topic Re: Xperia Z3 malfunctioned after 10 days of purchase and no support from Sony in XPERIA archive

Xperia Z3 malfunctioned after 10 days of purchase and no support from Sony

Rabinder — Sat, 21 Feb 2015 15:37:57 GMT

I was gifted a Sony xperia Z3 bought from ebay and received it on 31st of Dec 2014. I used it for 9 days, it started malfunctioning on 10th day and suddenly its screen stopped showing the display. I have a international warranty also according to my seller, so I inquired for a repair in Mauritius and according to them they don't entertain international warranty. Then I sent it to india as my parents stay there, I got same reply from them. Can you please tell me now where will I be able to get this stuff repaired. I am very dis-satisfied by the quality and response sony has given me in past also. This will probably the last time I am buying a device from sony, or else I get a good service from company (which is a expected thing).

Also when I contacted sony's service outsourcing partner Harrel Mallac (Mauritius), they told me that I need to replace the screen for 380$ and my phone cost me 500$. Why would I not buy a new phone rather.

I hereby request you to help me on this matter ASAP.

Re: Xperia Z3 malfunctioned after 10 days of purchase and no support from Sony

stockyvillage — Sat, 21 Feb 2015 16:32:38 GMT

@Rabinder this is a user only forum.Contact Sony Care

Re: Xperia Z3 malfunctioned after 10 days of purchase and no support from Sony

Phy — Sun, 22 Feb 2015 06:31:43 GMT

This is how to contact your local Sony Xperia support

http://support.sonymobile.com/global-en/contactUs/

Re: Xperia Z3 malfunctioned after 10 days of purchase and no support from Sony

Rabinder — Sun, 22 Feb 2015 20:59:12 GMT

Hi,

Thanks for your reply. I tried to contact them at first on +971 (0) 4 3919 880 (This is support helpline for UAE middle east and africa), but this number is not valid. I have mailed them also, but I am not getting any proper reply from them .

Re: Xperia Z3 malfunctioned after 10 days of purchase and no support from Sony

Phy — Mon, 23 Feb 2015 01:32:48 GMT

What are the replies you are receiving about your inquiries, if I may ask?

Re: Xperia Z3 malfunctioned after 10 days of purchase and no support from Sony

Rabinder — Mon, 23 Feb 2015 06:05:18 GMT

Hello Mohamed Yehia,

I have tried connecting my mobile to the PC companion, I am not able to detect my mobile in the PC companion. It says: "No compatible device found". Please guide on further steps to be taken.

*******************************************************************************

rabi devnani <>

Feb 8
to questions.ae

Hello Mohamed Yehia,

I was expecting a reply on this.

*******************************************************************************

Dear Rabinder,

Thank you for contacting the Sony Xperia support centre.
In regards to your question about repairing the screen of your Xperia™ Z3, kindly find the below:
Kindly note that PC companion is computer software, and you don`t need to power the phone on to connect it will show you a list to choose the mobile phone to repair it.
For the latest news, information and product support please visit www.sonymobile.com.
If you require any further assistance then please do not hesitate to respond to this email.

In Jordan dial
In Bahrain dial
In UAE dial
In Egypt dial
In Saudi Arabia dial
In South Africa dial

Please be aware that should you not respond within 5 days of this email your query will be automatically closed. Any further communications will not reach our support and a new query will need to be raised.
Kind Regards,
Mohamed Yehia
Sony Xperia Customer Services

Contact Us | Legal
Copyright © 2012 Sony Mobile Communications Inc. All rights reserved

Sony Mobile - Make Believe

[THREAD ID:1-7SKGOXK]

-----Original Message-----
From:
Sent: 31/01/2015 11:41:05
To: questions.ae@support.sonymobile.com
Subject: Re: Sony Xperia Contact Center, Service Request: 1-16964900401

Hi Mohamed Yehia,

Before even I could try all this stuff that you have written, first step is my phone should start. I am not able to start my phone to be able to install a PC companion and I have clearly mentioned in the below mail chain. Kindly stop putting me a generic solution on this. I request you to assist me what further steps should I take to get it repaired in Mauritius. I hope, I don't get disappointed by you next reply.

Rabinder Devnani
On Thu, Jan 29, 2015 at 4:42 PM, <questions.ae@support.sonymobile.com> wrote:

    Sony Mobile
    SupportSign upSoftware Update

   Dear Rabinder,
    Thank you for contacting the Sony Xperia support centre.

    In regards to your question about repairing the screen of your Xperia™ Z3, kindly find the below:

    kindly force restart the phone:
    1-Press and hold down both the volume up key and the power key for 10 seconds.
    2-After the notification light flashes three times, release the keys. The device turns off automatically.
    3-After the device is turned off, restart your device by pressing the power key.

    IF the problem still persist, kindly be informed that you need to go through a software repair, kindly check the below instructions:

    Before you start the software repair, you need to have PC Companion installed on your computer.

    To install PC Companion:

    1. Turn on your Android™ phone and connect it to a PC using a USB cable.
    2. Your phone: Tap Install to install PC Companion on the PC.
    3. Computer: If a pop-up window that appears notifies you about available PC Software, select Run Startme.exe.
    4. Computer: Click Install to start the installation and then follow the instructions to complete the installation.

    Tip: PC Companion is also available for download from the PC Companion download page.
    http://www.sonymobile.com/global-en/tools/pc-companion/

    Note: If you have just installed PC Companion on a computer, disconnect and then reconnect your phone before downloading the software updates.
    To repair your phone software using PC Companion:
    Kindly note that it is preferred to back up all your data before repairing your phone because some of the information in your phone might be lost during the repair process.
    Kindly be sure that your phone has enough memory as the update takes some of the phone memory.
    Kindly be sure that your phone battery is more than 90% while you are repairing your phone.
    Kindly follow these steps:
    1. Start your phone and connect it to a computer using a USB cable.
    2. Computer: Wait for a few seconds for PC Companion to start. If PC Companion doesn’t start automatically, you can start it from the start menu on the computer.
    3. Computer: In the Support Zone application, click Start, and then select the Phone Update option. Follow the instructions on the screen.
    Note: Update option might give you the phone is up to date, then followed with a link to do a software repair, so you should click on that and wait for the software to be downloaded and repaired on your phone.
    Note: Do not disconnect the USB cable when updating your phone as it can damage the content being transferred.
    IF the problem still persist, kindly visit us on our service centers in UAE:
   For the latest news, information and product support please visit www.sonymobile.com.

    If you require any further assistance then please do not hesitate to respond to this email.

    In Jordan dial

In Bahrain dial
    In UAE dial
    In Egypt dial
    In Saudi Arabia dial
    In South Africa dial
    Please be aware that should you not respond within 5 days of this email your query will be automatically closed. Any further communications will not reach our support and a new query will need to be raised.

    Kind Regards,
    Mohamed Yehia
    Sony Xperia Customer Services
    Contact Us | Legal
    Copyright © 2012 Sony Mobile Communications Inc. All rights reserved
    Sony Mobile - Make Believe

    [THREAD ID:1-7SKGOXK]

    -----Original Message-----
    From:
    Sent: 27/01/2015 20:01:21
    To: questions.AE@support.sonymobile.com
    Subject: Re: Contact Us Form Submission - Rabinder Devnani [ ref:_00D90XxjZ._50090eVBrV:ref ]

    Hi,

    I have an issue regarding after sales support for my newly gifted xperia Z3. I hereby request you to please go through the below mail chain and let me know ASAP what further steps should I take to get my stuff repaired. See I have been very disappointed in the past for the kind of service sony has provided me. This mobile was gifted me, other wise I wouldn't have wasted my money on sony products at-least for mobile. So kindly take this seriously.

    Rabinder Devnani
    On Tue, Jan 27, 2015 at 3:57 PM, "Sony MEA General Enquiry" <sonycustomercare.mea@ap.sony.com> wrote:

        Dear Mr. Devnani,

        Thank you for contacting Sony Middle East and Africa Contact Center.

        We have gone through your email below and understand your concern. However, Sony product you have mentioned is supported by another Sony Customer Service team. We kindly ask you to send your concern to them, please find their contact information near below:

        Email: questions.AE@support.sonymobile.com
        Phone Number:

        Should you have any inquiries about Sony Consumer products, please do not hesitate to contact us and we will be happy to help you!

        Sincerely,

        Imran Khan
        Customer Care Representative | Contact Center
        Toll Free No. 8007669 (UAE) | +971-8007669 (Overseas)
        Sony Middle East and Africa FZE
        sonycustomercare.mea@ap.sony.com | www.sony-mea.com
        Sunday to Thursday 9:00 am – 6:00 pm, Saturday 9:00 am – 5:30 pm
        Become a part of the Sony Community; http://community.sony.com/

        --------------- Original Message ---------------
        From: Sony [contactus@sony.xische.com]
        Sent: 21/01/2015 22:32
        To: sonycustomercare.mea@ap.sony.com
        Subject: Contact Us Form Submission - Rabinder Devnani

        Sony Company: sony_ericsson,0

        Title: Mr
       First Name: Rabinder
       City: Beau Bassin
        Place of Residence: LY,0

        Comments: Hi, I was gifted a sony experia z3 from ebay during cyber monday sales in U.S. and received it on 31st of Dec 2014. I used it for 8 days, it started malfunctioning on 9th day and suddenly its screen stopped showing the display. I have a international warranty also, so I inquired for a repair in Mauritius and according to them they don't entertain international warranty. Then I sent it to india as my parents stay there, I got same reply from them. Can you please tell me now where will I be able to get this stuff repaired. I am very dis-satisfied by the quality and response sony has given me in past also. This will probably the last time I am buying a device from sony, or else I get a good service from company (which is a expected thing). I hereby request you to help me on this matter ASAP, currently my mobile is in India, but will be getting in hand in first week of FEB.
        ref:_00D90XxjZ._50090eVBrV:ref

Re: Xperia Z3 malfunctioned after 10 days of purchase and no support from Sony

Uliwooly — Mon, 23 Feb 2015 07:43:06 GMT

Since your phone was bought through ebay you should contact the seller, I don't know about any international insurance provided by Sony.

Who provided you or told you about such "international insurance"?

Re: Xperia Z3 malfunctioned after 10 days of purchase and no support from Sony

Rabinder — Mon, 23 Feb 2015 09:53:05 GMT

It was written on the product infomration given by the seller.

And I tried to contact seller also, but still awaiting support from them. I am not able to conatct Ebay as this phone was not bought from my account as it was gifted to me.

Re: Xperia Z3 malfunctioned after 10 days of purchase and no support from Sony

Lord_viridis — Mon, 23 Feb 2015 14:39:23 GMT

Then get the person who bought it to put in a claim via ebay or PayPal.
You are protected as the listing states international warranty.

Re: Xperia Z3 malfunctioned after 10 days of purchase and no support from Sony

Uliwooly — Mon, 23 Feb 2015 19:06:17 GMT

I agree with @Viridis just wait for their reply and be persistent.

Re: Xperia Z3 malfunctioned after 10 days of purchase and no support from Sony

Rabinder — Mon, 23 Feb 2015 19:19:45 GMT

K I will wait until there reply comes or else I will contact eBay for this thanks guys ... Can u help me by giving me reference to Sony's international support form or something where I can highlight this also

Re: Xperia Z3 malfunctioned after 10 days of purchase and no support from Sony

Lord_viridis — Mon, 23 Feb 2015 20:17:00 GMT

I'm not aware of one, all customer support from Sony is regional and details of support and warranty information can be found in the documents that came inside your phone box.

Re: Xperia Z3 malfunctioned after 10 days of purchase and no support from Sony

Uliwooly — Mon, 23 Feb 2015 21:11:13 GMT

You have to contact your local Xperia care

http://support.sonymobile.com/global-en/contactUs/

but this should be addressed with the seller

Re: Xperia Z3 malfunctioned after 10 days of purchase and no support from Sony

Rabinder — Tue, 24 Feb 2015 05:55:28 GMT