topic Re: SCAMMED BY SONY CUSTOMER SUPPORT in XPERIA archive

SCAMMED BY SONY CUSTOMER SUPPORT

Aboukar — Tue, 08 Jul 2014 19:16:02 GMT

Hello all,

I recently purchased a brand new Xperia Z2 for a pretty penny. I decided to water test it in my sink.

I IMMEDIATELY noticed bubbles arising from the bottom left corner of the display, even though the PORTS WERE SEALED. I noticed a large gap between the display and bezel of the Xperia, presumably where the water entered.

So what did I do? I sent it in for a warrantly replacement, as this was Sony's fault.

About 2 weeks later, I get a UPS shipping confirmation that I have a package on its way. I called in to double check if it was repaird or replaced, but the only info on my file was that the "tech" saw the device and said the warranty was VOID. IT IS CURRENTLY BEING SENT BACK UNREPAIRED.

I have never been so frustrated at a company, and the customer service was the worst experience I've ever had the displeasure of using. I'm 100% sure that the ports were sealed and the phone was good to go before the immersion test.

If I do not get a replacement device ASAP, then I will file for lemon law and speak with my attorney for a lawsuit.

This is bull**bleep**. RMA: 61514314711

Re: SCAMMED BY SONY CUSTOMER SUPPORT

dm841 — Tue, 08 Jul 2014 20:19:50 GMT

try to request a vacum test as some customer service agents dont reslly know what they are doing and request to talk to a senior manager when you ring them

Re: SCAMMED BY SONY CUSTOMER SUPPORT

Martin27 — Tue, 08 Jul 2014 20:20:02 GMT

I feel sorry for you but this is the reason I wouldn't deliberately submerge my Z2.

If water gets into the device it's too easy to claim flaps were or were not shut (depending on the point of view of the argument).

I think waterproofing is good for a backup for drops into sinks, baths etc but since there is no proof flaps were shut or not it's asking for trouble in my opinion.

I hope you get the outcome you seek by the way.

Re: SCAMMED BY SONY CUSTOMER SUPPORT

dandy63 — Tue, 08 Jul 2014 20:32:45 GMT

The supposed method of any Sony Repair Centre to check if water has indeed got into the phone by 'open flaps' is the small tags that turn from White to Red....BUT if water got in from somewhere else ie screen or cracked bezel....would they not turn Red anyway

Re: SCAMMED BY SONY CUSTOMER SUPPORT

Martin27 — Tue, 08 Jul 2014 20:41:09 GMT

@dandy63 I would imagine you are correct, hence my caution.

Re: SCAMMED BY SONY CUSTOMER SUPPORT

dandy63 — Tue, 08 Jul 2014 20:55:50 GMT

@Martin27 wrote:
@dandy63 I would imagine you are correct, hence my caution.

It would be interesting to know if all Z2s at the finish of manufacturing/build, part of the QC check would be that each unit is vacuum tested.....my guess would be NO....only a sample would be tested....if all were tested then a simple QC VACUUM TEST slip of paper added in the box, stamped & signed from the QC tester would go a long way to reassure the buyer & act as a guarantee if water ingress did occur...

Just a thought but probably far too time consuming.....time is money/profits etc etc

Re: SCAMMED BY SONY CUSTOMER SUPPORT

Martin27 — Tue, 08 Jul 2014 21:01:55 GMT

Probably not, I'm pretty sure I can see something metal through the top gap on mine.

Re: SCAMMED BY SONY CUSTOMER SUPPORT

Aboukar — Tue, 08 Jul 2014 21:04:35 GMT

Thanks, I'll try.

Re: SCAMMED BY SONY CUSTOMER SUPPORT

Martin27 — Tue, 08 Jul 2014 21:05:51 GMT

I would at least call them to see why your claim was rejected and argue your point from there.

Re: SCAMMED BY SONY CUSTOMER SUPPORT

Aboukar — Tue, 08 Jul 2014 21:06:13 GMT

Thanks, I appreciate the info. Yeah I wasn't too keen on submerging it, but if a phone is advertised as waterproof, it better be waterproof. The last thing I need is a phone that craps out at the worst of times.

Re: SCAMMED BY SONY CUSTOMER SUPPORT

Aboukar — Tue, 08 Jul 2014 21:07:06 GMT

@Martin27 I'll try for sure