topic Re: Hi. First time Sony Mobile customer. in XPERIA archive

Hi. First time Sony Mobile customer.

Speckler — Tue, 20 Oct 2015 17:19:46 GMT

I purchased a Sony Z1 with 1yr ADH extended warranty in the "Sony Store" During my ADH period my phone started having hardware issues due to leaking covers. I had a ding on another cover that I was getting repaired too thru my ADH. Other issues were also present.

1. I had to fight to prove to Sony themselves that the 1yr ADH was valid beyond 1 yr manufacturer, this took, over a week.

2. I had to, after a long time, call in, and not a single call center agent knew what was going on with my phone. It was shipped and I tracked it to a wrong address.

3. The ticket was escalated twice! No callback! Finally a manager cleared up where my phone was. It was shipped to the repair center. He said he would email details. He DID NOT!

4. Repair center calls me a week later. They are replacing my phone. I asked to be emailed details again. NO EMAIL with DETAILS!!!!

5. Over a week later, now into a month and a half later, no phone, no word, no fix, NOTHING!!!! Once again my phone is in limbo.

I want an upgraded Z5 with 1yr ADH attched to it for all my aggrivation and troubles! This is insane!!! How high up do I have to go to actually have a single person at Sony actually do thier job in a fashion that would have me believe they know what they are doing.

I have had many Sony home theatre audio units, played playstation since ps1, I even have the alarm clock! This is not what I would call a customer retention program lol!

I am currently using an iPhone 4 that is 5 YEARS OLD and works just fine! Glad I kept it and the great experience I have had and are still having with it!

Re: Hi. First time Sony Mobile customer.

Harry_z1 — Fri, 23 Oct 2015 15:01:48 GMT

Although on a sony website, this forum is mainly users helping each other. Mainly tech issues. I think you will have to talk to sony people as its about your insurance policy and all.

I do not know which country you are based in, but see if any relevant authority / consumer helplines etc can help you. (Like in UK we have Citizen's Advice bureau)

Hope you get a working sony handset soon !

And you know what, the older handsets if in working condition, always good to keep as backup phone. The more complex our phones get, more parts that can go wrong isnt it.

Re: Hi. First time Sony Mobile customer.

Speckler — Thu, 19 Nov 2015 17:05:17 GMT

Sony still cannot find my phone today lol!

Re: Hi. First time Sony Mobile customer.

Uliwooly — Wed, 09 Dec 2015 00:24:19 GMT

@Sparky71

What do you mean?