topic Re: If your screen breaks your warranty is VOID in XZ Series

If your screen breaks your warranty is VOID

cupboy — Sun, 24 Mar 2019 21:07:43 GMT

I have this in writing from the Sony service center. They won't fix your screen, even for a fee, so you have to get it fixed elsewhere. Then once it's been fixed elsewhere the phone is considered to be modified, voiding the warranty.

Re: If your screen breaks your warranty is VOID

Uliwooly — Mon, 25 Mar 2019 00:27:47 GMT

@cupboy

I'm sure there's more to it, what was the reason for not fixing the screen to begin with? and yes, if you get it repaired somewhere else or DIY it will void the warranty

Re: If your screen breaks your warranty is VOID

cupboy — Mon, 25 Mar 2019 02:11:10 GMT

@uliwooly wrote:
@cupboy
I'm sure there's more to it, what was the reason for not fixing the screen to begin with? and yes, if you get it repaired somewhere else or DIY it will void the warranty

Sony does not fix broken screens. You have no choice but to get it done at one of those little shops at the mall, or in my case, an independent shop inside a WalMart.

Re: If your screen breaks your warranty is VOID

Uliwooly — Mon, 25 Mar 2019 02:18:21 GMT

@cupboy

let me escalate this and figure out why they aren't offering to repair devices, are you in the US?

Re: If your screen breaks your warranty is VOID

cupboy — Mon, 25 Mar 2019 02:57:43 GMT

@uliwooly wrote:
@cupboy
let me escalate this and figure out why they aren't offering to repair devices, are you in the US?

USA

Re: If your screen breaks your warranty is VOID

Jonas — Mon, 25 Mar 2019 08:41:29 GMT

Hi @cupboy, sorry to hear about your screen being broken.

As this is a Global user based forum and the routines for service/warranty will vary between markets, get in touch with your Local support team on the link below and they will have all the necessary information available and will be able to answer all your questions.

https://support.sonymobile.com/us/contactUs/

Let me know if that helps!

Re: If your screen breaks your warranty is VOID

cupboy — Thu, 28 Mar 2019 18:37:18 GMT

Local Support Team is who told me I can not get service from Sony for a broken screen or any other reason other than warranty-covered issues. I should have just thrown the phone out when the screen got broken. I would have come out ahead. I received a survey from Sony. I told them that their products should be withdrawn from the USA market.

Re: If your screen breaks your warranty is VOID

cupboy — Fri, 29 Mar 2019 21:42:04 GMT

I filed a complaint with the Federal Trade Commission using their website. If anyone else has a problem with Sony honoring a warranty the FTC number is 877-382-4357 (or just file it on the site).

Re: If your screen breaks your warranty is VOID

Jonas — Tue, 02 Apr 2019 11:49:35 GMT

Hi again @cupboy!

I see, thank you for this information!

That is quite different from the warranty terms and service routines in the market where I'm situated.

Now we both know how it works at least, but I completely understand your situation and that you are not very happy with this.