topic Re: Battery is getting fatter in XZ Series

Battery is getting fatter

Josema92 — Thu, 24 Jan 2019 10:11:34 GMT

Good morning and sorry for my English. Since a few days ago I am observing that the back cover and the screen are separating. I guess the battery is getting fatter and that will be the reason. The battery is inaccessible. Has it happened to anyone? It has a solution?

Re: Battery is getting fatter

Qatrium — Thu, 24 Jan 2019 11:27:08 GMT

@Josema92

It's strongly advised to avoid charging and using your phone if you suspect a defect in your battery in order to avoid any hazards. Contact your local support and get your phone inspected by a professional.

Re: Battery is getting fatter

Josema92 — Thu, 24 Jan 2019 11:33:08 GMT

I have spoken with support and they tell me that I have to send my phone to technical service (there is nobody in my city) for review, that they will make a budget, that if I do not accept it, I have to pay an amount to get my phone back or if not what I pay are left with my terminal

This means that I stay at least a week without a phone or maybe forever

Re: Battery is getting fatter

Qatrium — Thu, 24 Jan 2019 11:38:05 GMT

@Josema92

My advice is for your safety, as using or charging a phone with a defective bloated battery may increase explosion or ignition probability. It's safer to find an alternative phone for the meantime either you decide to send it or not.

Re: Battery is getting fatter

Josema92 — Thu, 24 Jan 2019 11:56:30 GMT

I understand what you want to tell me but the treatment that your technician has given me has been so impersonal that I would like to know the budget before sending it to the possibility that the price is so high that I am not interested since I could buy a new terminal

I need the phone for my work and I can not know how many days I will be without it or if at the end I should buy a new one

I know that the warranty period is exceeded, but it seems so strange to me that in a terminal at this level the battery is defective and do not accept any liability

Re: Battery is getting fatter

Josema92 — Thu, 24 Jan 2019 12:05:16 GMT

I can not understand that in a provincial capital in Spain there is not a Sony technical service that can take care of me

Re: Battery is getting fatter

skycamefalling — Thu, 24 Jan 2019 12:53:11 GMT

I don't know the warranty services Sony provides in Spain, but here in Austria there is a 2 year warranty on the phone. A non-serviceable battery which is inflated should be covered under warranty in any case.

So you can send it to the Sony support and no costs should arise for you (otherwise you should get in contact with the Consumer Protection Board or a similar organisation in Spain).

I know it's annoying to be without your phone for a while, but if there's no local service point in your area sending it for repair is the only option. Maybe you can borrow a replacement phone from someone for a while?

You could also contact the dealer where you've bought the phone, to handle the warranty case and provide you a replacement phone, this would be possible in Austria but I don't know the Spanish laws in this regard.

Re: Battery is getting fatter

Josema92 — Thu, 24 Jan 2019 12:59:01 GMT

I am glad that the procedure in Australia is like that 👏👏 but from what I have spoken with the chat service, it has not worried that it is dangerous or anything. Simply send it to the central technical service, they will look at it, they will give you a quote and if you accept it, the repair is made and if you do not have to pay 36 euros to recover your phone or leave it to Sony for recycling.

Stole

Re: Battery is getting fatter

skycamefalling — Thu, 24 Jan 2019 17:11:26 GMT

Not Australia. Austria. The same European market that Spain is in, the warranty regulations shouldn't be that different.

You send your phone to Sony and if the repair is covered under the warranty it doesn't cost you anything. An inflated battery is covered under warranty because it's not a user-inflicted damage like a broken screen or similar.

Re: Battery is getting fatter

Jonas — Fri, 25 Jan 2019 08:16:39 GMT

Hi @Josema92, sorry to hear about this.

As both @Quester and @skycamefalling has recommended, the device will need to be examined at an authorized service centre as soon as possible and you should not use it until you send it in.

If the repair is not covered by our warranty, there will be a cost for repairing the device. You will not have to pay for the repair if it is covered by our warranty, but do note that no support agents will be able to tell you if a defect is covered by our warranty or not before the device has been examined by a trained technician at an authorized service centre.

Regarding where the service centres are located and so on, this is very tough for us to comment on as this is a Global user based forum and we don't have all information available for all markets/regions in the world.

Keep us posted on how it goes!

Re: Battery is getting fatter

Josema92 — Fri, 25 Jan 2019 17:54:55 GMT

Thanks Jonas

Yesterday I was talking again with the customer service and they repeat that I must send the phone to the central technical service, they will review it there and send me a repair budget.

If I do not accept that budget I will have to pay € 36 to recover my phone or I will lose it.

If the budget seems to me exaggerated I have two options or accept it and they assault me or not accept it and make me pay for a terminal unusable.

Either way I will have to buy a new phone and I assure you that even having had in my possession other 4 Sony (all of them still working) the next will be another brand

Re: Battery is getting fatter

Jonas — Mon, 28 Jan 2019 09:54:08 GMT

Hi again @Josema92!

Just so I understand everything correctly, the device you are experiencing this behaviour with is an Xperia XZ2 right? I'm not sure about the warranty terms in all markets, but as far as I can remember, it is at least a 12 month warranty on our phones and tablets and since the device has not been out for 12 months yet, I'm a bit confused.

If you have a different device and the warranty is no longer valid, this is how the service routines work. Before a device has been examined it's impossible for an agent that has not seen the device to say if there are more defects on the device, or if it just, in your case a swollen battery. That is why it's very hard to give an estimated cost for a repair before the device has been examined at the authorized service centre.

The cost for having the device returned if you think the cost for the repair is too high will include the fee for shipping the device back and the examination cost. That is at least how it works in the Nordics where I'm situated, so I can't say for sure that it's the same in your market/region.

Re: Battery is getting fatter

Josema92 — Fri, 01 Feb 2019 18:10:01 GMT

I went to a "tecnical service" and the problem was not the battery, only the adhesive around is peeling off. They have replaced it and everything is perfect, € 2 and 5 minutes without a telephone

Thanks to all...

Re: Battery is getting fatter

Jonas — Fri, 08 Feb 2019 12:50:18 GMT

Hi @Josema92, thanks for the update and I'm glad to hear that it went smoothly!

Have a nice weekend!

Re: Battery is getting fatter

HQ85 — Sat, 09 Feb 2019 04:54:11 GMT

In my opinion, Sony should have paid for the courier services and etc as part of the on-going research and development budget. Finding out the cause of such phenomenon and understanding how to make their products better will in the long-run make their products more robust, sturdy, state-of-the-art and better publicity. This should also become an on-going effort to make products more advance and reduce costs for insurance risk and the like. Hopefully Sony is modern and farsighted enough to see the benefits and where I am coming from. P. S.: my past 3 phones are Sony phones. So far only the usage has failed me (software couldn't keep up and lags) as my phone renewal is about every 2 year. The hardware failed just right before my phone renewal. Modern manufacturing 'quality' indeed.