topic No response from support. Sony has been one of my worst tech experiences. in XPERIA archive

So far, Repair Support will kill me.

Mistabeak — Sat, 25 Apr 2015 17:04:38 GMT

My Z3 had to be sent in for assessment for manufacturer defect. Initially Sony said I would have to pay for the shipping. Eventually they agreed to pay. Probably because other people have had the problem of the SIM card flap not closing.

I felt a little better, until finding the shipping labels they sent me were for ground shipping. So I shipped with Purolator by ground on April 11/15. Purolator told me it should arrive by the 16th. Today, April 25, I call Sony support and they tell me there is no record of receiving it. So blood pressure goes up a notch. The agent then suggests she will look a little deeper and puts me on hold. Support management should try listening to their background music . Static,cuts in and out. Guaranteed to raise the pressure another notch. Agent comes back and with a gee whiz yes we did receive it on the 17th. Dead air. "Well what is the result? "

"Oh, well we don't have the status." And on and on about how many business days etc.

"Well can you call me, notify me, e-mail me when you know the status?"

"No you will have to call back next week"

Why can't you notify me?"

"We are not set up for notifications"

Guess where the blood pressure is going. I work in construction, ten hour days, and I don't HAVE a phone to call back about the status during my half hour lunch break. And it takes a half hour just to make one of these annoying support calls. This was not the first call I've made. After the annoying announcements, push this for that and this for that; and then to get someone who speaks poorly it is just a really poor system.

What more BS can I expect. Another two to three weeks before if and when I get a phone back? More six day ground shipping?

Call this a decent warranty?

Re: So far, Repair Support will kill me.

Thommo — Sat, 25 Apr 2015 17:46:23 GMT

We are a user based and ran support forum so I'm afraid to say there is nothing we are able to do to expedite this issue or have it come to a conclusion

No response from support. Sony has been one of my worst tech experiences.

Mistabeak — Thu, 30 Apr 2015 02:49:38 GMT

I have sent two emails to questions.ca@support.sonymobile.com regarding the status of my phone repair and they have not answered. I shipped my defective Z3 April 11 and they have had my phone since April 17th and I have no idea of it's status. I called them several days ago and they told me they received the phone I shipped back to them but have no idea what the status of the phone is. All the Happy Happy marketing...The Sony Experience. What a crock. My $600 experience has been nothing but crap.

Re: No response from support. Sony has been one of my worst tech experiences.

Phy — Thu, 30 Apr 2015 03:50:48 GMT

Try Contacting your local Sony Xperia Support.
http://support.sonymobile.com/global-en/contactUs/

Re: No response from support. Sony has been one of my worst tech experiences.

Phy — Thu, 30 Apr 2015 03:51:19 GMT

You can also try to call them instead of emailing them.

Re: No response from support. Sony has been one of my worst tech experiences.

Mistabeak — Thu, 30 Apr 2015 12:34:05 GMT

I don't have a phone to call them. I also work ten hours a day where there is no phone. And I'm fresh out of pigeons. How about they just repond to the Emails.

Re: No response from support. Sony has been one of my worst tech experiences.

Sam — Fri, 01 May 2015 00:59:10 GMT

Hi Mistabeak, Sorry to hear about this. However I can not find any emails in the system since Jan under your details. Can you please PM me the SR Number and contact email address you sued for this so I can get it escalated for you?

Edit - Sorry I have located the case and it appears you received a response yesterday regarding this.

"We apologize for the delay in this response. In regards to your inquiry, The unit was received on Apr 17 2015. There is a turn around time of 14 business days and the unit is currently on working progress."

Re: No response from support. Sony has been one of my worst tech experiences.

Mistabeak — Fri, 01 May 2015 03:06:42 GMT

No I did not recieve a response yesterday. What was the nature of this response? Did you call my phone number which I can't answer since I don't have a phone. HOW ABOUT RESPONDING TO EMAIL! Since you have emailed me before saying you have recieved my requests and this is your ticket number. Interresting that you initially say we have no record of your emails then OOOps they're they are. Very broken system. Now you are saying it might be a couple of weeks before even looking at the phone? So just how big is this pile of defective phones do you have?

Re: No response from support. Sony has been one of my worst tech experiences.

Sam — Fri, 01 May 2015 03:15:07 GMT

I'm sorry for the confusion but there is more than one record of you in the system and your contacts with the Xperia care team in your region are spit between these. The response was included in my previous post::

""We apologize for the delay in this response. In regards to your inquiry, The unit was received on Apr 17 2015. There is a turn around time of 14 business days and the unit is currently on working progress.""

Re: No response from support. Sony has been one of my worst tech experiences.

Mistabeak — Sun, 10 May 2015 00:38:36 GMT

I sent the phone across Canada and it was 16 days later they sent me a phone message that it would not be covered by the warranty. A whol;e other story of all the BS in between to find out the status of my phone. The message states I will have to pay for repair. " I have to pay for repair for a seal that never would close? !!!!! The unit has been fine otherwise but the flap covering the sim slot would never seat. Search the forum and you will pothers with the same problem.

Still I have no phone and continue to pay for my cell service. Please anyone who is dealing with this rip - off warranty please contact me at and maybe we can do a class action. I never settle for being ripped of.

Sony Support and Repair Service is beyond incompetent.

Mistabeak — Tue, 12 May 2015 03:24:49 GMT

Surely some moderator of the " Isn't Sony Wonderful" propoganda will attach this to my previous threads but I can't seem to find my previous threads easily on the Sony Wonderful Forum.

So... my phone's SIM card slot Flap Seal has never ( repeat NEVER since new) closed/sealed. Sent in for wartranty repair April 11th. They after to many calls acknowledge they received it April 17. Whole other story of incompetence and system failure. Anyhow it gets to the stage where I get message on my home phone that the flap is not covered under warranty and I owe a fee. I call the repair center this morning and they can find no record of my phone. I give the agent my RMA number and she can find no reference so she asks for my IMIE number. How many of us have our IMIE number in our back pocket? I ask if she can cross reference my phone number where the repair facility left me a message. No we can't do that Sir. But you want me to pull a IMIE number out of my hat? She puts me on hold again after a total of 40 minutes of wasted bull the call is dropped. And this is on a land line. So I come home tonight and call support. Another 40 minutes of blather and " It seems we have your E-mail wrong" Really? but you sent me an email before. ????? "We will put this case on a Escalation " Yeah well you told me the Escalation word before also. " Comes with a 24 to 48 hour response." Oh yeah. I might believe you if you have the E-mail right this time.''

And then when we get on the subject of sim card flaps not sealing the agent says "well I've heard of the USB cover not sealing but not the SIM card flap."

Really? do a search on the forum or the Net on the flap not sealing. I pay $600 for a phone and the teeny weenie rubber flap won't clic shut and it's my fault? I have since found where it's described how to fix the problem with a nail file. I'm a cartpenter and wished I'd seen that solution before ever becoming involved with Sony Repair or Support. I've paid a month of cell service for nothing and suffered such a level of customer disrespect I say NEVER SONY AGAIN. Just give me my phone back Sony, I'll repair it.

Re: Sony Support and Repair Service is beyond incompetent.

Uliwooly — Tue, 12 May 2015 03:26:13 GMT

@Mistabeak

Just click on your profile

http://talk.sonymobile.com/t5/user/viewprofilepage/user-id/53506

Re: Sony Support and Repair Service is beyond incompetent.

Uliwooly — Tue, 12 May 2015 03:30:57 GMT

@Mistabeak

I'm sorry about your situation but keep in mind that this is a user based forum, you have to contact your local Xperia Care

http://support.sonymobile.com/global-en/contactUs/

Re: Sony Support and Repair Service is beyond incompetent.

Mistabeak — Tue, 12 May 2015 04:09:07 GMT

Support Care is a Joke. Yes a User based Forum that needs to be aware of of what they have bought into. A manufacturer that as spent millions marketing but little on it's support or any recalls I can find. Anyone out there who really feels ripped off on this product can contact me. Se3e what kind of numbers show up and we can go from there.

Re: Sony Support and Repair Service is beyond incompetent.

Uliwooly — Tue, 12 May 2015 04:26:07 GMT

@Mistabeak

Sorry to hear that.

Re: Sony Support and Repair Service is beyond incompetent.

Mistabeak — Wed, 13 May 2015 02:23:13 GMT

Interesting. The moderator pulls my E-mail address from my previous thread.. Reckon I'll have to make my complaints known on other Cell phone forums. I'll start with GSM Arena tonight. Tomorrow reddit

Re: Sony Support and Repair Service is beyond incompetent.

_alexdon_ — Wed, 13 May 2015 04:23:20 GMT

Personal information is not allowed here. You can read that in the forum rules: Discussion guidelines

Re: Sony Support and Repair Service is beyond incompetent.

Mistabeak — Fri, 15 May 2015 03:13:08 GMT

So Gandolf....One cannot post their E-mail address? Was this your conundrum? I was asking if other owners of Z3c felt ripped off and I was offering a link to hive. How Un Gandolf. You are the Sony Gandolf?

Re: Sony Support and Repair Service is beyond incompetent.

Jake-SonyXperia — Fri, 15 May 2015 03:32:35 GMT

Hi Mistabeak,

I am sorry to hear about the issues you have had with support, I have double checked and can see that the Support Team within your region have emailed you as of today 15/ 05 /2015. we do suggest that you contact them directly if you require more information regarding its contents.

We do ask that you please follow the Discussion Guide lines as advised by Alexdon, Please refer to the section Respect is Key,

Respect is the name of the game. You must respect your fellow members. Please refrain from inflammatory and defamatory comments as well as flaming, taunting and general disrespect.

Re: So far, Repair Support will kill me.

Mistabeak — Wed, 20 May 2015 03:33:19 GMT

Latest Update. Sony e-mails me they are sending a package back to me via Purolator. I don't kow what is in this package. No info. Just Purolator and a tracking number. Is it a repaired phone or what? They don't say.

So today Purolator leaves mne a telephone voice message saying they have a delivery for me but do not have an address that makes sense. Actually they have only half the numbers of my house address. This Purolator depot is about 50 miles away from my house. Unbelievable the ineptuitude of Sony Service Canada. Shipped this phone from my home April 11. Over a monthg now. Will it make it here and repaired? Haven't a clue but I wouldn't lay money on it as to the experience so far.