topic Re: M5 died help in M Series

M5 died help

Fatx — Mon, 22 Feb 2016 22:26:52 GMT

I've had my xperia m5 for less than 24 hours and it has suddenly died, like seriously dead. Doesn't show any lights or react to charging or buttons...nada. I live in Nigeria, my husband bought it on transit at dubai airport for $500, I've got the receipt, box, EVERYTHING!! But I don't know where to take it for repairs or replacement. Do I need to go back to dubai for answers? This is so disappointing, currently using s6 edge and was looking forward to being a Sony convert....

Re: M5 died help

Uliwooly — Mon, 22 Feb 2016 22:35:49 GMT

@Fatx

Since the phone was bought at Dubai, you should contact that Sony repair center >>> Local support

Why don't you try this, connect the phone to a wall charger > press and hold the power button for 10 seconds > let it charge for 2 - 3 hours > report back.

Re: M5 died help

Fatx — Tue, 23 Feb 2016 15:47:05 GMT

Thanks for your reply, tried your suggestion and unfortunately still nothing. Problem is I live in Nigeria and going to dubai just for this is kinda inconvenient and expensive... how do I get in touch with them so I can get a written confirmation that it wouldn't be a wasted trip? Also can I give someone travelling there all the deets to get sorted? Ps I'm heavily pregnant as well and I should deserve certain concessions right? Btw really disappointed Sony hasn't even acknowledged this.

Re: M5 died help

Uliwooly — Tue, 23 Feb 2016 22:04:48 GMT

@Fatx

I'm sorry to hear that, this is a user based forum, this is all the info I have >>> Local support

Re: M5 died help

Fatx — Wed, 24 Feb 2016 19:07:31 GMT

You have now been connected to an agent.
Robert: Hi Fatima, thank you for contacting Sony Xperia UK Chat Support. My name is Robert, please could I take your full name and email address?
Fatima : Fatima bako
Fatima :
Robert: Thank you for providing me with this information, Please could you confirm which model of phone you have and which network it is on?
Robert: Thank you for providing me with this information, with regards to the query you posted I am sorry to hear that Fatima. I would suggest pressing and holding both the power key and volume up button at the same time for 15seconds.
Fatima : Xperia m5. Currently in Nigeria using glo...
Fatima : Tried that. No response
Robert: Have you been able to try a different charger?
Fatima : No. Didn't want to cause any problems, though I tried the sony charger on my s6 edge and it worked
Fatima : So eliminated faulty charger
Robert: I would suggest to try pressing and holding the small 'off' button located in the SIM port.
Fatima : Okay, would you like me to do it now?
Robert: If you can.
Fatima : Just tried it, 20 seconds. .. nada
Robert: Can you please try connecting it to a charger?
Fatima : Okay, done
Fatima : Connected to my s6 edge charger
Robert: Does the LED come on?
Fatima : Nope
Robert: If that is the case I would suggest contacting your point of sale.
Fatima : So I have to buy a ticket from Nigeria to dubai duty-free for assistance?
Robert: The only other solution I can think of involves a computer or laptop, however since the charging LED does not come on it may not work.
Robert: I'd recommend that you try repairing the software on your handset to see if this helps. Do you have PC Companion installed on your PC?
Fatima : I have the mac bridge.... tried the repair option.... nada
Robert: If that is the case you may need to send the device in for repair.
Robert: I would suggest contacting your local support.
Robert: You can find contact info here: http://www.sonymobile.com/global-en/support/contact-us/contact-info/
Fatima : There's no local support in Nigeria that's why I'm using the UK support
Fatima : There's no local support in Nigeria that's why I'm using the UK support
Fatima : Why would I have to repair a brand new phone?
Robert: The reason I have suggested this is because you are unable to contact your point of sale.
Robert: Please be aware that this chat will disconnect within 5 minutes if we do not hear from you.
Fatima : I have the receipt and everything. After shelling out the money to buy it, I'd think Sony being an international company could make it a bit easier to correct this problem
Fatima : Replacement or refund even. I was looking forward to being a Sony convert. This is really shocking
Robert: I am sorry that you feel that way Fatima.
Robert: However the warranty is region based.
Robert: I would suggest getting in contact with the email address below.
Robert: questions.eg@support.sonymobile.com
Robert: This is the email for your closest support.
Fatima : Thank you Robert, I know there's only so much you can do. I'll call the sony stand at dubai airport. I'll find a way to get it to them cos I'm heavily pregnant and it's not an option for me
Fatima : Hope this won't be my last Sony
Robert: I do apologise for any inconvenience caused but I do hope you get everything sorted out.
Robert: Thank you for using the Sony Xperia Chat Support today. Have a nice day

Re: M5 died help

Fatx — Wed, 24 Feb 2016 19:11:17 GMT

Total exercise in futility. On a separate note, Mistakenly left my details on the post and dunno how to delete it.

Re: M5 died help

Berfo — Fri, 23 Nov 2018 21:51:47 GMT

Same story my m5 died suddenly, non of the buttons work. No think response. Just a red light. How did you fix? Thanks.