topic Re: Help m2 freezing wont repair software in XPERIA archive

Help m2 freezing wont repair software

Pauldafunk — Mon, 26 Jan 2015 11:53:46 GMT

Hi there i have nothing but issues about this and my dad did the software update & now nothing work's on the phone as phone wont unlock it wont answer calls and it will not allow any sort of action on the handset i have repaired the device this will not do anything either 3 network have not been any help what so ever to me and all they say is its down to sony to repair this is not even 4 months old not good at all

Re: Help m2 freezing wont repair software

Thommo — Mon, 26 Jan 2015 12:21:25 GMT

As the phone is less than six months old then it's down to your network or whom ever you purchased it from but you could if you wish to contact Xperia care http://www.sonymobile.com/global-en/support/contact-us/

If this is the way you performed a repair then and still have issues then the above will be what you need to do

Performing a system repair using PC Companion will factory reset your phone

Switch off your phone and unplug from Pc (Hold volume up and power for around 10 seconds)
Start PC Companion and select Support zone then Update my phone/tablet then in Blue Repair my phone/tablet and follow the on screen instructions - When prompted connect your phone still switched off holding volume down or back button - This should start the repair or reformat process

If you are using Windows 8/8.1 or a 64bit operating system then adjust the settings for PC Companion and run in compatibility mode and chose Windows 7 or XP

Re: Help m2 freezing wont repair software

Pauldafunk — Mon, 26 Jan 2015 13:10:37 GMT

Hi there fella ive tried all of the above and no luck i went to the three store and they said that even though this is less than 6 months old its not those who will exchange this totally unaceptable of them they were willing to take the money form the phone and total fob off on there side yes its a sim only account with the phone bought out right over £100 and they dont want to know

Re: Help m2 freezing wont repair software

Thommo — Mon, 26 Jan 2015 13:16:48 GMT

If they supplied the phone then they are breaking the law by saying this and refusing to accept responsibility - I give advice on consumer forums so know that what I'm saying is true - 6 Months and under they have to prove the fault and or issue is caused by you and over 6 months to a year or maybe 2 you have to prove the fault was not caused by you and from 1 or 2 years upto 5 or 6 years depending on if you are in Scotland then you can still claim which is called or based on an item been deemed Inherently faulty, I'd go back saying the consumer law and the 6 month clause and if they still refuse then you could ask for a deadlock letter and take them to court and you will probably win because they are in breach of this law

Re: Help m2 freezing wont repair software

Pauldafunk — Mon, 26 Jan 2015 13:50:07 GMT

Just spoken to three Meadowhall on 0114 256 8797 who informed me that as sony are the manufacture they only have a exchange day of 28 aftet the handset on a pay as u go device with the sim only deal per month and not down to those to exchange i have advised the quote about law and they say its still down to sony to exchange

i agree with everything u said about it and i will be explauning this aswell to them that i found

I bought the phone myself

If you bought the mobile phone yourself without any monthly contract, then it’s the retailer and not the manufacturer or service provider who is responsible for dealing with your complaint.

So, for instance, if you bought an iPhone from Carphone Warehouse and it developed a fault, you must make your complaint to Carphone Warehouse, not Apple.

Under the sale of goods act any product you buy must be as described, of satisfactory quality and fit for purpose. So, if your phone develops a fault you could be entitled to a full refund, repair or replacement.

Your options depend on what’s happened and how old the mobile handset was when it developed the fault.

If the fault develops within six months the law assumes that the fault was inherent in the phone unless the retailer can actually prove otherwise.

After six months, you may be required to prove you didn't cause the fault, for example by mishandling the phone or dropping it in the bath!

My mobile phone has a manufacturer’s guarantee

In addition to your rights under the Sale of Goods Act, your mobile handset will normally have a manufacturer’s guarantee. You could claim on this if your mobile develops a fault during the guarantee period.

If a fault occurs after purchase, pursuing the guarantee may be your best remedy. It’s worth contacting the retailer first to see if they will be willing to pursue the guarantee on your behalf.

If not, contact the manufacturer directly. The manufacturer must do whatever it says it will do in the guarantee, usually this will be to repair or replace a faulty item.

Don’t be fobbed off

If you encounter a retailer that refuses to refund, repair or replace a faulty item, you should complain in writing to the store manager.

We've often heard of retailers passing the buck when it comes to taking responsibility for products after they develop a fault.

Don't be fobbed off though. If you want to get a result you need to be prepared to be persistent.

If you know your rights before you proceed, that will put you on a better footing from the outset. Our advice is to persevere!

Ombudsman Service

Every mobile phone provider must belong to one of two telecoms dispute resolution schemes, Cisas or the Communications Ombudsman Services.

So if you have exhausted your provider's internal complaints procedure you can escalate your complaint here.

Note that the Ombudsman Service and Cisas only deal with complaints about mobile service providers (the company you pay for your service), and not about other mobile phone retailers that 'resell' mobile contracts but don't operate their own service (for example, Phones4U).

Re: Help m2 freezing wont repair software

Thommo — Mon, 26 Jan 2015 14:17:26 GMT

They are definately fobbing you off - Never heard of such nonsense about PAYG and 28 days - I wouldn't be standing for that infact there was one time I took Carphone warehouse all the way untill they gave in so stand your ground and take the fight to them

Re: Help m2 freezing wont repair software

Pauldafunk — Mon, 26 Jan 2015 14:20:18 GMT

Oh i will do know i am going to take to twitter next and bombard them with them advising they fobbing me off

Re: Help m2 freezing wont repair software

Pauldafunk — Mon, 26 Jan 2015 15:14:47 GMT

email from the exec office

Hello Paul

Thank you for your email. I'd like to ask my team to investigate and have the matter resolved for you.

Before we can do this we will need some more information as I’m unable to locate your account. Can you please send us the Three account number, phone number or sim number and we’ll look into this for you?

Once we have your details a member of the team will investigate and contact you within 24 hours.

If you want to contact us simply reply to this email or you can give my team a call on 0800 358 9042. Our office hours are 9am to 6.30pm, Monday to Friday.

Regards

Steven Cocker

Head of Executive Office Operations

Re: Help m2 freezing wont repair software

Thommo — Mon, 26 Jan 2015 15:26:32 GMT

Nice one - Whether it's a contract or bought outright you still have the same rights

Re: Help m2 freezing wont repair software

Thommo — Wed, 28 Jan 2015 07:26:46 GMT

@Pauldafunk Any new news on this issue

Re: Help m2 freezing wont repair software

Pauldafunk — Fri, 30 Jan 2015 09:22:42 GMT

HI there some one from the exec office is getting back to me today will keep you posted fella

ive said to them in the email i am entitled to either a refund or a replament lets see what they say sorry about delay getting back to you been busy at work

Sony Repair team Quality Control Are You Blind

Pauldafunk — Mon, 09 Feb 2015 11:58:06 GMT

Ok i sent my dads phone into you with no marks scratches or anything only 4 months old and was told they will reapir this and send it back look at the state of the handset he recieved back qaulity control need glasses would you accept this back

Re: Sony Repair team Quality Control Are You Blind

Thommo — Mon, 09 Feb 2015 12:01:19 GMT

Sorry to heqar this, Did you take photo's of it before it was sent away or have a store fill out a quality inspection report - If you did then you can argue this

Re: Sony Repair team Quality Control Are You Blind

Pauldafunk — Mon, 09 Feb 2015 12:10:22 GMT

No Mate they have all details its still carrying on from the issue with three refusing to exchange it from when i spoke to you last about it when you said i could demand replacement they still refused and was told to send it off which i did and then recieved this piece a crap

Re: Sony Repair team Quality Control Are You Blind

Thommo — Mon, 09 Feb 2015 14:27:47 GMT

Is that the back glass or is it a removable film and if they won't sort this matter out then ask for a deadlock letter from 3 as it is them who you have a contract of sale with and not Sony - When you get this letter then take them to the small claims court - Be sure to keep records of all emails phones calls ie: when and what time and even a copy of the consumer protection act and you can also if you wish to contact a consumer team that fights these cases - one group is called Computeractive

Re: Sony Repair team Quality Control Are You Blind

Pauldafunk — Mon, 09 Feb 2015 14:46:57 GMT

thats the glass fella i will speak to three again at some point as at work at the minute but cheers

Re: Sony Repair team Quality Control Are You Blind

Pauldafunk — Mon, 09 Feb 2015 16:20:13 GMT

Just had a message off my dad some manager has as rang him and advised they are going to deliver a new hanfset to his door because of the issues he as had from them,

Re: Sony Repair team Quality Control Are You Blind

Thommo — Mon, 09 Feb 2015 18:29:03 GMT

I'm a pessimist and believe nothing untill I see it but if true then this is awesome news and just goes to prove that with perseverance you can get the right outcome

Re: Sony Repair team Quality Control Are You Blind

Thommo — Tue, 24 Feb 2015 09:16:19 GMT

@Pauldafunk How did you get on with your phone? did a new one arrive?