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2016-02-23 05:26 PM
I bought a Xperia Z3 Dual SIM D6633 via the webshop Mobicity.co.uk
Regrettfully I have experienced severe problems with it but inspite of the supportpage stating that it is under warranty until 2016-04-15 based on it's IEMIE number neither the SonyMobile support in Sweden nor the UK are able to support me based on that the model has not been introduced in these two markets.
They have not been able to tell me which market the unit originally was intended for. I find it strange to say the least that the EIMEI database contains information about the warranty expiry date BUT NOT where to send it.
Does anyone have any advice for how I shall go about to find the service organisation that will accept responsibility?
Mobile devices are sold in airports all over the world the support and warranty shoould be global. It should be possible to hand in your Xperia device to an authorized Sonymobile service facility anywhere in the world and if they can't solve the problem locally then it should be their task to send it to the nearest Sonymobile facility that are capable to solve the problem.
I have been told to contact my reseller BUT they neither answer mail nor phone.
Anyone that give me advice?
2016-02-25 12:26 PM
2016-02-25 12:31 PM
2016-02-25 08:51 PM
Another day with several hours spent in vain trying to find the part of Sonymobile that will accept responsibility for my faulty Xperia Z3 Dual SIM D6633.
The support in Sweden claimed that they could not see where in the world that my unit was originally delivered but based on the customisation software that was found by typing *#*#7378423#*#* , they told me that the unit was delivered in Hongkong so I spent quite some time on the chat with a services representative that told me that:
1. He could not find anything based on the IMEI number.
2. Asked me who the reseller was and when I told him it was Mobicity.co.uk a subsidary of CEeCL China Europe E-Commerce Ltd. he told me that as they were not an authorized reseller there was no warranty....
3. When I pointed out that as there is no list of authorized reseller on the Sonymobile webpage he stated that there was one on Facebook and also on posters LoL.
So I tried Sweden again and they said that the D6633 was released in Poland, so I spent more than half an hour with the Polish support final result same as before BUT I learned a few things...
1. In Poland they were able to use the IMEI number to determine that the unit was delivered to HongKong via a distributor called Telecom Services network (Who I so far have failed to find on the web) So they could get a lot more from the IMEI than their Swedish counterparts and certainly more than the guy in Hongkong who claimed that they did not use the IMEI at all.....
2. The Polish lady said that the Polish support could not help since the unit was delivered to Honkong but said that she could see that the factory warranty was in effect until 2016-04-15 AND that the HongKong office were obliged to honour it.
3. I learnt that Sonymobile has an international database for support calls since she obviously knew of details I had discussed in previous chats and calls However she could not find my chat with support agent HK-006 (Which I naturally have on record)
4. She started talking about certain radiobands not being supported in certain markets LoL again, the very strength of 3GPP is the ability to roam and while not every band is available everywhere with all other mobile terminals that I have had since 2000 I have managed to use them in every country I have visited.......
Naturally none of the support agents would provide me with any information about their superiors nor the management of the global support organisation. But after 18 years with Ericsson I do not give up that easy.
So why do I spend this much energy to get it sorted, well I do have a professional reason. Sweden being the second country in Europe where the regulator has made an exemption from the licence obligation for 5 MHz of spectrum between 1875 and 1880 MHz makes it a market for local Mobile networks which my company supplies. This creates a need for Dual SIM terminals and currently the only vendor who dares to "Disobey" the Swedish operators is Huawei and I would like my customers to have access to all good phones on the market.
Unless my account here is terminated for being politically incorrect I will keep you posted on what happens next, stay tuned;-)