Out over $1,000.00 because Sony will not honor warranty

[hpxca]

Hi,

I wanted to share my experience with a brand new $1000 Sony phone (an Xperia XZ premium) and Sony's so-called "support".

I purchased this phone online as it was not yet available in my country (Canada). It was a brand new genuine article I paid over $1000.00 CAD for. Within 3 months the microphone stopped working. Others could only hear me when I used the phone in hands-free mode (I assume a different microphone is used in this mode) as soon as hands free was disabled, I could not be heard. When the microphone was tested in the included diagnostic software, nothing was recorded during the test and the microphone failed.

I contacted Sony support for help. After politely performing all the requested procedures (factory reset, software repair) and re-testing the microphone, it still failed. The Sony rep issued an RMA for me to return the phone for warranty repair. The rep confirmed the phone was under warranty until Aug 2018 based on date of purchase.

The next day I collected the phone, the original box and the documentation, boxed it up nicely carefully following the instructions in the RMA notice. As per the instructions I paid extra for tracking, signature on delivery and insurance for the value of the item. The final cost to ship the item including the insurance was over $50.00 CAD. I shipped the phone to the repair center in the morning.

This evening I recieve an e-mail from Sony Support stating they will not honor the warranty for an out of country phone and if I had already shipped the phone it will be returned unrepaired.

I am now out $1,000.00 for a new high-end phone with a bad microphone and another $50.00 for contacting Sony Support and following their instructions in an effort to get it repaired. I urge you as potential customers to consider how this company treats its users before purchasing any other sony mobile products. Its not a wonder Sony phones have such a small market share and without question it is the last Sony product I will ever buy.

[stanlykubrick]

Wow, I am truly sorry to read about your issue! I guess I am fortunate that mine works properly. I live in the US and bought mine from the UK. I know that any warranty repairs would have to go through the UK. Probably a major pain but doable if necessary. I am no expert on Sony's warranty repair rules and I could be completely wrong here but...I am assuming you bought the phone from the US? Either way I think you need to contact the company where you actually purchased the phone and seek warranty repair through them. Do not go through Sony directly from within the Canada route. Maybe someone with more experience can chime in and help out here???

You deserve to get the phone replaced/repaired so that even if you decide to move on to another brand at least you can have a properly working phone to sell.

[stefan_c]

Sony sony sony,  They have World Warranty.    In late eighties this company claimed that if I bougt a camera in Germany on a vaction and in Sweden it broke, they tried to not honor warranty. That was against the law (in Sweden) and all companies today (should) have World warranty. 

They try this because they want to rule the business in resp. countries.  Global affairs is always god if the suits the company, not the end user, if you undestand what I meen.

So hit them again,  ask them about the warranty details and give them.  We always have social media and such. Sony don't rule the world, as they with many companies think.

//Stefan