Gap issue with Z2 SCREEN

[Chiggy]

I bought a new Xperia X2 Dec 15th, 2014 in Canada as a returning Xperia customer.  (I have a Z) I love the phone.  However on my first time using it by a pool (not underwater) it got wet.  I always take the precaution of closing all the doors, as I did prevously with my Z.  However the next day the screen started to act funny and not accept inputs in the lower quadrants.  this is unacceptable, and makes the phone useless.  I looked at the forums, and noted that others have the same issue.  here is what I did.

I called Sony Support and Spoke with Joel.  I explained everything to him - he gave me a service number and I sent my Z2 in for service.  They returned it 10 days later with a form stating 'UNABLE TO REPAIR'.  They state the reason for rejection as Water Ingress - outside of warranty.  I had explained all this initially.  So I called back and spoke with Darlene.  She is a supervisor.  She took my information again (there does not seem to be a transfer of knowledge) and she agreed to call me back once she got some more information on Jan 12, 2015.  She did not call back - so I called on Jan 13 and spoke with Ali, then after 45 mins I was transfered to Gerry - another supervisor.  Gerry told me that they cannot fix my Z2 beause they did a waterproof/vacuum test and apparantly it passed. 

Now if you look at the top right hand corner of my phone, one the front, there is a GAP between the glass and the frame.  You can see a clip inside.  My point is that this is pretty obvious as to where the water is coming in.  FRUSTRATING and this if left unresolved will cause Sony to lose a repeat customer.  SONY IF YOU ARE LISTENING - YOU NEED TO FIX THIS PHONE UNDER WARRANTY.  PLEASE SEE THE ATTACHED PICTURE AND TELL ME WHERE THE WATER IS COMING IN.

[Jake-SonyXperia]

Hi Chiggy,

Welcome to the community! Since you're new please be sure that you have checked out our Discussion guidelines.

if the device was sent through to a service agent a vacuum test would have been performed, if this device past this test it indicates that there is no manufacturing defect found.

I can only advise that you contact the Customer Care team again, they are the only location who can provide further information regarding said test.

I apologize for the inconvenience this may cause.

[Thommo]

Depending on where you are in the world if you have the same or similar laws as here in the UK then I'd ask for a deadlock letter which would give you by law the ability to have it tested by a 3rd party and if it fails a vacuum test then you would have a case to have it repaired under warranty without anyone telling you otherwise as you have gone through the correct channels and procedure and even given Sony the chance to rectify the issue but as said this depends on your country's laws

[Chiggy]

Thommo,

thanks for the advice.  I am in Canada, and the repair center is literally 5kms from my office.  But I cannot go there, as it is secure.  I will see if this law exists in Canada, and whether or not I can get 3rd party verification.  It is sad...I am back using my 2 year old BlackBerry....

[Chiggy]

Jake,

thanks for the response.  I understand that customer service needs to have policies, however my interface with Sony Support, although professional was not satisfactory.  This is a $500 phone, that I paid for, and as it is barely 1 month old, you can imagine how frustrating it is for it to be not working.  I am careful, close all the doors, and don't use the product outside of it's stated capability.  The very reason I bought my first Xperia Z was because of the water resistant capabiltiies.  I was a great phone.  So I upgraded to the Z2. 

I am in a holding pattern with Sony Support, waiting for a manager to call me.  I am not sure how long this will take.  In the interim, I am using a competitors phone.  I am sad about this.

[Chiggy]

update on my dealings with Sony Support. 

While they are professional the answer from the 5th person I have spoken to, Herly is no warranty fix and no other options.  They have stated that this is my problem, however I totally disagree.  The product is clearly not finished properly and water is getting in a the top. 

I need help with my Z2!!!  Apple where are you?

[Chiggy]

SONY Support - I am still requesting that SONY support fix my phone.  It is frustrating that they are treating me like I have abused the phone.  I would not pay $600 for a phone only to abuse it and wreck it.  I am very careful with it - my issue is the GAP in the glass is causing water ingress.  HELP!!!  My brand new Z2 is useless.

[Chiggy]

I am DONE with SONY.  No recognition of their phone defect.  No responsibility for their build quality.  No help in support.  No offer of repair.  No options except - 'please buy another phone'.  Well, I will buy another phone.  But never again a SONY. 

Bye SONY - it is no wonder you are losing your market - because you do not support your customers.