account arrowhead-down arrowhead-up mobile-menu search sm-bold-x x-skinny-rounded x-skinny arrowhead-right social-facebook social-googleplus social-instagram social-linkedin social-pinterest social-qzone social-renren social-tencent social-twitter social-vkontakt social-weibo social-youku social-youtube

Please help us improve our website

Take our customer survey to evaluate your visit.

It should only take a few minutes to answer five quick questions. Just click the Launch survey button at the end of your visit to begin.

cancel
Showing results for 
Search instead for 
Did you mean: 
Tips & Tricks

If you want to get the max out of your Xperia phone then check out Xperia tips page.

Question about new phone replacement

SOLVED
Highlighted
Regular
Message 1 of 11
1,798 Views
Message 1 of 11

Question about new phone replacement

my xperia z1 has recently been damaged by water although all the water indicator on the flaps are not triggered.

i went to the service center from my country (Malaysia)

i asked the staff there that whether can i get a new replacement unit for my water damaged xperia z1

she replied to me that there is no replacement center in this country 

i went to call the customer careline and they told me that refunds and replacement is not their policy but they can try to ask the manager about this case. 

is it really true that a so called water resistant phone that got damaged by water cant get replacement for a new phone ?

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
Regular
Message 10 of 11
1,993 Views
Message 10 of 11

Re: Question about new phone replacement

ok after 2 and a half week. i got approval from the manager that i am qualify for the replacement unit.

they just gave the phone only, without the box or any charge etc.

i am quite happy that i am able to claim a new units thats all,

they also didnt void my warranty for the phone.

overall, the respond is abit slow ( 2 and a half week )

but the results is satisfying. 

Hope this can give reference to other user who have the same problem.

View solution in original post

10 REPLIES 10
Highlighted
Enthusiast
Message 2 of 11
1,792 Views
Message 2 of 11

Re: Question about new phone replacement

Welcome to Sony customer care.

Highlighted
Sony Xperia Support
Message 3 of 11
1,771 Views
Message 3 of 11

Re: Question about new phone replacement

Water damages are not covered within warranty.

The Xperia Z1 is a water resistant phone according to the IP classifications IP55 and IP58 if the covers are closed correctly.

If the phone has been exposed to water in a higher strain than the IP classifications certifies it may take damage. Or if any of the covers are not closed completely.

 

You can find more warranty information on our website: http://www.sonymobile.com/global-en/support/phones/xperia-z1/support-documents/

Highlighted
Regular
Message 4 of 11
1,762 Views
Message 4 of 11

Re: Question about new phone replacement

yeah i do read about the warranty that water damages are not covered.

1 ) I didnt dip my phone in sea water.

2) the phone got damaged while i was taking photo under the pool less than 1.5m and less than even 3 min.

3) as i said water indicator is not triggered and i double check the flap is tightly closed before i went down to the pool.

 

http://www.xperiablog.net/2013/08/05/some-xperia-z-owners-complain-of-loose-back-panels-water-resist...

 

i think my phone is same situation with the article above.

i do play game on my phone which make it quite hot and might melt the glue as stated.

i didnt know a water resistant phone will become a non water resistant phone after some heating to the glue.

sony should state that it will lose the water resistant if the phone has been high temperature before then i wont even risk to put my phone near place that have water at all.

 

so...does my phone eligible to get a replacement?

 

Enthusiast
Message 5 of 11
1,755 Views
Message 5 of 11

Re: Question about new phone replacement

None of these absurd issues are stated anywhere by Sony. The same thing applies to the Anti-Shatter Film, which scratches immediately after you touch it, even if you try to clean it with microfiber.

 

Another thing - I don't know what Sony are thinking, but it seems that they automatically assume we bought these very expensive, high-tech phones, only so that we can dip them in water with open flaps!!! Yes, this seems to be what Sony believe about us. We bought these phones solely to submerge them in water with open flaps and SIM tray.

 

The person here explicitly stated that his flaps were checked before going in the pool. Also, hardly any public swimming pool is much deeper than 1.80m. The problem is that these devices were made cheaply. Melting glue, self-cracking and self-bending, and not really waterproofed.

 

So ecm, prepare to not have your phone replaced, and also be prepared to be blamed for all the problems you have. You caused them, not Sony's factories.

Highlighted
Message 6 of 11
1,749 Views
Message 6 of 11

Re: Question about new phone replacement

If it is as you say, and that the water damage flaps are not registering as coming into contact with any water, I would contend that your phone is not fit for purpose, given that it was sold to you on the basis that it is waterproof.

 

I'm not expert in Malaysian law, but the Consumer Protection Act 1999 Section 33 (b) states that the following guarantees shall be implied where goods are supplied to a consumer; "that the goods are reasonably fit for any particular purpose for which the supplier represents that they are or will be fit."

 

If your product does not meet this requirement, you are legally entitled to a refund or replacement.

Highlighted
Regular
Message 7 of 11
1,732 Views
Message 7 of 11

Re: Question about new phone replacement

broko2:

well it cant really be all my fault that i caused the phone to be in this situation.

i bought the phone because of the phone speciality - good camera , water resistant

this 2 function caught my attention to get xperia z1

so i went to test out my phone of course since it is said to be water resistant. 

and just less than 3 min in water and the phone is gone. 

i feel like i got cheated by all the advertising by sony.

all i know is i follow the condition state by sony and the phone fail to stay water resistant.

1. flap must be tightly closed.

2. no 1 .5m deeper.

3. no sea water 

4. let it dry 30 min after dipping in water and prevent camera and speakers use if i am not wrong

in my opinion i just think that sony didnt designed the phone really fit to be water resistant and i didnt caused the phone to be like that for sure.

Highlighted
Regular
Message 8 of 11
1,731 Views
Message 8 of 11

Re: Question about new phone replacement

jasca_ducato2:

oh well hope i can get a reply from the person in charge and fullfill my request. 

 

Highlighted
Enthusiast
Message 9 of 11
1,723 Views
Message 9 of 11

Re: Question about new phone replacement

I was joking, ecm, I was trying to be sarcastic. It's most likely not your fault, especially if you made sure all flaps are sealed tight and the conditions were as you said.

 

I was trying to say that Sony have released many of these phones with defects and then retailers blame these defects on the users. Which is indeed cheating.

Highlighted
Regular
Message 10 of 11
1,994 Views
Message 10 of 11

Re: Question about new phone replacement

ok after 2 and a half week. i got approval from the manager that i am qualify for the replacement unit.

they just gave the phone only, without the box or any charge etc.

i am quite happy that i am able to claim a new units thats all,

they also didnt void my warranty for the phone.

overall, the respond is abit slow ( 2 and a half week )

but the results is satisfying. 

Hope this can give reference to other user who have the same problem.

View solution in original post