I'd highly recommend not buying Sony phones, their support is the worst I've experienced. - HotUKDeals
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I'd highly recommend not buying Sony phones, their support is the worst I've experienced.

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I have recently sent my Z3 Compact in for the third time due to the screen popping issue and fourth overall as it had been sent in for GPS repairs. Originally the person on the live chat wasn't helpfu… Read More
deanlfc Avatar
9m, 3d agoPosted 9 months, 3 days ago
I have recently sent my Z3 Compact in for the third time due to the screen popping issue and fourth overall as it had been sent in for GPS repairs. Originally the person on the live chat wasn't helpful at all and I had to push to get escalated after he originally said he couldn't escalate the case, he acted more like a roadblock to my solution than a help.

A few days later I got an email from the escalations stating that I could exchange my Z3 Compact for a new one or upgrade to a Z3+ so I choose the upgrade and ring up to inform them. I was then emailed to put in a repair request and everything would be sorted.

The next day the phone was picked up and I thought I'd have my new phone within days as all they would have to do was go "Yep that's broke, send the new one" (the screen was very obviously falling out). Now 13 days later I finally received the phone. What I also found peculiar is that the tracking they gave me on the outbound journey said the phone was signed for on 7/09/2016 whereas they didn't say they'd receive it until the 13th!?

They've now sent me a Z3 Compact instead of Z3+ as they offered and I'd asked for so I've rang up and they've said that the escalations will contact me within two days.

So it's now been 18 days since I contacted Sony about the issue and it still isn't resolved, hopefully it's going to be sorted quickly when escalations are on it again but my hopes aren't high.
deanlfc Avatar
9m, 3d agoPosted 9 months, 3 days ago
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1 Like #1
Personally I love their tablets BUT, and it's a big but, I wouldn't buy one. simply because repair costs are so high. A lot of the time your average mobile phone insurance doesn't cover your tablets too. The cost for replacing a Sony screen on a tablet is pretty much the same as the cost of the tablet. For example, on a Z4 tablet, the new screen was £300 but a new tablet is £400ish.

It's similar with their phones but at least the insurance should cover them a bit more easily.
2 Likes #2
I had a similar issue with them this time last year on a Z1 compact repaired under warranty which had the self-cracking screen issue that plagued a lot of the phones. They repaired it with much fuss and sent it back but their courier lost it. The courier admitted it was lost after a couple of days but Sony took forever to send a replacement, taking almost two months to get it to me (and that was with me badgering escalations on an almost daily basis too). To be fair it was a Z3 they eventually sent and not a Z1 but not having the phone for a couple of months was a real pain.

It wasn't just the fact they I was without a phone for 2 months that annoyed me but also that it was so hard to get any information from them, and I had to constantly chase them. I did like the phones but the support was bad enough to have put me off ever buying from them again.
1 Like #3
When it comes to customer service Sony don't have a clue and never have, had.
I used to work at the edges of the broadcast TV business. Most kit was Sony, this is machines costing 40 grand and up, and even at that level their cs was terrible. Even if a new unit arrived none working they wouldn't replace it, only repair! and that took weeks.

I've never bought anything Sony since. . .
banned 1 Like #4
sorry but Samsung are even worse
#5
razorwire
I had a similar issue with them this time last year on a Z1 compact repaired under warranty which had the self-cracking screen issue that plagued a lot of the phones. They repaired it with much fuss and sent it back but their courier lost it. The courier admitted it was lost after a couple of days but Sony took forever to send a replacement, taking almost two months to get it to me (and that was with me badgering escalations on an almost daily basis too). To be fair it was a Z3 they eventually sent and not a Z1 but not having the phone for a couple of months was a real pain.

It wasn't just the fact they I was without a phone for 2 months that annoyed me but also that it was so hard to get any information from them, and I had to constantly chase them. I did like the phones but the support was bad enough to have put me off ever buying from them again.


I had this but it took me a year to get anywhere - never again! I liked the phone but not [i]that[i] much
#6
Took them 8 weeks to repair my Xperia Z would never buy Sony again
#7
spencer24
Took them 8 weeks to repair my Xperia Z would never buy Sony again


My experience of sony is completely different. I sent my z3 compact in to sony last year after a software update caused the phone to overheat and fry itself. Sony were excellent all the way through and I was given a brand new handset within ten days.
#8
I too had issues with the battery dying took 4 attempts to fix, they refused to replace it and insisted on repairs for the first three attempts, the fourth was a replacement, all through it i got very little info, staff seemed to give mixed info and i basically had to send it and wait. it was about 2-3 weeks per repair, around a total of 3 months to get a working phone.

Love my Z3c but the service I agree is the worst I have dealt with, with the exception of AMAZON high escalations management whom seem to have a God like complex, which is strange as standard CS is second to none.

Edited By: haritori on Sep 19, 2016 22:52
#9
Problem with escalations is they escalate you to the swings and roundabouts department who then redirect you to an escalator.
#10
I have the Sony Z3 compact, I find the screen too small, wish I had the Z3+ :(
#11
Finally received the correct phone yesterday
#12
Don't worry about the support, the phones themselves are pretty dire to begin with.

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