Warranty Microphone issue told I need new screen! How

[Aimee777-]

Sent my Sony x compact back to Sony as micophone stopped working after them having it for 10 days I get a quote for £113 saying it needed a new screen? The screen was in perfect condition and working fine, how is the faulty microphone linked to a new screen? 

[Lord_viridis]

Contact them back and ask why?

Unfortunately there's no way we can tell what's going on with individual repair jobs.

[Jonas]

Hi @Aimee777-, welcome to our forum!

This is very hard for me to answer as we do not handle service cases here on our Global user based forum just as @Viridis mentioned. I would also recommend that you get in touch with your Local support team and they will able to provide you with more information about the quotation that you have received and any other inquires that you may have regarding your service order.

I hope that helps!

[Aimee777-]

I can not believe how bad my experience with Sony warranty has been it's left me speechless.

I sent my 18 month old well looked after phone in to be repaired under warranty due to faulty microphone, but am being told pay £113 because screen has a very small chip on the top edge of the phones screen!

1- I don't remember seeing this chip when I sent it in, I took rubber case of and tempered glass protector then check phone over all I see was a rouge edge on parts of very outer screen but no chips.

2 - the screen is working fine having no issues at all.

3- They are telling me they will not repair just the microphone and send back they have to repair all issues and because a screen is not covered by warranty so oay £113 to repair that then they will repair microphone, or pay £23.45 to get my phone back unrepaired!

If the screen was faulty I could see why it would need to be replaced but this is total madness the screen didn't have one scratch on it just minamal wear and tear on the very out edge of the screen but at 18 months old you will have to expect this.

[Jonas]

Hi again @Aimee777-, thanks you for the update.

In the region where I'm situated (The Nordics) all out of warranty faults on the device has to be repaired, before they can take a look at in warranty repairs, in your case the microphone. This is because they will not be able to send back a device that is not fully repaired since the warranty is still valid, and if it was no longer valid, the service centres provides a warranty for the repair.

It's really hard as @Viridis to comment on service cases though, as they are handled at a local level and service routines may vary between markets. I would recommend that you get in touch with your Local support team again and ask them how you can proceed with filing a complaint.

[Aimee777-]

Hi

I have tried talking to them but they are standing firm, repair screen and microphone for £113 or pay £23 to get phone back with an extra chip on edge of screen!

Would you say a small chip on edge of screen that effects nothing at all is a fault that needs to be repaired? 

[Lord_viridis]

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@Aimee777- wrote:

Hi

I have tried talking to them but they are standing firm, repair screen and microphone for £113 or pay £23 to get phone back with an extra chip on edge of screen!

Would you say a small chip on edge of screen that effects nothing at all is a fault that needs to be repaired? 

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If I was a repair technician, that has to sign off a device as "repaired" where my work was guaranteed from defect making the phone as a whole a "repaired device"?

Yes.

Unfortunately that's the responsibility that technicians have on devices like this, any damage or defects must be repaired, not just one or two, for very good reasons.

[Aimee777-]

[Aimee777-]

Bearing in mind it's a 18 month old phone is the damage shown above really classed as a fault , I do feel they are being very awkward and not being very understanding, told them all I want fix is the microphone that small mark won't cause any problems with the operation of the phone at all.

[Jonas]

Hi @Aimee777-, sorry for the late reply.

I understand your situation, but I'm afraid that there is nothing else I can do from my end as the service routines are set routines. For the warranty to continue to be valid, all defects needs to be resolved by the authorized service centre.

If you don't agree with the decision taken by the service centre, you can file a complaint with the Local Support team or take it to a higher instance by contacting a consume adviser.