Sony Mobile Repair Damaged In Transit

TVH_2

I sent in a Xperia Arc for repair to a hairline fracture in its housing as a result of a widely reported manufacturing defect on 19/01/13. It had been previously repaired under warranty a few months ago for the same fault. However, I then received a quote for a broken screen which Sony are claiming may have happened in transit and have told me to file a claim with Royal Mail. However, Royal Mail state that they may request the damaged item as well as the packaging in any claims that are made. Sony have now said they no longer possess the padded envelope I used to send the phone which reduces my chances of compensation from Royal Mail as I no-longer have proof that it was adequately packaged.

The response I received from Sony is as follows: We apologise but we only cover for loss with the handset and as the packaging was received not damaged we do not keep the envelope. The only options I could advise is to pay the quote or we can send the handset free back to you unrepaired.

However, in the original instructions I received before sending the handset in, Sony stated: 6. Retain the Proof of Postage until your handset has been returned to you. In the unlikely event that your parcel is damaged or lost by Royal Mail, this will be required for insurance purposes.

What can I do? I am expecting a call from a manager tomorrow

grumbler

Do you really think that a padded envelope is an adequate packaging for a smartphone with a big and fragile screen?

TVH_2

grumbler wrote: »

Do you really think that a padded envelope is an adequate packaging for a smartphone with a big and fragile screen?

Directly from Sony:

3. Place your mobile and the required accessories inside a padded envelope. Please do not send your SIM card or battery cover.

grumbler

If so, I would blame Sony, not RM.
In this case I don't see why it has to be the original padded envelope. They are all pretty much the same. If I were RM, for a padded envelope I would reject the claim because the packaging wasn't adequate. A padded envelope protects from scratches and slight impacts, but it provides no protections against static pressure.

TVH_2

Sony are refusing to accept any responsibility. They normally charge £10 to return the handset unrepaired and have only offered to waive this charge. All I can think of doing at this point is to request the damaged item back, file a claim with Royal Mail and if unsuccessful, send a letter of complaint to Sony.

chanz4

Its not sonys fault though

Littlestars_2

TVH wrote: »

Directly from Sony:

3. Place your mobile and the required accessories inside a padded envelope. Please do not send your SIM card or battery cover.

I recently sent my phone away to be fixed by my insurance and it said the same thing, however i put mines in a box with bubble wrap and then the phone inside a padded envelope in the box, as while it said that i didn't feel a padded envelope was enough protection for a phone thats going to be battered about getting delivered.

However i do feel you wouldn't win a royal mail claim as it would not have been packaged properly. It would be better to argue with sony why they state the envelope thing when its clearly not enough protection.

custardy

grumbler wrote: »

Do you really think that a padded envelope is an adequate packaging for a smartphone with a big and fragile screen?

you would be amazed how many do though
or simply drop them into a Special Delivery bag with no packaging

mattyprice4004

Common sense would dictate a jiffy bag is nowhere near enough protection for a mobile phone.

Rather than follow every instruction to the letter, next time it'd be worth thinking if a few bubbles will really protect a phone in transit.

I don't think you'll get anywhere with this, and it's certainly not Sony's fault.

mattyprice4004

custardy wrote: »

you would be amazed how many do though
or simply drop them into a Special Delivery bag with no packaging

I had a laptop sent to me wrapped JUST in brown paper. Beat that!

grumbler

chanz4 wrote: »

Its not sonys fault though

mattyprice4004 wrote: »

I don't think you'll get anywhere with this, and it's certainly not Sony's fault.

Why? Especially as it sounds like that they provided the envelope with instructions? If they think it wasn't their fault, they can sue RM, but are unlikely to win.