False Advertising in Sony Store

[BeadyEye]

I purchased my z2 outright from my local Sony store back in July. When I was getting cashed out, their employees were trying to up sell their extended 2 year warranty. They claimed that for ANY reason whatsoever, the phone is covered for an additional 2 years, and the Sony store would replace the phone on the spot no questions asked. The gentleman even said I could walk into the store and throw my phone against the wall and demand a new one. This warranty I believe was $160. I declined at the time.

When I showed my dad my phone, he immediately went out and bought the z2 as well. He also bought the magnetic dock, and the extended warranty as well (his total was just under $1000). They also told him the same thing about the warranty that they told me.

So now my dad has an issue with the headphones jack. He brought it into the store, and the Sony employees both said it's a defective headphone jack and that the phone would have to be repaired by Sony. He said OK, take it, and I'll take a lender phone or a replacement. This is when the Sony employees said they don't offer replacement or lender phones on the spot anymore. They said he has to send it back to Sony for them to repair, and if they can't repair it, that's when they replace it. No replacement, no lender phone whatsoever.

How can Sony get away with this false Advertising? My dad is going to write a letter to the ceo of Sony Canada, and if he doesn't get results, will probably go to the local newspapers. I'm just wondering if anyone else has had an experience similar to this. Any advice as well is appreciated.

[Sam]

I am sorry to hear about this, however you are best to speak with your local Xperia Care team regarding and warranty/service questions.

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[BeadyEye]

Thanks for the reply. Since your response, I have contacted my local Xperia care. I was transferred to various departments for about a half hour before I could get a straight answer. It came from a customer service representative named Frank who works in the extended warranty department in the USA. He was the only helpful person thus far. He asked 2 supervisors why I can't get a straight answer. Apparently in Canada, Sony does not have an extended warranty department, so you're transferred to the American extended warranty department. The American one transfers you to the main Canadian Sony Xperia care who then transfers you back to the American one. It's quite ridiculous.

Frank informed me that in Canada the extended warranty is dealt with in store. He also informed me that the store is responsible for providing a replacement device, and recommended I speak with the store manager. I called the store manager last Friday, and explained what has happened. He informed me he would talk with his district manager and get back to me on this past Monday. I called Tuesday afternoon to speak with him (because my call was not returned). He informed me he had to speak with the local service centre and would get back to me in an hour. He did not. I called later in the evening and did actually speak with him. He told me after speaking with the district manager and service centre, the best they can do is send it for repairs (with no replacement or lender phone) and expedite the shipping.

Since this is absolutely ridiculous for a $160 extended warranty, I asked him to have his district manager call me tomorrow. This has got to be the worst customer service I've experienced in a very long time. Aside from Frank, nobody has been helpful in getting this resolved in a fair manner.

I await the district managers phone call tomorrow. If he will not resolve this issue in a fair manner, I will ask to speak with management above him. I don't know how Sony could possibly get away with this. Their employees sell you on a $160 extended warranty that DOES NOT EVEN EXIST.

There is not even an extended warranty department in Canada! They claim they will replace your phone on the spot no questions asked with this warranty, yet they do not. This is complete false advertisement.

If anyone has any suggestions, please advise.

[bruteoutlawz]

When he calls back refuse the repair they are offering you and demand a replacement. Paying $160 for a repair which would  be covered by the warranty (as long as its not been damaged by you) is unacceptable. Tell him why would you pay $160 for them to go through the same procedure that you would go through if you was claiming on the warranty? If you sent it back under warranty they would repair it if they can and replace it if they cant. Stick to your guns and dont back down. Good luck mate, let us know how the phone call goes.

[dandy63]

Hi, what an appalling ridiculous situation :smileyrolleyes:...this does not send out good signals nor confidence in the aftermarket support and with the extended warranty it makes the whole situation 100% worse!!!!

Totally agree with the last piece of advice.....stand your ground, dont accept the offer of a repair...you paid good money for an extended warranty & basically they are saying its worthless....

If in the long run you DO have to end up sending it for repair i would advise you to do so but only in the understanding that you get your money back for the extended warranty.

Some people might say that this could cause problems if you need to have it repaired again in the future but who is to say that whatever repair you might need will be covered anyway :smileysmileywink:

Good luck but dig your heels in bud 

[bruteoutlawz]

Did he ring back? If so, how did it go?

[BeadyEye]

He did not. I followed up with the Sony store, their employee told me he has passed the message along to the district manager and he will call me. I also followed up with Sony head office and escalated my issue to the manager of their customer service department. She is apparently calling me tomorrow. If I don't get a call from either one tomorrow, I am writing an email to the ceo of Sony Canada, and copying the Toronto Star newspaper. I will also file a complaint with the better business bureau of Ontario as well. I will make sure everyone sees the customer service experience we have received. For a company this size, to not honour their promise (contract) is absolutely astounding. Hopefully it won't escalate to that degree. We just want a working non defective device that isn't a lemon for $1100

[bruteoutlawz]

Just keep at them, i think eventually they will cave. They are clearly in the wrong, they are just hoping you will just roll over and accept what ever they say. Good luck and let us know how it goes.

[BeadyEye]

So I spoke with both a Supervisor of Sony Canada's Extended Warranty Department and the District Manager of the Sony Store where we purchased our phone.

The Supervisor pretty much said what I expected.. There's nothing they can really do, I'd have to take it up with the store.

I at least made some ground speaking with the District Manager. He informed me there is both an ADH Warranty (accidental damage) and Extended Warranty (extends regular warranty by 2 years). He said if we wish to replace the device under the ADH, we can, but it will use up that warranty completely. We would get a brand new device, but only the extended warranty moving forward.

Our other option is to send it for repairs under the standard warranty (2 week wait), and we would keep both ADH and Extended Warranty moving forward. That way if the phone gets damaged beyond repair within the ADH / extended warranty time frame, we could use the ADH then to replace the device. He also added they would arrange for a loaner device, and expedite the shipping for the repairs.

Pretty much Sony only replaces the device once under the ADH warranty. I can understand that, because people could abuse it.

I'm going to fine read the details of the ADH before deciding what way to go. I'm at least happy that I got a straight answer and an option. It's still a shame that it took probably close to 8 hours total of phone calls speaking to God knows how many different Sony employees from at least 6 different departments before I received a straight up answer, and fair resolution.

Sony really needs to improve their communication both internally and externally. It should not have taken as much effort as it did to reach this resolution.

[bruteoutlawz]

Exellent, at least you have the information now. Sony should have explained all this in store when you got the extended warrany, they need to get their act together. My advice would be to send it in for regular repair and keep the ADH warranty for a more serious issue at a later date. Glad you got it sorted