Z3 Compact - questionable component quality!

[Haffiman]

Bought my Z3 compact late June 2015 - it worked 2 months before I had to send it in for change of motherboard. Repair order stated: FC,BAT,BC,SH whatever that means! Got it back end September and now: No back-button, NO drop-down menue which indicates a digitalizer failure! Trying the drop-down it comes up with: search applications. One after one it seems that major components are failing in an alarming short time. Phone looks like new, never been in water, never been dropped. SONY claims they have excelent 'build quality', however their 'component quality' seems rather questionable, in my opinion plain garbage!! Got a 'ticket number yesterday: 1-25642409238, however as expected, no response from the local (Malaysia) service and support. My last time experience with that is infortunately that Local service is as bad as the component quality. The main reason I bought the Z3 was the good experience I had with my old Sony-Ericsson Xperia Active, which still works, but screen hardly readable in daylight, and its 'water-proofing'. Luckily the competitors have improved their waterproofing by now - off to get a different brand??????

[Didrik]

Hi @Haffiman,

I'm sorry to hear about your phone and that you feel that way.

Have you tried a software repair using Xperia Companion after you recevied the phone back from the service center? Should this not resolve what you are experiencing then you might unfortunately have to send it in again.

In order to look further into this I recommend that you contact your Local support.

[Haffiman]

No success trying the Xperia Companion and 'software repair', did that yesterday before contacting support.

Contact 'local support'?  I did through the 'contact page', got a ticket number by e-mail- then nothing!!

[Uliwooly]

@Haffiman

You should try and call them. 

[Haffiman]

@uliwooly

That will not happen. I have got a confimation that my complaint has been received, the ticket number, The unit is withing warranty periode, expiers 25.06.2016! I stated last time that if anything more happened to this phone it would end up in the garbage bin, and so it will, but not until SONY has taken its responsibility and fixed it. I'm fully aware that local service varies from country to country- here in Malaysia it is clearly 'non-existant'! In cases like this, all contact should be made in writing for documentation reason, a phone call can not be 'printed out' as proof of what has been said. No product is better that the aftersales service it gets - SONY Malaysia are 'killing' itself and the product brand name with its lack of service, but that will be their problem. I have 3 'Korean' phones in the family in addition to my old 'Active', they all works without problem, the oldest one more that 4 years old! This is in fact the second SONY in the family that has crashed within or close to warranty periode the last 4 years, the other one went straight to gabage bin due to bad local SONY service. (battery/charge port died one month after warranty!) repair kost more than buying a new (same spec) 'Korean'. It will soon be 4 'Koreans' in the family!!

[Haffiman]

A 'small' update, however not to be accepted as a final solution:

Now we have 4 'Korean' smartphones working in the famiily and one partly dead SONY!

The answers I have got so far from the Sony Service must be from a text-book: How to make a customer hate your brand!!

Only somewhat positive respons was in fact from the  MY Sonymobile FB page, but little they can do. At least they showed more interest in solving te problem than the  Customer Service Department!!

[Haffiman]

Is Sony Mibile a professional multinastional company?

I'm beginning to wonder when trying to deal with the customer service in Malaysia!!

I get better service from the guy selling fresh coconut drinks at the roadside than from 'Sony Suppport Malaysia'. They really know how to get rid of customers!!

[Haffiman]

Things does not move fast when it comes to SONY, however at least I got a 'positive' answer by mail today. However I think I'll wait another year before I click off 'accept as solution'. 

Spoiler

Dear Mr Morten,
Thank you for contacting the Sony Xperia support centre
In regards to your request, we received update from management that replacement has approved and they are pending for your new replacement to arrive to our service centre which the estimation time arrival is tomorrow 9th June 2016. Kindly allow our technician to take 3 working days for testing, once done, either service centre or us will contact you once it is ready for collection.

[Haffiman · Accepted solution]

If acceptable as 'solution', I do not know however let me call it a 'conclution' in this matter.  Finally received the replacement phone today - 2 days before warranty expeirs! Hopefully the end of my apperance on this forum!