topic Re: Xperia Z2 Sim Card Issues in Z Series

Xperia Z2 Sim Card Issues

Djayyy — Sun, 31 Aug 2014 18:03:31 GMT

Since I installed the last update people have been saying how poor the call quality is at their end.

To test it was the phone and not the network I put my sim in my iPhone 5s and used that for a week and had no complaints.

I ran the repair utility and then put my sim back in the Xperia Z2 to test it out. Upon inserting the Sim, the phone restarts but never detects that there is a sim in the handset. If i remove it, it says sim removed, restarting etc but never detects that the sim is in the phone.

The Sim is fine as it is back in theiPhone 5s and working. I had to use an adapter for the sim and i'm starting to think it may have damaged the inside of the sim tray.

Any one had any similar problems?

Re: Xperia Z2 Sim Card Issues

Djayyy — Thu, 04 Sep 2014 13:14:17 GMT

Sent the Xperia Z2 in for Repair. I sent it via Royal Mail Special Delivery and have so far heard nothing regarding the handset. How long do they typically take to even register that they have received the device?

Re: Xperia Z2 Sim Card Issues

Sam — Fri, 05 Sep 2014 03:27:01 GMT

You would be best to speak with your local Xperia Care team to confirm this sorry.

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Re: Xperia Z2 Sim Card Issues

Djayyy — Tue, 16 Sep 2014 12:44:46 GMT

Quick update. I logged the issue with the Sony Service Centre and sent the device in for repair. The handset has now been fixed apparently however when filling in my address info I missed off the house number.

The Service Centre sent out the phone and it was returned to the repair center by Royal Mail saying that they could not deliver it due to an incorrect address. This was on the 9th September. I contacted sony on the 9th and apologised and gave the full correct address.

It's now a week later and I have contacted the My Support chat line on a number of occassions and they have said they have now escalated this issue again to find out where the handset is!

The escalation is, they send an email to the Service Centre and request where the handset is. This can take apparently 3-5 days to get a response.

So I am now looking at 22nd September before I can chase this up again and possibly get an update.

This has not been a smooth end user experience int he slightest. I realise I failed to give the house number however a week has passed and they have no idea where the phone is!

Re: Xperia Z2 Sim Card Issues

locdawgg — Tue, 16 Sep 2014 17:38:09 GMT

WOW i am having the same exact issue. Sim card works fine in my iphone but when i switch it back to the Z2, it does not read the sim card.

Re: Xperia Z2 Sim Card Issues

09irwino — Tue, 16 Sep 2014 18:57:33 GMT

Me too ugh

Re: Xperia Z2 Sim Card Issues

malt1977 — Tue, 16 Sep 2014 21:10:08 GMT

Could it be possible that the update has locked it to a different nextwork? It just sounds a lot like it could be.

Re: Xperia Z2 Sim Card Issues

Djayyy — Wed, 17 Sep 2014 09:29:56 GMT

I guess its a possibility. However it's apparently fixed so will let you know if I ever get it back. Currently having to use an iPhone in the meantime and it really isn't in the same league as far as devices go.

However the aftercare from Apple is on a whole new level, I am currently looking at 3 weeks wait before I can expect a reply as to where my device is.

Re: Xperia Z2 Sim Card Issues

Djayyy — Fri, 19 Sep 2014 13:05:03 GMT

Just tried to get another update, was told it had been escalated and that I need to wait for a response again, could be 3-5 days.

I asked what was a reasonable time to wait and they didn't know. I have given up hope on getting this back. Sony support is terrible, really put me off purchasing another Sony device. I love the Z2 but god help you if it needs repairing.

Re: Xperia Z2 Sim Card Issues

Fishdy025 — Sat, 20 Sep 2014 08:45:23 GMT

This is strange apparently I missed the number off my address when I sent the phone to them too. It wassent back to me on 6th Sept and failed in the same way. I eeventually recieved it this morning but since the 10th Sony have been unable to trace the parcel and have also failed several attempts to call me or even keep me updated! Guess we all made the mistake of missing our house numbers off around that time!!

Re: Xperia Z2 Sim Card Issues

Fishdy025 — Sat, 20 Sep 2014 08:50:06 GMT

I agree the service Sony have provided with my Z2 is a real poor effort. After waiting to get my phone back the software had been updated, test call made and quality control passed. The one thing they didn't do was read my description of the original fault. Loose magnetic charging port is not gonna get fixed with a software update.

Re: Xperia Z2 Sim Card Issues

Djayyy — Sun, 21 Sep 2014 08:24:57 GMT

Hi, that is really interesting as to be honest I can't believe that I actually did miss off the house number. My main concern is I still haven't received it back. They still can't give me an update so I am just waiting in Limbo.

Funny thing is I have just recevied an email asking me to take a survey on how I feel my repair has been handled! I'll have a field day with that.

Re: Xperia Z2 Sim Card Issues

Djayyy — Mon, 22 Sep 2014 10:38:17 GMT

My latest chat with Sony Support. Seriously, please think twice about buying a Sonyproduct, the support is Woeful.
11:09:57] Amy: Thank you for providing me with this information, with regards to the query you posted are you wishing for a repair status update?
[11:10:58] David James: well, this has been escalated and I was told to wait 3-5 days for a reply from escalations. I have waited well over 5 days and have heard nothing
[11:11:36] Amy: I'm sorry to hear of this, please bear with me just a moment while I look into this for you.
[11:17:49] Amy: I'm sorry to keep you waiting David, the escalations department are currently awaiting/have requested tracking details for you and are awaiting these from the repair centre. However as soon as they have this information I can assure you that they will be in touch with you.
[11:19:12] David James: I was told that this would happen in 3-5 days. I have now been waiting a very long time.
[11:19:51] David James: No one has been in touch, and all you keep saying is the escalations team are currently waiting for a response. This is not acceptable
[11:20:26] David James: How long am I expected to wait?
[11:20:54] Amy: I do apologise for any inconvenience caused, we advise the average turnaround for escalations is 3-5 working days, and in order to assist you further the escalations department have been chasing this up for you in order to obtain details. Sadly they are currently awaiting these details - but once they have these details they will be in touch with you as soon as possible. They have been chasing this up regularly for these details.
[11:21:50] David James: yes and like me they are getting nowhere. What is an acceptable time for me to wait. I have waited much longer than 3-5 days. What is the next steps
[11:22:31] Amy: I wouldn't be able to advise when you will be contacted regarding this but we advise that as soon as there is any information you will be contacted regarding this, this will be as soon as they have this information.
[11:23:09] David James: how long does it take for Sony to get an answer from their repair centre?
[11:23:55] David James: When will someone try and contact the repair centre by phone
[11:25:02] Amy: This is done internally so we can't advise on any timeframes. I am sorry you have not been contacted regarding this as of yet but I wouldn't be able to advise anything further at this stage short of what I have already stated - once they have this information they will be in touch with you. This was chased up Friday (the repair centre are closed of a weekend) and has now also been chased up today. All I can advise David is that once there is this information for you, you will be contacted.
[11:26:20] David James: this was also chased up on Wednesday 10th, Friday 12th, Monday 15th Friday 19th and now today. Each time I get the same response. We are awaiting a reply.
[11:26:35] David James: look through all the chat history
[11:27:05] David James: Can I contact the repair centre directly
[11:28:46] Amy: We do not have any information for you at this stage despite having this chased up but the escalations department are trying to obtain this for you. No, the repair centre aren't customer facing - they can only be contacted internally by internal departments so this is why the escalations department have been contacting them on your behalf, if you were to speak to the repair centre they wouldn't be able to advise you further in regards to this I'm afraid.
[11:29:30] David James: This is unacceptable and I would like to speak to someone more senior
[11:31:11] Amy: I am sorry that you feel that way, a manager would only be able to reinterate what I have been saying myself but I can arrange for a manager to call you as soon as they are available, what would be the best contact number to reach you on?
[11:31:27] David James: (Phone Number Removed)
[11:31:57] Amy: Thank you. I can't guarantee a time sadly but I will request that a manager contact you as soon as they are available. I'm sorry I haven't been able to help you further currently but is there anything else I can help you with at the moment?
[11:32:56] David James: No, please feedback that the support that Sony are offering customers is rubbish. they need to take a leaf out of Apples book.
[11:33:24] David James: I have contacted the Sony support on about 10 occassions and no one has been able to resolve 1 thing, it truly is disgusting
[11:33:35] Amy: I can certainly pass on your comments regarding this. Thank you for using the Sony Xperia Chat Support today. Have a nice day.

Re: Xperia Z2 Sim Card Issues

malt1977 — Tue, 23 Sep 2014 22:26:37 GMT

That is bad, the least they could do is offer you a replacement at this point.

Re: Xperia Z2 Sim Card Issues

Djayyy — Wed, 24 Sep 2014 13:08:12 GMT

I know, I am so annoyed right now. Just went back on the My Support to request another update. See the latest installment.

You have now been connected to an agent.
Scott: Hi david, thank you for contacting Sony Xperia UK Chat Support. My name is Scott, please could I take your full name and email address?
David James: David James
Scott: Thank you for providing me with this information, Please could you confirm which model of phone you have and which network it is on?
David James: Xperia z2 - vodafone
Scott: Thank you, how can I help you today?
David James: Can you please tell me the status of the following
Order number: 1-1680854782
Scott: I will need to look into this for you. Do you mind holding for a few moments?
David James: no problem
Scott: Thanks
Scott: JW094328146GB
Scott: Here id your Royal Mail tracking Reference.
Scott: It looks as though it is going to be sent out to you soon.
David James:

Status: Returned to sender

We were unable to deliver item JW094328146GB on the 2014-09-09 as it was not possible to identify the delivery address. We returned the item to sender on the 2014-09-09.

David James: That was 15 days ago
Scott: I will need to escalate this in order for this to be investigated further. Please could I take a telephone number for you to be contacted on?
Scott: And your correct address please.
David James: This has all been given to you in previous chat logs. It has been escalated 3 times now, I have also been told that a manager will contact me. However no one has. I gave you the correct address 15 days ago
David James: Read the additional chat logs that have been attached to my account
Scott: I am sorry about this, I will look for an update now.
Scott: I will need to look into this for you. Do you mind holding for a few moments?
David James: Thankyou
Scott: Thanks
Scott: I am sorry but we will send out another request today as we have had no response.
David James: That is the standard answer the Support team keep giving me. I was told this was escalated and they had 3-5 days to respond. That started on the 12th September. Nothing happened
Scott: I am sorry but we have had no response from our repair center.
David James: Emailing them again will not work. Please send me a new phone
Scott: Unfortunately we would not be able to do this.
David James: what can you do?
Scott: We need a response from our repair center and once we get this we can get your handset sent out to you.
Scott: I have requested our Escalations department to contact our repair center again.
David James: they are not replying and havent done in 2 weeks
David James: This does not work
David James: The process is failing, and as a customer Sony is failing me
Scott: i am sorry you feel this way
David James: Do you not see that Sony is failing me as a customer?
Scott: I understand it has not been the best service.
David James: The repair centre has had my phone for 23 days. They have failed to contact you to say where my phone is. This has been escalated approximately 4-5 times. You say you need to wait for a response. They DO NOT RESPOND
David James: The process is failing
Scott: I do apologise for this.
David James: Its no good escalating to a team that do not respond
David James: How long am I as a customer of SONY expected to wait?
Scott: This is going to be dealt with as quick as possible.
David James: All of the 'My Support' operatives have said this, they escalate it, they get no response
David James: I have asked to speak to a manager, no one has called me
Scott: Unfortunately there is nothing further I can do, our escalations department are going to chase this again for you.
David James: Apparently you can't call the service centre only email.
David James: It does not work
David James: When should I contact you again to be told the same?
Scott: I would suggest contacting us again Friday if you hear nothing
David James: And what then, you will escalate it?
Scott: You should hear something by then.
David James: Can you not understand, I won't hear anything
David James: This is so bad.
Scott: We should have a response by then.
David James: What makes you think that?
Scott: As an email has been sent to our repair center whilst we have been speaking.
David James: Yes but Scott, several emails have been sent to the repair center. They do not respond!
David James: It has been escalated 4-5 times already!
Scott: I am sorry about this.
David James: Have you looked at all the previous chat history, that shows all the escalations from various 'My Supprt' operatives?
David James: This device cost me Approximately £600
Scott: I understand that David, we have sent information to our repair center requesting the information and this should be responded to at the latest Friday.
David James: It won't, it hasn't been responded to before.
David James: Ok, tell me. What will happen if they fail to respond again by Friday? What will you do, send them another email?
David James: That is all you can do, this needs to go higher. Higher than escalations
Scott: There is no higher than Escalations, if you call us on 03705 237 237 and nothing has been done on Friday then request a call back from a amanager.
David James: What is that number? That's just the My Support line again isnt it
Scott: This is our technical support line but they will be able to request a manager to call you.
David James: I have already done this. No one called me back

Re: Xperia Z2 Sim Card Issues

Djayyy — Thu, 25 Sep 2014 17:51:54 GMT

As expected. I was promised a call back from a manager today and it never came. Any advice on what I can do next?

Re: Xperia Z2 Sim Card Issues

malt1977 — Thu, 25 Sep 2014 18:01:23 GMT

Citizens Advice Bureau seems to be the only real option you have left, and maybe trading standards.

How long has it been away in total? Did you have to sign anything that stated how long it would take?

Re: Xperia Z2 Sim Card Issues

Djayyy — Thu, 25 Sep 2014 18:06:39 GMT

It has been 25 days now I think in total.

Re: Xperia Z2 Sim Card Issues

malt1977 — Thu, 25 Sep 2014 18:10:09 GMT

I only ask as we say that handsets can be away for up to 8 weeks. I work for a local provider in Jersey and we have to send the customers handset to the mainland for A-Novo to fix it, sometimes it gets held up in customs, but that's not an issue you'd have.

Either way, by now I'd have given you a replacement handset had you been one of my customers.

Re: Xperia Z2 Sim Card Issues

Djayyy — Sun, 28 Sep 2014 08:25:40 GMT

So I phoned the support again on Friday, spoke to a really apologetic guy on the phone. I explained I wasnt having a go at him personally just the company and how this case has been treated. He promised a call back from a manager and to make sure he kept upto date on the situation he said he would call me at 5pm on Friday to see if I did get a call from a manager or not.

I never recevied a call from a manager and I never received a call from him either at 5pm.

I am going to leave this now as my time alone chasing this round has probably outweighed the worth of the handset. They can keep it, if it does get returned it will be sold, very cheaply.

I follow Sony on Facebook and Twitter and will now spend my time more proactively by warning other consumers of the danger of buying products from this company.

Don't get me wrong the devices themselves are superb but the aftercare is atrocious.

It's a crime that they actually use the word 'care' as clearly no one does.

Thanks for the replies and suggestions. If I do get any other news on this I will be sure to let you know. However I feel that this case will just sit with escalations for evermore.