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Not growing faithful customers by not fully supporting them and the product

One time poster
Message 1 of 2
665 Views
Message 1 of 2

Not growing faithful customers by not fully supporting them and the product

Dear Sony, 

The primary microphone on my XZ2 Compact failed within the warranty period. Your online and phone support to troubleshoot and identify this failure was very good. The customer support personnel were responsive, courteous, and quick to issue an RMA once the troubleshooting process was complete.  
However. 

Leaving a customer without a product for over a month, due to a manufacturer defect or other claimable failure, is totally unacceptable.  Your repair department has had my defective phone sitting on their bench for the last month waiting on a part. It is still not repaired, I am still without my phone that I paid full retail for, and the best I can get is "it will be repaired as soon as possible."  

The failure of the phone has been identified as Sony's problem.  Not mine. 

You should not take my defective phone and not reasonably replace it with an equivalent. 

If the warrantee repair could not be completed within a reasonable time, you should have just replaced my defective phone with another phone.  And more than a month is not a reasonable time. 

I own and love my Sony cameras, Playstations, media, and I loved my XZ2 Compact while I had it. 

But I am currently not a happy Sony customer. 
 

1 REPLY 1
Sony Xperia Support
Message 2 of 2
644 Views
Message 2 of 2

Re: Not growing faithful customers by not fully supporting them and the product

Hi @Hazenhart1, sorry to hear about this and I understand the frustration.

Service cases are very tricky to assist with here at our Global user based forum, as the routines varies between markets. Have you been in contact with your Local support team? If you haven't, please give them a call, send them an Email or open a chat and they will be able to provide a more detailed answer than I can.

You can also get in touch with someone that handles complaints there.

I hope that helps and that you get your device as soon as possible!


Official Sony Xperia Support Staff


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