Xperia Z - micro USB port weak point

[Becky]

The micro USB port on my z has stopped receiving charge and won't even allow the charger to be plugged into it any more.

The port is uniform in shape which doesn't allow you to know which way round to plug the charger, so you have to guess. Guessing places stress on the pins inside the port. In my case, they seem to have suffered because of this (imho) design fault. USBs can only be inserted one way round, so the user needs to know which way to insert it.

I am wondering if this will be a common weak spot on these phones once they have been in circulation a while?

[bridget_morran_]

I wish you good luck! it seems the number of people who have the problem is growing. I was lucky and I hope you get this sorted without any expense of your part.

[bridget_morran_]

if it's less than 28 days, the have to replace it without asking any questions.

it's sorted for me personally - I got a replacement phone - but I agree that action should be taken. so if you want to collect signatures/start a petition, I am with you.

Must say that I never had problems with Sony before - ad practically all my mobiles were from Sony/SE.

[libra771]

Hi

Was that with O2 or another provider?  O2 have informed me they only offer 14 days not 28 days.  As we had to send it back to O2 (on their advice), wait for the Jiffy bag, post and then few days for them to inspect and return to us we are now over the 28 days if this needed to be returned to Sony now.

I have seen threads on this issue on most of the phone providers forums.  Many unhappy people out there and understandably so.  The design of this port is awful.  I have had many phones over the years and it has always been clear which way the charger should connect.  My iPhone for example, you cannot connect the charger the wrong way around.  I had an issue with it once with overheatiing.  Rang Apple, they booked me a slot at my nearest store and they replaced it no fuss, no hassle and with a smile.  So far not getting this service from Sony.  Couldn't even speak to a manager which is poor.  Apparently will be getting a call back tomorrow but we'll see.  I'll update with any news I get, if they do ring me back.

[bridget_morran_]

no, I am with dial-a-phone (vodafone) and I really can't fault them at all. they replcaed it twice - once after 2 days and once after 10 weeks. they were very clear about 28 days and I assumed that this is law. I also got a return envelope fully paid for (guaranteed 24 hour delivery. I think I was very lucky.

I absolutely agree that the design of the port is flawed and should be recalled so it can be fixed. I have bought a charging dock now and I'd recommend everyone get one. It's just so much better - don't have to open the port at all.

Dial-a-phone also offered me a Samsung S3, Sony Xperia T or HTC? (the windows phone) instead of the Z. However, I really love this phone, so I stuck with it (charging dock).

I am surprised at Sony - called them before and they were quite helpful but it was SE at the time.....

[MartynS]

Becky,

Also had exactly the same problem with my 3 month old phone, no joy at all from phones 4u, tweeted about it and was advised by Sony to send it to SBE for investigation and repair.  Suprise, suprise, got a letter today stating that is it BER (Beyond Economic Repair).  Had an online chat with a rep and after some discussion, my issues are being escalated, I am waiting for a call tomorrow.

Agree with all that has been said, it is a very poor design compared to others such as Apple and HTC, not at all what you expect from a brand such as Sony.  Maybe the phone should be shipped with the charging dock to stop any problems occuring?

Will update you as things progress.

[lcsantini]

Hi Jeff,

I gave an Xperia Z to my wife and she loved it (altough it deserves a better battery).

We live in Brazil but I travel a lot to the US so I got the unlocked international version through Amazon.

A week ago, after almost 7 months of use the micro USB connector "disappeared". It was "swallowed" by the USB cable and it is still attached to it.

First of all, whether if it is used by other products or not, it is bad design... It allows you to do something you shouldn't and very easily... But, my wife didn't force the port or anything else. It started to feel loosen and then simply pop out with the cable.

In US, I called the Xperia support. 52 minutes on the phone. First thing they say is that this is not covered by the warranty. Which means regular use of inserting and removing the cable is something I would do to damage the phone... Nonsense...

Still.... Let's say she forced the cable one day, it got weak and then it broke.

The first attendant said it would cost 185 US dollars and the phone should be shipped to a place in Texas for repair. I don't think it is fair, but to solve the problem, let's pay this...

While she was asking for my data, she inquired her supervisor. Another attendant enters and says that there is no repair to this.

Basically she said, after 6 months you should just throw you Xperia Z at the trash bin because it is unrepairable. Just because you "abused" by charging and recharging everyday.

No warranty, nothing.

I asked to talk to her supervisor. He was in another call. I told I could wait. She said if he couldn't talk he would call me back. Waited for 15 minutes. And after that no one ever called me back.

So...

In your opinion, what can REALLY be done in this case, since the call I gave was the worse example of technical support I ever saw in my life and something I would never expect from Sony?

[alanchang]

All of sudden, I cannot plug in my micro USB cable. 

After googling, I think I have the same problem and will have to bring in to service center tonight.

Felt sad that a great product now plague by this design flaw.

As someone said, it should be a recall and fixed.

[Chil]

I would like to thank everyone on this thread for sharing.

I was about to order a SIM free Xperia Z on the Sonymobile site, checking out reviews on the phone I found a link to this thread and having read of your appalling experiences I have changed my mind.

The one response from Sony in this thread is mealy mouthed and not at all helpful to their customers, the fact they use same micro USB connector on their other devices does not mean there is not a fundamental design problem with it as fitted to the Xperia Z.

As a heavy business user I have used many phones from Nokia, Blackberry and HTC having micro USB charging ports, it has always been clear which way round to plug in the charging lead and on their phones it's physically impossible to do otherwise.

I recently fell victim to Sony sending out a faulty firmware update to my DVD/HDD video recorder making ALL such Sony devices in the UK lock-up in update mode rendering them unusable! The response from Sony was abysmal taking way to long to respond and to get it sorted. I have always loved Sony devices but it now seems they are placing drive for profit ahead of customer service, all very sad.

Hopefully if enough people post their experiences on forums such as this it may get Sony to wake up to the fact that they have a serious problem. Until such time I will remain a customer that is lost to them, so where to go next Samsung S4 or iPhone?

[Becky]

A good choice in not buying it. I like the phone, but knowing I have it for another year and 7 months, I find it stressful charging it as remain worried the port will break again. I try and use the dock I bought seperately as much as possible, but it isn't always with me.

I wouldn't buy another Sony phone again after hearing how Sony is treating other customers with their broken USB ports even though I was dealt with satisfactorily.

[ChannyS]

Hi all,

I've got the same issue with my Sony Xperia Z. The pin in the USB port broke off and is stuck in the actual charger. This is definitely a design flow as I've never had this happen with any of my phones.

Daily charging of a phone is expected so the pin should be designed to withstand daily insertion/removal of the charger.

I will contact Sony and see what their response is, hopefully they will send me a replacement phone.

Channy