topic Re: Broken Screen Repair Taking Forever in XPERIA archive

Broken Screen Repair Taking Forever

meffect — Mon, 19 Oct 2015 20:08:27 GMT

I sent my Xperia Z3 in for repair for a broken screen, their estimated turnaround time is 14 business days however my phone has been at the factory for 24 business days with no updates. (It arrived at their facility on September 15th and it is now Oct 19th)

I have contacted support to escalate but that has not done anything. I contacted support today and they just told me they would put in a request for information which could take 48 - 72 business hours. Every time I contact support they have no information and they just tell me to come back later.

Has anyone else gone through this horrible RMA process. Any tips or tricks to escalate? Any ways to get this sped up? How long did your RMA take?

Re: Broken Screen Repair Taking Forever

Uliwooly — Mon, 19 Oct 2015 20:14:09 GMT

@meffect

I'm sorry to hear that but perhaps they don't have spare parts available just yet, you will have to contact your Local support

Re: Broken Screen Repair Taking Forever

meffect — Mon, 19 Oct 2015 20:18:48 GMT

@uliwooly

Thanks for your reply. I have, their support told me they we're waiting on parts and didn't know why it was taking so long.

Re: Broken Screen Repair Taking Forever

Uliwooly — Mon, 19 Oct 2015 20:20:02 GMT

@meffect

I understand it's frustrating but you know as much as we do since this is a user based forum.

Re: Broken Screen Repair Taking Forever

meffect — Mon, 19 Oct 2015 20:21:12 GMT

@uliwooly

Of course! I'm just looking for advice on how people have dealt with sony support in the past. Also was wondering if people have had similar experiences and how long it took for their phones to be repaired.

Re: Broken Screen Repair Taking Forever

emk — Tue, 20 Oct 2015 12:28:03 GMT

It took me about 45 days to get my screen replaced
It took so long because they didn't have the spare parts
It also differs from one County to another

Re: Broken Screen Repair Taking Forever

Haffiman — Tue, 20 Oct 2015 16:03:07 GMT

Far too often I see this comment: No parts, waiting for weeks for repair. Even happened to me here in Malaysia. With modern courir service, it takes no more than 72 hours between major cities in the world. Personally I have given up on SONY support and keep on with my rickety unreliable Z3 Compact until it fails totally - then in the garbage even if still within warranty. (Another 8 months to go). Bad customerservice is to me worse than a product itself that fails and to me it seems that customer service and policies have a long way to go in the SONY organisation. I have no experience with other brands customer service as they have never failed me during warranty periode and when problems occures, mostly batteries, after 2-3 years I have just changed phone. Got my first 'mobile' in the beginning of the 80's so it have been quite a number of phones of different brands but now on my second and last SONY due to Custome Service. My Z3 Compact replaced a fully working Active, that got problem with a scren difficult to read in sunlight. That phone has had a hard life but never failed me - the Z3 Compact been repaired once, no starting to act up again.

Re: Broken Screen Repair Taking Forever

Uliwooly — Tue, 20 Oct 2015 16:42:29 GMT

@Haffiman @meffect @emk

I wonder if this is a Sony issue or is it a third party company that is in charge of repairs that aren't ordering spare parts and/or they wait until they have to order certain amount of parts to save on shipping cost, if the later then it will be horrible but hard to tell.

Re: Broken Screen Repair Taking Forever

emk — Tue, 20 Oct 2015 16:51:09 GMT

A third-party company is in charge of repairs and ordering spare parts
But I had called Sony and they had said that the company had been waiting for the spare parts

Re: Broken Screen Repair Taking Forever

Uliwooly — Tue, 20 Oct 2015 16:53:05 GMT

@emk

There has to be a logical explanation behind this, it doesn't make sense that a company wants to tarnish its reputation by keeping the phone longer that needed.

Re: Broken Screen Repair Taking Forever

emk — Tue, 20 Oct 2015 16:56:21 GMT

I hope someone find out that logical explanation
But I still have the papers that inform when the phone was taken in and given back