topic Re: Magnetic Charging Port Is Not Covered By Warranty!! in XPERIA archive

Magnetic Charging Port Is Not Covered By Warranty!!

Alextcl — Thu, 20 Nov 2014 16:37:38 GMT

My Sony Xperia Z3 Compact is just one month old and the magnetic charging port is already loose out. I found out that the port is just glue to the battery but not strong enough to properly embeded to the phone. This is obviously a manufacturing issue.

I sent the phone for Sony Care based after I have a chat with the Sony Support and the agent said it should be covered by the warranty. ( Because they charge you for "Handling Fees).

Now Sony want to charge the cost of almost half a new phone just to glue the port back to the phone. This is just ridiculous, is this how Sony warranty operate?

If this is the case, I hope all potential customer stay way from this or pray the phone never to need to be repaired.

Re: Magnetic Charging Port Is Not Covered By Warranty!!

Hampus — Thu, 20 Nov 2014 16:58:01 GMT

Hi and welcome to the community! Since you're new please be sure that you have checked out our Discussion guidelines.

I'm sorry to hear that.
I suggest that you raise this with your local support team for further information about warranty, to check status and how to proceed with this in the best possible way:
http://support.sonymobile.com/global-en/contactUs/

Re: Magnetic Charging Port Is Not Covered By Warranty!!

il_vecio — Thu, 20 Nov 2014 17:46:11 GMT

Dear Alex, this story sound really strange. I red an italian forum that someone felt into the same problem. They said that glueing the piece back on the frame solved the issue as the charger didn't stop working when they tried to charge the phone by holding still the broken port. Did you tried to charge the phone holding the (broken) magnetic port still?

Re: Magnetic Charging Port Is Not Covered By Warranty!!

RaMMaR — Mon, 24 Nov 2014 08:16:35 GMT

The same thing happened to my Z3 last week after having it less than a month! Since then, i've sent a repair request - still no response - and searched for a solution. i'm afraid i'll end up with a similar repair quote as Alextcl. The port still works, but needs a little (constant) pressure applied to it to do it's thing. IF i don't get a positive repair response soon, i was thinking of cleaning out the area of the old adhesive and using an industrial strength marine adhesive/sealant like this:

http://www.amazon.com/gp/product/B000Y89JC8/ref=ox_sc_act_title_2?ie=UTF8&psc=1&smid=AFEJH3YLP5PIV

Thoughts...?

Re: Magnetic Charging Port Is Not Covered By Warranty!!

Alextcl — Tue, 25 Nov 2014 14:15:40 GMT

Please do not send you phone back with the magnetic charging port plate that been fall out,

Sony refuse to repair the phone for me and I contacted the agent of Sony Care.

I asked why the magnetic port is not been covered and the agent respond that the repair center does not identify it is a manufacturer fault.

I also voiced about the ridiculous cost of the repair and the agent say they will stand by the decision of repair centre without giving me further information about the breakdown of the cost.

I asked why Sony did not document the correct way to use the port and didnt warn user about how they just glue the plate to the phone but not properly embeded to the phone. The agent said all the instruction are in the manual.

My conclusion is that Sony Care is fooling me around and I in deep dissapointment with Sony Mobile.

I have to pay £29 handling fees to return my phone and I received my phone without the falling out magnetic charging port plate. I, for a second think that this is deliberate punishment for consumer.

I have sent another email to request them to give me back my BROKEN magnetic charging port plate so that I can glue it myself, and if I not receiving that, I probably have to escalate this to the right party to claim my right.

So, Please do not send your phone with the magnetic charging port plate back, you likely:
1. wont get it fixed
2. get charged for handling fees

3. lose the falling out magnetic charging port plate

I am very dissapointed with the Sony Care team, this is probably the first and last Sony phone I will have. It is an utlmate unfortune that the phone overall have good features but the customer service is at its worst.

For a good cause, we need to warn other owner or future buyers about this.

Re: Magnetic Charging Port Is Not Covered By Warranty!!

il_vecio — Tue, 25 Nov 2014 15:57:39 GMT

Thank you for your warning. Those answers from Xperia Care are unacceptable. This should be reported on XDA forum

Re: Magnetic Charging Port Is Not Covered By Warranty!!

MyAliasIsGary — Tue, 25 Nov 2014 17:40:06 GMT

@Alextcl wrote:
Please do not send you phone back with the magnetic charging port plate that been fall out,

Sony refuse to repair the phone for me and I contacted the agent of Sony Care.

I asked why the magnetic port is not been covered and the agent respond that the repair center does not identify it is a manufacturer fault.

I also voiced about the ridiculous cost of the repair and the agent say they will stand by the decision of repair centre without giving me further information about the breakdown of the cost.

I asked why Sony did not document the correct way to use the port and didnt warn user about how they just glue the plate to the phone but not properly embeded to the phone. The agent said all the instruction are in the manual.

My conclusion is that Sony Care is fooling me around and I in deep dissapointment with Sony Mobile.

I have to pay £29 handling fees to return my phone and I received my phone without the falling out magnetic charging port plate. I, for a second think that this is deliberate punishment for consumer.

I have sent another email to request them to give me back my BROKEN magnetic charging port plate so that I can glue it myself, and if I not receiving that, I probably have to escalate this to the right party to claim my right.

So, Please do not send your phone with the magnetic charging port plate back, you likely:
1. wont get it fixed
2. get charged for handling fees
3. lose the falling out magnetic charging port plate

I am very dissapointed with the Sony Care team, this is probably the first and last Sony phone I will have. It is an utlmate unfortune that the phone overall have good features but the customer service is at its worst.

For a good cause, we need to warn other owner or future buyers about this.

hi Alex

I really do feel for you.

It's tricky on forums because you tend to see problems that users have, not in the proportion to all users of that phone... but I just can't help but get the feeling that Sony, as I said in a previous post of my own, will bill you for repairs, unless you can prove beyond any doubt whatsoever that it is their fault.

I think this is grossly short-sighted of Sony as well. It will simply aggravate customers and for the sake of saving on short-term repair costs, they will simply build a negative image for their after-sales support and breed contempt amongst potential repeat customers.

One just feels that a corporation can be benevolent towards customers or they can assume, because they are big, that they can get away with being cold. However, that corporation needs to remember they would literally be nothing without their customers.

I really wish I could help you in some way.

I might suggest speaking to Which - a consumer magazine, who have confronted Sony before about their handsets cracking spontaneously.

This link might be of help with people who have suffered the cracking issue. It also gives you useful information about your rights as a consumer. I think they have a helpline that you can ring too... but you might need to be a subscriber to use their legal services (I think it's about £8 p/month):

http://conversation.which.co.uk/technology/sony-xperia-z-cracking-phone-screen-replacement-repair-warranty/

By the way, I've just looked in the main user manual (for the phone) and can find NO instruction regarding the use of the magnetic port. The only time it is even mentioned is on a diagram of the phone, where it shows with the charging port is.

To charge the phone, you are told to use the USB connector and mains adapter.

It just occurred to me - if the port has come unglued within a 'short' period of time, then, to me, Sony CANNOT claim this is wear and tear. The glue bond MUST have been faulty, which means the handset is defective.

The trouble is it looks like you are REALLY going to have to fight with Sony, which takes me back to my point about the choice a corporation has about whether to respect their customers or to treat them with contempt. Just to be clear, I think a company, who doesn't enter into reasonable dialogue about a fault and is not honest about a product potentially failing prematurely, is treating a customer with contempt.

i wish you well and please let us know how you get on.

Regards,

Gary

Re: Magnetic Charging Port Is Not Covered By Warranty!!

rgrz — Wed, 10 Dec 2014 11:14:34 GMT

It has also happened to me, after one month. I bought the magnetic charger because I found the flaps very inconvinient and loose. To find that the magnetic port is attached with some glue is not acceptable for a 500+ EUR phone.

After reading messages in this post, I guess I will use some serious glue to fix it myself.

Re: Magnetic Charging Port Is Not Covered By Warranty!!

brokenscreen999 — Sun, 04 Jan 2015 16:07:23 GMT

Me too

i got a replacement phone as it was within 14 days but he replacement started to come out just as quickly.

i stopped using teh magnet charger and just took it out of the case to charge

Now i have a cracked back glass

Re: Magnetic Charging Port Is Not Covered By Warranty!!

Alextcl — Thu, 08 Jan 2015 18:23:53 GMT

Hi all,

I decided to give the update after receiving my replacement phone today.

It was not a really good experience dealing with Sony Mobile after sales support, they have many different department and also the logistic make it even worst.

So, I was very angry with the repair centre decision for not wanting to cover my repiar underwarranty and sent me incomplete phone parts when I refused to pay the ridiculous fees.

I raise this case to Sony Mobile GB Facebook page, and a representative named Brett, contact me with a PM asking for the repair details. Altought I gave the details but I have gave up on the phone and decided to sell it off at lost. However, Brett replied after a week that they had look into my case and have escaleted the case. They decided to send me a replacement handset after I send mine to the escalation center. I was really surprised by their decision, it was similiar to a different of heaven and **bleep** when you deal with Xperia Care agent and the repair centre.

So, I quickly send my phone to the escalation office address (cost me another 7 quid). After 2 weeks of wait, I have to chase Brett with the Facebook message untill they finally get the repair centre to send out the replacement phone.

I got my parcel few days later, and opened in joyness. But it quickly lead to another dissapoinment when I saw the handset is Black colour instead of white.

I contact Brett again and it was due to the repair centre has run out of stock for the white colour. So, they send their next available phone to me fearing that I might have out of phone for too long... I wanted my white colour model and again... I have to send it back to Sony. I asked how to send back for replacement and they told me I have to contact Xperia Care. I contact another agent this time and she told me I have to create another repair order for this case.

I was immediatly upset and I knew that I didnt got my phone fix last time and they charged me for so called "Handling fees". After she confirmed they wont charge me again and I send the phone in again...

I got my replacement phone yesterday and yes... I bought the phone on Oct, send for first repair around 8/12/2014 , finally get an usable phone at 7/1/2015.

Hopefully, I am the only customer having such bad luck with their after sale services...
Nevertheless, Brett from Sony Mobile GB Facebook page was really helpful... at least better than Xperia Care agent in my scenario.

I have not use the magnetic port for charging since then, and Magnector X charging adaptor has too strong magnetic field and it pulls the plate out from the phone.

Re: Magnetic Charging Port Is Not Covered By Warranty!!

jtalbot13 — Wed, 14 Jan 2015 18:01:28 GMT

Thanks for this info guys. Mine fell out after using the Magnector X for just over a month. Makes me really miss induction charging on my old Nexus 5. No problems there!

Re: Magnetic Charging Port Is Not Covered By Warranty!!

sisqoboy — Sun, 15 Feb 2015 01:29:04 GMT

Hi there,

Thx for the info. I had the same situation but mine
Service was covered under warranty.
Now the problem is the same again.
It is pulled out again…
What should I use to glue in?
I think there is no point to send the phone back again…

Re: Magnetic Charging Port Is Not Covered By Warranty!!

RohitTech — Mon, 16 Feb 2015 16:18:20 GMT

Sony service here in India is very much bad and questionable. So people here hesitate to go for xperia Z series.:

For anything they simply give a very hi price quote.

Also their response and warranty claims are very low grade.smileyshocked:

Nokia was the best for warranty claim amongst all phones.:smileysmileythumbsup:

I cant even recalls how many motherboards, usb ports, volume controls, lock keys etc I might have got replaced from Nokia during the 2 year warranty period...:smileyhappy:

Sony should learn something from them and atleast for their hi-end phones...XPERIAS...

Re: Magnetic Charging Port Is Not Covered By Warranty!!

Neophyte — Wed, 18 Mar 2015 01:11:14 GMT

Hi my magnetic charging port is now pulled out. I bought this phone in December 2015. I've used the magtron charger for 2 months now. It looks like this is a manufacturer defect. Based on reading these posts, it appears Sony is the one to blame for our charging port becoming dislodged

Re: Magnetic Charging Port Is Not Covered By Warranty!!

dquilon — Wed, 18 Mar 2015 01:53:44 GMT

I have posted this following comment several times already.... You guys are pulling the magnetic adapter perpendicularly to the device, and that is not the way to go....

I have 4!!! of those, 2 Magnector X2 and 2 of the old version... the new version is stronger and it works great... however when I unplug my phone I do so at an angle... as if I was breaking a cracker.... this way the force is not pulling the connector straight out...

In my opinion Sony should cover partially those damaged devices because most of US (including me) are not using official Sony accesories... but on the other hand, the connector should be definitely glued stronger than what apparently is.

Anyway I haven't had any issues with it... and right now I am in a Hotel on a beach at Ecuador and I have been putting my Z3C to the test... waterproof still works great for several submersions in pools, shower and shortly at the ocean (and then fresh water)... so everything in my device is still holding on pretty good...

Best regards...

Re: Magnetic Charging Port Is Not Covered By Warranty!!

r_aldion — Wed, 18 Mar 2015 06:16:39 GMT

Dear All,

I have the same issue with Z1 compact after using magnetic connector. Is there any body here try the waterproof ability of your phone?

Thank you.

Best regards,

R. Aldion

Re: Magnetic Charging Port Is Not Covered By Warranty!!

justme41 — Mon, 23 Mar 2015 14:20:51 GMT

Magnetic charging port has come out of my phone also. Thought i'd buy a phone this time rather than be in a contract in December 2014. Had it barely 2 months and that's when the charging problems started. Thought it was the lead until the magnetic part on the phone just came away!

Just got off the phone to sony as i wanted to check it was under warranty but cant get a difinitive answer from them. Kept getting told the engineers will have to access if its customer damage. I told her im worried i'm just going to get charged the handling fee charge and be told it's my fault The woman actually told me she'd never had this complaint before which worries me even more as its all over the internet and on their actual website!!!!! lol

Do i repair myself or send it to them, i'll be livid if i have to pay the £21 handling charge she quoted if customers fault ( is postage on top of that?)

Regardless of how this situation turn's out it's put me off ever buying a sony product again in my life

All they had to do was tell me its covered under warranty....what do they think people do to their phones

Re: Magnetic Charging Port Is Not Covered By Warranty!!

YoGem — Wed, 25 Mar 2015 05:52:00 GMT

Now this is weird, my z3c is just three weeks old and I am using the magnetic dock charger from Sony and it seems solid, as well no problem with broken glass for both front and back. And my son launch it many times so far.. I think at this point that some batches may be defective and that Sony should address under warranty this kind of issues as to me the device feel solid but if some of you (and seems many of you) have this kind of issues well Sony has to open the eyes and investigate better. Recalls are not unknown and common practice when some issues keep presenting for some people.

Re: Magnetic Charging Port Is Not Covered By Warranty!!

justme41 — Wed, 25 Mar 2015 10:13:23 GMT

Mine was fine after 3weeks also but your right they should look into it. You can't get no level of service these days, they take your money quick enough yet show little interest when things go wrong.... It's sods law the first actual phone i get out of contact gets a fault. Even if they fix my phone now under warranty (fingers crossed) i still wont trust it being waterproof or the fault happening again so will sell for a loss and go back to samsung on contract.
Will ring sony again today and see if i get a more helpful person on the end of the phone.

Re: Magnetic Charging Port Is Not Covered By Warranty!!

GuyEd — Thu, 28 May 2015 12:58:22 GMT

This has happened to me too, when using the official Sony recommended Magtron magnector which is stronger than the chinese copies.

Afer a few months the part attached to the phone came right out. Sony need to sort this as it is an obvious manufacturers fault and is only stuck in with a small amount of rubber glue. Pathetic.

I was very happy with the phone and especially the battery life, but as usual technolgy that seems great, is too good to be true. Sort it out sony!! It is obviously an ongoing issue.