE has no responsibility towards the phone .. they called me in the morning to tell me that they will take a look at the phone but i have to pay for labor and spare parts and in case the phone is unrepairable ( which might be the case based on the fact that it's a hardware manufacturer issue and alot of people are complaining of the same problem) then they have nothing they can do and i should just through the phone in the trash........................ i need to know what SE expect us to do:

1- the phone is under 1 year old so they know it's still under warranty.. but nooooooo, you took that phone out of your country of purchase then it's you problem.

2- they know it's their hardware problem..but noooo we can't do anything about it, you are far from your designated service center.

3- strange enough you call Dubai and a guy in Egypt answers which means SE  thinks of itself as an international company and it has all support areas connected , but when it comes to actually fixing a phone then no, a customer has to be where you want him to be.

4- this is a rip off and a scam. the guy in the service center told me that they replaced a phone for a customer from bangkok on the request of SE dubai.. so i guess bangkok is in the UAE.. or do you have to know one working in SE to get your phone fixed or replaced.

[#2]

I think you should take down the person's name and employee number. Report that person to SE HQ in your area. Send another email to SE HQ in Sweden.

[#3]

strange enough i think that's the senior support person serving the area... i really don't know who am talking to anymore.. you get an email from Dubai and a phone call from Egypt and i don't know what from where and the end result is the same ,, pay if it's repairable or just forget about it. i don't know exactly what they expect ,, i should pay for a plane ticket and go fix it in another country,, or that i should just shut up and forget about the issue .

SE,, i'm telling you, $600 is just too much to let go of in such a easy way.

[#4]

Gosh.... I wish I can do something for you. Would you want me to liaise with HK? Is that where you got the phone from? I'm in Singapore, so it is a bit easier for me and I do speak Mandarin and Cantonese

[suze]

Is it the phone thats heating up or the battery?  Cos a new battery is a cheap fix but if it is something inside the phone its a whole different ball game. 

You do raise an interesting point tho, because many people have bought phones in places other than where they live and probably have no idea that it isn't a worldwide warranty.  I have just sat and read through the warranty but I think the one I get access to is the European Union one as I am on the UK version of the site, but I know people that have been on holiday in Dubai for example and bought electronic goods because they are tax free. I wonder what other companies offer in the same circumstances.

[#6]

i wish i bought it from Singapore,, but i bought it from the middle east... i really appreciate it darkmax. you have been giving more support than the actual SE support personnel around here.

[#7]

the battery is heating up and there is burn smell on the connecting pins on the phone, so my only guess considering that several others have complained of the same problem that this is a hardware design issue from the start.

i can understand the regional warranty thing if the phone is more than 1 year old , in which case there maybe some units out there that are out of warranty because of the time factor, but for a phone which is just few months old in the market , SE is fully aware that most if not all of their units are still under warranty.. and i believe they have computers and systems to tell them that a certain IMEI number is still under warranty or not, so, why give such an excuse to get out from repairing their own crap of a phone.

[#8]

They should honestly have it replaced.

[#9]

First of all, thank you for your nicely chosen words and insults... i'm not going to reply in the same manner out of respect to you and to myself. but since you\re one of the all-knowledgable ones who are out there to teach idiots like me, let me just try to answer some of your points.

     - how do i know it has no physical or liquid damage, because it's MY PHONE " and i never thought it needs superman to tell" and i know where it was and how it was used, and i believe all phones now have moisture indicator stickers inside to prove the point.

      - i didn't assume anything , just a look at the other threads will tell you that this is not an isolated case regarding my phone and one call to a repair center will convince you of the same.

     - i'm fully capable of reading a warranty book, yet i have the right to object to the fact that a MOBILE device " as in mobile phone" has to deemed a total loss just because i traveled with it. " and yes, i'm also capable of travelling by myself".

     - NO, they didn't tell me to recycle it ,, but i will remember to ask them about it on my next phone call to them.

     - Different support areas are not isolated and the support people i talk to are all part of the same network in different countries servicing the same REGION.

i hope that clarifies what i'm saying as you've been most clear in your points. And no i wouldn't have associated you with SE, i know i'm not totally in love with them now but not to the degree that i associate u with them.

[#10]

cactaceous  i feel your pain, i had a replacement x10 about a month ago , 1st one went back to vodafone because the 360 stuff was playing up (now i know it just doesn't work on an x10 grr)

so a new one came via courier now maybe something happened inn transit, i don't know as im not superman either... but i got it out of the box fully charged it and 20 mins after unplugging it i get exactly what you have described, heating up and power looping the 2nd loop round it will stop at the 1st sony ericsson logo before colour swirls then it will just simply not power up at all, if left it will constantly try and turn on by itself an drain the battery to 0.. its been back to voda (currently there) twice the 1st time they said they couldn't find a fault so when it came back i made a video of it doing it and recorded details of what i was doing with it, time length of it being on etc, i also noticed that if it was attached to charger it didn't do the loop thing only when unplugged??? so i try'd another battery from my mates and mine in his so i know in my case it is not the battery... for vodafones sake they better fix it this time!! im sick of they're epicly poor customer service..