3 days old xperia Z2 leaked water inside with flaps closed

[GokulC811]

Hi below is my greivances and the bad experience and support  I received from Sony Authorized service centre and Sony call support from India.

Below is the mail thread and it explains only a part of the story.
Waiting for decision from SONY to accept their manufacturing defect. So preserving my evidences of call, video footage describing phone not sealed properly etc.. Will blog all the evidences and the bad service responses and share the link in the forum after settling legal disputes.

[THREAD ID:1-LW06L7]

-----Original Message----- 

Subject: Phones Question to support
Phone model: Xperia Z2


Message: 
I am Gokul from chennai.
Bought Sony Xperia Z2 (D6502) on 21-05-2014.
With the flaps intact, I accidentally dropped the mobile in a plate today (24-05-2012) at 11.00 am.
The Radius of the plate is 12.1 cm and the height of water is no more than 5cms (Info just to get an idea of water pressure).
The mobile worked fine for a few minutes after taking out from water.
Then the display started to flicker and after about 10 mins the phone died.
Opened the flaps and I was shocked to see water inside the handset.
Contacted Sony service at the toll free number and the ticked number is 14052402607.
Then I went to Sony Authorised Center at Anna Nagar at around 3.00 pm and they informed me the handset would be replaced under Accidental damage protection.
But the problem is the manufacturing defect, that let water inside the mobile even with flaps closed. (As a matter of fact I never opened the flaps after inserting my SIM and Memory card because I ise magnetic charge cable)

Service center's point of view:
The customer would have dropped the mobile with ports open
And I perfectly agree with that.

Now I had completely dried my device by putting it into sack of rice. There is no water drops inside.

I can still proove in Authorised Service Centre by dropping the device in water to depth of just 5cm(but the device should be holding upto 1.5 metre) and the presence of water inside the flaps when taken out.

I remember bubbles coming out near magnetic charge port initially when dropped in water but believed in Sony nothing would happen.

I perfectly understand minor units would have defects like this but appropriate response is needed by the customers.
I had a very bad response from Sony Authorised Center at Anna Nagar.


Reply from Sony

Dear Sony Xperia Customer, 

Greetings from Sony Xperia support.

We value the importance of your concern.

It is perturbing to note that your recent interactions with the Service Centre have not been upto your satisfaction.

We fully recognise that it is important for a customer to have a good experience with us the first time around so that we can reinforce the same as we go along.

We would request you to send the below mentioned details so that we can assist you in a better way:

1.  Location and complete address of the Sony Service Centre (where your handset is submitted) 
2.  Latest Job slip/Work Order Number:
3.  Place of purchase and date (complete address of the dealer) 
4.  Date when the phone was submitted
5.  Your alternate contact number

If you need any assistance or clarifications, please feel free to contact Sony Xperia Support at the Toll Free number 1800-3000-2800 (Working Timings-9:00am to 9:00pm: Mon-Sun) alternately, you can email us atquestions.in@support.sonymobile.com

For the latest news, information and product support please visitwww.sonymobile.com/in

Thank you for contacting Sony Xperia Support.

Always looking to serve you better.

Kind Regards,
Nisha Sharma

Sony Xperia Customer Services

My Reply back to sony and waiting for response

Hi Nisha Sharma,

Please find below the additional details Required

1.  Location and complete address of the Sony Service Centre (where your handset is submitted)

      Repair and Return Technology (India) PVT LTD,

    2.  Latest Job slip/Work Order Number: W114052602866

3.  Place of purchase and date (complete address of the dealer)  

      Navkar Security Solutions (Sony Center),

      #3, Arcot Road, Porur,

      Chennai-600116.

      Purchased on 21-05-2014.

4.  Date when the phone was submitted - 26-05-2014
5.  Your alternate contact number :

The response from the service center and the sony call center on 1800-3000-2800 is just a one liner 

The litmus indicator turned red and the device is out of warranty, whereas the litmus paper will also change red if water entered through the phone body seal.

Please find the attached voice recording done at Service center by calling to sony service for reference.

This is not the response customer would expect after getting a Flagship model.

I can still prove the device to be a faulty unit by any of the following test

* Dry the phone completely. Place piece of litmus paper inside the flaps, close it securely, drop in water of just 5cm depth and we can see the color of litmus paper change due to water entering the phone via the body panel ( bottom left corner and near magnetic port)

* Do a suction test near  bottom left corner or near magnetic port and we can feel the air getting through. I just did it holding it in mouth and **bleep** air inside and it did let the air through the panel.

Please inspect the device with your technician and let me know whether the device could be replaced under normal warranty. If not do not replace the device under accidental damage protection at this point of time. Return me the damaged device and I will proceed legally at consumer court at Chennai as I have already submitted the complaint form to the lawyer.

[Thommo]

This is a user support forum - We are not equiped to deal with these matters and as such will always direct you to Sony care http://www.sonymobile.com/global-en/support/contact-us/ - You may also find this page usefull http://talk.sonymobile.com/t5/Welcome/Community-users/m-p/634967#U634967

[Cartagenaphoto]

Thank you for sharing your story. Please keep us informed on how Sony reacts to your claim. I fully understand you. My own Z2 are in for repair of several faults and dust inside the camera unit.

[Taseen1]

I've had the same issue i havent called yet i just dipped it in water i even have recoreded evidence that the flaps wer closed

[BR4DOKYBrazil]

What is the date of manufacture of the device? Your device has gaps?

[abdullah66]

i submerged it into a glass of water with fully closed flaps.. the phone is only 2 days old with a gap in the front face of the phone at 1o'clock. the result was instantaneous.. drop lets on the lens and the flash of the camera from the inside.
the phone is fully functioning. i still question the phone's ability of recording underwater:smileylaugh:

[sarajevo75]

I have exact same problem as yours. Device now is at Sony service here in Sarajevo, but I recived same answer as you from Experia Care service that my warranty will be avoid because indicator marker changed color. 

I must note that I have thoroughly checked all the covers and I'm sure that nothing was open.

This is my first Sony device after many years of positive experience with devices of other manufacturers..
I'm sorry about this experience that I had with my first Sony mobile phone. 

[Bytebuster]

I find the argument of Sony a bit funny.  Would the humidity indicator not change color if the water would enter the phone other than the covers? It is also possible that there could be some problem with the covers and so some water could leak inside the phone. 

[Sam]

The testing procedure may vary between regions so as above please contact your local Xperia Team for specifics regarding their testing process for liquid damage.

What are your thoughts about this forum? Let us know by doing this short survey.

[Carlossal]

Ummm, Why are there different testing processes in different regions?? Surely Sony cannot claim to have a consistent customer experience and fair treatment if your location dictates the available back end service? This whole story just reeks of a head in the sand approach to a very valid issue, both in quality of manufacturing and post sales technical support. Clearly, if the phone leaks, the indicators can say no more than the presence of water internally. Is it not bleedingly obvious that certain phones are not 'fit for purpose' and not living up to their marketed function. Keeping the shareholders on a short term high by neglecting those who make them rich is very short sighted. The power of social networks will tear this crystal castle apart as you see your market share diminish.