topic International warranty. Non existent. in XPERIA archive

International warranty. Non existent.

burt63 — Fri, 11 Sep 2015 13:50:34 GMT

I live in Spain.

In June I bought a wonderful mobile phone from an international brand called Sony , the device is a Z1 Compact and I bought it from an international shop called Amazon.

The phone came from Germany, but who cares?. Internationally recognized enterprises all over.

The phone got the glass broken without any crash and the display is not working.

Since the device is in Ireland with my daughter now, I simply am in a no man´s land. Irish Sony says Spanish Sony and Spanish Sony says Irish Sony.

As a client I feel completely unatended, and my opinnions about Sony are not very nice, since I cannot understand where lies the problem.

I have paid for a Original Sony device in a legal seller, I have my bill, and I have no practical solution. Irish Sony wants me to send the phone to Spain to be attended. But how can we accept this non sense?.

Take good note!

Re: International warranty. Non existent.

Uliwooly — Fri, 11 Sep 2015 16:17:53 GMT

@burt63

I'm sorry to hear this but indeed there's no international warranty, you will have to send your phone to the original country you purchased the phone, contact Sony directly.

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

Re: International warranty. Non existent.

SergioPL1 — Fri, 11 Sep 2015 20:00:41 GMT

If you bought it from Amazon try to contact with them. Under EU laws shop is responsible for the product for two years from the date of the purchase. Let them handle service procedure for you.

Re: International warranty. Non existent.

Uliwooly — Fri, 11 Sep 2015 20:03:14 GMT

@SergioPL

Thanks for the heads up

Re: International warranty. Non existent.

briant566 — Sat, 12 Sep 2015 07:34:12 GMT

That the first i heard about Sony warranty not been international and it came as a surprise .

My last Phone was a Nokia bought on Amazon but came from Hungary had a problem with it took it to local Nokia Centre in Uk phone sent off and was replaced with new one under the European Warranty no problem

Re: International warranty. Non existent.

burt63 — Sat, 12 Sep 2015 07:50:04 GMT

Thanks. Iam on it right now.

Re: International warranty. Non existent.

Rickard — Mon, 14 Sep 2015 07:24:35 GMT

Sorry to hear about your phone.

As already mentioned, i'm afraid we don't have international warranty. The warranty is valid in the country/region where the phone was originally sold.

But if the phone was originally sold in Germany it does have warranty in both Spain and Ireland as all 3 countries are members of the EEA (European Economic Area).

If your daughter has any issues with the warranty, please ask her to contact the local support team in Ireland.

She can also refer to the warranty terms here: http://www-support-downloads.sonymobile.com/common/warranty_phones_DE_24_4.pdf (scroll down for english and check page 10 on the english part).

Re: International warranty. Non existent.

burt63 — Sat, 19 Sep 2015 11:37:05 GMT

Hi. Thanks a lot for the replies.

As I already said, i have already tried both Irish and Spanish Services and both pushed me back to the other (might be they do not know their compromise?).

The fellow who commented about Amazon was totally right. They are ready to accept the phone as it is and without any question. They will give my money back and keep the unit. (or serve it for dinner, I hope to a Sony Service).

Do not worry Sony, you will not have any other angry client because I will not buy any other of your devices.

Thanks again.

Re: International warranty. Non existent.

Uliwooly — Tue, 20 Oct 2015 23:36:50 GMT

@burt63

Do other brands have international warranty?

Re: International warranty. Non existent.

traveller_cz — Wed, 21 Oct 2015 05:40:08 GMT

Burt63: Yes, this is the only way how to deal with SONY - go somewhere else. I wish I had discovered this formu before I bought mine

Re: International warranty. Non existent.

1paulchadwick — Fri, 23 Oct 2015 08:14:29 GMT

Whilst as stated, in the EU legal redress for faulty goods lies with the retailer rather than the manufacturer, nevertheless most (all?) manufacturers give some form of warranty

Howver a quick search does throw up some interesting anomalies, for example:

My yougest daughter has a motorola phone which has a Global Waranty - valid only in the country of purchase (work that one out if you can)

Nissan give a pan-european warranty but the terms are depended on the terms offered in the country of claim not of purchase - ie they may differ

My Longines watch has a international warranty, so I can take it to any authrised dealer in the world & it will be repaired under the same terms

And Sony? Well their web-site clealy states that there is a pan-EU warranty, so why wouldn't their service centres help you - I can't say, unless the retailer you bought from was non-EU

Re: International warranty. Non existent.

Uliwooly — Thu, 29 Oct 2015 03:26:41 GMT

@paulchadwick

You don't have to convince use, this is a user based forum, you have to address this with whomever sold the phone to you.

Re: International warranty. Non existent.

SergioPL1 — Fri, 30 Oct 2015 23:29:05 GMT

But on the other hand... when I called polish SC and asked whether they will service Z3 from Sweden they said they do as long as I will have a proof of purchase with date and IMEI clearly stated on that document.

Re: International warranty. Non existent.

Arklight — Mon, 02 Nov 2015 14:43:12 GMT

Your contract exists with the seller, not the manufcturer. If you have a fault with the device then you should take it up with Amazon.

There is nothing particulalry unusual about the scenario you highighted. The only manufacturer of elecronics I know of who have a value proposition based around face to face customer service are Apple. But they sell most of their stock themselves and also ceased offering an interenational warranty on iPhones and iPads a few years ago.