topic Re: Bad Customer Service Experience - Lost Phone in X Series

Bad Customer Service Experience - Lost Phone

denisee — Fri, 23 Jun 2017 15:35:12 GMT

I purchased a brand new Sony Xperia X performance a while ago, the phone turned itself off with no reason and never turned on again within a few months. That's why, I made a contact with Customer Service and they received the phone at the beginning of April to fix it. They put me on hold more than 2,5 months for a piece of equipment. After a very long wait, 3 weeks ago, Canada headquarter sent my phone's shipping information via Fedex. My phone was in Fedex warehouse and I was in touch with them everyday. Fedex said that they lost my phone in their warehouse. It will be almost 3 months now and I am living without a phone. I have been talking to Sony Customer Service everyday. Each representative is incoherent with each other. They make us come and go between Repair Center and themselves. I am really done with waiting. I want my phone back. I'd never imagine that I'd have been that disappointed with Sony Customer Service. I have been a very loyal Sony customer so far. But Sony made me go through this last 3 months. They do not send my phone or they do not refund my money. And it takes forever....Please help...

Re: Bad Customer Service Experience - Lost Phone

Uliwooly — Fri, 23 Jun 2017 15:52:23 GMT

@denisee

I'm sorry about your lost, but isn't it on fedex to get you a new phone, at least here in the USA when you send anything you get insurance, if you sent a phone and you mark the actual price, and they, fedex, admited that they lost the phone, it should be up to them to pay you back.

Re: Bad Customer Service Experience - Lost Phone

denisee — Fri, 23 Jun 2017 19:40:32 GMT

@uliwooly

You're right, it is Fedex's mistake. As a recipient, we can't declare a refund from Fedex. When we talk to Fedex, they say that Sony as a sender needs to make a claim and they can refund the money. Actually, Fedex is helpful, they are ready to pay for our loss. The problem with Sony side is they are moving very slowly. Customer Service and Repair Center have lack of communication within themselves. They will already fix their problem with Fedex. Sony should not put their customer into such difficulty. I have already waited almost 3 months now without a phone. They should not make me suffer anymore. Each and everyday I have been calling Sony Customer Service, each representative tells me something different, they always say they will update me. Then there is no solution at the end. They are unaware of everything. Sadly, my brand new phone is gone.

Re: Bad Customer Service Experience - Lost Phone

denisee — Tue, 27 Jun 2017 15:09:32 GMT

Sony sent me a new phone yesterday. My phone was international version with dual sim which is F8132. They sent me the regular version which is not dual sim, F8131. I am glad to receive a phone after waiting for 3 months without a phone. But it shouldn't have been the wrong phone.

Re: Bad Customer Service Experience - Lost Phone

Uliwooly — Tue, 27 Jun 2017 20:39:26 GMT

@denisee

Have you contacted them about that?