BAD BAD CUSTOMER SERVICE

Mitomi — Wed, 02 Sep 2015 16:32:16 GMT

After only 1 month my screen got laggy and the back of my phone got super hot!
So hot that that it was uncomfortable holding it!
And my screen would not even rotate unless i shake it!
It just got worse and worse....

Then my screen developed yellow spots that just got worse and bigger! 😕

SO, I send a brand new phone for repair and i had no phone for 2 weeks, then when i finally got it back i noticed that after i turned it back on my screen got extremely hot and i decided to leave it in my bag.

When i took it out and pressed the screen it CRACKED!

What if it cracked while i was calling?? Shards in my face???
I send it back for reapir only after i had it back for 1 month!
Now they blame it on me!! When i send it back for the second time for repair i wrote a handwritten letter about how much i'm dissapointed with SONY's services and quality...
I don't have much money and i could finally afford a phone and this is what i get!!?

And all i get is this:

You have now been connected to an agent.
Anna: Hi, thank you for contacting Sony Xperia UK Chat Support. My name is Anna, please could I take your full name and email address?
M Caffa: Hi There, I had multiple issues with My Xperia Z3 and I've been really disappointed with service I'm getting
M Caffa: M(private) Caffa
Anna: Could you please confirm your email address?
M Caffa: It's either(private) or (private)
Anna: Thank you, how can I help you today?
M Caffa: its regarding this order Order number 1-20823371209
M Caffa: I had to send my phone again for repair
M Caffa: but this time I have to pay!?
M Caffa: i even added a written letter with it because I'm really that upset
Anna: Are you okay to hold as I check into this for you?
M Caffa: sure
Anna: Thanks for holding Mitomi, I can see that a quote has been raised for the repair of your device due to physical damage to the display.
Anna: As this damage has not been caused by a manufacturing defect the repair can not be covered under the warranty
M Caffa: Did they read my letter at all???
M Caffa: i explained what happened
M Caffa: that when i received my device that my screen seemed to be off
Anna: Are you saying that you had received the device with a cracked display?
M Caffa: and it literally bursted
Anna: As with any issue on your handset our engineers would fully examine the handset and the issue to see if it is covered by the terms and conditions of the Sony warranty.
Anna: In this case they have diagnosed that the issue appeared not due to component failure but as a result of impact or stress damage on the screen.
Anna: We are unable to comment as to how or when this form of damage has occurred we can only comment on the findings upon completion of the investigation.
Anna: Therefore, we regret to inform you that we will uphold the conclusions made by our service location and will not repair nor replace your Sony Xperia Z3 due to the nature of the fault not being covered by our warranty as it is not a manufacturing fault or defect.
M Caffa: they can diagnose whatever they want. MY screen did not burst by any impact
M Caffa: that's why is end to you guys
M Caffa: or else i would've made sure it got fixed by someone else
M Caffa: i had the hpne just back and it happened
M Caffa: phone*
M Caffa: I regret to even getting this phone because all it does is giving me problems
M Caffa: first my screen burn
Anna: I'm sorry you feel this way, however we can only comment on the how the device had been received. Our engineers have not found any manufacturing fautls on your handset and are therefore not able to repair the device under the warranty
M Caffa: then after getting it back my screen bursts!
M Caffa: Yeah that's what i would say too
M Caffa: like i said my screen was placed wrongly
M Caffa: it was sticking out
M Caffa: normally it should be even
M Caffa: but it wasnt
M Caffa: i can't believe that you people even sell these poor quality phones! i paid so much money for this
M Caffa: So now i just have to pay more and more!?
M Caffa: How can you explain that i have screen issues again...
Anna: Apologies you feel this way however as I have already explained to you, we can only comment on the device based on the condition the handset had been received in
M Caffa: Was the screen burn my fault too? clearly there is something wrong and i get blamed for it
Anna: Our engineers have not found any manufacturing faults on your device, this is why you have been charged for this repair
Anna: We will be standing by the decision made by our engineers
M Caffa: No i really want it fixed but I'm not going to pay that ridiculous amount of money!
Anna: Sorry you feel this way, if you do not wish to pay the quote, then you can request for the device to be returned to you unrepaired, however you would need to pay the shipping and handling fee outlined for this
M Caffa: WHy??? I had to pay already to send the **bleep** phone
M Caffa: you guys just love making people pay more and more
Anna: These are the terms and conditions of your warranty, there would be no way we could change this
M Caffa: So good to hear that you guys sell malfunction phones.
M Caffa: selling me a phone with a malfunction screen first
M Caffa: ten again something happens
M Caffa: then*
Anna: As I have already confirmed to you, there are not manufacturing faults on your deviced
Anna: *devie
Anna: *device
M Caffa: Well what can i do then???
M Caffa: I'm not going to pay
M Caffa: This is just a scam
Anna: If you would like to have your handset repaired then you would need to pay the quote, if you would like to have the device returned unrepaired then you would need to pay the shipping and handling fee outlined.
M Caffa: And what use is aphone if its not working?
M Caffa: when the screen cracked nothing worked
M Caffa: Seriously i never experienced this before i had many phones but none just cracked!
M Caffa: then i get blamed of breaking it on purpose!
M Caffa: while that is not case!
Anna: I understand this, however if you do not wish to pay for the device to be repaired then the only other option would be to pay the shipping and handling fee to have the device returned unrepaired.
M Caffa: Because of the poor support i get
Anna: There is nothing further that we can advise
M Caffa: I've been without a phone longer then i actually been using it
M Caffa: No not even that
M Caffa: i even insured the package!
M Caffa: why do you guys keep making me pay for this stuff!
M Caffa: it's seriously outrageous
Anna: As I have confirmed to you multiple times, you have been charged for this repair as the damage is not covered under the warranty as it had not been caused due to a manufacturing defect
Anna: Is there anything else I can help you with that we have not already addressed today?
M Caffa: I really would like you to ask someone else
M Caffa: because i will definitely make a case out of this
M Caffa: I paid 2x times for sending the goddamn phone then it got fixed fro free
M Caffa: because of the screen burn
Anna: The information I am providing to you is not my personal opinion, it is the outcome of an examination completed at our repair centre. This outcome will not change.
M Caffa: i get it back and something happened again!
M Caffa: So basically you're saying thank you for paying so much for accepting Sony's crap customer service and **bleep**ty quality, please Pay more.
M Caffa: Well I'm definitely going to make a very big problem out of this
Anna: I’m happy to help you but should you continue to swear, I would have no choice but to terminate this chat.
M Caffa: OH im swearing???
M Caffa: I wonder why
M Caffa: 😕
M Caffa: do i swear at you ?
M Caffa: No im not
M Caffa: im stating how useless sony is
M Caffa: selling me stuff
M Caffa: that doesn't work
M Caffa: how disappointed i am in the services
M Caffa: and how I'm not even going to get my phone back
M Caffa: basically I'm asking for help and what the company does is stealing my money
M Caffa: not giving my phone back
Anna: I understand that you are frustrated however the issue on your handset is not a manufacturing fault and cannot be covered under the warranty, I have provided you with all of the information that can be provided.
M Caffa: unless i PAY
M Caffa: Sony is now stealing my phone
M Caffa: asking for money
Anna: Yes, you would need to pay, as the fault is not covered under the warranty.
M Caffa: Then what is a warranty for??
M Caffa: It's there just for fun
M Caffa: making people think the have some backup
M Caffa: while theres not
M Caffa: You really have no idea how upset i am about this
M Caffa: I seriously can't believe how sony treats their customers
M Caffa: I'm even being forced to pay money to get it even back now
Anna: You have a manufacturing warranty, which covers the repairs of manufacturing faults
M Caffa: so by placing a screen wrong by sony engineers
M Caffa: is not a manufacturing fault?/
Anna: As I have already explained to you, the fault on your handset has not been caused due to a manufacturing defect and will not be covered under the warranty
M Caffa: You already told me this many times
M Caffa: i told you already many times it's not my fault
M Caffa: now what??
M Caffa: I seriously have to take bigger steps now?
M Caffa: I know you doing your work
Anna: It is your choice, I have already advised you of the options that we can give to you
M Caffa: but i really really upset about how being treated by sony
Anna: Apologies you feel this way, however we cannot offer you anything different, nor can we advise you anything other than what has been advised in this chat
M Caffa: Your only options are of me paying more
M Caffa: and more
M Caffa: I'm done with always just payin
M Caffa: so you don't have managers???
M Caffa: You don't have a legal department?
M Caffa: Because I'm not going to keep it like this
M Caffa: I don't have a money tree that i can just grab money from
M Caffa: I don't have a **bleep** phone even!
M Caffa: i cant even afford a phone
M Caffa: I really would appreciate it if you could direct this issue to your manager
M Caffa: or someone else
M Caffa: because i know you can't help me
Anna: As I have already stated the damage on your device has not been caused by a manufacturing defect and therefore cannot be covered under the warranty, if you would like to have the handset repaired, then you would need to pay the quotation. If you would like to have the device returned to you unrepaired, then you would need to pay the shipping and handling fee charge outlined. It is not possible to pass this on to a manager, nor to anyone else.
Anna: I have given you full information regarding your repair, if you have no further questions that we have not already discussed today, then I will be terminating the chat.
M Caffa: Yes wouldn't that be easy
M Caffa: end the conversation and just keep the phone
M Caffa: 😕
Anna: I hope the information I have provided is okay. Thanks for using Sony Xperia Chat Support today. Goodbye

And they just cut me off like that"!!!!
I'm sorry for my bahviour! but im Dissapointed, upset and i feel used! All i do is pay pay and PAY!
SONY you should be ashamed of yourself.
I know i will not be taken seriously just like Miss Anna! BUt i will take steps and make sure people know this story of how you treat your customers, who already pay so much!!

Re: BAD BAD CUSTOMER SERVICE

Uliwooly — Wed, 02 Sep 2015 18:20:07 GMT

@Mitomi

I'm sorry to hear that, but there shouldn't be glass shards on your face as it has a anti shatter film under the digitizer.

Re: BAD BAD CUSTOMER SERVICE

Stenbocken — Wed, 02 Sep 2015 20:05:41 GMT

The shards might not been the number one reason why OP is upset...think Anna did a good job but she cant deny OP to be contacted by a manager. She must be able to escalate a really disappointed customer, very strange first line support if thats not possible...

Re: BAD BAD CUSTOMER SERVICE

jmaxim917 — Thu, 03 Sep 2015 02:02:05 GMT

Sometimes reps do not like to escalate calls because it makes them appear not very good at their job and/or incompetent.

Re: BAD BAD CUSTOMER SERVICE

Mitomi — Thu, 03 Sep 2015 07:14:50 GMT

uliwooly

I'm jsut saying what if. The device is bad it shouldn't burst in the first place!
Also on one place a piece of glass actually came off (corner when i pressed it) so its not that safe afterall.

You can never make a product perfect but this is just outragaous, i didnt buy a cheap made in china imitation phone from ebay. I paid

I used to have a Samsung (Galaxy 1, 2), iPhone (3, 3s, 4s & 5), Nokia (Lumia) & Huawei (P7). And guess what they never broke a single time. No glass shattering, no display issues nothing.
The only reason i bought the Z3 is because of my ps4 and i thought it looked nice. Worst mistake of my life....can't believe i chose this phone above the Huawei P8.

Re: BAD BAD CUSTOMER SERVICE

Mitomi — Thu, 03 Sep 2015 07:18:29 GMT

Stenbocken

She did just the standard things... she barely typed, most of the time i think she just copied and pasted standard replies.

And she just left the conversation, she just can't handle dissapointed/annoyed customers. While i'm defintely in my right to be upset, she did not care and evntually just closed the chat. Just show how much sony wants to put effort in their customer service.

Re: BAD BAD CUSTOMER SERVICE

Stenbocken — Thu, 03 Sep 2015 10:37:53 GMT

Its the same in almost all first line support organizations, they can only answer the questions that are in the database, with some exceptions. But this chat went on to long, you really should have been escalated to someone that actually know something about warranty since it was defect when they returned it to you.

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