Official service problems.

Mozgan — Thu, 20 Nov 2014 07:37:19 GMT

Hey there, guys.

I'm from St.Petersburg, Russia.

I accidentally broke me Z1 Compact two weeks ago, Just flipped it from the table, while turning off the alarm clock.

As a fan of the Sony (almost 10 years of using SE, T610 for the win!), I always seek quality service, so i went directly to official service, listed on Sony's page, to get proper repairs. Here's where the fun starts.

Official serviceman took my phone into service, but told me, that even though it will be refurbished with official parts, the phone will no longer be waterproof. When i asked why, he told me, that equipment, needed for such repairs can only be found in Moscow, but they send phones there ONLY if it is a guarantee case. This means that i lose qualities (e.g. money paid for those qualities) of my phone, because official service can't do their job properly. Yes, i understand that it's not a guarantee case, but I'm ready to pay money to do proper repairs. It's like if i take my car to the repairs at dealer, and after repairs it lost the ability to turn headlights on, cause "we don't know how to do it".

This freaked me out, so i left the phone there for repairs, but decided to double check this matter in Sony's Russian support. They tossed me around like a ping-pong, but eventually left me with:

even though it's an official service - they're not sure that repairs will be done using official repair parts
they evaded the questions about waterproof, throwing at me random phrases like "deal with our official service, not us".

So, here are my questions:

How come official service incompetent? Waterproofing is quite an easy tech, how come you at Sony don't check if your official representatives can do it or not? (By the way, 2 weeks have passed, phone still in repairs).
Where can I send my complains about that case? There's 5 million people living in my town. You can repair **bleep** iPhones in more than 5 official services across the town, but you can't get a proper Xperia repair here? Since there is no response from local service, where can i find global contacts, informing them about this, surely harming company's reputation, case?

I really love Xperias, but such things make me wonder. I was thinking about purchasing Z3 compact, but what's the deal if in case of screen cracking your phone turns into pumpkin due to lack of quality service?

Re: Official service problems.

Thommo — Thu, 20 Nov 2014 08:27:37 GMT

We are a user support forum so in circumstances like this you need to contact Xperia care http://support.sonymobile.com/global-en/contactUs/

Re: Official service problems.

Mozgan — Tue, 25 Nov 2014 15:34:25 GMT

Tried addressing russian support already.

You think trying UK or french support is worth a shot?

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Official service problems.

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Re: Official service problems.