topic Don't send phone in go to a repair shop warrenty trap in Z Series

Don't send phone in go to a repair shop warrenty trap

Sonybentphone1s — Sat, 30 Jul 2016 11:34:04 GMT

Phone died due to a software issue and just did not charge. I was assured of that over the phone with no mention of cost and a 7 day turn around from when their repair shop received it booked my phone in next day online and my package collected that evening.
Was then told of my warranty being void due to the handset being slightly bent and asked for 320 pounds to fix the phone. The handset had been bent in my pocket the first two days I had it due to holding it in my jeans pocket, the handset was still water proof and worked for nervy a year before the software issue occurred all I want is the software issue fixed but am having to pay and go without a phone for nearly 2 months while paying a contract I can't use not happy at all.
THERE SHOULD BE WARNING LABELS AGAINST CARRYING THE PHONE IN POCKETS AND STRICTER QUESTIONS WHEN BOOKING IN AS NOT TO BE LED INTO A MONEY TRAP LIKE I WAS !

Re: Don't send phone in go to a repair shop warrenty trap

G94N — Sat, 30 Jul 2016 12:24:21 GMT

That's too bad. Let me tell you about my experiences with Sony repairs as well man:

I got my Z5 Compact repaired under warranty due to the notorious blurry edges on taken photos. I got my phone from Three UK and it had Three's own customized firmware. Didn't like it and after some research, I debranded it by flashing the generic UK firmware, and I was assured by the every page I looked at that it won't void warranty. However, the first time I sent my phone for this camera repair, although I specifically stated the problem is with the camera and everything else is just fine, they flashed the Three's firmware back and sent it to me saying "nothing was seen at fault as a result of the inspection", and they hadn't notified me of the inspection as well, they just sent it back. I was F*****G FURIOUS and I applied for a repair again! This time, I wrote the fault description in CAPITAL LETTERS to show I was as my wit's end, and also I wrote a letter again explaining it all and put it in the box with the phone. Eventually they repaired it as the way I wanted it but this whole double procedure took me 2 WEEKS! I can not deny that they repaired it very well, thank god for that. But to go through this procedure with representatives not actually listening and understanding the problem was just a nightmare! If, after the inspection the engineers at repair centers could not concur with the description provided by the customer they should at least phone or email the customer explaining the situation and giving a chance for the customer to better explain the issue at their end before sending it back (and you know shipping etc just takes ages, and you have to be at home to receive it etc etc, just a pain in the back you know). I just wanted to express my ideas and experiences I had with Sony Customer Services man, hope they hear us and get a hold of themselves.

Re: Don't send phone in go to a repair shop warrenty trap

Uliwooly — Sat, 30 Jul 2016 16:14:01 GMT

@Sonybentphone1stweek

If the phone it's slightly bent it's no longer waterproof, I'm sorry to hear about your issue but the phone can't bent on its own

Re: Don't send phone in go to a repair shop warrenty trap

Peter27 — Wed, 21 Sep 2016 18:15:08 GMT

It's look like Sony don't want help their customer. Almost everybody who I knows complain for Sony warranty service. I do as well 😞

My experience with sony repair centre is really bad too, and push me now to start thinking about change device brand next time I will sign new contract with EE. I was really happy with sony devices since Xperia S, Now I own Xperia Z5 and first time have issue which need use repair centre. My mobile is with their hands already and I feel in trap with them as they ask me to pay for repair or administration fees if I decide not fix it and ask for return my device.

There all details of my experience with them:

Shame for Sony repair center, especially under warranty. My screen suddenly stop display on almost half screen, no damage, no cracks so decided send it to repair with report note:

"PROBLEM DESCRIPTION

At the start I noticed a flickering on the screen which didn't bother me much, and now the screen is suddenly broken, half of the screen is black while the other half flickers constantly, making the device unuseable.".

. After few days they received my device I get quotation for almost 120 pounds with explanation that screen is damaged and need to be replaced for fix issue, original message from Sony repair:

"REPAIR QUOTATION

Valid until 19/12/2016

Replacement Display

The display of your device is damaged. To solve the problem, the display must be replaced.

82.28 GBP

Shipping and Administration

12.31 GBP

Labour fee

24.17 GBP

TOTAL

118.76 GBP".

I don't understand what is warranty for, if they asked me to pay for repair fault which was not done for accidentaly damage (as I said screen has no scratches or cracks). If I know they will play with me like that, better choice for me will be report fault in my bank and use insurance with access 30 pounds, they will fix my device without any other extra costs. Anybody know how to sort it out and push Sony to fix my device under warranty?

Re: Don't send phone in go to a repair shop warrenty trap

Michael207 — Thu, 22 Sep 2016 01:03:52 GMT

@uliwooly, your statement is not true. My Z3 bent by itself with 8 witnesses watching it bend ALL BY ITSELF, just sitting in the middle if the table.
It's assumed, that this can happen trough high temperatures 8snide the device and low temperatures outside of the device.

Through this issue, many many many people have issues with their displays cracking also!
Not only on Sony devices, iphine users had this issue 3 years ago, HTC users had this experience and Sony users have this issue since the Z2! And it's still occurs on some Z5 devices.

My device was brand new, out of the box, 2 hours old as it bent.
I sent it in, they claimed it was due to heavy force l, sent it back and wanted me to pay for, saying warranty is void!
As I have 8 witnesses watching this and a surveillance cam. catching the whole thing on tape, I am going to take a lawyer on this, for this is unacceptable. I have been dismissed by sony's support 3 times on that issue and they are trying to put the blame on me, instead of actually trying to figure out what the issue really is!

Very very poor costumer services at sony's!

Re: WIFI drops connection on z5 premium.

Michael207 — Thu, 22 Sep 2016 01:07:26 GMT

My WiFi is also constantly dropping all the time, no matter what I do. If I'm active, if in sleep mode. It constantly drops.
The entire software of the 253 version is entirely unstable and out of line.

32.2.A.0.253 Xperia Z5 Premium biggest fail!

Michael207 — Thu, 22 Sep 2016 01:16:55 GMT

I have now counted a total of 87 bugs that are constant on the newest software for the Z5 premium.

It beginns with th battery drainage, going on with the unless fingerprint sensor that doesn't even recognize a finger although 5 scans have been made, carrying in wth the constant WiFi drop, display contrast enchantments, Bluetooth not working correctly, x-reality and super vivid mode draining battery, 4k uoscsling not working anymore, extreme overheating, massages not being received until unlocking the device and the list goes on and on.

How can such a fail be released and then all the complaints be completely ignored? What's wrong with this company?
I am so angry. 600€ flushed down the drain.. For what? For an overheating, batter draining, fingerprint unlockable something.

I could more or less use it as an iron instead of a phone right now.

Sony, fix this software!

Re: 32.2.A.0.253 Xperia Z5 Premium biggest fail!

CameronT — Thu, 22 Sep 2016 01:58:33 GMT

HI @Michael207,

I am sorry you are having issues with your Z5.

I recommend you try a software repair using Xperia Companion to re-install the firmware of your device.

Re: Don't send phone in go to a repair shop warrenty trap

Uliwooly — Thu, 22 Sep 2016 02:17:58 GMT

upload the video to youtube and post the link here

Re: Don't send phone in go to a repair shop warrenty trap

tufty66 — Fri, 23 Sep 2016 09:02:13 GMT

Hi, tep i'm in the same situation with the 'repair dept' phone massivly overheated and died, back of phone looks like a 'crazed paving' but after 2 weeks Sony have come back to me saying that i have dropped it and won't repair under warranty!!

THey say

" unecenomic to repair. we can sell you one which will function the same" at a cost of £284.34 - not really given me a full diagnosis there have they? And talking to so called customer support is useless, not interested in helping at all.

And to top it all off i have to pay the privlage to get it sent back if i don't have it repaired!! I treated my customers like that i would soon be out of business - just because they are a multinational company think they can get away with it.

Re: Don't send phone in go to a repair shop warrenty trap

anti-sony — Fri, 30 Sep 2016 01:54:47 GMT

Hi everyone,

This is my problem with SONY repair trap! I posted this a while ago:

----------------

Let's get to the main issue. First, I bought z5 about 4 months ago and three weeks ago, the wifi just kept dropping especially after I wake up (though I had the wifi always on from settings). I tried xperia companion to fix the software but no success. The worst thing I couldn't start the set-up process because the wifi cannot be turned on: a message keeps popping up saying "turning on". So I sent the device to Sony in Kent. What they said was absolutely ridiculous. They said the "display is damaged and, therefore, your warranty is void"! Imagine that! I replied what does the wifi and also bluetooth have to do with display since it is, in fact, working just fine?!?!?!!?!? They said if the display is damaged, then the warranty is "automatically" becomes void!!!!!! And they asked for 118 pounds in order to fix it! Unbelievable.

I asked them to return my device and according to their ridiculous rules, I need to pay 20 pounds for the shipping and handling!

I will never buy any device from sony again. I know it won't affect sony, but I wanted to warn you guys.

----------------------

Update: I bought SAMSUNG S7 and it's flawless. My brother also owns SONY Z5 premium but he has terrible overheating issue so he's thinking to get another phone though we've both had different sony phones b4.

Re: Don't send phone in go to a repair shop warrenty trap

Uliwooly — Sat, 01 Oct 2016 17:21:42 GMT

Enjoy your new device

@anti-sony wrote:
Hi everyone,
This is my problem with SONY repair trap! I posted this a while ago:
----------------
Let's get to the main issue. First, I bought z5 about 4 months ago and three weeks ago, the wifi just kept dropping especially after I wake up (though I had the wifi always on from settings). I tried xperia companion to fix the software but no success. The worst thing I couldn't start the set-up process because the wifi cannot be turned on: a message keeps popping up saying "turning on". So I sent the device to Sony in Kent. What they said was absolutely ridiculous. They said the "display is damaged and, therefore, your warranty is void"! Imagine that! I replied what does the wifi and also bluetooth have to do with display since it is, in fact, working just fine?!?!?!!?!? They said if the display is damaged, then the warranty is "automatically" becomes void!!!!!! And they asked for 118 pounds in order to fix it! Unbelievable.
I asked them to return my device and according to their ridiculous rules, I need to pay 20 pounds for the shipping and handling!
I will never buy any device from sony again. I know it won't affect sony, but I wanted to warn you guys.
----------------------
Update: I bought SAMSUNG S7 and it's flawless. My brother also owns SONY Z5 premium but he has terrible overheating issue so he's thinking to get another phone though we've both had different sony phones b4.