Today the little door that covers the micro-usb port broke off while i slid my z3v out of my pocket. A friend of mine has the same phone and I found out you only need to give the door a slight tug to remove it from the phone, and it clicks back in just as easy. The problem with mine was that the actual door separated from the plastic piece that holds it to the phone, so I contacted customer service:
The first rep I talked to told me that the only way to get it replaced would be to send the phone in, have it assessed, wait several weeks, and then I would most likely be charged for the repair. When I explained how easy it had been detached and that I just need the piece so I can click it back in, he told me that the piece would need to be professionally repaired and that it could only have been removed from extreme force. This was the first thing that really set me off because I work in cell phone retail and when dealing with any kind of damage it is impolite and unprofessional to assign blame or suggest that the owner mishandled the device. I asked to speak to a supervisor because I feel that what I'm asking for isn't unreasonable, that I'm even willing to pay for the part and the rep reiterated that the part is not something that can just come off, despite my protests that I had seen it with my own eyes on a friend's z3v.
The supervisor I spoke to, Anna, was deliberately unhelpful and disrespectful. She repeatedly told me that they can't get the piece to me and that it was "impossible". At a certain point I lost my temper and begged for her to drop her guard and just have a human moment here, understand my predicament; it is not that you "can't" send me this part or that it is "impossible", rather you won't. There is nothing physically stopping Sony from sending me this tiny piece of plastic from their service center, only their policy. No matter how many times I stated my desire the supervisor simply repeated policy at me and told me it was impossible. She was hostile, confrontational, and just plain rude. She offered no way to help me or file a claim that I was dissatisfied with my service other than the automated survey at the end the first 3 times I asked. Eventually she took my information and stated she would escalate my claim to a manager but that there was no estimated time frame for a response. I got nothing but B.S. and attitude from the people at Sony customer care, and all I want is a tiny piece of plastic to keep my beloved z3v safe.
