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.

[EsperandoNotici]

Same here - have now been without my phone for seven weeks. Every week I contact the service centre (Spain) and they tell me that they are still awaiting parts and that they can't tell me how long it will take. Surely the parts supplier can tell them how long it will take to supply parts? Surely they know how long a repair takes?

I used to recommend Sony phones to friends and family, from now on I'll be recommending everyone I know to steer clear of Sony products. Absolutely useless.

[Didrik]

Hi @EsperandoNoticias,

Sorry to hear that and I'm sorry that you feel that way.

Unfortunately I will not be able to assist you with this, I would however recommend that you contact your Local support to see if they are able to get some more information about your case.

It's also worth mentioning that sometimes it's hard to get an estimate for when spare parts will arrive, especially when it concerns slightly older models. I understand that this is frustrating but there isn't much I can do on my end to affect this. This is a global forum and as service and warranty procedures vary on a local level your local support team is better suited to provide you with further information.

Let me know how it goes!

[EsperandoNotici]

Thanks for your reply.

I've contacted them every week for the last 6 weeks, they have no information except what they already told me about 'awaiting parts'. Yesterday they told me they'd try and get more information and get back to me... needless to say that hasn't happened either.

[Didrik]

No worries. Oh I see. 

I'm sure that they will contact you as soon as they are able, it could be as simple as the agent supposed to contact you called in sick or had to leave early for the day. Stay positive and I'm sure this will work out in the end!

[afgmasso]

Same problem with TA, I sent me z3c on november 14th with a vibration problem and I'm still waiting. It's me fourth and last Xperia

[EsperandoNotici]

I've contacted them a few more times over the last two weeks but still haven't received any information. Starting to wonder if I'll ever see my phone again. 

[Pastizzi]

In early October of last year I sent my Z1 to be repaired when I found the screen cracked and unusable after leaving it on charge overnight. Nothing had fallen onto it and it had not fallen off the kitchen counter where I left it charging.

On 19th October, a week after the repair centre received the device, they quoted £115 to replace the screen claiming the damage was caused by an impact. Since then I have been debating and regularly chasing them and have also submitted a written complaint but all to no avail. They have also stated part of the screen was missing which was not the case when I sent the device in as it had a screen protector installed. I have never received any communication from Sony Support without having to chase them regarding this matter which is part of the reason it has taken me this long to finally agree for the device be returned to me without repair.  Over 3 weeks was wasted by customer support not escalating the matter in the correct manner despite my chasing it on 2 occassions during that period.  The only evidence they have been able to provide me with is a picture highlighting damage to a part of the screen and this damage was not visible when I sent them the phone. The warranty expired on 22nd December 2016. Overall the way this matter has been handled is diabolical and totally unprofessional.

My only option now is to take legal action against them which I will seriously consider when once the device has been returned to me.

[Uliwooly]

@Pastizzi

I understand that you are upset but don't create duplicate posts, keep in mind that this is a user based forum. 

[Pastizzi]

I'm sorry I was not aware I was making a duplicate post. I tried to post this under Xperia Z1 and not in this thread. The first time I tried to post it came back with an authentication error.

[Pastizzi]

@uliwooly Just to clarify, this repair concerns a different device to the Z3c repair mentioned at the start of this thread. My other phone was a Z1 which is where I'm now having problems. I tried to post under the Phone > Xperia Z1 forum but my post seems to have disappeared.  Please could you advise.