Z3 failing update to Marshmallow and bad experience with waranty repair (complain)

taifun66 — Wed, 22 Feb 2017 15:05:34 GMT

So, short story long 🙂

I updated my Z3 to Marshmallow and got some failure in connections. Basically the Bluetooth won't work and same issue with WIFI. So I tried everything possible to get rid of this failure but without success.

A good contact at german Xperia Care hotline got with me trough all procedures possible to fix this issue but same result - no success.

Ok, I connected the phone to the computer an could make another update to Marshmallow (strange, but true). I tried it and at one point the phone restarted again and again and I could do nothing against it. So the battery drained and it was not possible to load it again.

Oh yes, I forgot to mention that the backcover was slivered but this had no influence on the function.

After all this i sent it to Sony repair service (waranty until 07/17) and waited for response.

First response was the confirmation of getting the phone.

Next came a message with the information, that the backcover was slivered (correct) and the screen was defect (false). They offered me another phone for the amount of roundabout 338 Euro. Strange thing and I answered with all details to the damage and how it appeared.

Next mail was a confirmation by Sony of the mechanical damages but no word about failures due to Marshmallow update. They would change the phone at 338 Euro and would repair everything else on basis of obligingness.

Again mail to Sony with a complain and a request for a new estimate of cost.

So - now the best - I got a message back with the information, that the phone was bent and my reported failures has been caused by this and a defect mainboard.

Even the complaint department reduced all failures to a slivered backcover and a bent phone.

Long story short - Sony never said a single word about the issues based on the update to Marshmallow and denied repair on waranty. They denied any responsibility and found the cause to all damages in the broken backcover and a bent phone.

Strange - me and my brother's wife compared our phones and did not recognize a bent when the phones were laid on each other.

Photos of the damage came long after the mail without any exif information. Two different results of the inspection of the phone.

Honestly - can I trust a company and its repair service on this strange reactions?

Can I do something else to get my phone repaired or is all hope lost? Has anybody experienced similar situations? Can anybody help me?

topic Z3 failing update to Marshmallow and bad experience with waranty repair (complain) in Z Series

Z3 failing update to Marshmallow and bad experience with waranty repair (complain)