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2012-01-31 09:54 PM
At the recommendation of one of the SE moderators here (Markus), I've contacted the Sony Ericsson local support team regarding SE's defective pixel policy. They replied 21 days later. This is the most recent of a couple of unfortunate experiences with SE Romania, so, as I said I would, I'm posting my conversation with them here, translation and original.
You can read the conversation that lead to this here: http://talk.sonyericsson.com/thread/30408 Thank you again Markus for the kindness and answers.
Tuesday, January 10, 2012 2:52 AM
I have bought an Xperia Ray mobile phone on 12.21.2011 from Vodafone Romania. Few days ago, I’ve noticed a defective (bright white) pixel somewhere on the phone’s display. I am writing to you more concerned about this problem, than annoyed by it. I have a couple of questions for which I kindly request an answer:
What is Sony Ericsson’s policy regarding dead pixels on LCD mobile phone displays?
What class is the display used on the Xperia Ray mobile phone according to the international ISO specifications?
Sony Ericsson Romania, 21 days later:
Tuesday, January 31, 2012 3:44 PM
Dear mister xxx,
Thank you for contacting Sony Ericsson.
Related to your request, first of all we would like to offer our apologies for the late answer to your e-mail.
Furthermore, we would like to inform you about the characteristics of the display used on the Sony Ericsson Xperia™ ray:
Reality Display with Mobile BRAVIA® Engine, mineral glass
Colors 16,777,216 color TFT
Resolution 854x480 pixels
Size (diagonal) 3.3 inches
Scratch resistant Shatter proof sheet on scratch-resistant glass.
Anyway, we would like to mention that there is no other available information related to this device’s display.
We would like to propose that you would contact an authorized official Sony Ericsson Service, to check your Sony Ericsson mobile phone. Our service partners have the following addresses:
It is mandatory that you would present your Warranty Certificate and the purchase documents in original (in which there are specified the IMEI number, the Serial Number, the date of the acquisition and the phone model). Sony Ericsson recommends that you would backup all your data because there is a possibility of loosing your settings and the data downloaded into you’re phone.
In the end, in accordance to the conditions of warranty, more specifically condition number 3:
“This warranty does not cover any failure of the Product due to normal wear and tear, or due to misuse, including but not limited to use in other than the normal and customary manner, in accordance with the Sony Ericsson instructions for use and maintenance of the Product… Minor variations in display brightness and color may occur between phones. There may be tiny bright or dark dots on the display. These are called defective pixels and occur when individual dots have malfunctioned and can not be adjusted. Two defective pixels are deemed acceptable…”
In case you need assistance of any kind, please contact our Department of Customer Service at the following number (+40) 21 401 0 401. For more information about our products and services, visit our internet page at the following address: www.sonyericsson.com.
Sony Ericsson Customer Service Department
Stimate domn xxx,
Referitor la cerinţa dumneavoastră, în primul rând dorim să ne cerem scuze pentru întârzierea răspunsului nostru la email-ul dumneavoastră.
În continuare, dorim să vă informăm în legătură cu caracteristicile ecranului pentru telefonul mobil Sony Ericsson Xperia™ ray:
Reality Display with Mobile BRAVIA® Engine, mineral glass
Oricum, dorim să menţionăm că nu există disponibile alte informaţii privitoare la ecranul dispozitivului.
Dorim să vă propunem să contactaţi un Service autorizat Sony Ericsson, ca să verificaţi telefonul dumneavoastră mobil Sony Ericsson. Partenerii de Service autorizaţi sunt aflaţi in zonele următoare:
1. ORANGE ROMANIA S.A., Calea Giuleşti, Nr. 333, Sector 6, Bucureşti
Este necesar să prezentaţi Certificatul de Garanţie şi dovada de cumpărare originală (în care să fie specificate numărul IMEI, Numărul Serial, data achiziţionării şi modelul). Sony Ericsson vă recomandă să vă salvaţi datele personale din cauza posibilităţii de a se pierde setările şi elementele descărcate in telefonul dumneavoastră.
În final, în conformitate cu condiţiile de garanţie şi anume condiţia de garanţie 3 :" Această garanţie nu acoperă disfuncţionalităţi ale Produsului datorate următoarelor cauze: uzură normală, utilizare incorectă, incluzând dar fără a se limita la, utilizarea în alte moduri în afară de cel normal, în conformitate cu instrucţiunile Sony Ericsson pentru utilizarea şi întreţinerea Produsului.....Între telefoane pot exista mici variaţii în ceea ce priveşte luminozitatea şi culoarea afişajului. Pe ecran pot exista mici puncte luminoase sau întunecate. Aceste puncte sunt denumite pixeli lacunari şi apar când puncte individuale au o funcţionare cu întreruperi şi nu se pot regla. Se consideră acceptabilă situaţia cu doi pixeli lacunari....".
În cazul în care doriţi orice fel de asistenţă, vă rugăm să contactaţi Departamentul nostru de Relaţii cu Clienţii la numărul de telefon (+40) 21 401 0 401. Pentru mai multe informaţii privind produsele şi serviciile noastre, vizitaţi pagina noastră pe internet la adresa: www.sonyericsson.com.
Product: Xperia™ ray
Opinion: Buna ziua,
Am achizitionat un telefon Xperia Ray in data de 21.12.2011 de la Vodafone Romania. ZIlele trecute am observat un pixel defect (alb stralucitor) undeva pe ecran. Va scriu mai mult ingrijorat de aceasta problema aparuta, decat deranjat. Am cateva intrebari la care va rog frumoas sa-mi raspundeti:
Care este politica Sony Ericsson in privinta pixelilor morti (dead pixels) de pe un ecran LCD?
Ce Clasa (Class) este display-ul utilizat la fabricarea telefonului Xperia Ray, conform certificarilor internationale ISO?
2012-02-01 02:00 PM
Markus is on holiday, but I know he was interested in the outcome of this case. Can you let us know the followup with the service locations they provided?
2012-02-01 09:29 PM
There are three mobile network operators in Romania: Vodafone, Orange and Cosmote, hence the 3 “service partners” above. Regenersis provides service for Vodafone. So, what I would have to do now is take the phone back to Vodafone and ask them what their policy on dead pixels is.
Now, I don’t know how these companies manage their client relations in other European countries, but here in Romania, if I go and tell Vodafone that I have a problem regarding a defective pixel, they will most likely chain me to a wall and whip me to death.
Except the one (bright) defective pixel close to the upper right side of the screen, my Sony Ericsson Ray is in perfect condition and I am very happy with it. I might go to the local Vodafone store and ask them about this problem or directly call Regenersis ltd. and when I have their answer, I will let you guys know. It will most likely be: "Sorry, we won't do anything if it is just one pixel..."
The thing is, as you can see from my above post, I do have reasons to worry what will happen if there’s a bigger problem with my phone, with the Xperia Mini that my father uses, or with future Sony phones I might purchase. Let’s just say that I’m expecting the “local support team” to perform again far bellow expectations…
Besides considerably improving their customers services in Romania (have to say here, this is definitely not intended to cause trouble and get people fired), I also hope that Sony will improve their policy on dead pixels to Class 0 and their built quality overall.
I've always liked Sony, bought many of their products throughout time, but recently I have this feeling that they are drifting away from their customers.
Message was edited by: FoxKhan
2012-02-02 10:41 AM
I would like to thank you for giving us this information, it helps us to improve the support. I'll make sure both Markus and responsible person for your market gets it.
Thank you for your feedback.
2012-02-08 04:34 PM
I have talked with a Vodafone representative the other day. He told me to bring the phone back to them and they will send it to service for evaluation. It would take them about a week just to tell me if such a problem is covered by the guaranty or not…
I have also called the service. The lady there had absolutely no idea what I was talking about. If I would have called the grocery store, I would have probably been the same thing.
I’ve also received another e-mail from the local Sony Ericsson team. I was very politely informed that “If your phone presents one or two pixels on the screen, it is not considered a malfunction.” Have to say this, the contact persons Romanian is not very good, but despite this, we can certainly understand each other.
So, that is that. You guys have now the whole story.