Sonymobile Reviews 76

After sales support of shocking enough not to buy a Sony phone.

Sony will receive your phone for free, but if you don't like their quote, charge you £20.54 for a quote for repair. They will also repair what they see fit, and not what you ask for. For example, I asked for a battery repair, and this came to £142, which is obviously extortionate, because they insisted that they needed to repair the rest of the phone (which I didn't want doing).

They even refuse to supply genuine sony parts to make a repair yourself, or to take it to someone else for repair. In my opinion, you're better off going to another manufacturer who will supply you the parts to save you being ripped off, as everyone knows batteries have a finite life, and need to be replaced, so getting away with charging £142 every two years is daylight robbery, and people shouldn't put up with it!

I recently purchased a Sony Xperia z5 compact from the store.I am very unhappy with the customer service in regards to the promotional offer going on the website.
The offer is to buy a smart band along with z5 compact. I was unable to buy because of out of stock and I raised it with the customer just after placing the order.
I again called the customer service when the band came back again in stock.

It took 5 days for customer service to resolve the issue and they came back with a suggestion of returning the product as they will not be able to give the promotion.

The promotion does not have any condition of until stocks last ( the reason i was told for not sending it to me).

Currently the website say "coming soon" for the SWR band.

One of the major reason of purchase was the promotional offer, and if sony cannot deliver any offer please dont put it on your website.

Also I havent emailed me with details I have asked for from the customer service representative.

A very unhappy customer,
Akansh

Xperia CARE???
Xperia Z1 phone had stopped holding charge so I asked them if they would replace the battery under warranty
1) They insist that you send the phone in to them for "evaluation" to decide if the issue was covered under warranty or requires a paid-for repair
2) If they deem it not to be a warranty repair they fix a price. If you decide not to have their specified repair completed, they will charge you to return the phone (or keep it themselves).
3) They do not offer simple menu pricing - making it impossible to make an economic decision ahead of any "evaluation"
4) After taking a leap of faith and submitting the phone for repair, they deemed that the "issue is not due to defects in design, materials or workmanship" and that "damage has occurred". Really – damage to the INTERNAL battery in a sealed phone that shows no sign of external damage – how so? Against my better judgement, I decided to pay for the battery replacement, rather than pay for the return of an under-performing phone.
5) The phone came back with an OLDER version of firmware than it had when sent in. And worse, the version was locked and could not be upgraded to current. They had also missed some additional repair requests to replace the headphine jack and one of the waterproof covers.
6) Sony eventually sent me a replacement phone - exact same issue regarding the firmware. The repair center had a process that was loading the wrong firmware image after repair, though they would not acknowledge this.
7) After some time with Google, I figured out a method to re-flash the phone myself over USB.

Xperia Care (?) team don't seem to realise they are up against competitors like Apple, with simple menu pricing and a walk-in face-to-face service that gets your phone repaired and running within 1-hour,
Who would opt for weeks of wrangling with faceless people who have zero interest in customer satisfaciton.

In my experience, Sony phones are fantastic. After sales service is shocking and a reason NOT to buy

I purchased a Sony Xperia Z3 via Tmobile in November 2014. I also purchased the Sony extended warranty to cover the phone further and guard against accidental damage. From the time I purchased the phone until now, I have had problems. At first, I wasn't getting text messages. I had to restart the phone when I realized that I had gone some extended time without receiving any text messages or phone calls. This is unusual for me due to my profession. I decided to restart the phone. Sure enough, I received a multitude of texts that I had not received for a 4 day period. This issue continued to occur on a regular basis. Fast forward to March 2016. The phone has almost become a brick! The screen does not respond to touch anymore. The phone rings and I can't see who's calling nor am I able to answer. I called Sony and they gave me the run around for more than an hour. I was transferred 4 times to 5 different representatives. Each of them looked up my purchase and stated that I was out of warranty. Each time, I had to tell them that I had an extended warranty plan. Each time, they finally acknowledged this fact. Each time, the rep stated that they could not locate the model number! I told them that it was an Xperia Z3 D6616. Still, they couldn't locate the model! Finally, the last rep stated that he did see the model when I told him to Google it! The rep went on to state that Sony would not repair the phone. Instead, Sony would issue a "buyout" of the phone. I guess they have a fee schedule of what they will pay for based on the model. In any event, the rep issued a reference number. He asked me to submit a proof of purchase. Funny, they see that the phone was purchased and that the factory warranty had expired. But they couldn't see the purchase nor the purchase of the extended warranty! What a joke! I can't believe Sony has fallen this far. Too bad they are destroying what was once a proud and reputable organization.

I've been Sony's loyal customer for years and spent thousands of euros on their products, I can only say that I am really disappointed in Sony Xperia Z1 Compact and their claim to be waterproof, I even bought dock very first day so seals would not get damaged and that they are properly sealed. Yesterday I finally decided to take few pictures underwater in pool and after like 10 min's (in that 10 min's phone was underwater around 10 times for 5-15 sec each, depth was maybe 40 cm tops) the screen started flickering and the phone restarted by itself, I dried it out but the next morning phone was dead. I am really careful with my stuff/technology, if this happened to me i wonder what would happen when ordinary user without dock dips it into water. Same thing happened to my friend with Xperia Z3 Compact, he's IT guy so he is extra careful with his stuff too, obviously this phones aren't as waterproof as Sony claims. This was the last cent Sony got from me (and my friends probably), I know I learned my lesson.

me tablet z2 sefcak i the thatstation only 36h after i beyet.

dount bey sony tablet
bad screen

I have had to send in my mobile phone for a repair as the glass is apparently too weak for normal use! To make this short and sweet, their customer support are not able to give any help or information relevant to how long the repair would take, if and how much it would cost, what work is being carried out, etc. To make matters worse I got an email that just said: "Unfortunately, the repair of your device has been delayed."

NOTHING else. The customer 'care' agents also do not seem to care that I am upset and keep trying to fob me off.

I would like to share my experience with anyone who reads my review. In march 2014 I bought myself a Sony Xperia Z Ultra, the phone was brand new with a (1 year warranty). The phone was always looked after very well and was never dropped. Now people have had the same problem but not everyone which is that the screen randomly cracks, yep without self inflicted damage. Now this caused my phones digitiser not to work so I was stuck with a phone that I could not use. So I phoned Sony customer care and was waiting to get through to a person for 45 minutes!! When got through there was a lack of communication coming from this person. He explained that it is very unlikely for a phone to randomly crack and he was arguing with me, so I demanded for it to get looked at etc... Sent my phone of the next day with the box and all accessories, Royal Mail 1st class recorded delivery... didnt get a response back till two weeks! The response was a letter saying in other words it was your fault you have to pay £158 pound to get it repaired, another £13 pound to send it back to you, dont get back to us in 90 days we will economically destroy your phone. So I was so annoyed phoned them up and they said that this was done by either dropped or sitting on, when i can can assure you that that has never happend. So I was not going to pay silly money for something that was not my fault and so I paid money for my own phone to get sent back to me, which is weird i paid £5.80 to get my phone sent to them and I had to pay £13 pound for my phone to get sent back. A week later I got my phone back, the box I gave them was not there, nor my charger or my headphones. But worst of all my phone was more cracked than it was before! I am disgusted with Sony and I have nothing more else to say. I am using a Samsung S5 at this present time and have had no problems at all.

Not good at all bad phones

Just had the best experience ever - on the chat with Ali - quick response - and what seemed to be quite complecated - Ali solved in 2 minutes .
Super proffesional and kind !!

Thanks Ali - Your company should be proud !!

Kind regards Tina

I've owned a range of mobiles from a range of manufacturers in the past but for the last 6 years or so I've loyaly stuck to ericssons. I'm a pay as you go kinda guy and I generally spend up to 100 on a phone but as the technology advances and the functionality of the product increases the price does too. This is fair enough though. Last year I spent 170 on a refurbished Xperia P. I don't know if I'd recommend buying refurbished however as I've had some problems with connectivity and wireless.
I was told it would be repaired for free as it's under warranty but being the idiot I am, I misplaced the reciept.
Back to the point I was making, sony make good phones in general and at a substantially reduced rate when compaired to the iPhone.

Go and buy one. New.

=) =) =) =) =) =) =) =)

I am not able to charge my 2 years old W760i because the loading port is loose. When I have asked SE'e productsupport how to find spare parts and have my SE 760i repaired I get no answer! Possible SE do not have spare parts to SE 760i although it is still part of thier active product-line.

Jeg kan ikke oplade min 2 år gamle W760i fordi opladningsporten er gået løs. (Produktgarantien på 2 år er desværre lige netop overskredet ;-). Når jeg spørger SE's produktsupport om hvordan jeg kan finde reservedele og få min W760i repareret, så får jeg ingen svar. Måske SE slet ikke har nogen reservedele?