topic Re: Poor Customer Service in XPERIA archive

Poor Customer Service

3rddoor — Tue, 01 Apr 2014 13:11:35 GMT

How to I get my phone fixed under warranty. I am still dealing with the outsourced Customer Support and they have no interest in helping me through the problem. 5 months and this will be the 5th time sent in for repair and I am further from my goal of a fully functioning phone than when I started.

Are there any real Sony Mobile contacts that may help.

How you I escalate this beyond the "Offline Escalations" department who are ignoring me.

This is beyond a joke.

Re: Poor Customer Service

Thommo — Tue, 01 Apr 2014 13:25:35 GMT

When did you buy it as this will probably be out of warranty - If you bought it from a shop then that place is where you go to for redress

Re: Poor Customer Service

3rddoor — Tue, 01 Apr 2014 13:35:05 GMT

Thommo,

Thanks for your comment. The phone was bought more than 2 year ago, but put in for repair before the end of the warranty period so the phone is still technically in warranty. Yes I am no longer under contract with the company that I bought the phone from but without any help from Sony (who are the people that should be dealing with the problem), I will have to approach the retailer. Which I am loathe to do as the only supplied the Sony product.

Are there any ways to escalate this with SONY?

Re: Poor Customer Service

Thommo — Tue, 01 Apr 2014 14:38:49 GMT

If you are in the UK I could probably advise you better on this however usually the only way to escalate these things to write to them make it recorded delivery proving that they received your letter then if you still get no help then a trading standards or equivalent is next

Re: Poor Customer Service

3rddoor — Tue, 01 Apr 2014 14:45:01 GMT

Yes I sent a letter to their complaints department in December First Class and it mysteriously disappeared. I have since maintained contact via questions.gb@support.sonymobile.com. Though now they are acknowledging my complaint, we still are further away from a solution than we were in October 2013.

Re: Poor Customer Service

Thommo — Tue, 01 Apr 2014 16:37:37 GMT

Either trading standards or ask for a deadlock letter which means they won't repair your fault which if it's the 3rd time the same issue has happened then this is considered an inherent fault which entitles you to a replacement or pro rata refund - Under UK law that is