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sonyCustomerServiceSucks

I've got some Sony WH-1000XM3 headphones which are still within the warranty period, and both head band sliders broke under normal use in the same place.

I contacted Sony, told them what was wrong, sent them photos of the damage, and they told me to send them in. Then they tell me "they're damaged, damage is not covered". I know they're damaged, Sony knew that too before I sent them in, they saw photos of the damage. Why did I get asked to send them in when they already knew they were damaged! I've asked how they can be sure the damage was me and not caused by normal use, but they just repeatedly say "damage is not covered under warranty". They quoted me £100 to get them repaired, or £30 just to get them back, and said they wont even put the tape back on the sliders which was holding them together and allowing them to be used normally. I totally regret sending them in now.

I've got 2 friends with the same headphones and the exact same fault on both sliders, so after hearing that Sony wasn't going to repair them under warranty, I went to Google, and found a LOT of people have had the exact same problem with their headphones and the exact same lack of care and the same response from Sony. It seems that there's a very obvious design fault with these headphones, and instead of doing the honourable thing, Sony is just trying to make more money by repairing the headphones with the same parts that will no doubt break again.

Give me my headphones back Sony! Ideally after you've repaired them.

Here's just a few of the posts I found after only searching for a couple of minutes:

https://community.sony.co.uk/t5/portable-audio/wh-1000xm3-headband-strap-broken-under-normal-use/td-...
https://community.sony.co.uk/t5/portable-audio/wh-1000xm3/m-p/2646721
https://community.sony.ro/t5/portable-audio/wh-1000xm3-headband-cracked-while-stored-in-carrying-cas...
https://community.sony.co.uk/t5/portable-audio/wh-1000xm3-calls-not-working-and-heaband-broke/m-p/26...
https://us.community.sony.com/s/question/0D54O0000610NHWSA2/cracked-headband-on-wh1000xm3-headphones...
https://ap.community.sony.com/s/question/0D54O00006U0WjvSAF/wh1000xm3-broken-headband?language=en_US