Sony Xperia - unable to repair phones under warranty or provide replacements

jayskull

Hi All

I wanted to ask for your help with an issue I am told by Sony is a wider consumer facing problem, and also ask if others have the same issue.

I have my Xperia XZ1 under warranty but it has now been over 6 weeks and Sony have not been able to fix it or send me a replacement due to issues with their own processes. I have been chasing them constantly and just want to get a working phone after spending £400 on it and having it break twice in 6 months. Can anyone advise on my rights here as they keep saying my complaint is logged and not answering my questions on compensation or being sent a replacement phone.

Below are the details of how I have had a broken phone for over 40 days and Sony have not been able to repair it. A warning to any one looking to buy a Sony phone.

*On 19th April I sent my phone to the Sony Xperia to be repaired as it was no longer charging. I had the same issue in February and they fixed in 1 week and returned it. In both cases I filled out their online form to log the repair request and get a reference to send to them.
*On April 25th the phone was sent back to me, apparently repaired again. It seems nothing was actually done, as it had the same amount of charge as when I sent for repair and still could not charge.
*I contacted Sony via phone to express my frustration. They sent me to the same page again to request a return, and this is where the trouble really started as I was not able to submit the completed form, instead getting a vague error message and being told to try again later. I did, and it did not work.
*On April 26th I contacted Sony and pointed out the issue on the phone. The support person also tried to complete the form on my behalf but had the same issue so logged the complaint. I was told someone would call me due to my complaint about the form and the lack of repair in the first place. No call came as promised within 48 hours.
*I then spent weeks chasing Sony up 2-3 times a week on the phone to ask for a solution. I was always told the issue was logged and someone would contact me within 48 hours. No one ever called me.
*On May 16th I complained to their Twitter account and got a reply the following day, someone called me back but they were still not able to provide any update on the form or getting my phone fixed, saying I would get a call back on Monday 20th. I again heard nothing.
*I again asked their Twitter account for help on Tuesday May 21st and only after this public complaint did I get a call back. On this call I was told the issue with the form was wider facing and preventing anyone from being able to send their phones to Sony for repair. I was told I would be updated when there was news, I pushed for an actual date to know if this meant a day, week or another month and they would not confirm any actual time period.
*During these last few calls I have asked how to escalate my complaint, and get a replacement phone. I have been told each time the complain is escalated and nothing else can be done.

DoaM

Who did you buy it from? (Your consumer rights are against the seller, not Sony ... unless you bought direct from Sony).

What have they said? Do they even know about the fault?

How old is the phone? (i.e.when did you buy it)

BoGoF

When did you buy the phone?

jayskull

I bought it on Amazon in November 2018 brand new

The first time it broke in Feb the Sony return information said they ran diagnostics and tightened up a screw. This time I got the same response but they do not seem to have actually done anything. It is almost like their system said this phone had been repaired before and bypassed any fixing and stated the same thing, as it was returned in the exact same state as sent to them. As they never fixed it and cannot process a return to be fixed they cannot update me.

So sold by Amazon but the phone is serviced by Sony, and the paperwork with the phone is all in Sony's name.

BoGoF

Bought from Amazon or Amazon Marketplace?

Your consumer rights are with whoever sold you the phone. Warranty rights with manufacturer. With something as new as that you should have went down the consumer rights route.

peachyprice

Their customer service is shoddy to say the least.

I had a problem with them and Paypal a few months back, I've only just got it sorted, they were hiding behind forms that don't work and changing claim numbers to disguise dates claims were made. I had to resort to threatening s.75 and small claims court, I did eventually get a refund but they didn't give in easily,

Good luck, I feel your pain.

jayskull

Bought from Amazon direct (not market place)
Its confusing, maybe i should also contact Amazon then?

jayskull

So have you also had months where the forms you need to complete do not work? It seems insane they can get away with different form types not working for so many people.

I am starting to write to consumer press advisors such as The Guardian Consumer Champion writers.

jayskull

peachyprice wrote: »

Their customer service is shoddy to say the least.

I had a problem with them and Paypal a few months back, I've only just got it sorted, they were hiding behind forms that don't work and changing claim numbers to disguise dates claims were made. I had to resort to threatening s.75 and small claims court, I did eventually get a refund but they didn't give in easily,

Good luck, I feel your pain.

So have you also had months where the forms you need to complete do not work? It seems insane they can get away with different form types not working for so many people.

I am starting to write to consumer press advisors such as The Guardian Consumer Champion writers.

BoGoF

No point writing to anyone about your consumer rights when you haven't yet tried to exercise rights. As was said in the first reply you have no consumer rights with Sony but Amazon. Warranty rights are down to Sony and their conditions. You should have went straight to Amazon .

peachyprice

jayskull wrote: »

So have you also had months where the forms you need to complete do not work? It seems insane they can get away with different form types not working for so many people.

I am starting to write to consumer press advisors such as The Guardian Consumer Champion writers.

Yes, i did. Repair forms you fill in that then say repair isn't available in the UK. Forms for a return that was only for a repair, then a replacement, when I was entitled to a refund as the phone failed within 30 days. They completely contradicted their own T&C's.