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Refusal of repait

Visitor
Message 1 of 6
820 Views
Message 1 of 6

Refusal of repait

I have bought my 2 sony devices - smartpfone Xperia Z, and smart watch SW2 and very carefully handled them. But battaries became weak.

Official Sony repair office yesterday refused to repair both of them because they don't support them any more !

What a shame to a somewhat client-oriented company!

5 REPLIES 5
Moderator
Message 2 of 6
817 Views
Message 2 of 6

Re: Refusal of repait

@BorisCherniy

I think any mobile manufacturer would do the same when it comes to REALLY old devices.. For example, Xperia Z was released almost 6 years ago, so it should have reached its end-of-support threshold a couple of years ago. I would not expect from any tech company to produce and maintain spare parts and trained personnel to support a 6 years old device.



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Sony Xperia Support
Message 3 of 6
803 Views
Message 3 of 6

Re: Refusal of repait

Hi @BorisCherniy,

Both of your devices has reached their end of support and a service centre can no longer provide spare parts for models that are end of support. You can no longer update the device or perform a software repair using Xperia Companion, as there is no software available.

As @Quester mentioned, both devices was released in 2013, the phone in January and the SmartWatch during the summer, so the phone is closing in on 6 years, since it was released.

I understand the frustration, but there is not much I can do about the policy about end of support.


Official Sony Xperia Support Staff


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To get in touch with your local support team, please visit our contact page.

Visitor
Message 4 of 6
784 Views
Message 4 of 6

Re: Refusal of repair

I was just telling you the same: it's a same for Sony, former client-oriented company, to became just the same "like any other manufacturer".

 

If I had known in 2014 that in 4 years Sony stop support, I would never bought these expencive devices.

 

You should write on any new device box : we will  stop support in 5 years from the release date, find out the correct information, it is buyer's task and responsibility! 

 

Visitor
Message 5 of 6
779 Views
Message 5 of 6

Re: Refusal of repair

you are very helpful - you have erased 2 of my complaints with the aim to hide the violation of  my customer' rights by Sony company

Sony Xperia Support
Message 6 of 6
766 Views
Message 6 of 6

Re: Refusal of repair

Hi again @BorisCherniy!

I'm afraid but I don't set these rules and if you feel that we are violating the consumer rights, please get in touch with your Local support team as the market I'm situated in, the consumer rights does not say anything about having to provide spare parts or support for a smartphone for 5 years or longer, but it might be different in your market.

We are not trying to cover anything up, then I would not have given you the information about end of support to begin with.


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.