Xperia Support a repair FAIL!!!

[Mantis64]

I want to share with my experiance with Xperia support so far. 

My phone (Xperia Z) originally went wrong around November 2014.  It would not come out of standby.  I contacted support who oragnised the repair of my phone. 

When I got the phone back it appeared to be ok however the rear panel had not been stuck on properly.  I really didn’t want to send the phone back again as it was a major inconvenience the last time.  I persevered until around March the phone developed some other problems. 

Again I contacted support who arranged a repair.  Once I had it back there was a note to say that phones mainboard had been replaced.  After using the phone I noticed I was unable to get a reliable 4G signal which resulted in me missing a lot of calls.  So I switched the 4G off even though it worked fine before, I was able to get calls then. 

Recently I have been missing a lot of calls even when I turn the 4G off as my signal is so low.  When the phone is simply in my pocket I cannot get any calls.  I have tried a different sim cards from other networks and I get the same.  My wife has a HTC and her and my sim get perfect 4G in my house.  Additionally I noticed that the software on the phone was not quite right, for example in the app drawer there is usually a search icon so that you could search your apps, this was gone among other little odd things.   

I again contacted support and was advised to repair my software via the PC software, I really didn’t want to do this as it is so inconvenient to backup and reinstall everything.  A few weeks later I set aside some time to do this.  This seemed to resolve my software issues however my others issues with the reception remained.  Additionally now on some calls I receive an echo of my voice. 

I contacted support again and was offered another repair, I told the advisor that I did not want a repair in this instance since I have had the phone repaired twice and I am simply fed up with all the inconvenience.  They told me they would pass it to the escalations team. 

Scott from the escalations team contacted me on Monday 14th September and basically told me that you have a policy not to EVER replace phones.  I can understand that you need to try and repair before offering a replacement however I am shocked that in my circumstance you cannot make an exception.  Surely this is what an escalations team is for?

I do not think my request for a new handset is unreasonable given the fact that I have been inconvenienced three times now and really have lost faith in the handset and a repair.  Here are my main points. 

• I have sent for repair twice now
• You did not repair properly the first time and sent back with the back coming off
• The second repair was also not cone properly since the mainboard seems to have inherent faults
• I have had ongoing issues with this phone since the beginning
• I cannot get 4G
• My reception is so low I cannot receive calls when my phone is in my pocket
• Some calls now have an echo of my voice
• My app drawer search icon has gone missing again. So there may be other software problems
• I was given back a faulty phone and do not think it unreasonable now to ask for a replacement.

I am appalled that you cannot see my point of view and are unwilling to fulfil my reasonable request for a new replacement phone.

This is shocking service for a worldwide brand that I used to love.  I simply will not buy any Sony product again!

[Thommo]

Well if your device has to go for a repair and the repair is for the same reason then a replacement can be offered however this device will be most likely refurbished and must be of the same or better quality or you could opt for a pro-rata refund - what you are asking is for Sony to offer a goodwill gesture this way Sony can deny accountability and both party's are happy - if neither side are backing down then your only option is to request a deadlock letter which allows you to seek or take court action, but there's a stumbling block because Sony is offering to repair but you are refusing meaning winning at court will be hard unless as I 1st pointed out, the repair is for the same thing as has been previously repaired

[Mantis64]

Hi Richard, 

Thank you so much for your informative replay.  What chance do I have with a deadlock letter since I did not buy the phone from Sony?  

They claim that on the 2nd repair as they replaced my mainboard they count this as replacing my phone.  Obviously I do not see this as a replacement.  This is why they are saying they will repair for me and cannot offer a replacement.  

However yes you are right I suppose I am asking for a goodwill gesture and under the circumstances I cannot see why they are unwilling to do this.  

Never have I seen such resistance to helping in a fair way from such a big global brand.  Especially when the product has failed 3 times.  

Can I argue that they replaced my phone with an inherently faulty device.  Does anything in the EU rules help me?

Many thanks again.

[Thommo]

In order to argue a device is inherently faulty you would 1st need a deadlock letter which allows you seek an independent engineers report (Any costs involved will be refundable if proved your device is inherently faulty) but who is liable, normally the retailer but as you have already been dealing direct with Sony for previous repairs then this now falls on to Sony and not the retailer