Sony repair killed my phone

[EmBear]

Hi, 

I really hope someone can help me with my bad luck. 

My sound when people wereally calling me was very faint even on loudspeaker. I emailed Sony and askEd what's the best thing to do. They emailed me with the sony app that I had to download onto my laptop. 

I did this and clicked all the options to repair my phone, hooked my phone to the laptop as reqested, after about 30mins the download, the laptop says there was a issue with the download. I unhooked my phone, tried to turn it on and it said there was an issue with the repair, try again. 

So now my screen is black with a error issue ... and I cannot  do anything with it.... 

I have retired it but the app said turn on urgent phone, which is now the problem.

I have messaged Sony back ... but really need help asap  

[Martin1]

Hi @EmBear, very sorry to hear about this.

From your description, it sounds a bit like something went wrong in the software repair process. My suggestion is to try to repair the software once again but in a different way. Try clicking on software repair without having the phone plugged in to the computer and tick the "My device cannot be detected or started, or is a Smartwatch 3" checkbox and choose "Next". After this you should be able to follow the instructions displayed in Xperia Companion.

For more information on software repairs and how to do it, click here, and let me know if you have any further questions!

[EmBear]

Thank you... It worked. 

It's made the phone come back on but the sound is still very low, so I'm guessing the update was unsuccessful or the sound is damaged some other way.

Thank you for your response... Its very helpful. 

[Martin1]

I am glad I could help, @EmBear!

If the software repair did not manage to improve the sound quality, I believe that the best thing to do is to get in contact with your local support team in order to have the phone examined by an authorized service center. If you have any questions regarding the service such as service routines, warranty and consumer laws, these kind of questions are best answered by your local support team as well.

Let me know if you have any further questions!