Problems with Sony and Xperia Z3+

slasherx2

Hi people,

I'm not sure if this is the right place, so my apologies if it's not.

I've recently (August) purchased the Xperia Z3+ direct from Sony for £499.

About 2 weeks ago I was trying to film my girlfriends switch on for her cochlear implant (hearing device, she's not been able to hear since she was 2 years old, so it's quite a moment to want to keep).

Unfortunately about 7 minutes into the recording, I get a warning message that the phone is getting hot and would close the camera app.

It wouldn't start back up again.

I tried again later just recording random things and changed the quality to the lowest possible settings and the same thing happened.

I did a bit of research and found that it is a common problem with this model of phone.

Sony have since pushed a software update, which I installed, but it failed causing me to have to do a repair and wipe all my data (I had everything I needed backed up but that's not the point).

I did a repair and it seemed to be ok, again until recording 10 minutes of video, where I got the same error message. Not impressed.

Went onto Sony's live chat support, to be advised to do a repair, so I've since done 2 repairs and have the same problem still.

Now this phone is less than 3 months old. I've had a bad experience with their repair center (my Z1 still hasn't been repaired to a proper standard despite being back and forth at least 4 times).

I've asked for a refund, but they are refusing. I've offered to pay extra to get a different model, since this model is clearly defective (check Sony's own forums), but they won't do that either.

I've read somewhere I have to let them "repair" it once, and I can then demand that the repair is unsatisfactory (you can't fix this problem without changing the processor chip to something completely different, or throttling it, which would then make the phone not as described anyway) and demand a refund.

Is this correct?

Are there any other steps I should take?

Would you take this case to court and if so how should I go about it?

Sorry for the long post but I'm really £$!!%^ off with Sony

CWork

What repair have you carried out? Have these voided your warranty at all?

Best bet would be to keep at Sony - yes I think you will have more power if they take it back for a repair and you are still seeing the problem occurring.

slasherx2

Thanks for the reply. The repair they recommended is a software repair with their own PC Companion software. They recommended it so I doubt it will have voided warranty.

CWork

Oh ok great - I was picturing you opening up the device Definitely won't have affected the warranty then.

Best to keep at Sony then. See if they will take it in for a repair and then if you still get the issue you might have more leverage to get a new handset. Could be a long battle though. I wonder if it might be better for you to look at selling your handset and buying another if this is an established issue you really can't live with?

slasherx2

Well, they still won't budge so I've taken to Twitter and Facebook and I'm running into the same problems. Once I tell them the problem and what I want them to do, they either ignore me or say I need to send it in.

JJ_Egan

Your repair is just reflashing the firmware and will not affect warranty .

You either send it in or write to them stating your case under the sale of goods act . Write as in recorded delivery .
They then have the option to repair replace or refund .You have not given them the repair option and until you do they will ignore you .

keith1950

Book a repair via their website and send it in for repair. It will be away about a week.

You must give them the opportunity to check the phone and evaluate possible remedies Until you do this you will get nowhere with them

I found their repair process to be quick and efficient, I did all contact online so didn't need to speak to anyone.

slasherx2

I've filed a paypal claim, let's see where that goes