topic Re: support from Sony in XZ Series

support from Sony

Gordon4 — Thu, 03 May 2018 16:58:07 GMT

Warranty to: 20/05/2018
IMEI:

I am writing to complain about the service provided by your support service. I sent my phone to Sony and was told it was irepairabale due to a bend in the casing. The bend was miniscule and i had never noticed it before. I did not believe Sony so I took to the local Hex repair shop, They said the bend was cosmetic only and this was clear from an examination of the phone. They however said the sim was faulty and after a new sim the phone is perfect. It is clear now that Sony made no effort to fix the phone but only looked for any sign of physical damage even if cosmetic to avoid their warranty responsibility .

Re: support from Sony

Uliwooly — Thu, 03 May 2018 17:47:16 GMT

@Gordon4

I'm sorry to hear about your experience, keep in mind that this is a user based forum, just wondering, what was the original issue? also, could you post a picture of the: "...bend in the casing..."

Re: support from Sony

Gordon4 — Thu, 03 May 2018 18:05:28 GMT

Re: support from Sony

Gordon4 — Thu, 03 May 2018 18:07:05 GMT

picture below more of a bump and less than 1mm

Re: support from Sony

Gordon4 — Thu, 03 May 2018 18:09:47 GMT

the initial problem was that phone message was no network signal available or similar so could not make calls although wifi etc was fine

Re: support from Sony

Uliwooly — Thu, 03 May 2018 18:46:52 GMT

@Gordon4

based on that picture, I can see how the warranty was invalid, even if it looks like a minor issue, that bend could damage the motherboard, all in all, I'm glad that your phone it's working now.

You can read more about warranty

https://support.sonymobile.com/global-en/xperiaxzs/userguide/warranty-sar-and-usage-guidelines/

For information about warranty, SAR (Specific Absorption Rate) and safety guidelines, please read the Important information provided under Settings > System > About phone > Legal information on your device.

Re: support from Sony

Gordon4 — Fri, 04 May 2018 09:56:38 GMT

You are clearly biased in your views and presumbaly work for Sony.

The mother board is not damaged which is a fact following inspection.

Sony should have checked that and also that only a new sim was required;.

The service was very poor and I am now escalating