Echo on other end of calls 100% of the time

[DietBakingSoda]

Howdy!

I've had an XZ1 Compact since April, and when on a call the person on the other end ALWAYS complains of an echo or asks me to turn off speakerphone (which I never have turned on) - incoming or outgoing calls, doesn't matter, it's always echoy to the point that they can't hear me for 10-15 seconds (minimum).

I've looked up solutions and tried everything I've found on this forum so far with no success - changing settings, switching to GSM only - all with no success. Ironically I don't make many calls on this phone, so I sort of just give up looking for a fix each time, and just sort of forget - until the next time someone calls me and begs me to 'turn the speakerphone off so they can hear me.'

Specs:

Model: g8441

Android Version: 8.0.0 July 1rst Security patch

Kernel: 4.4.7-perf+

Build Number: 47.1.A.12.235

Thanks,

- DBS

Edit: Just for the record, I have the same problem on different networks and different regions: I'm on AT&T, so are my folk, who hear the echo - we are part of a family plan that has GA numbers. My wife is on Sprint, local AZ number, same issue. Friends from across the US with varying carriers, phones, and plans all have the same complaint. My Aunt-in-law even just called me from a landline with the same problem about an hour ago.

[Andy349]

Had the same problem.

It's a hardware defect, unfortunately.

You will have to contact Sony to get a replacement if you're still under warranty.

[DietBakingSoda]

How do I ask for a replacement? I inquired with support and they told me the only option is to just send it in for repair again - flat out said no refund, no replacement.

Of course, they also straight up called me a liar because I went down their troubleshooting list in under an hour (running Software Repair does not take 45 minutes, guys, it takes under 10) - so maybe I just got some especially 'dilligent' help desk folks...

[Andy349]

Yea, unfortunately, Sony Mobile USA has the worst customer support I've experienced. Ever.

I sent mine back for 'repair' three times. The second time the technician replaced the screen when I specifically said the problem was the microphone. It took filing a complaint to my state consumer protection unit for a Sony manager to contact me directly to sort the problem out.

To be fair, though its frustrating, the support agents doesn't have authority to do anything else other than telling customers to send it in for repair.

[DietBakingSoda]

Yikes. I have a feeling I'm going to have a similar story to tell.

Well, I guess I know what's in store. Any tips on who to contact/pointing me in the right direction to complain? I guess it's as simple as fiddling around with the usa.gov site, but any pointers would be appreciated!

And yeah, on the flipside I feel bad for the tech support folks with no authority - no doubt they get yelled at all day and can't even do anything. I always make an effort to be polite, or at the very least frequently pause and say 'please, don't take this personally since you're not the reason for this, but...' when I lose my cool.

[Andy349]

Is this your first time contacting Sony about the microphone issue? If so, I don't think you can do anything else other than sending it for 'repair'. You will send it to an address in the states and then Sony sends it to a repair shop in Canada. Be ready for a month without a phone!

Just Google your state's consumer protection unit should lead you to a webpage you can file a complaint. E.g. I was in GA so I went to ocp.ga.gov

Write as much detail as you can on the report and basically the state department of law will send a letter of your complaint to Sony.

[mapis]

Same here. Phone still at repair service in Finland.

Audio Jack never worked for me either. Now there's some "stuff" in there for which (removal) they would charge me 60€.

I think the real problem is faulty dirt/moist protection mechanism which should be covered by warranty. It failed the first time I tried to use external audio on 3.5mm slot on that phone.

I'm requesting repair service to check mechanical condition of that audio jack protection mechanism. So far no reply yet. I wouldn't be surprised if the "stuff" is some part of that broken protection thing...