topic Re: Don't buy Sony products if you like customer service in Z Series

Warranty misunderstanding

IndieRocker — Sat, 13 Feb 2016 06:46:46 GMT

Just recently sent my old Xperia Z3 Compact to Sony for repair, long out of warrenty... no big deal I knew I'd have to pay for it.

What I didn't know was that if you had previously opened or repaired it, Sony won't touch your phone.

They sent it straight back, with a message saying "Tampered unit, unable to repair". Never even took the decency to call me and discuss the situation.

I guess Sony really hates money, and really hates serving customers.... because all I wanted was a fixed phone, and a bill for services rendered. They TAPED the back cover on my phone, and KEPT the broken magnetic charging port that had fallen out of my phone) So now I can't even try to repair that myself, I have to rebuy the part because their useless service department is incompetent.

Just a warning to everyone else out there, if you expect Sony to actually stand behind their products.... forget about it if you've ever touched it. Even with an expired warrenty, and you just want to pay for said repair.... Sony will tell you to pound sand.

Never again will I buy another Sony, and I will make sure my friends know how poor their customer service is.

Warranty misunderstanding

Uliwooly — Sat, 13 Feb 2016 06:50:55 GMT

That info was provided to you, it was in the box, the warranty panflet, most people don't read it but it's clearly stated there

Re: Don't buy Sony products if you like customer service

FrontierGate — Sat, 13 Feb 2016 07:20:11 GMT

"If you had previously opened or repaired it, Sony won't touch your phone".

I am sorry to hear it but this policy applies to all other electronic items as well such as TV, laptop and etc.

Re: That info was provided to you, it was in the box, the war...

IndieRocker — Sat, 13 Feb 2016 07:29:36 GMT

@uliwooly wrote:
That info was provided to you, it was in the box, the warranty panflet, most people don't read it but it's clearly stated there

This wasn't a warrenty claim, therfor warrenty terms don't apply.

Re: Warranty misunderstanding

Uliwooly — Sat, 13 Feb 2016 07:42:45 GMT

That's true but since the phone was tampered with before they will not fix it, which makes sense, I know you are frustrated but this is a user based forum, have you read the warranty and the terms of service of the Xperia repair center?

Re: Don't buy Sony products if you like customer service

IndieRocker — Sat, 13 Feb 2016 08:01:13 GMT

This is not a warrenty claim; I purchased my phone over a year ago and it is already out of warrenty. I was simply sending it in for repair, which I told the customer service agent I would pay whatever the cost, because it is out of warrenty.

Sonys Warrenty terms say they will not cover product tampering.... this is normal... every company in the world does this.

What Sony's warranty terms do not state, ANYWHERE, is that SONY will refuse OUT OF WARRENTY repairs if the phone has been opened or previously repaired.

I'm not asking for a free phone, i'm not asking Sony to pay to fix my phone... I simply asked them to fix my broken magnetic charging port and put the back cover on.... and charge me for it... all they had to do was take my money, and they wouldn't even do that.

They could have made a nice little profit, kept one of their repair techs busy, and made me a happy, loyal Sony customer... Instead, they apparently want me to buy a Samsung or an Iphone.

Sony needs to update their product information to say they will refuse ALL Repair including out of warranty service if the device has been previously repaired.... because they currently do not, which is why I wasted two weeks sending in my phone for nothing

Re: Warranty misunderstanding

Uliwooly — Sat, 13 Feb 2016 08:06:50 GMT

Again, this is a user based forum

Re: Don't buy Sony products if you like customer service

IndieRocker — Sat, 13 Feb 2016 08:18:05 GMT

And as a user, I'm informing the other users Sonys policy on this issue, and letting them know what to expect from Sony Customer service :smileysmileywink:

Re: Warranty misunderstanding

Uliwooly — Sat, 13 Feb 2016 08:25:03 GMT

I understand your frustration but uou should've read the panflets in the box, good luck.

Re: Don't buy Sony products if you like customer service

IndieRocker — Sat, 13 Feb 2016 08:43:07 GMT

I did. Next time, you should read the post.

Re: Don't buy Sony products if you like customer service

IndieRocker — Sat, 13 Feb 2016 09:14:46 GMT

Oh wow, that's aweosme.... It won't even turn on after they sent it back to me.

Great job Sony, you not only didn't fix my phone, you broke it more....well played!

Re: Warranty misunderstanding

Uliwooly — Sat, 13 Feb 2016 19:53:51 GMT

@IndieRocker

Again, this is a user based forum, you tampered with the phone, which means that Sony won't repair it, just like @FrontierGate said it, this is not just a "Sony" thing, check other brands and electronics. As for your phone not turning on, it could something as simple as the battery being depleted.

warranty mis misunderstanding

exsanguinator — Sun, 14 Feb 2016 08:24:06 GMT

I'm not sure why the previous post has been locked
Especially after false information is provided.
That post was not a warranty claim issue.
Sony and any other manufacturers(mobile or not) are obliged by law to repair any item sold in the same country.
If any item cannot be repaired, then an updated model of same or better specs must be made available at the same price the original product was paid for.(varies for diff products)
Sony and any other company merely abides by that countries consumer gazzetted law,which don't vary too much in most countries anyways.
And is easily resolved as a simple customer service exercise.
Whether a product has been tampered with or not is irrelevant when no warranty claim is persued by the consumer.
I would suggest people familiarise with what their countries consumer protection laws are in place and decide on whether to take it further.