topic Re: Melted USB C port in XZ Series

Melted USB C port

eidilirvine — Tue, 27 Nov 2018 14:14:16 GMT

Hi Support Team,

Last night, like normal, I plugged in my phone to charge and flipped over to go to sleep. About 10 seconds later, I smell burning. I turn around to see a small flicker where the charging port is. I quickly unplug the cable and the burning stops. Both the cable and my phone charging port have melted. The connectors on the USB Type C charging port are completely black now and not even the charger works anymore. Therefore my phone is essentially useless now that it can't be charged. I am a student and there is no way I can afford to buy a new phone. I am very upset about this, very much so about the broken phone and even more about how dangerous the situation could have been if this had occurred while I was asleep. It could have started a fire or seriously injured me. Quite traumatising to say the least.... Is there any way you could help me. I would be happy to provide any other information to help my case.

Thanks

Re: Melted USB C port

mistert123 — Tue, 27 Nov 2018 14:37:40 GMT

Call Sony Mobile

Re: Melted USB C port

Jonas — Wed, 28 Nov 2018 13:01:35 GMT

Hi @eidilirvine, very sorry to hear about what has happened.

I would recommend that you stop using the device and that you get in touch with your Local support team as soon as possible, since the device will need to be examined at an authorized service centre.

If you have any questions regarding the warranty, local service routines and consumer laws, they are better suited to answers these type of questions as well, as they may vary between markets and I work globally.

Once again, very sorry to hear about this!

Re: Melted USB C port

infixremix — Wed, 03 Apr 2019 23:42:36 GMT

Common issue?? Just currious smelt toast and found out it was my port

Re: Melted USB C port

Uliwooly — Thu, 04 Apr 2019 02:32:49 GMT

@infixremix

I've had an Xperia XZ for a while now and I haven't experienced this, I don't think this is a common use, do contact your Local Support team to get it inspected.

Re: Melted USB C port

Jonas — Thu, 04 Apr 2019 14:29:58 GMT

Hi @infixremix, sorry to hear about what has happened.

This is absolutely not a common behaviour and we are of course taking this very seriously.

The device will need to be examined by a trained technician at an authorized service centre and you may want to send in both the charger and the cable that you used to charge the device. For further information and assistance with sending the device in, please get in touch with your Local support team.