Z2 - advt says "Water proof" or Customer care executive says "water resistant" feeling cheated

[Osho]

I had bought a Sony Xperia Z2 on13 July 2014. I bought the phone for:-

1. The Brand name of “Sony” &

2. The water proof feature the phone has

On 09 August 2014, I had gone to a water park for an official event and had used the phone in water (not under water) to click some pictures in water (not under water). In view of the full day event, my phone was charged at my home and all the flaps on my phone were properly closed as they should be.

Unfortunately some time later I started facing issues of:-

1.     Touch Not working and
2.     Screen Flickering

On 12 August 2014, I got in touch with Sony India’s Service Center Help Line and got a ticket raised and approached the Sony Service Center franchisee Aar Vee Infoservices. They accepted the phone. After doing some initial checks the service center informed me that there was “WATER INGRESS” in the phone and the same is not covered in the Warranty / Guarantee.

I was surprised on the comment and issue since the Sony Z2 is being promoted as a WATER PROOF PHONE and one can use the phone in water (upto 1.5 mts depth).

I wrote to sonyindia.care@ap.sony.com and this is what they reverted back saying that the warranty is void due to water ingress and I will need to bear the cost of repairing the phone.

I have read the manual and I am aware of:-

(a)Keeping all the flaps of the phone locked

(b)Not taking the phone in water beyond depth of 1.5 mts.

And I have taken necessary care followed the necessary instructions while using the phone on the said day when the phone started having issues. The company in the effort to save their own skin is compelling upon me that the water ingress happened only and only due to water ingress from the side flaps. On having probed by me, the company doesn’t have any logical reasoning on why it is not a manufacturing defect and the water cant ingress from any other opening.  

My contention is:-

1.     How can a phone which as per the manufacturer is supposed to be water proof have water ingress after all the necessary care is taken?
2.     When requested to do a simple test; the company is not ready to dip the mobile with flaps closed in water and check for water ingress. WHY?
3.     The company is making false claims and giving a defective & inferior product.
4.     There is deficiency of service in terms of their claims on the product and subsequently in their after sales service.
5.     I had bought the Z2 to enjoy the tall claims that Sony made but the way Sony has handled my case, I have been through a lot of Mental stress, Mental agony and Mental harassment.

I expect the company to give me a replacement of my phone which has had a manufacturing deficiency due to which there has been a WATER  INGRESS  IN A  WATER  PROOF  PHONE.

I would also like to warn the readers to be wary of tall claims made by Sony for their Z2 Phone.

[dandy63]

Hi, sorry to hear about your problems.....this is the issue, it is basically a 'your word against mine' situation where as you say the flaps were tightly sealed & as far as Sony can see there is water inside the Z2....

My suggestion would be to demand a VACUUM TEST.....this is the only way to determine 100% that your Z2 is waterproof, if they vacuum test it with the side flaps tightly closed & it fails the test then you have your proof:smileysmileythumbsup:

Hope this helps & good luck

[Osho]

Thnx dandy63,

the Mobile has been submitted at the Service station on 12 aug, still awaiting the status, recd a call from Mr. Amith Goutham Area Service Incharge saying that the warranttee is void, the Z2 is with Sony guys since 12 august, how do i ask for  the VACUUM test now? i think Sony should have carried the test in front of me and showed the same, i would have agreed then if the mistake was mine. the only way Sony assort to for fooling people is that they convey that litmus inside has turned Red (they dont show it) hence warranttee void. stupid MNC doesnt understand that if the water has ingressed, it is obvious that the litmus would turn red. 

[dandy63]

Hi, yes you're correct with regards the white tabs turning red once touched with water & i agree that it is obvious that this will happen no matter how the water entered the phone....best thing i would do is to call them & explain what advice you have had on here & ask for the vacuum test.....will be difficult to get an accurate result if they have already started doing any work on your phone:smileycry: