The support is awful

[Singo548]

I sent my device in for waranty because the glue holding the glass of the front screen on (the back glue also died...) and I was denied warantie because my back glass was shattered (because the glue died and I tried to fix it...) and they said they could'nd fix it because they cant fix devices without fixing EVERYTHING.

So now they want me to pay ~170 Euros to fix the front screen (not even mentioning the back glass in the cost) for repairing something under the waranty.

Can anyone give me some useful tips?

Ps.: Anyone reading this: Don't buy anything from Sony. This is the last device I will buy from them in my lifetime and I will recommend everyone that will ever ask me to not buy anything from Sony.

I apologise if my english is bad, I'm not an native english speaker

[tinong9]

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@Singo548 wrote:

I sent my device in for waranty because the glue holding the glass of the front screen on (the back glue also died...) and I was denied warantie because my back glass was shattered (because the glue died and I tried to fix it...) and they said they could'nd fix it because they cant fix devices without fixing EVERYTHING.

So now they want me to pay ~170 Euros to fix the front screen (not even mentioning the back glass in the cost) for repairing something under the waranty.

Can anyone give me some useful tips?

Ps.: Anyone reading this: Don't buy anything from Sony. This is the last device I will buy from them in my lifetime and I will recommend everyone that will ever ask me to not buy anything from Sony.

I apologise if my english is bad, I'm not an native english speaker

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Under warranty and they ask you to pay? I thought replacement is free if under warranty. Unless they changed the law?

What country are you from?

Cheers

[Kekeface]

Dude you broke your screen while trying to fix glue. Are you stupid? 

Read the terms of the warranty. 

If you interfere with the device in any way trying to fix anything or send it to an unofficial "shop" to "fix" it you INVALIDATE YOUR WARRANTY. 

So to sum up, 

1 the glue broke 

2 instead of claiming warranty repair/replacement you opened YouTube and tried DIY solution 

3 it failed miserably and you cracked your screen more

4 Sony obviously can tell that you fiddled with your phone 

5 Sony refuses to repair it for free WITHIN THEIR LEGAL RIGHTS AS YOU "BROKE YOUR WARRANTY"

[Singo548]

Nope, what you wrote wasnt what happened. The glue from the glass back died and I figured out if it really did die and it fractured in the process. My bad, I messed up.

But also the glue from the front screen died and I did not do anything about it. I sent it in and they said they couldnt fix it because the back is cracked.

[Uliwooly]

Singo548

I understand your frustration BUT you void the warranty by trying to repair it yourself. There's NO need for you to insult or antagonize other users nor use profanity on the forum. 

http://support.sonymobile.com/global-en/xperiaz3/supportDocumentation/

5.  This warranty does not cover Product failures caused by installations,

modifications, or repair, or opening of the Product performed by a person not

authorized by Sony

[Singo548]

Look, I know I wasn't very nice. I was a bit on edge when I wrote it. I appologize if anyone is offended. My bad, I'm sorry.

But I don't understand how it is okay for Sony to say that they don't want to repair a waranty issue because something completely undconnected to that issue is damaged. 

For me it seems similar to bringing your car to the shop because your gearbox broke and they don't want to repair it because the windscreen is cracked.

[leec110]

Sounds exactly the same as my experience.

Front screen was lifting so sent to Sony for warranty repair but then received a quote to repair because they found a small hairline crack on the back glass.

They will not ignore any other damage as they will only return a fully working, blemish free phone.

Although I didn't want to pay for repair that should be done under warranty, I could easily claimed they had damaged the phone themselves whch is the reason they fix everything that they find wrong.

I have objected to them taking 6 weeks to repair the phone and not updating me on progress though. I have phoned up at least once a week to find out why I haven't received it back but am now being told there is a shortage of spares and I will hear from management as I;ve escalated the case.

To sum up their support IS awful

[LavotPuc]

Hi,

Sorry to hear that mate.

I had a similar experience with Sony Xperia Z3 compact. I have been on phone at least 6 times with them, I have sent a dozen of email, complaining on their facebook page and twitter account but I didn't get any positive resolution.

They also required me to pay a huge amount (~300€) to get my phone fixed, it's been 8 months.

I would recommend to go for an other brand, Sony has been the worst experience I got with a mobile phone so far.