Customer Service is everything - I wont be buying Sony again

[Richard_H1]

I really like my Z3 Mobile but "after sales" service is everything and when you have a problem (or two problems) with your phone and the best that can be done is send it away for up to 2 weeks with no replacement and no option to go into a service centre then its not good enough.

im afraid i will look at changing to a Google Nexus Phone where my son had exceptional service on his when it went wrong. These days not everyone can be without their mobile for 2 weeks !! I was going to order a Z4 Tablet in a few days when they come out but thats not happening now either 😞

Starting to wish i hadnt changed from Apple - a simple trip to the store with the issues i am having would have resulted ina  replacement phone (as has happened before) I cant manage without one so will have to buy a new phone (not Sony obviously), then send this one back and sell it on after it is fixed.

Gutted but should have done more research first i suppose.

[Thommo]

If you bought your phone from a network then they usually provide a standby device while yours is repaired however I can't speak for Sony so don't know how they work if going direct to them

[Richard_H1]

Thanks for the reply, i bought it from a Sony dealer on Amazon who have referred me to Sony (i guess the same as though i had bought it ditrect from them)

My sons Google Nexus 5 went wrong so they sent him a new phone and a bag to send his off to them, a few weeks later they told him his was faulty (he had even rooted it!!) and he could keep the replacement. his phone was 18 months old - THAT is customer service.

[Lord_viridis]

The Nexus 5 isn't even 18 months old now tho?

[Richard_H1]

Ok its not far off - my Z3 is only 3 months old and it wont recover from a 3g loss and the magnetic charger port has come apart !!

My point is i cant be without my phone for 2 weeks so maybe i should have based my new phone research on the companies that will give me a replacement rather than sending it away for 2 weeks. My son persuaded me to leave Apple, i have regeretted it every day since to be honest.

[Lord_viridis]

So send it for repair?
I would

However, I wouldn't be in too much of a rush to run back onto apples open arms.
Its quite a step down once used to 1080p and 3gb ram.

[Richard_H1]

yes i will just cant be without a phone for work so will need to buy a temporary phone to use in the meantime, i would have though Sony would have had a stock of refurbished Z3's by now to send out to replace warranty repairs - this is what Google do and they might get my business as a result in the future.

[JakeSully]

Look repair varries some take aprox 2 weeks for repair but your kind of problem will probably take 1-2 days for repair and then it shall be back in your hands again my z3 was recently sent to repair due to back glass broke so it got sent to repair center on monday and arrived tuesday morning at repair center, then on wednesday they inspected it and waited for tech info from sony, not long after they noted down a price suggestions for repair since the damage couldn't be covered by warranty so i paid for it then shortly like 1 or 2 hours later i saw repair was completed and device shortly after was sent off to store again so it left repair center on wednesday and arrived to store again on Thursday morning and i recived a SMS notify from store saying my z3 is now ready to be picked up so repair like your problem shall not take 2 weeks since it's 2 tiny issues.

Because most repair center's have most of the parts in-stock so repair is done same day whatsoever also i did recive a gift back from sony due to i was without my phone for a while, so i recived 2x thempered glass screen proctector for front and back side which was nice thing todo from Sony.

[zablet]

Do you guys mind stating what countries or regions you are in? I sent in a z2 for repair a few months ago and was left without a phone for almost 2 months.  I live in the USA and sent the phone to their repair facility in Texas. I hope Sony is taking this feedback.

[Richard_H1]

I am in the UK - have bought a cheapie Motorola android phone and when i have it setup i can send my Z3 back for repair, unfortunately the nearest repair centre is Kent some 300 miles away so it has to be posted.