Problems with phone warranty repair

[Pastizzi]

Hi,

i bought my phone in September last year and initially was very pleased. After less than 4 months the front glass screen started coming loose in the top right corner.

I sent it for repair and received the repaired device 9 days later. Towards the end of September the rear camera failed and all I saw was a black image. Again it was sent for repair and returned 12 days later.

At the end of October, having had the phone back less than 3 weeks, I noticed the screen coming loose again. It wasn't sent off for repair till mid November as I didn't have a spare phone and I was very reliant on it. A week after it was received by the repair centre I received a message saying there was a delay due to lack of parts. After another 5 days I was given the choice of a replacement phone in white or waiting until next March for the repair. I wasn't keen on accepting a white phone but being completely without a phone was much worse so I asked if I would be able to exchange the phone for a black one when stock arrived. I was told this would be considered if the replacement was undamaged. I accepted this and was told the phone would be dispatched within 48 hours. I am still awaiting either notification of dispatch or a response to a formal complaint I sent. I've been without a phone for almost 3 weeks now and have no clear idea of whether or not I'll be receiving the replacement or not.

Advice would be appreciated, thank you.

[Didrik]

Hello @Pastizzi,

Welcome to the community!

I'm so sorry to hear that.

Unfortunately I will be unable to assist you with this as repair and warranty procedures are handled on a local level. I would recommend that you contact your Local support for further information about your case.

Let me know how it goes!

[Pastizzi]

Thank you for your prompt response Didrik.

I have been dealing with local support and Sony Xperia's Management team, however they do not provide a direct email so when I reply I get an automated response saying they will respond within 48 hours and then I receive a message saying they have passed the message to the escalations team who will get back to me within 3-5 working days. I am not happy to discuss it over the phone as from past experience I receive conflicting information depending who I'm talking to. Is there a direct mail address available that could expedite discussions?

[shefg]

Yes, same on my side.

I've sent my phone for repair 22NOV. It has been received 23NOV.

I've just received an email 29NOV mentionning "Your repair is being delayed, sorry for that etc.." but not a single news about why the dealay, what was the step, like analysis, pending spare parts, repair on-going, etc..

Lack of information is a pity.

[lsb]

Same here! three weeks today with no mobile and a lack of communication. (lack of parts, sending a replacement) finding it frustrating when your not kept informed

[CWR]

Having a similar experience with my Z3c repair, which also has a screen fault. Received an email a week later saying the repair had been delayed for some reason, so emailed support who replied within minutes to say the engineers were waiting on parts, fair enough I thought. Then next day had a call from escalations team offering a new phone due to the delay (also white, but not that fussed), which I accepted as seemed a good deal under the circumstances. That was Thursday the 8th December, nothing arrived today, no despatch information, fingers crossed for the weekend. Whole process still been less than 2 weeks so far for me not too bad really.

[betruger]

Hi!!!, I also send it to repair and they have lost it. Now they are escalating the problem but nobody in the Spanish SAT decides something. I´ll never buy another Sony Xperia. 

[Pastizzi]

Well today I finally had a good result... I won't be getting my Z3c back as I've received a new Xperia X as a replacement. It's a shame it took so much complaining and effort to achieve but am happy with the outcome.

[Didrik]

Hello again @Pastizzi,

I'm glad to hear that you were able to get this sorted out in the end. Congratulations on your new Xperia X!

[Pastizzi]

Thank you, it is certainly good to have a phone I can use again.

I'm still hoping I can come to some sort of agreed resolution regarding the other part of my complaint regarding a cracked screen on my Z1. I'm still waiting to hear back from either local support or the repair centre regarding issues I raised on that. Hopefully I won't have to chase them but I suspect the matter will be forgotten if I don't.