Xperia Z2 warranty

[Jin_Z2]

Hi I am new to the forum and I am residing in Dubai. Have had my Xperia Z2 for less than a year but the unit is now "dead" after testing it under water. Can someone please kindly help me on how to resolve the problem as the phone is still under warranty?  Thank you in advance!

[Jin_Z2]

Many thanks hedrox87 for your message and advice.  As I bought the unit from Carrefour, I returned it to the store where I bought it.  Carrefour then sent it to a service centre which I assumed must be an authourised service centre appointed by Sony. What Sony put in place is between Sony and Carrefour/Technocare. As far as I know, the female 'Technical Supervisor' at Sony Centre confirmed the phone number that I dialled was that of their authorised service centre.

As a matter of fact, when I had to escalate my complaint to the Sony Centre, the initial contact at Sony Centre I spoke to was a guy named 'M...' who said, "because I had bought it from Carrefour, but since Carrefour is not an authorised dealer, so my unit is not covered under the warranty!" I nearly had a heart-attack!  How would I (and thousands of other purchasers) have known that?  I am a genuine purchaser, who had paid GBP500 for a smartphone at a reputable French multinational retailer in a big shopping mall, was then told that I had bought the smartphone from a 'rogue dealer'!  It beggars belief how Sony Centre here is being run and the professionalism or ethos it upholds; if there is such a thing at Sony??  At that stage, I gave up and asked to speak to his superior, hence the female "Technical Supervisor".  She refused point blank to listen and quoted repeatedly "water damage, plus as a result of wear and tear due to the need to charge the battery and hence the flaps are weaken!"  She even said to me she owns every Sony model, including the Xperia Z3, E4 .........in the market that Sony has produced! 

She did correct one thing during our telephone conversation.  She said the statement made by 'M...' about Carrefour not being authorised was wrong.  I found it rather embarrasing and uncomfortable that Sony Centre's staff lacked the minimum expertise and knowledge to provide a basic service and care!  I passed the comment that I had no choice but to voice my concern on an online public forum.  The female "Technical Supervisor" told me to go ahead!  This is why I am here seeking for professional help and expert advice.  Thank you all for your help and for your valuable time!

Most grateful,

S

[Jin_Z2]

Just an update on the latest saga of my non-waterproof Xperia Z2:

I was advised by this forum to query the exact procedures carried out by the repair centre. Picked up the phone and called Chris at the repair centre (on 28th April) to ask if a vacuum test was carried out on my unit. I was put on hold whilst Chris spoke to the service engineer. Chris came back and said I have to send in an email on my query which I did immediately. Disappointingly five days later today, I have still yet to hear from them.

I am totally at a loss......

[Auksas]

OMG and this means waterproof... Ambrasing Sony really!

[Jin_Z2]

After six days and have had no response from Technocare, I sent them a reminder this morning and now I have a reply from them. This is what the email from Technocare said and I quote:

"With reference to the device the WRT - water resistant test was done and it was passed which means the device didnt have any problem and upon physical inspection we found that the side doors were open and liquid which entered, the mainboard and all other components were damaged. Hence this report was given and its considered as non warranty."

Does the report or sequence of events make sense? Upon 'physical examination' by the Service Engineer at Technocare, he found that the side doors were opened!  How does this substantiate the fact that the side doors were opened when I used it under water? The handset was examined by the Service Desk at Carrefour who then had to pack it to send to Technocare. It could also have been handled by other individuals along the process.

Also, can you carry out a water resistant test with the side doors opened?

Can anyone please help? Many thanks in advance! S

[dandy63]

If the Technician was to carry out a Vacuum Test on the phone he would first make sure that all the flaps would be closed tight.......this would determine if the phone was indeed waterproof whilst sealed......if he/she was to perform the test with the flaps open it would fail, if the Vacuum Test passed with the flaps closed a quick strip down to determine the amount of damage would take place  

[Jin_Z2]

Many thanks dandy63 for your clarification. So it would mean the Technician himself has to close all the flaps tightly before he can carry out the Vacuum Test. But how did he then come round and said upon physical inspection, he found that the side doors were opened!  Surely he must be the one that opened the flaps........

Thank you once again for your help! S

[dandy63]

Hi, i think that would be his/her own conclusion on how the water ingress happened........if it passed the test with the flaps closed then this would be the only way water could get in (flaps left open).....they do not have to be wide open/hanging loose, just not closed properly...sorry