Earlier this year, my husband and I got a pair of matching Xperia Z3 and Xperia Z3 Compact phones. I was very happy with my phone for a while and bragging about how it's way better than all the other models. A few months ago though, my Wi-Fi & Bluetooth stopped working. I had no idea that would be the start of a series of interactions with Sony that would turn me away from Sony after so many years of being a loyal customer.
The first thing I did was to call Sony support - nothing worked. A few weeks later, I woke up to a bricked phone. It simply would not turn on. I took it to the nearest Sony store for repair. Here's what happened afterwards:
Day 0: I turned in my phone and asked for a service unit. I was told they cannot give me a service unit until the assessment is complete.
Day 8: I called the Sony hotline to follow up. My phone had just been sent from the store to the service center. I was surprised that it took a week for them to deliver it, but there was nothing I could do.
Day 15: Sony support said the issue is fixed and they will deliver my phone to the store. They told me to wait for the store to contact me when it's ready for pickup.
Day 22: The store never called me so I called them back. It turned out my phone has already been delivered but nobody contacted me about it. The person who took my call found my phone and started testing it, but it would not turn on. He told me he'll have to send it back to the service center. I asked for a service unit and he said I could pick it up at the store.
Day 23: I dropped by to get the service unit. I went home and realized the size of the SIM card slot is different from the one on my Z3 compact, so I called to ask if they can give me a different phone. It was denied.
Day 25: I returned the service unit.
Day 34 (today): I was told that the main board needs to be replaced but they need to wait for a shipment, which will take almost a month. This would mean I would be without a phone for more than 2 months. If the main board is broken, I simply don't understand why Sony wouldn't just send a new phone right away. I am very close to giving up on Sony altogether. I don't want to but I have no choice. I feel like I've been giving excuses on behalf of Sony when I have to tell people that I don't have my phone, but I've run out of good things to say about Sony at this point.
