Okay, not the best concept for anÂ In Russia… joke. But, it’s true. Sony Ericsson is notorious for not only refuxing to fix your phone (when they should), but actually making things worse. Our (traumatic) example, at the Read More link.
Taking advantage of the amazing Sony Ericsson Z750a deal (which is still going on, albeit in pink… a $10 case can fix that easily), our office had a few new Z750a units sitting around.
Well, one of them decided to stop working. In particular, the center and end call keys simply quit responding. So, with a shudder, we called up Sony Ericsson warranty service. Why the fear? Because we’ve never had a single good experience with SE Warranty Services in the United States. From the wrong T68i replacement in 2000, to the six-week turnaround on fixing a W600i… we’ve been there first-hand.
Why is this such a problem? Because Sony Ericsson outsources warranty service in the United States. In Europe, theyÂ speciallyÂ train technicians to work on these phones… but over here, they hire a company with no experience. And, it shows.
Important note: While AT&T will warranty phones directly, they will only do so for users under contract with AT&T. GoPhone prepaid customers are left to deal with the manufacturer directly…
Back to our example. Of course, we had no problem in sending in the Z750a… Sony Ericsson’s direct support quickly generated an RMA number, and our phone was in the mail. In fact, this time it even came back within the 10 business day window.
But, that’s when the trouble started. The report, wrapped around the phone, cited “corrosion” as the fault, and that the phone would not be fixed. Essentially, they voided the warranty. Obviously, this was not the case… the phone had never been outside. If there was corrosion, it was from the prior owner, and Sony Ericsson’s (outsourced) refurbishing facility didn’t do their job.
Wait, it gets worse. We powered on the phone, and… nothing worked. The entire keypad was off-center (improperly reinserted). As such, no key functions… you can’t even press it.
Wait, it gets even more worse. The phone won’t even recognize the AT&T SIM card for which it is supposed to be locked it. It’s as if someone plugged it in to a service terminal, flashed it with the wrong firmware, and dropped it back in the box. We’d sure like to know what they did to the software on the phone, but we can’t… because the keypad won’t function.
In short, this is par for the course at Sony Ericsson. We’d take the phone to one of AT&T’s Device Repair Centers at this point… but AT&T would probably laugh us out the door. The phone has been ruined by Sony Ericsson, and we’re now looking at an up-hill battle to get them to admit it.
Bottom line: When you buy a phone, you have to look at the company behind it. You have to see what support chain is there. Sony Ericsson’s support chain, in America, is downright broken. Don’t buy Sony Ericsson, unless you have a contract plan with a carrier that will warranty it for you. We’ve had enough of the years of frustration, lost time, and lost money.