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gsavill

I have had my Xperia Z1 Compact for less than a year, and in this time it has been in to SBE Ltd for repair three times. The first time was to repair damage caused after the phone had been used in water with all the ports firmly shut. After this first repair the vibrator motor was loud and rattly, as if loose, and the back panel was also slightly loose and creaked when pressed. I sent the phone in again to have these issues repaired.

A month ago I again used the phone underwater with the ports firmly shut, and again the phone was damaged and had to be repaired. I sent the phone back to SBE Ltd for repair. A week later the phone came back with what appears to be a damaged LCD screen. The screen has several small bright patches towards the bottom left, and at certain angles a straight crack of backlight is visible running right accross the screen. Additionally, there is a piece of dust inside the camera lens which can be seen as a large dark patch on photos.

I contacted Sony to ask for a replacement phone, as this one has clearly never been waterproof, and I am thoroughly unhappy with the 'repair' service I have received from SBE Ltd. I had to call twice and email in some photos of the damage. Four days later I was contacted, and told that my case had been transferred to the offline escalations team, and that I would be contacted in 3 to 5 working days. Two weeks later, and still no reply I emailed telling them it had been two weeks and I hadn't heard anything.

Today I was finally contacted, nearly three weeks after my initial contact with Sony. The reply from Sony simply asked me to send my phone back in to SBE Ltd for repair. Two phone calls, several emails and three weeks, and this is all they can come up with.

Now I am faced with the prospect of sending my phone in to this useless third party repair company yet another time for them to execute another substandard repair. Who knows what issues it will have when 'repaired'.

Having come from Apple, with their excellent customer service, I am left totally disappointed by Sony.

Uliwooly

Sorry to hear that but have you contacted Sony directly?

http://support.sonymobile.com/global-en/contactUs/

gsavill

Several times now!

Uliwooly

I understand your frustration, but this forum is for us, users, to help each other, your issue has to be addressed by Sony directly.

JANÓ

My Z1Compact has developed issues recently 9 months into its lifespan, from what appears to be water damage. (mist on the inside of the camera lens, and than touch screen not responding). The phone number provided for "Assistance" in Hungary has not answered on three attempts, so I have sent them an email, from the mysupport.sonymobile.com site. The following day I took it back to the retalier, whom promised to sent it in for servicing. Two days later came an email message from sony support that told me to do just that. Having been quite frustrated I responded to them in a gentlemenly but rather sarcastic manner about their QoS. I got a response where they appreciated feedback of any kind. Then I responded to apologize for being so frustrated, to get a mailer -daemon auto response telling me that my e-mail address has been blacklisted by the recipient. Whoaa.

From the posts I have seen here about servicing, I have serious concerns, and I would seriously like to hear what SONY would have to say about all this. Whom do I contact with, if the number provided in my country is not being answered, and my email being blacklisted. This carries a seriously bad message, I'm not happy with: Sony does not want to hear from me.

Is there a central address for sony where they actually handle complaints like mine?

Uliwooly

@borbely_janos

http://support.sonymobile.com/global-en/contactUs/

SalSa

Sent off my phone for the third time for a repair on the 30/06/2015, on the way back the courier misdelivered the parcel and I am still waiting for another phone. It is a nightmare still happening and don't know how to get through. I keep contacting because if didn't I wouldn't have any updates from them, but everytime I call, there is always some news, something that I wasn't told earlier and that puts back the delivery of the new phone (actually refurbished). When they are good news it is because no news, at all. Since I reported the misdelivery have already passed 17 days and up to now I don't know when I will have my phone, for which obviously I am paying each month.

Everytime I call an agent promise that the problem will be sorted out soon (...soon when?) but nothing happens, no timeframe no clear information, they make up things or avoid to give any information and if I ask them to send me an email with what they have just said but they refuse to do it. I ask for terms and conditions and they say that there are not.

The escalation team doesn't care at all and keeps hiding behind the agents. At some point, eventually, someone from the the escalation team called me back and after our conversation he followed up with me and in his email he insinuated that "I am denying" to have received the parcel, although it is clear from the tracking that the name of the person who signed for is not my name. Even a child would understand that straight away.

I'm trying to keep calm but it is almost impossible. I have enough, I'm exhausted. I feel messed around, fooled. It is shameful! I've got the feeling that I'll need to seek for legal assistance.

I will never ever have a Sony phone again and I'll be very carefull from now on with any other of its products.

smiffie71

Did you finally get your phone? I'm in the process of sending my z1 compact off to SBE for the second time. Had my phone just over a year when it started accumulating dust behind the lens cover. Was sent for repair and returned promptly with what looked like a new back cover.
Within a week, dust appeared again, within 3 weeks, camera is unusable, which in my mind means if the phone isn't dust proof, it's not water proof and so the phone does not meet its IP rating.
All you get from Sony support is generic replies to my questions about the phone being faulty and that I need to return to SBE.
Let's see what happens shall we?

SalSa

Hi Smiffie71. Don't know if you were asking to me or someone else. Anyway. No, I haven't got my phone yet, still waiting.

They passed the deatils to the repair centre, SBE, last Thursday and apparently it takes from 3 to 5 working days for them to get a refurbished device ready to be shipped. Last Friday, since I kept receiving the same answer from the customer service, I called my network customer service, Three. The agent phoned a Sony representative and we had a sort of conference call during which I was told again the same thing, I still have to wait. They are shameless. The good is that my network is now checking on this situation, they will be calling me this Wednesday coming to have an update about it.

It is ridiculous, 20 days have passed since I reported the misdelivery and still don't know when I'll have the phone back. This is the worst experience ever, second only to a problem I had with Phones 4U some years ago.

smiffie71

Well I've had a phone returned to me and it's not mine!? Same model but this one has minor scratches and dents all round the bezel, where my phone had a couple as it was kept in a case.
Contacted Sony, they said SBE hadn't reported that they were going to replace my phone and I need to take photos of the damage and email them to Sony.
I'm never buying a Sony phone again!