Z2 Waterproof, NOT!! DO NOT BUY THE Z2!

[Hound88]

So, I just got a Z2 two weeks ago. Used for a couple days and then took my daugther to a waterpark. Had the phone in my swinsuit pocket while running around after her. I made sure that both tabs were completly closed and at no point was the phone submerged under water, just splashed on.

On the way home, I noticed the camera and front proximity sensor fogged up and had a bit of water so immediately turned it off. Left it for a few hours and then turned it back on. First sign of a problem was I got a headphone connected message, even though no headphone was actually plugged in. I kept using it and as the day when along, the less responsive the phones screen got.

Hoping it was nothing, I turned it off for the night and left it. The next morning, I could clearly see water under the screen and it no longer registered any touch gustures. The phone turns on but stuck at the lock screen so I called up Sony support on July 29th. I told them what had happened and they had me check the water damage indicator located under the SIM card flap, to no surprise, it was red.

They promply give me a RMA number and tell me it will be checked for manufactures defect so I send it back the same day. A week goes by and no updates when I called but I get it back the next day (August 5th) without any documentation stating if they checked it or anything. The phone came back completly drained so I charged it for a couple hours, turn it back on and still the same issue. I called Sony and theyhave NO IDEA what the service department did or did not do.

Seriously?? I company as large as Sony has no idea what is going on and has to escalate my case to a manager to figure it out. I was told someone would call me within 48 hours but to no surprise, 3 days later and no call so I call them for an update so I have to continue to wait.

Some customers may get luckly and actually receive a Z2 that may be water resistant but based on multiple complaints here, YouTube and other websites, this is clearly a design flaw/quality control issue/manufactures defect.

SONY, I have purchased many of your products from TVs, Playstations, computers, cameras etc but will never buy one of your products again. You advertise this as a waterproof phone but for a lot of us it's NOT.

I hope everyone that has a similar experience gets a replacement phone but I doubt most of us will. I'm sure when they call me back they will say "sorry, you must have left the flaps open so we're not going to cover it" so say good bye to your hard earned money.

I hope Sony actually reads this and the many other threads about this and does something about it. If not, they will surely loose the very little smartphone marketshare they currently have.

Frustrated customer in Canada.

[Bearings]

ask-a-lawyer.freeadvice.com/law-questions/i-am-looking-to-void-a-ce-70868.htm

So sorry to learnt of your experience, but since lemon law does not extend to cell phones in Canada, you have to go to your retailer to see whether they can help you if your Sony rep can't. Hope the above link offer some good advise.

[Henryadda210619]

Use rice experiment

[dandy63]

---

@Bearings wrote:

ask-a-lawyer.freeadvice.com/law-questions/i-am-looking-to-void-a-ce-70868.htm

So sorry to learnt of your experience, but since lemon law does not extend to cell phones in Canada, you have to go to your retailer to see whether they can help you if your Sony rep can't. Hope the above link offer some good advise.

---

Hi, totally agree with Bearings.....my first port of call would have been where you purchased the Z2, Sony use a lot of 3rd party repair premises who may or may not offer the best of services.....not saying the shop you used didn't but a lack of knowing what was/wasn't done points that way:smileyrolleyes:

As you say the flaps were tightly closed, can you see any other indications on the handset of damage ie slowely tilt the screen back/forwards to see if there are any thin cracks or cracks in the bezel.......lay the Z2 flat to see if it is totally level also.

But as mentioned, take it back to your place of purchase....

Good luck:smileysmileywink:

[a6rnh]

Mines been in water with no problems..

[Hound88]

Thanks for the suggestions guys but I purchased it from the Sony store and they told me to go through their customer care department.

I'm sure there a people who have Z2 that are actually water-proof. The issue is that a large number of customers were not so lucky and even more troubling is that Sony has put the blame on us saying they won't cover water damage even though we all no very well that of course we have the flaps closed when putting the Z2 near water.

I'm still waiting for Sony to get back to me with how to proceed but I already know they will not replace the phone.

Again, even if they replace it. I will just sell it and buy another phone and will never buy another Sony product again.

They've lost a customer for life, thats for sure.

[KevinB]

I bought mine in Sony Store too so they didn' t just exchange it. It will be checked and/or tested today or tomorrow.

Wish you Luck.

[dandy63]

Hi, it's bad enough that some customers have to wait weeks on end for a repair from some of the Sony endorsed 3rd party repair stores but you would expect a better service from a genuine Sony Store......but then it depends on the circumstances i guess ie when the phone was purchased etc....but still:smileyrolleyes:

[Hound88]

So I called yesterday and complained AGAIN about why no one has called me back with an update even though last week they said someone would contact me within 48 hours.

The rep I spoke to apologized and pur me on hold so she could speak to a manager. When she got back, she told me for sure someone would call me back same day or next (today). I'm still waiting for an update.

This is by far the WORST customer service i've ever experienced in my life.

SONY, if you want to keep your dying market share in this highly competitive smartphone space, the first thing to do is keep your very small customer base happy.

This is why Apple is killing you. Yes, they make a decent phone but their cusotmer service is top notch. Even though I don't like Apple products, they support their customers and don't make them run around in circles trying to get support for a product that has obvious design and quality control issues.

What I'm seeing in most cases where customers have been denied warranty support for a water damaged phone is that Sony blames customers saying we must have left the flaps open, that's why water gets in.

SONY, are you seriously thinking we customers are THAT stupid to buy a water proof phone and not make sure the flaps are closed?? How can you prove that?, You can't just as we can't prove that we did but of course we do.

IF you don't change how you deal with customers, you might as well not sell smartphones because word will get out and no one will buy your phones. There are too many other great phones out there.

Sony sux, pass it on!!!

[Anthonyd91]

This just seems unlucky and unfortunate. I've had my Z2 for a good few weeks now and I've had it in deep water (over 5 feet) took it swimming, diving, to a water park, had it in the shower and bath and even took a 4k Video of the fish in my fish tank underwater. Even dropped it in a lake, and I've had not a single issue with the resistance to water. **bleep** when it's got to hot I put in a bowl of water a pop it in the fridge for a few minutes. Not a single problem with it. My only gripe with the phone is the volume, could be a little louder with the internal speakers, and on the noise cancelling headset.