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Sony Warranty - refusing to repair C905 |
timob
Joined: Mar 01, 2010
Posts: 4
PM |
Hiya.
I have received this piccy back from Sony Repair centre. They are refusing to repair my Earpiece - No Sound fault due to their 'engineers' ascertion that it is beyond economical repair due to 'user component damage'! I have been very careful with this phone and the area they mention is covered by the SIM card, battery and battery cover so I am not sure how I could have caused this?!
http://img707.imageshack.us/img707/4048/c905l.jpg
The arrow on the left looks like poor soldering joint and one on right is a missing component (surface mount resistor or capacitor). Bearing in mind this is the 3rd phone I've had out of Orange hence a recon unit isnt it more likely this was caused by reworking.
Any thoughts/help?
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tranced
Joined: Jan 19, 2006
Posts: > 500
From: Santo Domingo, wonDeRland
PM |
This is a sad thing you're through right now. Is there a way to proof you received this phone off them? I mean, how long have you been with this? Does the housing shows any signs of damage?
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timob
Joined: Mar 01, 2010
Posts: 4
PM |
Its 12 months old so the original suppliers 'Orange' wont touch it and refer me to Sony. Sony say its got a 24 month warranty but wont repair as this 'component damage' voids the warranty.
Never been in this situation before, basically the warranty isnt worth f*ck all! As I cant prove it was supplied in this state and Sony cant prove I've done it either.
Someone must have had the same problem? |
tranced
Joined: Jan 19, 2006
Posts: > 500
From: Santo Domingo, wonDeRland
PM |
You'll find a lot having the same problem as you. Just click here.
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mallaccra
Joined: Oct 01, 2007
Posts: > 500
PM |
bring again the phone to se repair centre and strongly indicate to them that it was not your fault and insisting for a repair since it's still under warranty. if they refuse to repair tell them that you will bring the matter up probably the "consumer tribunal" (as what it's called here)....  
mallaccra®  Xperia Z2 |D6503|4.4.2| Xperia Z1 |C6903|4.4.2| Xperia Z |C6603|4.2.2| Xperia ZL |C6502|4.2.2| Xperia TX |LT29i|4.1.2| Xperia Ion |LT28h|4.0.4| Xperia P |LT22i|4.1.2| Xperia J |ST26i|4.1.2| Aino |
timob
Joined: Mar 01, 2010
Posts: 4
PM |
I have tried every tactic possible with these people, its been sent to a different repair centre for a second opinion. They are refusing to budge as its all laid down in their warranty terms (apparently). Anyone got a copy of these?
I am really disappointed with them. I am a big Sony fan (Hifi, phones etc) but I did expect them to repair it when it went wrong. Apparently not! |
mode
Joined: Jan 12, 2007
Posts: > 500
PM |
A new low for SE? 
Ericsson EH97, GA628, GF768, A2618s, T29s Sony Ericsson T68i, S700i, P990i, Z558i, W902, W995, X10, Arc S
*Xperia V*White*Black MW600*Sandisk Mobile Ultra 64GB microSDXC* |
blerk
Joined: Jun 12, 2008
Posts: > 500
From: London, UK
PM |
Another reason for me not to waste my money on SE any more. Bad service, firmwares won't get fixed, warranty sucks, etc, etc Other brands will bring out firmware updates years after release (N95 for example), where SE throws in the towel after 6 months. Nokia also has while-u-wait service centres (one in the Docklands).
OP:
Send a letter to SE and complain about this, also mention you will take this up with the ombudsman if no resolution can be found. I think Orange should repair this for you, as they sold it to you, they can't just say 12 months is up, now you have to deal with the manufacturer. This is not normal, British and European consumer law stipulates you deal with the point of sale, not the manufacturer. If the warranty is 24 months then that's that. The shop may try to send you off, but you have to persist. Talk or write a letter to the manager of the branch (and maybe the HQ) you bought the phone from and demand they will repair it for you or give you a refurbished C905. Especially since this is a known problem and other handsets were repaired under warranty that suffered form the same issue.
You can also pop in to your local CAB and get some advice on how to enforce Orange/SE to repair under warranty. If you don't earn much you can also get free legal help under the LegalAid scheme. But it all depends on how far you want to drag this out.
Other things to read:
http://www.adviceguide.org.uk[....].htm#guarantees_and_warrenties
http://www.consumerdirect.gov.uk/
Good luck.
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>500
Joined: Jan 24, 2006
Posts: > 500
PM |
as tranced said, how s the cosmetic condition of the phone?
are the any marks/scratches or anything like that that would lead some one to believe its been dropped by the user?
happens all the time at work. example, some one comes in with a 2 week old phone and wants a replacement because the speaker doesnt work. i happen to see the phone has been dropped, obvious due to scratches etc, so i tell them i cant swap it. it needs to go to a service centre first and its up to them to decide. sometimes they accept it, sometimes they dont.
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timob
Joined: Mar 01, 2010
Posts: 4
PM |
I tried the Sales of Goods Act with Orange but they said they were exempt from this as
a) it was past 6 months hence go to Sony
b) They did not 'Sell' me the phone. It was given free with my mobile phone tarrif hence exempt!
There are no scratches on the outside of the phone but some of the silver colour had worn off the case where it had been in my pocket. I always had the wrist strap attached because it was a heavy unblanced phone. |
blerk
Joined: Jun 12, 2008
Posts: > 500
From: London, UK
PM |
I would write them (Orange and/or SE) a letter where you give them 2 weeks to take the phone for repair under warranty if they don't mentioned you will take up legal advice and may proceed to small claims court to get compensation. I'm not a solicitor, and I would urge you to go to the CAG forums and post your question there, they have some very knowledgeable members who know the ins and outs of the warranty related laws. I don't think Orange can hide behind "you got the phone for free" as you didn't really got if for free, you got it with a contract, and even if it was free that doesn't take away their responsibility to solve the problem.
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Posted: 2010-03-01 22:36
jay0726 | 
