Xperia Warranty on SP phone (i get rejected for repair when it's suddenly no charge or turn on)

[JakeGSD]

I really want to know what's the warranty on this phone - if a mainboard get damaged all suddenly, Xperia Care simply will say we can't fix it ? and will category as "physcial damaged"  as i experiences through Xperia Care services through email??

i started this RMA processes about 1 week ago

I sent in the phone for support ( while still on Warranty ) on this SP model similar issue as you guys. And i  simply got a return package with a we can't repair it due to mainboard issue. I tried to email Xperia Care after saw the phone got returned without fixed, and in the reply back it was stated that the phone got physical damaged. When i never drop, no crack screen, no water damaged, not even open it. Even their techication verified that the phone wasn't open or water damaged or drop when i first shipped to them. ( how do i know, because they sent back the report and marked on paper)

Move away from Sony, i am serious or soon or later this will happen to you. First is their Vaio laptop and soon or later it will be their Mobile Xperia phone if they don't get their act straight. There are plenty others brand that we can buy. Gossh, i am very upset how they're treating a loyal customer like me.

email with Cust Rep --- 2 days ago

" Thank you for contacting Sony Xperia™ Online Support.

Regarding your inquiry we are sorry to hear the inconvenience with your device. In this case it seems like the technicians at the repair facility inspected the phone and determined the cause to be physical damage. Mainboard physical damage it is beyond economical repair, therefore not covered under warranty."

[JakeGSD]

People,  

Xperia care is a joke. I sent in the phone for support ( while still on Warranty ) on this SP model similar issue as you guys. And i  simply got a return package with a we can't repair it due to mainboard issue. I tried to email Xperia Care after saw the phone got returned without fixed, and in the reply back it was stated that the phone got physical damaged. When i never drop, no crack screen, no water damaged, not even open it. Even their techication verified that the phone wasn't open or water damaged or drop when i first shipped to them. ( how do i know, because they sent back the report and marked on paper)

Move away from Sony, i am serious or soon or later this will happen to you. First is their Vaio laptop and soon or later it will be their Mobile Xperia phone if they don't get their act straight. There are plenty others brand that we can buy. Gossh, i am very upset how they're treating a loyal customer like me.

email with Cust Rep ---

" Thank you for contacting Sony Xperia™ Online Support.

Regarding your inquiry we are sorry to hear the inconvenience with your device. In this case it seems like the technicians at the repair facility inspected the phone and determined the cause to be physical damage. Mainboard physical damage it is beyond economical repair, therefore not covered under warranty."

[Uliwooly]

Sorry to hear that but you have to contact them back, if the motherboard its broken there's nothing you can do other than replace it

http://www.sonymobile.com/global-en/support/contact-us/

[JakeGSD]

thank you, 

that's why i sent in the phone to service because i can't do anything, but  one week later Sony send back the phone to me because they can't fix the motherboard issue. I just don't get why they're not replace or replace another one to me while i am under their 1yr warranty. It's just very wrong.

[Uliwooly]

What if you contact them again, and request to speak with a supervisor or someone in charge of the whole area/region?

[JakeGSD]

i am, i am actually chating with them online right now. They're still reject me with their reasoning, I am asking for the Supervisor and i am getting a run around game

Chat log

Agent Rafael: Ok in this particular case if the phone was not fixable and you didn't receive a replacement phone is because the damages in the main board are not cover in the warranty of the phone. We really apologize for the issues that this may cause.
Kevin Diep: so basically there wasn't any warranty because mainboard is the critical part of the phone
Kevin Diep: if the main board are not cover than our consumer are pretty much eat up the cost of a non working phone
Kevin Diep: i have this phone under a year and now i don't have a phone to use,
Kevin Diep: is there something you guys can do to help me ?
Kevin Diep: hello ?
Agent Rafael: Ok in this case is not a manufacture issues, those are damages that are not cover by the warranty due to the fact that the warranty only covers manufactories defects, is not going to cover physical, damage or water damage, or corrosion in the main board.
Agent Rafael: Unfortunately if the phone was returned as a non fixable phone and a replacement phone was not sent to you, is because is not cover by the warranty, once again we apologize for the issues that this may cause.
Kevin Diep: what's prove that my phone is not manufactures defects ?
Kevin Diep: the phone didn't have physical damaged as pictured nor water damaged or corrosion ....then steps did you guy take to proving the phone is not a manufacture issue ?
Agent Rafael: Once again sir if the phone was returned as a non fixable is because the damages in the main board are not covered by the warranty, there is no reason for us to send you the phone back if we can fix it.
Kevin Diep: can i talk to you Supervisor Rafael
Kevin Diep: your
Kevin Diep: i am not intend to send the phone back, i need a solution for my phone. please transfer me to your Supervisor Rafael
Agent Rafael: Ok in this case I'll be more than glad to have my supervisor calling you, at the moment is not available if you can provided me with your phone number he is going to be more than happy to contact you as soon that he is available.
Kevin Diep: can you provide his name and phone number ?
Kevin Diep: i'll contact him personal

still waiting for them to provide me the name n number,, i i don't think they will give it to me..

[Elmo5]

Curiously, JakeGSD, which country are you from?

I don't know what Sony wants to achieve by this kind of consumer policy. Bugs are not taken care of, warranty does not cover hardware problems. What else is there to it?

You are aware that warranty is manufacturer's volunteer service. What matters is the consumer protection law which states that the product should not break in normal use for the expected life span of the product. If you are still on the warranty period, no doubt the life span is not over.

Consumer protection law excludes abuse, of course, and I think that's where your opinions do not meet. But I think the manufacturer should prove the misuse. "Mechanical issue" is not the main thing but what has caused it.

If you can't proceed with Sony Service, why don't you contact the consumer prottection office and have the phone checked by a professional inspector. If you are right and have not abused the phone, Sony will pay all the costs and get even worse reputation. 

This is a long process, but I think it should be started, just to teach the manufacturers the basics of customer service, ie. business.

Please keep us updated.

[JakeGSD]

Thanks for the info Elmo5, that's the direction i will be heading if Sony doesn't resolve this issue adequately. I live in California, US.

I finally got a phone call from one of the Sup and he'll follow up this issue with the technician about the condition of the phone when he received and was it physcial abused or damaged. He promised to get back with me by Tuesday next week. I told the Sup that i have the paper ( report ) from the technician sent back to me and it clearly not marked in the following box ( Corrsosion, Tampered Unit, LCD broken, Excessive dust, Physical abuse, Active moisture indicator, Corrupted Software, Data of Purchase/Manufacture Expired.)  It was marked as Other, and i read to him the Technical Comments: " Unfortunately the device cannot be repaired, it presents a damaged into the Mainboard and we cannot repair it". This aboviusly show that the mainboard damaged and it would cost too much to repair and they're not willing to cover this cost... so, i'll wait to see what's the answer they're giving me on Tuesday.

[Elmo5]

Well, they have an option to replace the phone if it's not worth fixing. In no circumstance should the customer be responsible for the expenses if it broke in normal use.

[JakeGSD]

Here is the update guys,

Spoke with the supervisor on Thur night Oct 23 (i am not put the name on here yet), got promised to get back with me on Tuesday Oct 28. Wed and Thursday passed no voicemail or missed call. So i decided to called in on Thur night, got with a Rep and i asked for the Sup name so i can follow up with the status. The answer i got from the Rep is the Supervisor didn'tt recall the talked with me and he would be too busy to talk with me right now. So, guess what the issue didn't get resolved and still i am chasing around for their wonderful support. Anyway, i asked the Rep to have the Sup call me back when he's available. So today is Sat already and i still no call. i can't belived this Sony..