This is my second time of contacting Sony. I have requested a new replacement of Xperia Z5 compact and additional one year of warranty because of the poor repair service provided by TSO. Sony has accepted the former but rejected the latter. I wanna know the reason but I still have not received any response from neither Sony Mobile or TSO since the last time I talked to TSO. I insist my requests as Sony failed to provide me a proper warranty service. I am merely asking for the service I bought. Including the transportation, waiting time and etc., I have wasted over 30 hours and HKD800. I have posted my story on a forum and it has been viewed by over 20,000 members. Many members have expressed their concerns about the quality of warranty service. If Sony still reject my requests, I will send email to CEO of Sony Kazuo Hirai or seek help from Consumer Council and consider to sue Sony. I suspect that Sony has already violated the Trade Descriptions Ordinance as Sony failed to provide the service they claimed. Also, if possible, please contact me directly. TSO CANNOT help me.
Thank you very much for your email dated 25-Oct-2016 and 10-Nov-2016 regarding your (Xperia Z5 Compact E5823, IMEI#XXXXXXXXXXXXXX). Your feedback and comments are valuable to us. Please kindly accept our apologies for any inconvenience caused.
Whilst we always endeavor to provide our customers with excellent services that best fulfill their needs, we regret to learn of your experience on that occasion. According to our records (workorder no. WOTSO/GZ0362866 dated 26-Oct-2016, phone purchased on 23-Oct-2015), we note that owing to warranty expiry and damage resulting from liquid but the Water Resistant Test result is failed.
Therefore, we offer free of charge to replace a Z5 Compact unit to solve the problem that you claimed. According to our Limited Warranty Terms and Condition (clause#2), the replaced unit shall be warranted for the ninety (90) days from the date of repair. We regret to refuse your request of 1-year warranty extension.
As one of the leading mobile phone manufacturers in the world, we take our customers feedback and comments respectfully pride ourselves on continuous improvements in our products. We value your patronage and hope that despite this incident, you will retain confidence in our services and give us the opportunity to serve you again in future.
Should you have further comments and enquiries, please feel free to contact Mr. Li at 2781 2981.
For Sony Mobile Communications AB
Hong Kong region
Customer Care Centre