Really disapointed with Spanish Sony Support

[Justito]

Hi all, I hope none elsehad a similar issue as I had with Sony Support.

But it really talk badly about Sony Cares of their users.

One weeknd I saw that my Z3 had a crack at the back case, not sure how it could happened, that weekend I was at home Ill. But anyway,I sent the device to Sony Support to be sure my phone will be keep be water proof.

I had to pay, not suprise as back case can easy brake. But after I get back my phone and I update to Lollipop, my phone didn't work right anymore, Half top of the screen didn't have touch.

So I decide to sent it back this was 20 of April. 

8th of May they send to me an email saying I need to pay 162 euros for repair.

They was the only ones to open the device, my phone was working 100% when I sent first time, I just wanted a brand new back case, but now I have a unusable phone after I sent to Sony.

And they want me to pay!! I can't understand how they can do this kind of thing to their costumers. How the **bleep** I can brake the touch screen??? Front crystal was perfect, it's something internal! Nothing I can do. They was the only ones to touch the phone.

They took 2 weeks and half to replyand they ask to me for money?

What's wrong with Sony?

How I can talk with someone to help to me? I can't pay 300 eruos for repair my back case!!!!!!

[Uliwooly]

I'm sorry to hear that but this is a user based forum, you have to contact your local Xperia care.

[Justito]

Thank for your words.

I did it, they don't care, they just want to still my money.

[Uliwooly]

@Justito

Perhaps @Rickard

Could comment on this. 

[halogenic_sky]

So a crack in the rear casing and an attempted fix lead to a defective touchscreen, which only came to light when upgrading from kitkat to lollipop? Have you tried rolling back just out of curiosity, as I'd always believed that software and hardware issues were, in the main, entirely separate? Sony's position does seem a bit ridiculous though. If they've opened up the handset for an out of warranty fix, how did it ever find it's way back to the customer without the separate issues being discussed? Either the issues didn't exist or they didn't check the phone properly before or after the attempted repair. Either way, it's very difficult to establish consumer fault here, surely?

[Rickard]

Sorry to hear about your phone

As warranty and service is handled at a local level by your local support team i'm afraid i can't see the reason for why it's not covered by the warranty. I recommend that you contact your local support team to check this.

But from what i can see here, the cost quote you got is for replacement of the phones display so it seems there's damage to the display and not the internal components.