topic Re: Sony Xperia z2 broken screen in XPERIA archive

Sony Xperia z2 broken screen

sumit9798 — Wed, 31 Dec 2014 03:55:11 GMT

Hi guys,

I am a user of Sony Xperia Z2. My phone screen (tough and digitizer) has broken as it fell on ground. Phone is still in warranty. But service center is denying to change broken screen even i agreed to pay their charges. Instead they are demanding rs21,000 form me in order to give me a new phone in return. As per them Sony Xperia Z2 is special phone in which they dont repair broken screen instead they only use to replace phone after taking 21,000 rupees. I have requested them to send me in written all these information but they have denied this also.
Please guide me what should be done in this regard

Job No: 14110706625

Thanks
Sumit

Re: Sony Xperia z2 broken screen

Phy — Wed, 31 Dec 2014 06:55:13 GMT

Best thing to do is to contact Sony Xperia Support.

http://www.sonymobile.com/global-en/support/contact-us/

Re: Sony Xperia z2 broken screen

dandy63 — Wed, 31 Dec 2014 08:21:17 GMT

Hi, perhaps they do not have the spare parts at the moment or it may be the case that the costs involved of changing the screen etc & possibly other damage including labour it would be more feesible to replace the handset.......you neeed to clarify this with them so get back in touch with them.

Other alternative is a 3rd party repairer :smileysmileywink:

Re: Sony Xperia z2 broken screen

sumit9798 — Wed, 31 Dec 2014 09:37:21 GMT

Thanks for your reply.

Sony Xperia Service center has given me option to either pay Rs21000 and take a new phone or i can take my phone without repairing. As per me screens and digitizers are parts of Xperia phone. I understand that they are not covered under warranty. But service center should have such techinicians who can change broken screen. As per my reserach Sony Xperia Z2 screen and digitizer cost is Rs 6000- Rs 7000., But they are asking me to pay Rs 21,000. My direct question to Xperia team is that if you cant replace only screen and digitizer than please send me some legal document where its is mentioned. At this moment Sony is playing a role of autocrate and its customer queries are unhandled

Re: Sony Xperia z2 broken screen

jmaxim917 — Wed, 31 Dec 2014 11:50:16 GMT

Contact the BBB in your country and report the issue to them. Can you imagine buying a new car and a few months later your wind screen is broken and the dealer says they can't fix it, you have to buy a new car. That's what Sony and the service center are telling you. This is really poor customer support.

Re: Sony Xperia z2 broken screen

dandy63 — Wed, 31 Dec 2014 12:26:51 GMT

As i said earlier, you have to contact them again & ask why they will not change the items......also the reasons of the costs involved, i am quite sure they have technicians who can do this. Also jmaxim917 comparing these issues to buying a new car etc is simply ridiculous.....:smileyrolleyes:

Re: Sony Xperia z2 broken screen

sumit9798 — Wed, 31 Dec 2014 12:35:35 GMT

dandy,

i already did that. As per sony Xperia Senior Executive (Mr. Sonu), they can only replace this phone with a new phone by charging Rs 21,000. As per him, this is a special phone in which they dont repair screen damages.(May be he wanted to say - - this is a special phone that Sony has produced to fool its customers :smileyangry:)

Re: Sony Xperia z2 broken screen

dandy63 — Wed, 31 Dec 2014 12:57:17 GMT

So, why exactly is it a 'special' Z2........very strange, how much does a new Z2 cost in your country, have you looked at the cost of a 3rd party repairing your phone?

Re: Sony Xperia z2 broken screen

jmaxim917 — Wed, 31 Dec 2014 13:52:35 GMT

dandy63, my analogy might be simply ridiculous but I'm sure u get the idea. Also, companies are required to stock spare parts for items they sell.

Re: Sony Xperia z2 broken screen

dandy63 — Wed, 31 Dec 2014 15:45:05 GMT

I dont think them not having the spare parts is the question here......if they dont have the screen etc they would order them in, it just seems a bit of a strange scenario that they have seemingly said they wont replace the screen etc.....perhaps what they are meaning is under warranty as the phone was dropped. A more indepth description of their reasons etc is needed......very frustrating i am sure

Re: Sony Xperia z2 broken screen

Uliwooly — Wed, 31 Dec 2014 17:11:25 GMT

@jmaxim917 @sumit9798

Ask to speak with a supervisor, perhaps there's a misunderstanding, perhaps the motherboard was damaged

Re: Sony Xperia z2 broken screen

sumit9798 — Wed, 31 Dec 2014 18:41:37 GMT

They have clearly mentioned that there is problem only in touch screen and digitiser. There is no problem in motherboard as my phone is still working properly. Instead of this they are denying to repare this even i have agreed to be bear the cost. They have told to pay Rs 21,000 to take a new phone else this phone will not get repared.

Re: Sony Xperia z2 broken screen

sumit9798 — Thu, 01 Jan 2015 08:24:00 GMT

Guys, I have got below disgusting reply from Sony Xperia. Please check they have not mentioned any where about Rs 21,000 that they are demading from me in exchange of phone.

Dear Mr. Bohra,

Greetings from Sony Xperia support.

We value the importance of your concern and regret the inconvenience caused.

As per your query, we would like to inform you Xperia Z2 phones are not serviced. In the unfortunate event of failure of the phone, for faster solution to the customer, we exchange the phone. To maintain quality and reliability of the product, the phones are serviced at our central workshop.

In case of phone damaged due to external causes, the service cost to the customer becomes more than the cost of the product. This is the reason, we offered you to exchange the phone with a unit.

If you need any assistance or clarifications, please feel free to contact Sony Xperia Support at the Toll Free number 1800-3000-2800 (Working Timings-9:00am to 9:00pm: Mon-Sun)

------------------------

Re: Sony Xperia z2 broken screen

Uliwooly — Thu, 01 Jan 2015 08:58:21 GMT

How is that a disgusting reply? Ypu dropped the phone, the screen cracked, **bleep**, but it make sense warranty doesn't cover it.

Re: Sony Xperia z2 broken screen

sumit9798 — Thu, 01 Jan 2015 09:12:09 GMT

I agreed it is not covered under warranty. And i am ready to pay whatever cost they are demading to repare broken screen.

But they are telling me to get a new phone from them by paying Rs21,000. Why the **bleep** i should pay Rs21,000 if that can be done by repairing it for Rs 7,000.

e.g. for you. You own a car for Rs 10,00000. If you break your car window glass just within 4 months and take it to your car showroom for fixing a new window glass. Then car showroom owner gives you only one option to get your car replaced by paying Rs 6,00000. What you will do then.

I belive you will ask him to fix it using a new window glass only that will cost you very less comparatively.

Re: Sony Xperia z2 broken screen

dandy63 — Thu, 01 Jan 2015 09:48:35 GMT

Hi, from what i can gather from the letter they sent you..........they would have to send away your phone to a different Centre to repair it, could be for a number of reasons......so due to the time involved especially at this time of year they offered you a replacement so that you would not be inconvenienced & without a phone for however long it takes......now you clearly do not want to pay the cost involved of getting a new phone SO all you have to do is ask them to send your broken phone away for repair & this other Centre will give you a price for the repair.......or as i mentioned earlier look into a 3rd party to repair your phone.....:smileysmileywink:

Re: Sony Xperia z2 broken screen

sumit9798 — Thu, 01 Jan 2015 10:22:15 GMT

This reply i have recieved after 2 months.

Re: Sony Xperia z2 broken screen

dandy63 — Thu, 01 Jan 2015 14:31:37 GMT

Hi @sumit9798 ....where is your phone just now, at the centre or with you at home

Re: Sony Xperia z2 broken screen

sumit9798 — Thu, 01 Jan 2015 16:07:04 GMT

At the center

Re: Sony Xperia z2 broken screen

dandy63 — Thu, 01 Jan 2015 18:20:29 GMT

Hi, in my opinion if i was you i would get back in touch with them & ask if they could send it to a different Xperia Care Centre & BEFORE they do so give you a quote for the repair or your other choice is find out how much a 3rd party repairer would charge to repair your phone......you can then ask the Xperia Centre to return your phone asap

Hope this helps :smileysmileywink: