topic Warranty date change? in Z Series

Warranty date change?

italianofrancais — Sun, 20 Nov 2016 11:55:11 GMT

Hi! My Xperia Z1 is facing an apparently common problem: the facing camera is not available. After thoroughly reading the forums, seems like I have to send it for repair. I remember checking the warranty status about one month ago and it stated 22 nov 2016. Now if I go in "my devices", the site state "no warranty".

Why is that? Has anyone had the same problem? Sony, can you please urgently fix that before my warranty expires?

Thanks a lot,

Alessandro

Re: Warranty date change?

Rickard — Mon, 21 Nov 2016 07:28:03 GMT

Hi,

Sorry to hear that your front camera is not working

As this is a global forum and warranty and repairs are handled at a local level i'm afraid i'm unable to assist you from my location. I recommend that you contact your Local support for assistance in this case.

What i can see from my location is that you have a Xperia Z (C6603) registered in your account where the warranty expired on the 20th of nov 2016. But depending on your country/region it's possible you still have warranty based on the purchase date.

What you can try before sending the phone in for repairs is to test the camera in safe mode and also perform a software repair using Xperia Companion to make sure it's not software related.

Re: Warranty date change?

italianofrancais — Mon, 21 Nov 2016 17:21:26 GMT

Thanks Rick,

I've already been through all the posts (and it seems like quite a common problem) with no result

20th? I accessed my account days before last week and the warranty was already gone... which prevented me to send the unit back. Any clue/check you can make? I would really appreciate that.

thanks,

Alessandro

Re: Warranty date change?

Rickard — Tue, 22 Nov 2016 15:44:38 GMT

I can't see anything more from my location i'm afraid. Warranty is handled at a local level so you need to contact your Local support for more information and assistance in this case. I'm sorry for not being able to assist you further but as this is a global support forum we are unable to assist with warranty questions here.

Re: Warranty date change?

italianofrancais — Wed, 23 Nov 2016 17:03:38 GMT

don't worry Rick, you did all you could; just for the story: the local support said that the date shown in the website is an estimated date. When asked where that info is written, the operator refused to answer.

So should I assume that everything falling under the support website is fake? I find that quite a lack of respect towards you and all your colleagues (never had an issue with the website and always found it very well conceived and effective).

PS: of course I kept a transcript of the chat if someone wants to investigate further.

Re: Warranty date change?

Rickard — Thu, 24 Nov 2016 06:56:24 GMT

I will do what i can and forward this internally as feedback.

In the country i'm in, the date displayed there is based on when the phone was manufactured so it can't change here. But depending on your country/region, warranty may be based on date of purchase instead of when it was manufactured. In that case it could perhaps be seen as an estimate but i'm afraid i'm not sure if this is the case here though. What you can do is check the warranty document that came with the phone (also available here). This will state how long warranty you have and from which point.

When i check your account, i also see two Xperia Z there with different IMEI. If you previously had your phone replaced on warranty, this may be related.

Sorry again for not being able to clear this up further and i hope that your local upport can assist you with having this resolved and your phone repaired.