As far I can remember I love Sony products from more than 30 years ago. I went as far as making Sony labels and stick them on other products, accessories and even furnitures. I continue trusting the products including large LED TV, bluetooth headphones, speakers and including owning my first Sony Z phone from 3 years without any issues. I upgraded to the Z5 in November, 2015 and started having issues with the phone about just over a month ago in August, 2016 and within the one warranty issue. By posting this, I hope to receive Sony's senior team's attention and help in anyway.
In a nutshell, I reported the Z5 red LED indicator to Xperia support after I tested the phone in a lake with a Sony floating strap while lying down paddle boarding to make sure the floater strap works in early August, 2016. The strap was able to hold the phone no problem. However, the phone stopped working and the LED turn red.
As soon as I return from the outing, I called Xperia support and an RMA was issued to me to ship the unit to a local Sony repair centre in the Greater Toronto Area in Canada. The unit was shipped using the provided shipping lable and the unit was shipped inside protected wrapps and other layers. The unit was like new condition with screen protector and sratch free back. BTW, I have always put the phone in a case while using.
About 3 weeks later, after I called support for the repair status, the unit was shipped back to me with a simple note indicating that unfortunately returned without repair because red LED indicator. Surprisingly, as soon as I took unit out of the shipping box I noticed the back panel was cracked badly, it was like the bottom was hammered! My wife was next to me when I opened the box. I immeidately called xPeria support and reported the two issues. Support indicated that they will look into case and will get back to me. They never did get back to me. I kept following up every few days for status and escalated and finally receive an email that the case has been escalated. I called a few times and support indicated they will contact the repair centre to investigate.
This morning, Sept 13, 2016, I called again and the agent indicated that they finally recieved some pictures from the repair centre that it was received cracked. However, this serious crack was not documented in the paper that was returned to me with the unreqpair unit. The agent indicated that she will email me the pictures. I have not recieved it. Furthermore, what does the image prove? The crack was not documented in the returned package. I don't recall I took pictures of the unit before shipping.
My original Sony xPeria Z had no water damage issues. I washed it in the sink. Swim with it and had no issues. The Z5 was holding well in wet condition for about 10 months until the above described incident happened.
BTW, I did not try if the unrepaired returned unit was working or not because I was focused in reporting the problem. The next day, when I turned the unit on and charging it, it was actually working! So my request to Sony in the last support calls was to focus on resolving the returned cracked real panel issue.
By posting this in the forum, I hope Sony representatatives will step in and help with this case. Experience with Sony standard xPeria support has been disappointing and I am not confident the issue will be resolved through that route. I apprecaite fellow users who may have similar experiences share it in this forum as well.
