Sony Repair Service

mallory_knox

I purchased an upper-end MP3 player from Sony as an 18th birthday present for my son. I was lucky enough to get it via a contact who works for the company as staff sales, (unfortunately we are no longer in contact) and paid around 170.00 for it.
My son only had the player for around a month, and the headphone jack snapped off inside the player.
I called Sony to ask what to do about getting it repaired, as it was obviously under warranty.
They said that it sounded like accidental damage (ie son had done something to it) rather than a faulty product, and that it would cost me 75.00 to repair if that was the case. They also said that they would charge me 50.00 to even look at it, regardless of whether I had the repair carried out.
Does this sound fair? Ive written to Sony querying it, but they havent replied.
Would be interested in your opinions people?

intel

Thats very unfair indeed, Can you find the specs so you can carry out a self repair?
Or is it a sealed unit, no screws visible?

IvanOpinion

Sounds like a possible fault in the headphone jack - I have no idea how one of those would break ... even with significant force. Something I have seen someone do in the past to fix this (but they had nothing to lose) was to melt the end of a piece of solder and allow it to attach to the end of the broken bit and then pull it out using the solder.

However I see no reason why they should not fix this under warranty .. and provide a repaired set of headphones. How on earth did it happen?

Ivan

mallory_knox

From what I can gather, it happened after he had used a gadget that you plug into the mp3 that allows you to play it directly through your stereo (sorry not technically minded, dont know what its called)
Dont know whether this damaged the socket or not???
Its a sealed unit - you can see the end of the jack by squinting into it, but cant unscrew the casing or get into it.
Im a bit scared to start sticking solder into it, though its a good idea, in case I make things worse?????
Still no reply from Sony to my letter

Mallory

mallory_knox

The jack has snapped off in a rather significant place - if you look at the jack it is a gold colour, and has two green lines running round it. It has snapped off perfectly on one of those green lines???

Mallory

millie

I would not hold your breath waiting for a reply. I sent them a letter on 12th September, complaing about my television that had broken down 3 times with the same fault, it had been in repair for a total of 10 weeks and was only 8 months old. I asked them for a replacement. I received a reply off them last week thanking me for my letter dated 12 November, it took them 9 weeks to reply and then got the date wrong. They said that the guarantee only covered repairs not a replacement and so I had to put up with it.

Since my letter in September I sent a complaint to Sony via the How to Complain Web site, and I received a reply which has been followed up, I am now having a new television delivered on Friday. Without the How to Complain Website I would have got no where. They had already agreed to replace it before Sony s letter of last week was written. They obviously dont comunicate with each other.

How to Complain Website is http://www.howtocomplain.com/ and It worked for me.