Sony Xperia phone fell apart while I was still making payments

[cyde01]

So back in September my Sony Xperia Z3 phone started falling apart, while I still had 2 more months remaining on the payments. As you can see in the pictures the screen is coming off, while the battery seems to be swelling from the inside and pushing the screen out. I didn't drop it or cause the damage in any way or form. The phone's out of warranty, but the dang thing wasn't even two years old and paid off when the screen started coming off. I was gonna do an insurance claim but I really don't think I should pay out of my own pocket for a ridiculous factory defect on a phone that wasn't even that old. I mean, it's like the phone manufacturers design the phones to self destruct before they're even two years old so that they can keep selling you new ones.

So even though it was out of warranty I contacted Sony for a repair, seeing as this is clearly a factory defect and not damage that I have caused. Long story short they gave me the run around for two months with copy-paste emails saying it would take them weeks to find a third party vendor to do the repairs. I finally checked in on them today with a threat that I would post pictures and video online of the phone with recommendations that no one buy Sony phones. Their email reply was that they no longer have a repair facility for out-of-warranty phones and are unable to assist me.

So, I'm posting this to ask the forum, is this fair? Given the nature and amount of damage I feel the manufacturer is responsible for this problem, regardless of whether the warranty is up. I trusted Sony and loved the phone when I first got it, but given everything that has happened I definitely cannot recommend to anyone that they buy Sony phones. What do people here think?

 

[Slug]

I'm posting this to ask the forum, is this fair?

From my pov no, as Sony devices sold here in the UK (and elsewhere in Europe) have a 2yr warranty.

 

[lvt]

If it's the battery it could happen to phones from any brand. One friend of mine also has her S4's battery cover popped up because of swelling battery. Fortunately the battery is removable.

 

[svim]

So back in September my Sony Xperia Z3 phone started falling apart, while I still had 2 more months remaining on the payments.

If you don't have any documentation that you filed any claim BEFORE the end of the warranty coverage Sony doesn't have any responsibility. If you do then you've got some leverage, if you don't then what phone are you thinking of getting next?

 

[cyde01]

Here's a record of my communications with Sony, in case anyone's interested.

Nov13
I have a sony xperia z3 that i bought from t-mobile. The battery is expanding and it is pushing the screen apart from the rest of the body. This is a factory defect and i am not responsible for any of the damage. I would like to get it repaired. Please contact me on how to proceed. Thank you.

Nov14
Dear Eddie,

Thank you for contacting Sony Xperia™ Online Support.

We are very sorry to hear that you are experiencing this inconvenience with your Xperia™ device, we are here to assist you. In regards to your inquiry, please get back to us with the IMEI# of your device in order to help us decide the appropriate action to be taken on your case.

To view the IMEI number, you can open the phone dialer on your device and enter *#06#.

Or Find and tap Settings > About phone > Status > IMEI information.

We apologize for any inconvenience this may cause.

Nov14
Hello Alba, thank you for your assistance. IMEI # xxxxxxxx

Nov15
Dear Eddie,

Thank you for contacting Sony Xperia™ Online Support.

In regard to your inquiry we are sorry to hear that your device is not working properly, it is our pleasure to assist you. Sony Mobile is temporarily unable to assist with your Out-of-Warranty repair but is moving quickly to select a 3rd -party vendor to handle these repairs.

We do apologize for the inconvenience.

Nov25
Hi i was wondering if i could get an update on the status of this. I would really like to get my phone repaired as soon as possible. Thank you for your help.

Nov26
Dear Eddie,

Thank you for contacting Sony Xperia™ Online Support.

In regards to your to your inquiry, can you please be so kind to let us know the RMA number of the phone that was created for you for you to we can look for the status?(the RMA # is in the email subject line)

Nov26
The only # i received was 1-28608872295
last i was told you were "moving quickly to select a third party vendor to handle the repairs." Since then i haven't had an update and would like to know the status of this. I'd like to reiterate that this is clearly a factory defect and of no fault of my own.

Nov27
Dear Eddie,

Thank you for contacting Sony Xperia™ Online Support.

In regard to your inquiry, we are sorry to hear about your situation and we would like to apologize for any inconvenience, however, the situation would be that Sony Xperia™ is switching to a new repair facility and as result, we are having a delay receiving the repair information as well as we now lack the option to provide with out of warranty repair options since the repair facility does not have an active billing department due to this process. It should be working properly within the next few weeks, however, for the time being, there's nothing we can do. We are sorry for any inconvenience this may cause you.

Dec1
Hi Leonard. I understand the situation now but would kindly ask that you can do everything in your power to expedite the process. The problem seems to be worsening, and my second income as an Uber driver is dependent on my phone working properly. I would rather not be forced to abandon Sony and buy a different phone altogether. As you can see in the photos, it appears that the battery is pressing on the inside circuitry, making it bulge out and pushing the screen out from the inside. Please inform me how soon you can help me in getting this issue resolved. Thank you.

Dec1
Dear Eddie,

Thank you for contacting Sony Xperia™ Online Support.

In regards to your inquiry, we are truly sorry to hear how inconvenient this situation is for you and I will be glad to assist you. However, we are currently unable to assist with repairs unless it's related to the manufacture warranty.

However, once a vendor has been selected, we will contact you with additional information. We apologize for any inconveniences this may cause you.

Dec20
Hi I have been contacting you for about two months now trying to get this situation resolved. You contacted me saying that you are in the process of selecting a vendor to take care of the repairs and that it would take a few weeks. That was over a month ago and after my repeated inquiries all you did was give me the same reply. I haven't heard from you guys since December 1. As you can see in this photo, the manufacturing defect on this phone is inexcusable. Do you have any intention of actually assisting with the repairs? If I do not hear back from you with a concrete timetable of how soon my phone will be repaired I will post a video review online showing the manufacturing defect of this phone along with the communication I received from customer support and recommend that people do not buy any Sony Xperia phones. As I have stated before I am dependent on this phone for my second income and would appreciate if you can do everything in your power to expedite the process of getting this phone repaired. Thank you.

Dec20
Dear Eddie,

Thank you for contacting Sony Xperia™ Online Support.

In regards to your inquiry, Sony mobile is unable to assist with your Out of Warranty repair because we are not receiving out of warranty repairs anymore on our repair center in the US. We recommend you to contact a third party repair center in order for you to fix the device. We apologize for any issues this may cause.

 

[cyde01]

If you don't have any documentation that you filed any claim BEFORE the end of the warranty coverage Sony doesn't have any responsibility. If you do then you've got some leverage, if you don't then what phone are you thinking of getting next?

The warranty was up. I was a big fan of Sony before this and due to the fact that it was clearly a factory defect I thought they might fix it, seeing as how in this day and age of internet review based marketing word of mouth is important. I guess I was naive.

 

[Hadron]

Swelling batteries may or may not be a factory defect - overcharging (which the phone should protect against) or overheating (which would depend on your usage) could cause it too. I've seen reports of this occasionally from all manufacturers.

The most important thing is that this isn't simply an inconvenience, it's a fire hazard. You really should not continue to use a device with this problem.

 

[Spec2nirvash]

Batteries from most, if not all phone manufacturers swell up after time, again, depending on how the device was used. Also, good luck fighting Sony with anything. Weeks, possibly months will be wasted, and lots of postage... Same for all manufacturers when it comes to customer service or warranty repairs. They're trained to waste your time and exhaust all other options before fixing or replacing anything. They all suck.

If you really like the phone, just replace the battery. There's plenty of new ones available for decent money, and you can also find some double sided adhesive tape to set the screen back down in the frame. IF, you're inclined to do so. Every mall I walk into has a kiosk that will fix it up also, but they're so varied in labor pricing I can't even give a ball park figure on what that would cost. Youtube has videos that say 3 minute battery fix for XZ3. May be less for you, as your phone is already halfway apart

Hadron is right tho. That phone should not be used until that battery is replaced. Seriously.

 

[OrigSleuth]

Like Hadron, I have heard of the issues of Li-on batteries getting too warm. Either by defect, over charging or by usage. These things if it goes wrong can (& has) bring an aircraft down.

It starts being a serious issue - Think of the Samsung Galaxy 7. It is banned on airplanes - either off or on!

 

[zuben el genub]

The warranty was up. I was a big fan of Sony before this and due to the fact that it was clearly a factory defect I thought they might fix it, seeing as how in this day and age of internet review based marketing word of mouth is important. I guess I was naive.

That's a switch. I was a fan of Sony's Palm Clies. I bought one and the line apparently had a major defect. Mine was working just fine. Sony sent me a box with an RMA and ordered me to return the device. BTW- I still have it and except for the wifi, it works.

Maybe you can find a Sony phone forum with others who have the same problems and complain?

 

[mikedt]

Batteries can swell even after a short time, if they're faulty. I believe some of the original OnePlus One phones had that problem, when it was first released.

FWIW I've only ever had a bulged Lipo battery once myself, a seven year old Macbook laptop battery.

BTW I liked Sony Trinitron TVs and their professional Betacam VCRs, but that was it. But I do know Sony consumer warranty service in the UK has always left a lot to be desired, elsewhere I don't know.

And for interests sake here's a lengthy thread we had about Sony sometime ago.
http://androidforums.com/threads/what-went-wrong-with-sony.651707/
What went wrong with Sony?

 

[Slug]

Batteries can swell even after a short time, if they're faulty. I believe some of the original OnePlus One phones had that problem, when it was first released.

Any li-ion pack can swell, regardless of age, if a cell fails. Some Sony Xperia Z1 Compacts had an issue, and all were (afaik) replaced under warranty.

I do know Sony consumer warranty service in the UK has always left a lot to be desired, elsewhere I don't know.

See above. Warranty validity is entirely dependant on the manufacturer. For example, you wouldn't believe the number of handsets I see returned as BER (beyond economic repair) due to water damage that the owner swears were never near water. The plain fact is, though, that the liquid ingress indicators don't lie.

Unfortunately, warranties vary via market. The ultimate arbitrator is your local consumer law.

And for interests sake here's a lengthy thread we had about Sony sometime ago.
http://androidforums.com/threads/what-went-wrong-with-sony.651707/
What went wrong with Sony?

Ah yes, the DRM fiasco from what, 4 years ago? Hardly relevant to a hardware issue.