I'm looking for some advice how to proceed and to get a bit off my chest.
On January 12th 2018, I went on to chat (USA) to see what could be done about my X Compact suddenly dropping signal, no longer being able to connect to any computer via usb and tap to wake freezing the phone. Chat had me try to perform a software repair. Unfortunately, the device could not be detected in any way shape or form via USB and it was unsuccessful. The phone is under warranty, so they open up an RMA and tell me I'll get a label and to send it to the repair centre in Mississauga as I am in Canada right now. They said it was no issue that the phone was from the USA and had USA warranty.
I receive an email with the RMA instructions. It tells me to buy my own label. Whatever. No big deal. Probably me misunderstanding. I ship the phone tracked and insured the same day (12th).
I get a phone call on the 13th asking if I received a label. I say no. They said it's a problem because the repair depot will not accept my phone without a tracking number attached to it in their system. I give them mine and it's all good apparently. They also appologize for the mix up and tell me they'll refund my shipping money.
Parcel is received and signed for on the 19th.
On the 25th, I check in with support via chat to make sure that everything is good and I haven't missed a request for additional payment in case it's not covered. They tell me "In this case you device is in the repair center, it is in the repair process at the moment. It will be ready around the 8th of february."
The 8th comes and goes. No biggy. It's "around the 8th". I message chat again Feb 12th. I get this, "Thank you so much for waiting online, sir in this case you device is still in the repair process. So if you want once I have more infromation I can send you an email with it."
I never receive an email. So screw it, it's the 15th now. I'll try email instead to ask for an update on it's status. What follows is a 11 days of:
"it is necessary to escalate this case"
"I will communicate the response as soon as possible."
"we do apologize for the inconveniences and we will escalate your case"
"We will deeper analyze this case directly with the department in charge, as soon as we get information regarding this case we will let you know via email."
"In response to your request we will be aware of the repair process of your device and we will communicate any update to you."
I receive no updates or follow up communications. AT ALL!
Well now it's ridiculous. F this. Back to chat yesterday (March 9th, 56 days since shipment). Now I talk to someone who appears to actually care, but can't find any update on the status of my phone.
"I know Andrew, this has been a very bad situation, but I'm sure we are going to find the solution in the fastest way!"
"I'm going to take all the information about this issue and escalate with my supervisor, so I promess you give you an answer in the coming 24hrs."
I tell chat, "I expect Sony to send me a new phone now."
They say, "I would feel in the same way..."
Well guess what! NO EMAIL AGAIN! I contact chat today (Mar 10, 2018) and ask for the same person as before, but they're off for the weekend. The new person gives me the same old, "Sir, unfortunately I do not have updated information about your device status, right now I'll escalate this case with the corresponding department"
Are you kidding me! It's been 57 days since I've seen my phone. What am I supposed to do!? No knows a **bleep** thing about it. I'm mad. Sony isn't going to keep me as a customer like this for any of their products. This is BS. Give me a new phone or tell me to F off and I'll promptly take my business and story to a company that's useful.
Any advice on how I get some traction on this? I've kept every communication minus the phone call.
TLDR - Shipped Sony my phone for warranty repair 57 days ago. Now no one can tell me anything about it.
