To start off, I would like to say that I have been purchasing sony and previous sony xperia and sony ericssion products in the past. 2 televisions, a cam corder, smartphones, dslr's and accessories. Even my best friend of 18 years is a loyal sony employee out of head offices in Toronto. Yet i still can not believe I am having so much difficulties when it comes to feedback from the technical support services of Sony Xperia and my Xperia ZL. Near late October 2013, I had claimed a problem with my Xperia ZL which i believed to be a manufacturer's problem. My simcard was not being read. I had called in and the representative filed an RMA and had me send my phone away for repair. The repair centre in which they had me send my phone, was the wrong one. I got my phone back 2 weeks later. So obviously I call back, i am apologized to, bygones are bygones and the soothing words of "it is being escalated" were sung to my ears. I was told I would get a call back. Another week passes. No phone call and I had deja vu, I was told the same thing as the previous call, on this phone call back. I begged them to take down both my home phone and cell phone, plus email me as soon as they can figure out where I am supposed to send my phone for repair! Being the patient person I am, I gave them another week from the last phone call. It was around December 26/27, the last time I called into Xperia Support. I explained my situation as I have "Xplained" above. I was transferred to a manager, where then he told me he would personally take my case to the supervisor or whatever, in charge of escalating the process, and that he would call me back within 2 hours. That phone call was not made. Also let me say that the manager I spoke to, couldn't stop emphasizing the fact that he would literally run over to the person in charge of my case and have him/her get back to me about my case IMMEDIATELY. The phone call was not received by me, that day... I have not received any type of response since. It is now January, 3, 2014. I have wasted money and time. If the Xperia support team had got back to me, by now I may have had my phone back. Since my case has not yet been attended to or whatever the problem is, and they decide to get back to me I will then have to wait another 4-6 weeks (as per estimated time given by Xperia) To get my phone back! I have a limited time on my warranty, seems like the customer is the only one to worry about that? Did I mention, I even went out and bought a phone to use? Back around the third phone call ...It was an Xperia Z. Well thats my story, Im going to make another phone call today. I never thought this would have happened, or even played out like this. its a shame. Thats my story. Im disappointed.
