topic Re: A bad experience with local supplier/support in Z Series

A bad experience with local supplier/support

ElEmam — Mon, 22 May 2017 17:49:52 GMT

Dear support team,

I'm really sad to write this but I have faced an extremely bad experience with support. I have purchased a Z5 and was really happy with its performance that I actually got 3 of my family to switch to z5 over the past months. All of this experience has changed when i needed support intervention. the phone was lightly exposed to water and afterwards the screen became very dark/dimmed... All phone functions are still working fine though. Support said that it is a misuse although it wasn't submerged in water and although the phone was generally used with a case and a screen protector and wasn't at all wrongfully used. The local supplier/support offered to fix it out of warranty for an amount that is larger than its original price and its current market price.

They have had the phone for 2 weeks and I have tried several escalations but in vain.

The warranty expires tomorrow and I'm writing this with the hope that there is something you can do to keep the loyality of a very good advocate for Sony.

Re: A bad experience with local supplier/support

ElEmam — Thu, 25 May 2017 19:50:22 GMT

It's been several days with no reply. Could you at least give me an escalation contact to report the bad experience i faced with sony agent/reseller support in Egypt "Rizkalla"?

Re: A bad experience with local supplier/support

Uliwooly — Thu, 25 May 2017 20:44:13 GMT

@ElEmam

I'm sorry to hear about your issue, but what do you mean by this:

@ElEmam wrote:
the phone was lightly exposed to water

Re: A bad experience with local supplier/support

ElEmam — Sat, 27 May 2017 10:25:41 GMT

@uliwooly

It wan't submerged in water, it was actually intentionally cleaned by a wet piece of cloth as it is an ip68 water resistant phone.

Local support actually didn't examine why the water leaked into the phone, they said the usb socket has a cut and may not be tottaly sealed.

My question is, even if usb socket has an internal crack that leaked water... Why would this be a misuse? If it has a problem due to repetitive charging it wouldn't still be a misuse.