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Help: phone broke and saif to be unrepairable under the manufacturers warranty
I brought the new Sony Ericsson Vivaz two months ago and thought it was the best phone in the world until... all the problems started.
The battery life was rubbish and it would just turn off without any warning [battery icon showing full when in fact it was flat 5 mins later]. 9 times out of 10 it would charge but that odd 1 time it would not. I just thought it was me until i plugged it in and it wouldnt acknowledge the charger anymore.
I contacted phones 4 u, where i got it from. They sent it for repair and returned it saying it was unrepairable and was casued due to misuse of the internal parts! i felt that this was not an acceptable response.
I contacted sony ericsson and explained all this, sent it to them and again they said it was unrepairable under the manufacturers warranty and to see the warranty for further clarrification. My interpretations of the warranty is below highlighted in red.
_____________________
Our warranty
Subject to the conditions of this Limited Warranty, Sony Ericsson warrants this Product to be free from defects in design, material
and workmanship at the time of its original purchase by a consumer. This Limited Warranty will last for a period of two (2) years as from the original date of purchase of the Product for your mobile phone, and for a period of one (1) year following the original purchase date of the Product for all original accessories (such as the battery, charger or handsfree kit) which may be delivered with your mobile phone. [only had the phone for 2 months, problems occured from day one with it not charging each time it was connected (charging only 9 out of the 10 times)]
Sony Ericsson Conditions
1. This Limited Warranty is valid only if the original proof of purchase for this Product issued by a Sony Ericsson authorised dealer specifying the date of purchase and serial number**, is presented with the Product to be repaired or replaced. Sony Ericsson reserves the right to refuse warranty service if this information has been removed or changed after the original purchase of the Product from the dealer. [Sent proof of purchase with the phone for repair]
3. This warranty does not cover any failure of the Product due to normal wear and tear, or due to misuse, including but not limited to use in other than the normal and customary manner, in accordance with the Sony Ericsson instructions for use and maintenance of the Product. Nor does this warranty cover any failure of the Product due to accident, software or hardware modification or adjustment, acts of God or damage resulting from liquid. [with regards to wear and tear of the charging port - this can not be counted as wear and tear as a product should be guaranteed to last more than 60 days - this should be a guarantee of good workmanship and manufacture. All Sony Ericsson instructions were followed with regards to charging the phone as it states.
The battery life was rubbish and it would just turn off without any warning [battery icon showing full when in fact it was flat 5 mins later]. 9 times out of 10 it would charge but that odd 1 time it would not. I just thought it was me until i plugged it in and it wouldnt acknowledge the charger anymore.
I contacted phones 4 u, where i got it from. They sent it for repair and returned it saying it was unrepairable and was casued due to misuse of the internal parts! i felt that this was not an acceptable response.
I contacted sony ericsson and explained all this, sent it to them and again they said it was unrepairable under the manufacturers warranty and to see the warranty for further clarrification. My interpretations of the warranty is below highlighted in red.
_____________________
Our warranty
Subject to the conditions of this Limited Warranty, Sony Ericsson warrants this Product to be free from defects in design, material
and workmanship at the time of its original purchase by a consumer. This Limited Warranty will last for a period of two (2) years as from the original date of purchase of the Product for your mobile phone, and for a period of one (1) year following the original purchase date of the Product for all original accessories (such as the battery, charger or handsfree kit) which may be delivered with your mobile phone. [only had the phone for 2 months, problems occured from day one with it not charging each time it was connected (charging only 9 out of the 10 times)]
Sony Ericsson Conditions
1. This Limited Warranty is valid only if the original proof of purchase for this Product issued by a Sony Ericsson authorised dealer specifying the date of purchase and serial number**, is presented with the Product to be repaired or replaced. Sony Ericsson reserves the right to refuse warranty service if this information has been removed or changed after the original purchase of the Product from the dealer. [Sent proof of purchase with the phone for repair]
3. This warranty does not cover any failure of the Product due to normal wear and tear, or due to misuse, including but not limited to use in other than the normal and customary manner, in accordance with the Sony Ericsson instructions for use and maintenance of the Product. Nor does this warranty cover any failure of the Product due to accident, software or hardware modification or adjustment, acts of God or damage resulting from liquid. [with regards to wear and tear of the charging port - this can not be counted as wear and tear as a product should be guaranteed to last more than 60 days - this should be a guarantee of good workmanship and manufacture. All Sony Ericsson instructions were followed with regards to charging the phone as it states.
A rechargeable battery can be charged and discharged more than a hundred times. However, it will eventually wear out – this is not a defect and corresponds to normal wear and tear. When the talk-time or standby time is noticeably shorter, it is time to replace the battery. Sony Ericsson recommends that you use only batteries and chargers approved by Sony Ericsson. [if a battery can be charged for more than 100 times you would also expect the phone charger port to be able to withstand this amount of usage. it should also withstand the amount of usage needed for this model due to the poor battery life.]
___________________________
taken from sony ericssons warranty information
So i'm a bit stuck as i dont have phone insurance and am waiting for them to return a phone that i cant use. What can i do now?
Please help!!!!!!!!
___________________________
taken from sony ericssons warranty information
So i'm a bit stuck as i dont have phone insurance and am waiting for them to return a phone that i cant use. What can i do now?
Please help!!!!!!!!
0
Comments
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What do you mean you bought the handset - purchased it outright PAYG or got it free or for a modest cost on contract? When you say contacted have you written to the complaints department or just phoned customer service?Declutterbug-in-progress.⭐️⭐️⭐️ ⭐️⭐️0
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Currently having the same problem with getting my phone repaired.
My phone is a different Model but same make. But the same faulty.
It is a common fault with charger block on Sony Ericsson Phones.
I have sent the phone to be repaired with o2 who my contract is with and they returned the phone claiming I had damaged the phone by excess force the phoned even though the fault is internal and the external condition of is near mint condition - not a scratch on it.
I have phone costumer services a few time and I have been told the phone is repairable and that it is common fault. I have ask how it was a warrant issue if it is common fault. They are unable to answer me.
The Carphone Warehouse will repair phones not purchased from them free of charge is still in warrant. It was suggested by o2 costumer service that I take my phone there. But Carphone Warehouse requires proof of purchase with the phone imei on it, as they charge the manufacture for repair. My phone Contract does not have a the phones imei and o2 will not provide me with a copy of an invoice / receipt or proof of purchase with the phones imei on it. So not sure what to do next. Any ideas?
If you have proof of purchase I would recommend taking your phone to the carphone warehouse and see what they can do.0 -
Currently having the same problem with getting my phone repaired.
My phone is a different Model but same make. But the same faulty.
It is a common fault with charger block on Sony Ericsson Phones.
I have sent the phone to be repaired with o2 who my contract is with and they returned the phone claiming I had damaged the phone by excess force the phoned even though the fault is internal and the external condition of is near mint condition - not a scratch on it.
I have phone costumer services a few time and I have been told the phone is repairable and that it is common fault. I have ask how it was a warrant issue if it is common fault. They are unable to answer me.
The Carphone Warehouse will repair phones not purchased from them free of charge is still in warrant. It was suggested by o2 costumer service that I take my phone there. But Carphone Warehouse requires proof of purchase with the phone imei on it, as they charge the manufacture for repair. My phone Contract does not have a the phones imei and o2 will not provide me with a copy of an invoice / receipt or proof of purchase with the phones imei on it. So not sure what to do next. Any ideas?
If you have proof of purchase I would recommend taking your phone to the carphone warehouse and see what they can do.
We (CPW) sometimes dont need Proof of purchase if u get a person who knows the other ways of checking the warranty period of a handset, but if you get a new member then they WILL need proof0 -
We (CPW) sometimes dont need Proof of purchase if u get a person who knows the other ways of checking the warranty period of a handset, but if you get a new member then they WILL need proof
I have been in a CPW store twice and spoke to two different staff I have also phoned the CPW costumer service. Even though I have contract which has my make and model of phone on and a repair receipt (from o2 when looked at my phone but didn't repair) which has the phone Imei and say the phone is in warranty on it. They won't repair my phone without the original receipt / invoice / proof purchase. Which I have never received form o2 and it is prove hard to get anything of them now.
Please could you tell me the other way of checking the phone is in warranty?0 -
I have been in a CPW store twice and spoke to two different staff I have also phoned the CPW costumer service. Even though I have contract which has my make and model of phone on and a repair receipt (from o2 when looked at my phone but didn't repair) which has the phone Imei and say the phone is in warranty on it. They won't repair my phone without the original receipt / invoice / proof purchase. Which I have never received form o2 and it is prove hard to get anything of them now.
Please could you tell me the other way of checking the phone is in warranty?
certain phones have a code on them which we can put into our repair system which will bring up the Manufacting Date ie the date the phone was made, thus if its not more then 2 years, its in warranty
EDIT: the contract should be enough as well as its have date of purchase and imei0
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