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Sony Ericsson service centre HELP |
Mr Miyagi
Joined: Mar 28, 2005
Posts: > 500
From: UK
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Hi everyone
I am having issues with s.e service centre right now, basically
, my mobile phone is covered under the 2 year manufacture warranty by sony ericsson. As reported in my other thread I keep getting operation error/failed when I try and download anything to my mobile from the s.e wap mobile site. I called up s.e, This time they asked me to send the handset back to them in order for it to be looked at and fixed and I can be waiting upto 11 days for this to be resolved. The advisor I spoke to, i also mentioned to him that there is a little scratch mark on the screen, its very little, and I was asking him how much it would cost sony ericsson to replace the screen too.
The advisor advised me to write in the letter I am going to send to sony ericsson the full description of the fault as well as writing in the letter how much a quote would cost to get the screen replaced too, or the front cover of my phone.
So i sent the letter and my phone to sony ericsson. I called them up today and gave them my job number to get a status of my repair. The advisor said to me: ah you have a lcd screen fault, the screen will need replacing and the total cost for the repair is going to be in the region of £50. I said to the advisor he has got it wrong and that I did not ask for the screen to be replaced, all I asked was for a quote but the main problem is to get the software issue resolved.
The advisor was adamant and said that the screen will also need replacing too. i go to him there is nothing wrong with the screen and that all I wanted was a quote and that he can just ask the engineer to fix the software and send the handset back. The advisor said to me that if they send the handset back without fixing the screen too, then no repair will be done.
I asked the advisor for me to speak to the engineer in order to determine how they came to the conclusion my screen need replacing and its damaged (when no damage is showing on my screen apart from a slight hair line scratch) He said he cannot provide this as the engineer's will be back in work on Monday. But he is now adamant I have to pay £50 odd pounds for an issue that does not even exist, and they are not willing to fix the software issue which is free under warranty.
I really do not know what to do now and I am really unhappy with the response I am getting from them. My concern is that they will try and fabricate the engineer report to say that the screen does need replacing too. I mean surely my call is recorded, I also have a copy of the letter (somewhere on my computer) that I sent to s.e detailing the main issue and detailing a request for a little quote on my screen. Can anyone help in what my next step should be?
thanks in advance
miyagi |
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Mr Miyagi
Joined: Mar 28, 2005
Posts: > 500
From: UK
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anyone? |
tbroe
Joined: Jan 02, 2008
Posts: 278
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Is this the one in Chipping Wardon?
Well to be quite frank they all they would have done is reflash the firmware at the most. I sent my BROD K850 there and they did naff all to it. Then my W910 and never repaired it the first time and not properly the second. (keypad worked on and off)
Did you call SE or the repair centre?
The one in Chipping Wardon is quite frankly a pile of shite so I wouldn't expect too much for them.
My mate sent a K810 with dodgy joystick there for repair. They basically said it was irrepairable and threw it away (or would have charged to send it back) discraseful.
And warrenty. Correct me if I'm wrong but doesn't that mean if it goes wrong I get it repaired FREE OF CHARGE? My mate should have been sent a brand new replacement.
Have you tried flashing with Davinci or SEUS? Davinci may well work. If I were you I'd get them to send the phone back, and flash with davinci. I would recommend kicking up a lot off fuss but you do want the phone back. Maybe send a letter to them afterwards?
Basically your not the only one who has problems with the repair centre. Like I said it's a discrase. I'd just get my phone sent back and then tell SE how discusted you are at the repair centre and quote my story and my mates.
If it's still unfixable after flashing with Davinci then tbh I'd just get a new phone if you can afford it. The K850 is riddled with errors. Sorry I couldn't help much but the repair centre is just a joke.
[ This Message was edited by: tbroe on 2009-01-01 16:28 ] |
Mr Miyagi
Joined: Mar 28, 2005
Posts: > 500
From: UK
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thanks for the reply tbroe. yes it is the one in chipping warden. i am really not happy with them at all. my mate thinks the s.e advisor i spoke to, got it wrong n misread everything wrong. i am going to wait till monday when the engineer is in and then talk to them and see what they have to say about it. i have been reading up on some information on the UK Consumer Rights website pretty useful for any information though. It recommends you always send your handset to the retailer and not the manufacturer and its the retailer who has to fix the handset. So I am going to wait and see what s.e say if they cant do it, i will take it back to the retailer.
I understand what you mean by flashing it with davinci etc, but that will ruin me warranty, not really wanting to do that, thanks for the suggestion though. |
tbroe
Joined: Jan 02, 2008
Posts: 278
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Yeahh sounds like a good idea.
When I flashed with Davinci my contract with voda had stopped so I had nothing to loose lol. I guess you could try reflashing your operators firmware, I guess they won't be able to tell lol. But it's safer not to.
Have you had many problems with your K850? |
Mr Miyagi
Joined: Mar 28, 2005
Posts: > 500
From: UK
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I have had some issues with it, but not major ones. but the last one made me want to send it for repair though. overall i like this phone. |
tbroe
Joined: Jan 02, 2008
Posts: 278
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I had a K850 and it was a love/hate thing. I loved the camera, looks, UI, battery life etc
Hated software bugs, touch buttons not responding, the fact it was a fingerprint magnet, how the camera turned on in my pocket (button very useful though)
In the end I sold it for 50 quid, are you having many software issues? |
Rookwise
Joined: Mar 22, 2004
Posts: > 500
From: UK. Phone:Samsung Galaxy A54 5
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You will find that the only official SE repair center in the UK is Khune & Nagel. SE will tell you this and provide you with instructions on what to do if you email SE first.The other 'repair' centers are independent licenced ones and do have access to software support but mostly use OEM parts for repairs as its the cheapest method.They still charge full whack for them though.I'd just tell them to send your phone back and then email SE using their online form. |
tbroe
Joined: Jan 02, 2008
Posts: 278
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I belive K&N is the one in chipping wardon as that's where se told me to send my K850 |
larry 68
Joined: Nov 09, 2007
Posts: > 500
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@Mr Miyagi I sent mine to the network operator, so will be interesting to see how my repair situation compares to you sending back direct to the official service centre. |
tbroe
Joined: Jan 02, 2008
Posts: 278
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Well I think the service providers send it to K&N because mrm.... said his is at the one in chipping wardon |
Mr Miyagi
Joined: Mar 28, 2005
Posts: > 500
From: UK
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Rookwise If I send them an email using the online form. Will they not give me the same reply that the s.e advisor gave me on the phone. I mean my friend says that it looks like the s.e advisor I was talking to, just probably didn't read what the engineer's wrote correctly. I mean as follows is my letter i sent to s.e now tell me from this letter what does it say that needs to be done from your own view:
Dear Sir/Madam
I have been asked by Sony Ericsson to send my phone to yourself. Basically my K850 the other day stayed on flightmode when it should not have. Then when I took the battery out, the phone failed to load up correctly. The keypad flashed and then I saw the blue ring go on around my camera lense on the phone. Nothing else showed up on the phone at all. It was working great before that.
I called up your call centre, where your advisor told me to update the software on my mobile on your website. Even though I have the latest software on it. I did this, and this brought my phone back to life. However If I go to Applications on my handset and go to the sony ericsson website on my mobile, it will not allow me to download any application on your website, weather its free/paid for applications. When it attempts to download it just keeps saying: “operation failed/operation errror” I have no trouble accessing the internet on my phone. That is working great. However when I try and download applications or anything I get this error. Despite me having lots of memory on my phone as well as the memory card I have. I have tried downloading with the memory card inserted and without it. But still the same problem. I have also did a master re-set. But still same problem.
So please can you fix my phone and make it the way it should be, so I can use all its functions as well as able to download applications to the phone from your sony ericsson mobile website without getting these error messages. Also my screen is a little scratched. So can you give me quotes on a new screen, and possible new black facia front cover and back cover please. Can you let me know the individual prices on this, in how much it will cost?
**** letter ends****
as you can see from the above what would a normal person think that i am requesting to be done? no mention of a screen damage being done at all, in that letter. The company you mentioned is the company that I sent it to, in the chipping warden address that tbro mentioned. Larry well we will see what happens mate. I just feel really let down by the whole experience. You would think by going direct to the manufacturer your doing the right thing, now not though. now this is making me think should i actually stick with s.e now due to this experience.  |
tbroe
Joined: Jan 02, 2008
Posts: 278
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Do you think it is the fault of SE or of the service centre? The service is appaling, if you wanna call it a service, personallly I would call it a headache.
Your left without a phone for around 2 weeks and you have to put up with this. |
Mr Miyagi
Joined: Mar 28, 2005
Posts: > 500
From: UK
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i believe its the service centre |
tbroe
Joined: Jan 02, 2008
Posts: 278
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Then I guess you gotta phone up SE and register a complaint and say you know lots of people who have had issues.
What phone are you using atm? |
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Posted: 2008-12-31 21:20
