Sony Xperia z2 broken screen

[sumit9798]

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

[Phy]

Best thing to do is to contact Sony Xperia Support.

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

[dandy63]

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:

[sumit9798]

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

[jmaxim917]

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.

[dandy63]

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:

[sumit9798]

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:)

[dandy63]

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?

[jmaxim917]

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.

[dandy63]

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