If your problem is covered by warranty, your repair is free of charge.
If the problem is not covered by warranty or if your device is out of warranty, you will get a quote for the cost of repair.
In case you don´t want to pay for the repair we will send your Xperia device back to you for a cost of 23.45 GBP. The cost includes examination fee, shipping and administration fee."
Fair enough thought I, if it costs around £150 - £200 ish at the most, then I'd seriously consider it.
My Z3 duly arrived at SBE Ltd, and a couple of days later, I received confirmation of a repair quote;
Which the upshot was, they concider it uneconomic to repair, and would offer me a replacement equivalent for £325.
What?
I wrote to Sony support to ask what was going on, and wasn't it for me to consider that it was uneconominc?
This is their reply;
"As you are aware, your Sony Xperia handset has recently been examined by engineers at our service location. They have identified that your handset is not covered under the manufacturers’ warranty and the (Issue) is not due to defects in design, materials or workmanship. As with any issue on your handset our engineers would fully examine the handset and the issue to see if it is covered by the terms and conditions of the Sony warranty. In this case they have diagnosed that the issue appeared not due to component failure but as a result damage on the screen and it is out of warranty.(Please view the attached picture)
We are unable to comment as to how or when this form of damage has occurred we can only comment on the findings upon completion of the investigation.
Therefore, we regret to inform you that we will uphold the conclusions made by our service location and will not repair nor replace your Sony Xperia handset due to the nature of the fault not being covered by our warranty as it is not a manufacturing fault or defect."
What on earth?
I wasn't claiming a warranty repair, and I already told them how it happened, so erm, it's not a manufacturing fault or defect.
I then emailed them back and said, all I want is for you to repair this out of warranty mobile, and I'll pay the costs.
And their last reply says;
"With regards to the repair cost we need the device to be sent for repair centre as they estimate the cost after examining the entire handset, then you receive an email with how much you should pay, but we are not provided with fixed costs for each fault."
Huh?
I'm not going to bore you all even further, but this conversation is still going on via email.
They cannot get past their initial statements about it's not in warranty!
They cannot, or will not see that all I am asking for is a repair that they claim they will do OUTSIDE of warranty, as per their own website.
Their something seriously wrong with this support.
So if any of you are thinking using them, then quite simply DON'T!
They are incompetent.
And me, I refer to my very first para above. I'll now take it back from Sony, unrepaired, and take it into my local repair shop. They surely can't be as stupid as this!
