Sent faulty phone for repair, no idea how long it's going to take

Sam001

I bought a Sony Xperia Z directly off SonyMobile early July this year. After about 5 weeks use I noticed the back was starting to come unglued and after searching Google, it seems others have had the same issue. I contacted Sony customer services who arranged for it to be sent in for repair.

Customer service said the repair and return would take approx. 5-7 working days which I thought would be fine. The confirmation e-mail I received when they received the phone said 5-7 working days for repair and return or longer depending on the initial inspection or delays getting parts.

I sent it in on the 14th and they received it on the 16th. So it's now been 7 working days and so far I've not even had an update. The initial return e-mail did included a link to check the status which I first checked 3 days ago and every day I've checked it, it's said the same thing: "with repair engineer".

I've just contacted Sony Support again to find out when I'm likely to get the phone back and their response was:

Amy: Sorry to keep you waiting. At the moment the handset is still currently being repaired. I do apologise if there has been a delay and this is outside of the 5-7 working day turnaround. Our turnaround time is an average guide that we try our best to work towards. It is an estimated turnaround time and is not a guarantee as there can always be delays/complications. I am sorry I don't have any further information regarding your handset but I can assure you we will work to turn the repair round as quickly as possible.

Amy: As soon as the handset has been repaired and dispatched you will receive a confirmation email with tracking details.

Me: Do you have any idea how long it's likely to be?

Amy: I couldn't say unfortunately as we don't have any further information. I do apologise, but we do aim to have the handset repaired as soon as possible.

I understand that the initial times quoted were approximate but it's been longer than that now as they included the return time and they can't even tell me how long it's likely to be. What should I do as the repair time is now completely unknown and I need a mobile.

Any help would be greatly appreciated.

deanos

get a cheap 2nd hand phone , i have one in my drawer as a backup