topic Re: Warranty in Z Series

Warranty

Robertstr18 — Wed, 18 Jan 2017 20:26:25 GMT

Hi! My Xperia Z5 premium after 8 months just turned itself off and there is absolutely no respond from device. Ive sent it to sony moblile centre in Kent and they are saying device is beyond economical repair. What does it means?it just turned itself off. No external damage, not even one small scratch! Now they want me to pay 300GBP! it still has got 1 year of warranty...i dont understand. Any ideas?

Cheers

Rob

Re: Warranty

FrknEgeOztrk — Wed, 18 Jan 2017 22:25:28 GMT

It means its out of warranty. But why? Didnt they say anything about damaged area? Mainboard or flash area etc. And it should be on warranty if there isnt any firmware or hardware based intervention.

Re: Warranty

Robertstr18 — Wed, 18 Jan 2017 22:35:05 GMT

No. I Didint get any information from them about whats wrong with the phone. Just this. Theyve offered me another device for 300GBP. This is riddiculous. If i knew thats gonna happen i would neve bought anything from Sony. No info whats wrong and no idea what to do now. Im waiting for device to come back to me. Even for that i had to pay. Drama.

Re: Warranty

Uliwooly — Wed, 18 Jan 2017 22:40:47 GMT

@Robertstr18

You can ask about the damage, there are myriad reasons as to why the phone stopped working.

Re: Warranty

FrknEgeOztrk — Wed, 18 Jan 2017 22:42:37 GMT

I think you should ask for information. If they dont give info, they cant claim money. You can write a email to sonymobile hq for help. Cuz thats really bulls###. You will pay for what? For NO INFO ? That would be interesting..

Re: Warranty

CameronT — Wed, 18 Jan 2017 23:26:48 GMT

Hi @Robertstr18,

Welcome to the community.

I can see that you have asked the UK team why it was declined warranty today. Please give the team a reasonable amount of time to respond to your email.

Some things that would generally cause your warranty to be declined are physical damage (cracked, bent etc), water damage outside the waterproof rating of the handset, tampering (being opened by a third party or having the bootloader unlocked) and being from another region. These will vary by country but in most cases apply.

Do you believe any of those things apply to your handset?

Re: Warranty

Robertstr18 — Thu, 19 Jan 2017 07:42:14 GMT

Ive sent two emails with questions about phone but no answer yet. Phone is on its way back to me.

Device is in perfect condition. Ive got genuine glass protection for ther front screen aswell asin the back off the phone, it was all the time in rubber cover. I doesnt have even a scratch so its not been damaged by my. Like i said, battery was on 70%,after phone turned itself off battery went extremely hot. After that....its dead.

Re: Warranty

CameronT — Thu, 19 Jan 2017 23:23:38 GMT

@Robertstr18,

I have looked into this for you. The reason the warranty was declined is because your device is bent. The bend in the device could lead to all the issues you have described here, especially if the battery is bent too.

A bent device is classed as physical damage and as such is not covered by the conditions of warranty. The cost to repair a bent phone exceeds the cost of a new phone so this is going to be returned to you unrepaired.

I apologise for the inconvenience this has caused you.