Database Develop

Has any one had to send in their device for repair more than 3 times?

If so then what happens? because i've been told something special happens and they wouldnt tell me what it means? do i get a brand new xperia or a brand new phone all together because in total i've sent it back 4 times now and its just broken for the 5th

***bump***

I've sent mine in 3 times I think. The last time, they sent me a new X1. Pretty sweet. But I think the reason they sent the new one was because the problem was not one they can fix (volume button stopped working).
Actually, I was off warranty, but used by credit card warranty that extends the manufacturer warranty by a year. Good to keep in mind, eh?

ah cool yeah they said they are gonna give me a brand new x1 - i was under the impression it was discontinued though? :S

Yeah, I was hoping they'd give me an X2, but the company that does the repairs in the US apparently has a big refurbishing business too. So who knows, they might have given me a refurbished model.

In total now i've sent my x1 in for repair 5 times and just got it back again today and guess what, they forgot to repair the camera! So going to have to send it in AGAIN, seriously this is ridiclious. And all they did was escalate my case for the millionth time while i wait 5 days for a reply...

That sucks - so frustrating.

Wow Impressive! My cousin sent his "China" ZTE modem 3 times in 10 months. Every services took about two months. The last time, he just recycle that modem. I can't believe Sony Ericsson has poor services like this china ZTE company. If it's china I can't understand but Sony Ericsson,

"we didnt replace your device with a new one because the IMEI number was different to the one we had on record, so we only repaired it" (forgetting the camera) "so send it back in again and we will give you a brand new replacement" this'll be the 6th time now, seriously wtf they playing at!!!!

FYI, if you are in the EU and you bought your phone in the EU then you are protected by consumer laws.
UK version -> http://www.legislation.gov.uk/uksi/2002/3045/contents/made (long read)
Basically: If the device has been sent in 3 times for the same issue you are entitled to a new device on the 4th time, period. It's the law!
Also, if a device does not perform as stated on the box or has a significant manufacturer defect, again you are entitled to a new device or an exchange for something else or even your money back. This depends on your retailer.
How do I know it's true? Well my X1 had been sent in numerous times and after some references to the law my retailer agreed to send me an X2 if I paid the minor difference in price between the two. Well we all know how abysmal the X2 was software wise. SE agreed with me that I should return it and get a full refund or an exchange. My retailer was not so cooperative. In the end SE returned my X2 and sent me a new X10 straight across. I am very happy with the X10 You also get a new 2 year warranty with the new device.

mtechfan said:
FYI, if you are in the EU and you bought your phone in the EU then you are protected by consumer laws.
UK version -> http://www.legislation.gov.uk/uksi/2002/3045/contents/made (long read)
Basically: If the device has been sent in 3 times for the same issue you are entitled to a new device on the 4th time, period. It's the law!
Also, if a device does not perform as stated on the box or has a significant manufacturer defect, again you are entitled to a new device or an exchange for something else or even your money back. This depends on your retailer.
How do I know it's true? Well my X1 had been sent in numerous times and after some references to the law my retailer agreed to send me an X2 if I paid the minor difference in price between the two. Well we all know how abysmal the X2 was software wise. SE agreed with me that I should return it and get a full refund or an exchange. My retailer was not so cooperative. In the end SE returned my X2 and sent me a new X10 straight across. I am very happy with the X10 You also get a new 2 year warranty with the new device.
Click to expand...
Click to collapse
hmmm thats pretty cool! i'm gonna email them saying what i want.
but my retailer (Vodafone) it was hard enough for them just to repair it >.<

Hi!
I've sent my Xperia 3 times.. First time, because screen went black when sliding the keyboard. When I received after 2 weeks, I realized, new screen had a flaw. The backlight was visible on the screen itself(it was very easy to see when the background was black: for example, when turning on the device). It was placed in upper right corner. So I sent the device again for a repair. And after 5(!) weeks, I've been told that every part of my device was replaced. And when I turned it on it showed the same flaw on the screen! But now both upper corners of the screen had that issue. So I wrote a complaint to Sony Ericsson. After a month(!) I received a reply, they told me to send my xperia to another repair point. So I did. After long few weeks, my device returned. With the same screen flaw. Oh God I hate them...
About the flaw: It looks like the screen is pressed by the front panel.
My warranty ends by November I think. I can't go to retailer, because xperia was bought by previous owner in France and I'm really tired of those 'repairs'. Every repair takes between 2 weeks and 1.5 month.
Maybe they don't see it as a flaw? Well, screen has a unequal backlight, for me it's a flaw.. What do you suggest? Send the device for the repair again?

Crapppppp just realised i forgot to restore stock SPL - do you think they will realise? cause just sent it off!

Hurrah, SE sent me a "new" X1 - everything works fine now so i'm not complaining, even though its probbably refurbished

[Q] Mysterious cracked screen Z1 anybody?

Hi Guys
Yesterday I took my phone out of my pocket and immediately realised it had 4 or 5 thin cracks emanating from the left, roughly where the charging flap is.
This is a MASSIVE headache. The phone was perfectly fine one moment as I recorded a video with it... I then put it in my pocket and when I removed it 30 mins later it had broken. I did not drop, bang, bash, knock nothing it. I paid cash for my phone so I have guarded it with my life. I never had anything else in the pocket with it and it was loose fitting shorts.
Now normally this would not be the end of the world, but I am on holiday in South Africa. I live in the UK so warranty repairs I assume would have to happen there. I have Amex insurance on it, usually they are very good, but if they send me a new phone I would likely be liable for a huge chunk, as in 40% of the value, import duty.
If they make a cash value payment to me I can buy the phone here, but then if it breaks in the UK the service centre there won't touch it.
I honestly feel really angry about this. I sold my iphone 5 in September and bought this phone, knowing full well that perhaps the biggest price I would pay would be the drop in after sales care. I would have been able to live with the crack until I get back to the UK, but like I said my phone is totally unusable.
Oh yes and I am only going back in May!! That is 5 more months so I can't be without a phone for half a year...
Has this happened to anybody? My circumstances are pretty unique, but can anybody offer any advice at all? surely people's phones break while on holiday, Sony can't just turn their back on me?
Thanks,
Johann

I think it's a unique case but just to be sure can you post some pictures?

eclyptos said:
I think it's a unique case but just to be sure can you post some pictures?
Click to expand...
Click to collapse
Ok my only camera is my phone, but I will borrow my mum's phone tomorrow and take some pictures in the light. I have heard about spontaneous cracks with the Z ultra but not really Z1... I would be keen to know if anybody else discovered cracks...

Hi I didn't end up taking a photo but thought I would post an update.
I called Sony Mobile South Africa and they will NOT do a warranty repair here as the phone was bought in the UK (Why did I leave Apple??) however if I want to I can have them fix the screen for me for R4000 which is £236!! Plus the phone would have to be couriered to Johannesburg about 1600km away from Cape Town...and couriered back at my expense....
I then contacted Sony Mobile UK and a warranty repair can only happen if I courier the phone to the UK and pay for the courier back to SA. One of the major risks in this would be potentially being slammed with an import duty on the phone of 40% which would be about £240... even though I do not live here and will be taking the phone with me back to the UK in May...
In the end I had to courier it to London at £40 today my partner will now collect the phone and send it to my insurance company who will then either fix it or replace it.... my partner will then send the phone back to me at approximately £70.
Why am I telling you all this? Basically, don't let your phone break when you are on holiday... especially if you are on a long holiday like me, 5 months...
Sony's aftersales care is PATHETIC compared to Apple... I keep on asking myself, why did I do this? I knew it at the time and it was perhaps the single biggest thing putting me off leaving Apple... little did I know my phone would break just 3 months after getting it...and that a cracked screen in Xperialand means UNUSABLE screen... unlike my apple phone that had cracks in the screen for many moons before I bothered to fix it.

eclyptos said:
I think it's a unique case but just to be sure can you post some pictures?
Click to expand...
Click to collapse
It's not exactly a unique case. See here:
http://talk.sonymobile.com/t5/Xperi...a-self-cracking-screen-like-the-Z/td-p/401577

re
I have this issue as well, sent mine in today.. Not a single case, same issue as the Z...

[Q] Sony xperia support(?)

I'm curious what the experiences of XDA users have been with Sony's customer support when it comes to their Xperia devices. I had to send mine in for what I think was a shorted out battery (had it in/around the pool for a few hours, got out and it was fine, but then an hour later it just shut off, refused to stay on unless it was plugged in). They didn't contact me for two weeks, then I called and they just said "yeah you'll probably be good we would have called you if there was a problem". Two days later I got a (what I assume to be) refurb unit in the mail.
I'm actually extremely happy with this. Mainly because A: The device I sent to them was bought second hand off craigslist so I fully expected them to tell me that would void the warranty somehow, B: It was rooted, and C: it had some scuffing on the screen and bezel, and the power button was "mushy". Given that it was probably water damage and technically my fault (it spend most of it's time on the side of the pool getting splashed, but definitely overdid the "30 minute" rule), and they could have easily given me a hard time over any of the three things mentioned, I don't think I can be anything but very pleased with Sony right now.
:good::good::good:

My experiences have been mixed. My x10 was a nightmare to get sorted, first one didn't work out of the box, it took 13 weeks to get a replacement
My arc however was the opposite, screen died but had a new handset in 2 weeks.

Good guy Sony
Just got my 6 month old Z1 replaced.. Initially they offered me a refurbished unit but I refused to accept it and mailed them and got into a conversation with them. I was able to convince them to offer me a New unit and they immediately did! A company that listens!

[POLL] Has your water-damaged z3c been replaced?

Hi there,
There are already threads about the "not-100%-water-proofness" of our wonderful z3c. Those are mostly about how disappointed peeps are, but what I would like to know is if the phone got replaced or not. Unfortunately, some weeks ago, even after doing the pressure test, my beloved Z3c died short after taking 2 photos in the pool.
I have two simple questions:
1. In case you have sent in the phone due to water-damage, has it been replaced by Sony?
2. In which country/area do you live (just to see if Sony's policy changes depending on geography)
Thanks!

I got a new one, i put my phone into a pool and i was taking pictures and suddenly it turned off so i put my phone into rice for 3 weeks untill Sony give me a response about... then i had to send my phone to the Sony Factory near my city and less than a week i got a new one I'm from Acapulco, Mexico

rokrd1579 said:
... i put my phone into a pool ... I'm from Acapulco, Mexico
Click to expand...
Click to collapse
You haven't been cliff diving, have you?

November 2014, my phone drown within 20 minutes when I used it for a movie and pictures in a 1,5meter pool (just like the commercial).
When I got back home after my holiday, I contacted Sony and the seller (T-Mobile). After 3 weeks I received a brand new phone with a new invoice and warranty.
Sony solved it completely for me.
(I'm from The Netherlands)

All I got back from Sony in Sweden was: your phone is water damaged, we can't repair it and therefore can't do anything. :crying:

I was taking photos in swimming pool for 10s, went out, dried the phone with a towel. After 5min I had a brick with water on camera.
Sony Portugal replaced it with a new one.

damn.. it seems that all around the globe they replace the phone. I'll keep you posted guys, I loved my z3c, and really don't want to have to buy a new one because of those flaps.

To answer your questions...
1) yes
2)I'm from Malaysia
I have already posted a warning regarding this issue a couple of weeks back in the forums. It is sad to see another person who has encountered the same problem here. The Z3C is great, its just a shame that the waterproofness is not as advertised in the long run. Hope you can get your replacement :good:

yes
Netherlands

i wasn't get new replacement phone but I got new mainboard for my damaged phone

Hi, where did you send your phone in malaysia? mine just happened, just taking a couple photo under the water in pool then suddenly turn off by itself. hope mine also can get a new one.

Replaced a water damaged D5833 in Singapore 15th Jul 2015. Went to Sony Service Centre. From the letter i recevieved this 1 to 1 exchange is limited to ONE time only.

okij said:
You haven't been cliff diving, have you?
Click to expand...
Click to collapse
No, I just took some pictures to try it but, it was a bad idea :c the good new is that i have a new phone

ASUS customer service is ****

Hi - STORY TIME!!
So when I got my phone, I was very happy. I got everyone in my family to get the same one: zenfone 2 laser.
But now I am so fed up with this company it is ridiculous.
My phone has had issues since the beginning, because everytime apps updated it shut down. And then other random times it would just die for seemingly no reason.
Over a month ago I got an RMA from ASUS.
I sent in the phone immediately, and waited a couple days until it arrived at the facility.
Finally, it arrives, and what do I find out? They gave me the wrong repair center address and they need to forward it to a different repair centre in another state. They're going to do that the next business day (which happened to be 2 days later).
6 days go by after they sent it out, and it finally arrives at the new repair center.
Now, 18 days later, the RMA site still says a repair is in progress. I have been emailing them back and forth trying to get a proper answer. They finally told me yesterday what's going on.
"we apologize for the I convenience this issue has caused you, the repair facility have found an issue with your motherboard that is not common and have to contact our headquarter in regard with this issue. They are currently waiting for a man advise that will cause the delay of the repairs for your device."
Are you kidding me? Basically the motherboard is ****ed and you don't want to just replace the phone like you should be doing? And 18 days to contact headquarters and find out what to do?! Is that a joke?
I'm usually pretty chill and calm and nice about these situations, but this is ridiculous. It's been over a month since I saw my phone.
Has anyone had a similar experience? What did you do about it?
Am I being unreasonable here? I just don't see how this kind of customer service is acceptable.

I just had an awful experience with them myself. Asus literally sent the wrong update OTA to my ZE551KL. I kept my device 100% vanilla, didn't muck around with root, etc. and still ended up in a bootloop. I tried to install the latest firmware from their website to get it working, and yet it told me the version I had was newer. When I contacted them, they told me I'd have to send it in.
So I was literally forced to install a new recovery and unlock it just to get my device working again. Asus makes great hardware, but unless you have one of their high-end laptops (which I do), the customer service for everything else is terrible. PM me if you want, I have some corporate emails I used to get some problems rectified a few years back.

a week after the purchase i've had a problem with the back cover, it was completely covered in stains, so i've contacted asus support and they made me ship the complete phone to rma after a tedious procedure on the site and after ask a thousand times the same things.
After 10 days the phone came back with a new cover, but...
the warranty seal on the screws was ripped, so no more warranty
the proximity sensor was not working
the gps was not working
The support didn't responded me anymore, and also they have denied the zencare warranty saying that the back cover is not an hardware component
asus support is made by a bunch of clowns and the quality of their products is inexistent.
I've resolved my problem buying from ebay a phone with broken screen and using it to replace the mainboard, but guess what? on my phone there was some parts missing...
I'll never buy an asus product again in my life, same as my family and my friends.

I had a positive experience while dealing with Asus Service Centre, I had completely bricked my phone while trying to flash a pre-rooted firmware. So I handed over the phone directly to the service centre and I got back the phone after 1 day. Do one thing send a direct email to the zonal head of your area and inform him/her about your predicament, I'm sure something good will come out.

I think.... u get a fault phone.... when u buy a phone....
And electronice device when u repair then if u have 1 error after u can have an error different...

Asus zenfone 2 laser
valkyre said:
i think.... U get a fault phone.... When u buy a phone....
And electronice device when u repair then if u have 1 error after u can have an error different...
Click to expand...
Click to collapse
guys if you really want to use a nice zenfone..switch to cm13..coz it never gets messed up...i personally feel awesome after flashing cm13 and custom kernals.. AND HAVING ALL FACILITIES OF A ROOTED DEVICE..

I have a feeling they will sell very few of their premium priced ZF3's to anyone who has had experience with their customer service in the past.
When you could get a ZTE Axon 7 with a really good 2 year warranty for 400 USD, Asus doesn't have much to offer in my mind. They STILL haven't released MM for the first and most expensive Zenfone 2 models with Intel hardware.