topic Re: Broken Screen in XZ Series

Broken Screen

mjspga — Fri, 16 Feb 2018 01:11:59 GMT

I purchased my Experia XZ Premium on Amazon Nov 20th, 2017. On Tuesday Jan 30th my wife and I went to lunch. When I pulled my phone out of my pocket, the screen was broken at the Microphone slot. I understand that the phone is no longer under warranty. Originally, I took my phone to a local phone repair here in San Diego. Unfortunatley, they told me they could not order a screen as the part was unavailable. I contacted Sony Chat support today on chatted with Sebastion B. He told me the phone was not under warranty and Sony had no responsibility towards the repair. I tried to explain that I was not looking for a warranty repair or replacement. I was looking for a Sony authorized repair "shop". I am willing to pay the repair cost. Sebastion B. only quoted me the Sony BIBLE on what their warranty covers and offered zero help.. He told me to find a 3rd party to repair my phone.. If this is Sony's way of supporting their products, Holy Cow.. I can't imagine any company that would manufacture a product and not have some type of support facility for repairs.. Any help or suggestions would be welcomed. Right now, I am a totally un-satisfied Sony Customer. In fact, I see myself and family and friends and anybody else I can tell my story too ,as never being a Sony customer again!

Re: Broken Screen

Qatrium — Fri, 16 Feb 2018 07:12:13 GMT

@mjspga

The point is: Sony doesn't offer international support for their phone. You bought your phone from Amazon and that increases the chance that your phone was not produced for the country you are residing in, thus official Sony repair shops will reject the repair as phone parts will differ between markets/regions.

So either find a reputable 3rd party repair shop or find the customization version of your phone to know the origin country and mail it to their official repair shop (which is more time and resources consuming).

Re: Broken Screen

NNover — Fri, 16 Feb 2018 08:58:08 GMT

That is one of those things why many people choose apple. Official and unofficial services on every street in every hole. No matter where did you buy your phone. Actually there is no another brand on the market with such level of support. Sony makes 2-3 flagships per year plus 5 subproduct phones, and as we know now - they even can be not similar from country to country) Maaan, that is just awefull! Never felt such unpremium with 1k dollars phone.

Re: Broken Screen

mjspga — Sat, 17 Feb 2018 03:14:52 GMT

The point is:

Every phone, no matter the brand will have screens that crack. IMO, this should be a phone repair 101. My Samsung Note 4 & Note 3 & Original Note, roughly 5 years of being in the same pocket, never broke. In fact, for the 15 years or so that I have been using smart phones, I have only cracked one screen. My bad, I dropped that phone.

The point is:

IMO, Sony support for the their cell phones!

The point is:

It is unbelievable to me that a company would produce any product without the courtesy of supporting that product. Warranty or otherwise! As stated previously, I am not looking for a warranty repair. I would just like to send my phone to Sony or a Sony authorized repair center to have a new screen.

The point is:

As a consumer, I get the CHOICE of spending my dollars on products that I believe are worth those dollars.

The point is:

At this moment in time. Unless something dramatically changes with regards to Sony and my Experia XZ Premium phone and it's cracked screen, I will never spend another dime on a Sony product.

Do you get my point..