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Sony Ericsson support (an oxymoron if ever there was one) |
drad
Joined: Apr 16, 2002
Posts: 137
From: MI
PM |
My Xperia 10i is just one year old and the USB connection stopped working. Which means, of course, that I can no longer charge the phone. Just a useless brick, and SE is doing everything it can not to help.
First, about the time of the upgrade to 2.1, the phone stopped recognizing the computer. I contacted Support at the time, but received no answer.
Now, the USB connection no longer works at all and I cannot charge the phone. Obviously, it's the USB socket on the phone that's the problem. You would think it would be an easy and cheap fix. But SE is giving me the run around on the warranty. 
I guess it's going to be a HTC Sensation for me.
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drad
Joined: Apr 16, 2002
Posts: 137
From: MI
PM |
I've been struggling with customer support at Sony Ericsson for two weeks now. First, they wouldn't repair it because my documentation supposedly wasn't complete. After resubmitting the documentation, they now claim that they cannot honor the warranty because the phone the phone being "optimized for performance on cellular frequencies used in countries outside of the United States and Canada" and "is not authorized by Sony Ericsson, for sale within the United States and Canada."
Of course, the problem has absolutely nothing to do with the phone's performance on US cellular frequencies -- which is perfectly fine. The problem with the phone is purely mechanical -- a defective USB port -- is solely a design/manufacturing defect .
What's the bottom line: They want me to call and then send it to Singapore for a warranty repair. (They think that they speak English.)
Singapore? SE is a multinational corporation. What sense does this make? |
mode
Joined: Jan 12, 2007
Posts: > 500
PM |
Could be software. If it was a hardware fault it would not even charge in the first place instead of gradually as with my case a while back 
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* |
skblakee
Joined: May 07, 2007
Posts: > 500
From: St.Kitts, West Indies
PM |
Probably a software issue as Mode said. However ever since my p990i debacle with  I don't put much past them when it comes to support.
I believe it is software related however.
 Galaxy Note III with 64gb micro SD Visit St.Kitts in the Caribbean. Beautiful little place. iPad Air 16GB |
Oogamous
Joined: Aug 14, 2004
Posts: 401
PM |
@drad : try changing the charger/ USB cable... I had the exact same problem... It wasn't the fault of the USB port, but a faulty charger cable..
Sony all the way |
drad
Joined: Apr 16, 2002
Posts: 137
From: MI
PM |
Not the cable. I have two, and neither work.
I'm pretty sure it's the hardware USB port because: (1) it was always sticky; (2) recognition of the USB connection went first, then the charging connection; and (3) in the week before the connection died altogether, it started to have trouble when I plugged it in to charge -- I'd have to jigger the connector a little to get it started charging.
So pretty clear that it is the physical connection of the USB receptacle inside the phone that is at issue.
What I love most about the corporate-speak at SE is this line from their stupid emails: "As part of Sony Ericsson's commitment to excellent customer service, we offer a wide variety of mobile products to suit your lifestyle."
Everything except customer service.
They must be joking if they think I'd buy another one of their "mobile products." My lifestyle only has room for stuff that works and companies that stand behind their products. 
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drad
Joined: Apr 16, 2002
Posts: 137
From: MI
PM |
On 2011-04-23 06:33:29, Oogamous wrote:
@drad : try changing the charger/ USB cable... I had the exact same problem... It wasn't the fault of the USB port, but a faulty charger cable..
In fact, by jiggling the cable today I was able to get it to charge for the first time in several weeks. We'll see how that goes. (At least I will be able to back everything up before trying to send it to Singapore.) |
fairen
Joined: Aug 13, 2009
Posts: 164
PM |
Glad to hear that you were able to get it to work finally. WHat did they say was the reason why they are asking you to send the phone to SG for repair? What version is the phone and where did you buy it from? |
drad
Joined: Apr 16, 2002
Posts: 137
From: MI
PM |
I bought it here in the US from a firm is Chicago. Obviously, they got it on the international market because at the time the Xperia was not offered by any cell provider in the US. (Still isn't.)
SE's "excuse" was that they only warranty phones in the market of their original offering -- i.e., in the country in which they are offered for sale. Since they were never offered in the US or Canada, those of us who bought them because we thought they were a good product are by definition out of luck.
The whole thing is stupid and -- from the perspective of SE -- self-defeating. I'll never buy another SE product again. Period.
What I ended up doing is buying an SE battery charger and an extra battery. This will tide me over for awhile. The SE battery charger is sub par -- it never charges the battery beyond 89%. But it will do me until the HTC Sensation is available here in a month or so.
Then, SE "bye bye."
(In other words, SE's policy is penny wise and pound foolish. Good luck surviving in a competitive market.) |
drad
Joined: Apr 16, 2002
Posts: 137
From: MI
PM |
Put the Xperia up for sale on Ebay and decided to go with a Samsung Galaxy S2.
That's the end of Sony Ericsson for me. |
mlife
Joined: Jan 16, 2003
Posts: > 500
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I wouldn't jump ship on SE so quick.... They make a great product but purchasing unlocked/grey market items always comes with risk. next time find an international version which comes with USA warranty.... not always impossible to do. Also, it sounds like your port is actually messed up if "wiggling it around" got it to connect. Damaged ports are (more often than not) considered to be physical damage and would not be covered by warranty on ANY phone unless is was a manufacturing defect like Blackberry experienced with their 8300 line of curve phones.
I'm not trying to be difficult to you, and understand how frustrating problems like this can be, but thought that was worth mentioning.
[addsig] |
drad
Joined: Apr 16, 2002
Posts: 137
From: MI
PM |
On 2011-06-15 15:15:16, mlife wrote:
I wouldn't jump ship on SE so quick.... They make a great product but . . .
Six months later, I couldn't be happier with my Samsung Galaxy S2. What an improvement over the Xperia!
Apparently, the market agrees: Samsung's profits are exceeding predictions, while Sony's are declining.
http://www.nytimes.com/reuter[....]ss/business-us-samsung.html?hp
[ This Message was edited by: drad on 2011-10-07 07:23 ] |
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Posted: 2011-04-21 01:08
Galaxy Note III with 64gb micro SD 
