Sony Xperia not waterproof as claimed - who is responsible?

EmBradley

I have a Sony Xperia Z3 Compact on a contract with O2. I have had the phone for over a year but had not tested it's 'waterproof' capabilities until yesterday.

The O2 website lists the Z3 Compact as...

'The Z3 is waterproof and dust tight. Add a new element to your photos, by taking pictures and videos underwater. The Xperia Z3 Compact has the highest waterproof rating of any smartphone and is water resistant up to 1.5m and can stay wet for 30 minutes. So it'll be fine if you get caught in the rain, and it's perfect for taking on holiday and capturing even more great memories, not only by the pool, but in the pool.'

I used my phone whilst in the pool taking photos above the water for 10 minutes or so and once it was half-submerged for 30 seconds. It continued functioning normally but later in the day the screen froze and it fails to charge.

I have contacted O2 who suggest sending it for repair but if the repair centre detect physical damage rather than a manufacturing fault I will be liable for any repair fees. Obviously there is physical water damage so chances are they will want to charge me. I have the option of having the phone returned unrepaired.

Any suggestions of where I go from here as surely the phone does not live up to Sony's claims?

Thanks

d123

The Sony website says:

**** In compliance with IP65 and IP68, the Xperia Z3 Compact is protected against the ingress of dust and is waterproof. Provided that all ports and covers are firmly closed, the phone is (i) dust tight and (ii) protected against low-pressure jets of water from all practicable directions in compliance with IP65; and/or (iii) can be kept under 1.5 m of fresh water for up to 30 minutes in compliance with IP68.

Can you show that you only used the phone with all ports and covers firmly closed?

Chino

d123 wrote: »

The Sony website says:

Of perhaps more relevance are the statements on Sony's website:

"With the highest waterproof rating*, the Xperia Z3 Compact can handle dips in the sink, calls in the rain and pictures in any weather." (http://www.sonymobile.com/global-en/products/phones/xperia-z3-compact/) - i.e. no mention of dipping in swimming pools.

and:

"You should not: put the device completely underwater; or expose it to seawater, salt water, chlorinated water or liquids such as drinks." (http://www.sonymobile.com/global-en/xperia/technologies/waterproof/)

It's only O2 that claims the phone can withstand being dipped in swimming pools (https://www.o2.co.uk/shop/phones/sony/xperia-z3-compact-refurb/#contractType=paymonthly).

d123

Chino wrote: »

Of perhaps more relevance are the statements on Sony's website:

"With the highest waterproof rating*, the Xperia Z3 Compact can handle dips in the sink, calls in the rain and pictures in any weather." (http://www.sonymobile.com/global-en/products/phones/xperia-z3-compact/) - i.e. no mention of dipping in swimming pools.

and:

"You should not: put the device completely underwater; or expose it to seawater, salt water, chlorinated water or liquids such as drinks." (http://www.sonymobile.com/global-en/xperia/technologies/waterproof/)

It's only O2 that claims the phone can withstand being dipped in swimming pools (https://www.o2.co.uk/shop/phones/sony/xperia-z3-compact-refurb/#contractType=paymonthly).

And as a follow on from your top link:

What this means for my device

Your device has an IP rating. This means that under a strictly controlled laboratory environment, the hardware works as designed even after being exposed to specific conditions.

Sony devices that are tested for their waterproof abilities are placed gently inside a container filled with tap water and lowered to a depth of 1.5 metres. After 30 minutes in the container, the device is gently taken out and its functions and features are tested.

Singing in the rain and watching movies in the tub

If you're at the dinner table and accidentally spill water all over your device, you don’t have to worry. Just allow the device to dry out completely.

Caught in the rain while waiting at the bus stop? Not a problem. Your Xperia device can handle raindrops falling on your head, as well as your screen.

Do you spend time relaxing at the tub after a hard day at work? Watch a movie on your Xperia device. Just make sure you don’t submerge your device in bath water and you wash off those soap suds when you're done.

But don’t forget the covers…
As well as making sure you familiarise yourself with your device, you must remember to firmly close all covers before exposing your device to water or dust. This includes the covers for the micro USB port, the SIM card slot and the memory card. Some of our devices have a capless waterproof micro USB port. In cases where such a device has been exposed to water, it’s important that the USB port is completely dry before a USB cable is inserted into it. To remove moisture from the USB port, shake your device several times with the USB port facing downwards and then use a micro-fibre cloth to wipe your device dry. Repeat the procedure until no moisture is visible in the USB port.

You should also make sure that no strands of hair or other small objects get caught between the covers when you close them. Not doing so may seriously damage your device.

The IP rating of your device was achieved in laboratory conditions in standby mode, so you should not use the device underwater, such as taking pictures. Do not use the device to take photos while performing any type of activity underwater, including diving or snorkeling

http://support.sonymobile.com/global-en/dm/waterproof/

EmBradley

Thank you for your help guys. So basically O2 are making claims that just aren't true of the device. The phrasing of use 'in the pool' is ambiguous, but surely 'taking photos and videos underwater' totally contradicts Sony's instructions.

I will get O2 to take a look at their repair centre and if they say I'm liable then I will take it further along the lines of trade descriptions.

Emily

Lokolo

I have the same phone and I have managed to take pictures and videos under water for a number of minutes. Without repercussions.

d123

Lokolo wrote: »

I have the same phone and I have managed to take pictures and videos under water for a number of minutes. Without repercussions.

I think all the covers and ports being completely sealed is the important issue that could make a difference to how the phone reacts to immersion.