faulty phone - won't repair? Updated

Fosterdog

chickaroonee wrote: »

The woman I spoke to even said she thought it probably wasn't my fault but as I couldn't prove otherwise - tough.

This bit is completely wrong, as it is less than six months since purchase it is up to them to prove that you have misused it not for you to prove you haven't.

It would be worth keeping all contact to writing or email from now on so if they continue to say things like that you will have evidence if you sue them for the repair, a new phone or the monetary value.

chickaroonee

thank you. I suppose she was saying sony says it isn't a manufacturer fault too so that is in their favour. Hopefully I shall have more answers soon.

chickaroonee

Update - please help!

I'm getting concerned now, the company are ignoring me. It is actually a company called SBE who it looks like they've contracted out to?

I had a letter a few days later stating they wanted £14.40 to return my phone and that I had 90 days to reply or they will destroy the phone. I called and was on hold for 20 mins at a cost of ten pence a min, I left a message and no one called me back.

I then emailed a letter of complaint (using the email address on the letter) on Monday and this too has been ignored. I've googled the company and it seems they have a lot of people who are unhappy.

What do I do now?

chickaroonee

Can anyone help? I have no idea what to do and their google reviews are alarming.

chickaroonee

I've sent a letter of complaint to sony - but they seem to be ignoring that too.

I'm running out of ideas now!

susancs

chickaroonee wrote: »

I've sent a letter of complaint to sony - but they seem to be ignoring that too.

I'm running out of ideas now!

I wonder if it is a sudden death software issue? Do not know about your particular make but my daughter has a Samsung Galaxy 4 that just died and would not charge. After googling found it was a fault with some phones that had the older software, rang Samsung to say I thought the phone had this fault and they sent a Jiffy bag for it and it was sent back repaired, however the front section of the phone had to be replaced as it comes in a unit. It was all done for free with the new software update. I did read that at first Samsung tried to deny there was an inbuilt software fault but had to recognise it after numerous complaints. If you google Sony experion sudden death you may get more information as to whether there is a problem to back up any complaint you have or information on fixes.

chickaroonee

Thanks for the reply. To be honest, I can't get any response at all now and it seems they are just holding on to my phone and ignoring me unless I pay to have it back. Am not sure what next steps are..thought sony would respond to a letter but not as yet!

susancs

I just had a quick google and on the Sony offical forum it seems this sudden death is a fault with the Xperia Z. I know others believe in posting a letter to the company, however I have found if I have a serious issue an email to the CEO usually gets a quick response (not from them but from a person assigned to it). It seems the email for the CEO (UK) is [EMAIL="Christopher.bowden@eu.sony.com"]Christopher.bowden@eu.sony.com[/EMAIL]. I would point out that you had your phone for 6 weeks when it developed the "sudden death bug" and returned it to them in the expectation that as it is a fault that many have experienced as per the large official Sony xperion forum discussion at http://talk.sonymobile.com/t5/Xperia-Z-ZL-ZR/Xperia-Z-dead/td-p/293767 that it would be fixed and returned within a reasonable timescale of 7 days and to date you have been without the phone for x days, plus after nurmerious calls have been told it can't be repaired and received a demand for £14.99 to send the faulty phone back. State that you are very disappointed in their service and expect the phone to be repaired so that the sudden death bug issues are resolved fully or a fully working replacement sent within the next seven days.

If you can find this info on the official forum then also point the CEO to the official apology on the matter.
http://cmvlive.com/technology/gadgets/sony-apologises-for-sudden-death-bug-affecting-xperia-z

A post on the official sony mobile facebook site may also get results. Put a comment below the advert for the phone and the lack of service back up on a recognised sudden death fault. They will probably remove it, but keep posting and send a private msg as well.
https://www.facebook.com/sonymobileuk

Hope you get it sorted and please update us.

chickaroonee

thanks that is really helpful. I will definitely post on their facebook page and contact their ceo as well. I'm not sure it is a sudden death thing though, it's definitely the charging point that is at fault, I could see that myself when I had it.

zaax

Pay the £14.40 to get the phone back. Then send the supplier a letter before action.