I've recently had a problem with my Z5 Premium. The headphone jack broke and stopped working also the speakers started to crackle. So I contacted Sony and sent the phone for repair as it's still in warranty. I sent the phone on the 20/3/17 it was picked up by a courier and delivered to Maidstone on the 21/3/17 and signed for that it had been delivered. I checked the online support portal and the status never changed to delivered? So I contacted customer service via live chat and enquired about the delivery. It had seemed to have been lost, the service rep "escalated" the issue and gave me a reference number. The phone wasn't found until the 30/3/17 a whole 9 days after delivery. I contacted the service centre again and enquired about any escalation as this is my business phone, I was told that no priority can be applied to my repair as they have no influence over the repair teams. I then asked how do so make a formal complaint and was told it had to be in writing - I was given the address etc. I wrote a letter and sent it recorded delivery on the 30/3/17 outlining the issues. I've since read some horror stories on this forum in terms of repair quality, in some cases phones being sent back 7 times for different repairs, some caused by the first repair and then snowballing from there. I can honestly say I won't buy another Sony phone, I've been a brand loyal customer for years but of late things are lacking and this experience has compounded my purchasing decisions in the future.
