XZ Premium Lock or Fingerprint Button Issue

[TallPaul1979]

Hi Xperia support, I am having issues that you are aware of for the second time in a matter of months with the power, volume and shortcut buttons on my phone. Its been in for repair once and I was without a phone for the repair period and I'm being told that this is my only option again which I feel is poor to say the least. Your complaints team just repeat the same thing over and over again. Is this really the service I should expect after buying (outright) the premium phone from a supposedly trusted brand? My experience has been poor to say the least, last time my phone came back minus the gorilla glass screen protector and having had a factory reset losing my contacts and some of the pictures of my daughters birth. I don't think I'm being unreasonable asking for the phone to be replaced and allowing me to copy everything from the faulty device to a new hopefully working like for like model

[Jonas]

Hi @TallPaul1979, sorry to hear about this.

If the physical buttons aren't working on your device, there is not that much that can done, troubleshooting wise as the device will need to be sent to an authorized service centre so it can be examined by a technician.

Regarding the complaints team, do note that this is a Global user based forum and if you have a case with the the complaints team in your market/region, this is not something we can assist with here at our Support forum, due to warranty terms, consumer laws and service routines may differ between markets.

In the market where I'm situated, the device will always be reset back to factory settings when it has been at service and we always recommend that the customer creates a backup before handing it in. If you have a screen protector on the device, this may need to be removed by the technician to be able to repair the device.

I will not be able to replace your device due to us not handling service cases here at our forum for the reasons I mentioned earlier in my post, so you will need to stay in contact with your Local support team.

I'm sorry that I can't be of more help!

[TallPaul1979]

Hi Jonas, 

My phone is still under warranty but I fail to see why when I have returned it once for this fault I should have to return it again, how many chances do sony get to badly repair a device or do Sony just keep doing it until its out of warranty and then tell me its my problem to pay for? Poor customer service, faulty product and next to no assistance from anyone apart from standardised emails repeating the same option I have advised I am unwilling to do.