Sony Poor Customer Service & Failture to Honour Warranty Z3
By Angela Horvath | 17 Dec 2015
So, I have had the worst experience of my life with SONY. I want to share with you all my experience, to help keep everyone informed of their services. I purchased a Sony Xperia Z3. After purchasing it I noticed it was extremely slippery and was constantly sliding off of flat surfaces. The surfaces were anywhere - counter, table, desktop, side arm of my couch, pocket, night stand. Luckily for me my phone did not break the several times it slid off these surfaces; until one day, my phone was on the desk at my work and it slid off to it's final day. It landed on the front of the screen and cracked it (I was not touching my phone when this happened). I contacted Sony customer services to see if they could repair the phone, and mentioned (as I noticed SEVERAL) complaints online that it is a defect of the glass which causes it to slide off of surfaces. The customer service representative stated "yes, you can send it in and it will be covered under warranty." He sent me shipping labels to my email address, and all was great. So, off I sent my phone. A week and a half later I get an email from the Sony Repair Centre stating: we have determined your phone repair costs will be $225.00. Should you wish to not pay this, you will be charged a $25 dollar diagnostic fee. The diagnostics was that the screen was cracked. Which was already reported to them prior to sending them my phone when they stated they would cover the cost. Barry contacted Sony, he spent over two hours on the phone speaking to several customer service representatives and a couple of managers. The final manager (Annie) indicated that she herself had the Xperia Z5 and experienced the exact same issue, and agreed that the phone was slippery. She stated she would waive the $25 diagnostic fee, by sending the request to the repair centre. A few days later I recieved an email from the repair centre stating "we have not heard from you with regards to covering the cost of the phone." I then contacted Sony and they stated there was nothing on my file to indicate the fee was to be waived. I spent over an hour with an agent who wanted to tell me I was a liar, indicating I was telling him my phone "jumped off the table." Indicating it was "impossible." I expressed to the agent that I did not deserve his ridicule, and that I had several witnesses to prove that my phone has slid off of flat surfaces without anyone stadning near the surfaces it was on. That the phone was not virbrating causing it to slide off of the table. I was sent to another manager (Frances) I was informed by him that I could contact "corporate Sony by calling them." So I contact the number he provided which was supposed to be for "Corporate Sony." Here I find out when someone answers the phone on the other line that it is an agent from the repair centre - not corporate. She informed me that the person I spoke to gave me false information. She validated and confirme verbally that this is a common complaint of their devices (having no slip guard and sliding off services). She indicated she agreed that it is a defect of the phone, and escalated me to her supervisor. Her supervisor came on the phone and indicated to me that they could not note on my file that my complaint is a common complaint of other customers...gee I wonder why...perhaps because they do not want to take responsibility for the defective glass on the phone/coating on the glass. She shared with me that the manager I spoke to on the phone (Frances) could not have been a managers, as she stated that Sony can infact send her an email stating "treat it under warranty." So I contacted the number back she provided me - which was back to the same office I spoke to the first two times. She stated there was no other coporate number - the number the repair centre provided me was the number, and the staff were capable of supporting my case. So I contacted them back, and I requested to be escalated back to Frances - as the supervisor from the repair centre advised me to do. Frances indicated he was in fact the manager, and could do nothing to assist me. He indicated the only thing he could do was escalate to me another manager. I accepted this at a loss of words for the services I was providing, and attempting to have my complaint resolved. I get a phone call back 48 hours later, from Annie. The manager who originally told my husband that they would send an email to the repair centre telling them to waive the diagnostic fee. She informs me when she contacts me back that this request is no longer available, and they will not waive the $25 dollar diagnostic fee. She proceeded to yell at me and over talk me when speaking, and refused to accept my response to her commnication. Interestingly, as a frustrated customer (extremely frustrated) I was able to keep my cool and speak in a calm and respectful manner. I let her know I refused to pay for the $25 dollar diagnostic fee, and informed her that I felt it was only fair to educate the public of how they do not honour their warranty when there is a clear and stated defect of their devices - which has been reported by several other people online. What I have understood of this experience is that Sony refused to honour their warranty and take responsibility for the defects of their product.