topic Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage. in XPERIA archive

Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

Thu, 09 Sep 2010 15:23:55 GMT

I must convey my disgust with Sony over a harware warranty claim on this forum that is being refused because of the country of purchase

being different to the country of usage.

I presume the hardware is identical across the globe, with perhaps software versions being different and they can be updated from anywhere.

why would a company take a gamble with reputation by not affording the replacement of a 600 dollar phone.

the person has had the phone refreshed with new sofware from Sony's service centre.

problem persists..

Sony performed a substandard fix that left the customer with a phone that smelt of heated contacts....

for heaven's sake...give the guy another phone.... do you think we go around destroying our devices and then claim it under warranty..

even if we did, the percentage loss is not worth the bad publicity and we would all rather have our phones up and running than put false claims in and lose contact

with our friends.

Sony you have a great phone....dont wreck the deal with poor warranty service on top of slow sofware updates...I'm trying to understand you with the slow software ...but really...

is the cost of a phone worth the extra bad press ????????????

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

Fri, 10 Sep 2010 00:38:06 GMT

That is awful...I can't believe that....really? I've never heard of that before. And I'm due to take my phone with me abroad shortly, better not fall apart on me! Sorry mate, that's bad form.

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

Fri, 10 Sep 2010 00:55:37 GMT

Yeah, I'd venture to say that the number of people who buy their phone in another country are by far the minority, so it makes sense to keep all your customer's happy in this regards rather than trying to save on the cost of a replacement in these isolated instances...

also, if they are trying to stem an avalanche.....do they have that little faith in their hardware integrity !! I think not, its just some manager trying to save a buck at the expense of the companies service reputation.

slow updates of software I can understand, because I know the software industry ...but hardware warranty claims rejected due to location !!! surely this is not the way to go SE.

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

higwayman — Fri, 10 Sep 2010 02:44:45 GMT

we shouldn't make it sound like SE is the only company in the world that operates in this model.

So does all the others, Its all local warranty. Check the other vendor up. If you found one that offers world wide warranty, please let me know. I switch to that brand.

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

Fri, 10 Sep 2010 05:13:17 GMT

oh.. I did not know that there were other phones of this model.

can you suggest any ?

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

higwayman — Fri, 10 Sep 2010 09:15:07 GMT

what i meant is the business model of giving world wide warranty, if you miss out my main point!

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

Fri, 10 Sep 2010 11:02:51 GMT

For a customer of a company that sells a product worldwide, its simple.

you buy product, it breaks , you are within warranty and you have not broken it through abuse of the product, then it gets exchanged...no questions asked.

customers arent interested in sales models or warranty models they just want the product they purchased in good faith by handing over their hard earned money to work for at least the warranty period.

Your argument then...seems to hinge on the idea of "others do it too...." which is an argument used by our politicians and over in Australia has partially led to the country not deciding which way to vote because of dissillusionment with both parties blaming each other.

Customers dont need sales theories or worlds best practice excuses... they simply need the product they purchased to work.

in the UK, this is actually LAW. if you sell a product and it lasts less than 6 months, then you MUST replace it by LAW.

not every country has such strict rules to protect consumers, but its a step in the right direction.

Its not okay just because other companies may be doing it....if you go global....then you cant act local. Its inconsistent at best.

if you purchase a car and then drive it out of the country....surely the warranty does not expire does it... common.. you can use the car but just as long as you dont drive it too far !!

ARE YOU LISTENING SONY !! THIS IS REALLY BAD FORM.

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

Fri, 10 Sep 2010 11:22:38 GMT

Now that I think about it, I was told in the shop that my new laptop can be serviced in the countries I'll be travelling to around Europe. So...they honour the warranty...so maybe it's just the phone companies? I do think it's ridiculous.

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

Fri, 10 Sep 2010 11:27:41 GMT

particularly because they are M O B I L E S not

S T A T I O N A R I E S..

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

Rocco1 — Fri, 10 Sep 2010 11:28:23 GMT

Surely if you bought a phone in one country Sony should service or deal with a problem, if you move into another country. Haven't Sony a service centre in every country?

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

sushidushi — Fri, 10 Sep 2010 14:44:02 GMT

That's probably to do with EU law.

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

Sat, 11 Sep 2010 03:27:37 GMT

Ahhh...then that's even better dushi,

wider scope..

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

Sat, 11 Sep 2010 05:55:13 GMT

Now just to be fair to SE, I did bring one of my SE phones for repairs in Australia and they did honor the warranty. But that was at least 6 years ago, i do not know if there has since been a change of policies.

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

Er_Kannan — Sat, 11 Sep 2010 09:17:00 GMT

In my Warranty card it is clearly stated that Warranty is valid only in the Country of Purchase. But SE is an international company and they could have made the warranty global. Let SE explain itself why this happens.

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

Sat, 11 Sep 2010 14:39:34 GMT

I mentioned this else where before. This is a basic form of damage control. Anyway, you guys should have realized by now even Nokia does this.

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

Sun, 12 Sep 2010 06:26:59 GMT

I presume then that Australia was not the country it was purchasd in...

Its not good enough for a company to say ...well the others are doing it...

It is wrong.

If the phone breaks and it is a SE phone then SE should replace it...no questions asked.

country does not matter any more than what store you bought it at.

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

Sun, 12 Sep 2010 06:28:57 GMT

damage control implies they made a dudd and they expect a lot of warranty claims... did they make a dudd phone ??

I dont think so..my point is that these are probably a minority of cases if not isolated.

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

Sun, 12 Sep 2010 06:46:36 GMT

No, I bought it in Singapore and brought it over.

True enough that it should be so, in the consumer's point of view. However, if you were SE would you want to do it?

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

Sun, 12 Sep 2010 06:47:42 GMT

Damage control means they were just preparing for any incidents.

Re: Sony isn't honouring a simple hardware warranty...claiming not bought in country of usage.

Sun, 12 Sep 2010 08:52:17 GMT

hmmm if I sold a product worldwide, I'd understand that the buck stops with me for warranty , no matter who I sold the items to and where they bought them