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George1001

Dear Sony.

I recently bought an xperia M5 (5 days ago).

Unfortunately the 4th day, i had an accident and my screen broke.

Thank God the phone is still operational and i can see and use the xcreen through the broked glass (digitizer i guess).

I called Sony Hellas and asked for an estimate for the repair, so i can decide if i should repair it or buy a new one.

They asked me to pay for the check. (not for the repair).

I decided that i'm not going to pay for something i'm not sure that will be fixed, so i asked for the price of the parts so i do it myself.

They didn't phovide me prices neither for the official repair or the parts.

Now my optios are to publish this behaviour to ANY related forum, site, FB page i can, so i will warn as much people as i can for the bad support, and buy a new phone (different brand), or pay for the check and the repair, no matter if the total cost exceed the phone value.

What would you do in my possition?

FYI: I raised a ticked in Sony Greece, but i'm sure they will do nothing about it.

Bests,

George

Emir1

Hi @George1001, I'm sorry to hear about your screen.

I do not have specific information regarding service- or warranty routines in Greece so it is difficult for me to assist you with your case. Please note that this is a Global user based support forum, and as such I can't offer advice on specific markets aside from the one I operate in (Sweden).

It is written in our local warranty terms that the service center may ask for a fee to return a device after being examined without repairing it, this is mainly for shipping and other administrative costs which include the actual troubleshooting.

It is also impossible for us in Sweden to tell the exact costs of a repair, even if prices would be set, since we have to repair all defects and damage done to the device. So for instance, if a user only wishes to have his display replaced but also has a cracked back, we have to repair both and send a quotation for the repair costs for both parts since we can't return a defective "repaired" device. After each service the device is tested to ensure that it fulfills all our specifications for functionality and resistance. This is why a device always has to be examined before a quotation can be made.

This may vary very heavily from how the routines are in your local market, so I am sorry to say that I can only refer you to your Local support for further assistance with your case.