Hi @Kenlaw, let me see if I can help out here.
So if i understand you correctly, yo tried the speakers & microphone test and it failed? Have you been able to test the speakers in safe mode to see if the ear speaker works better there?
If the test also fails while in safe mode, I would suggest that you try to repair the software on the phone using Xperia Companion and a computer. Keep in mind though that all user data will be erased by the repair, so it is advised to do a backup before to avoid data loss.
If none of these measures manages to improve the functionality of the earspeaker, I believe that the best thing to do is to get in contact with your local support team in order to have the phone checked by an authorized service center. If you have any questions regarding the service, such as service routines, warranty and consumer laws, these kind of questions are best answered by your local support team as well.
Let me know how it goes!
