sony.nl

Poorest excuse of after sales care ever.

Handed over my Xperia XZ Permium for a basic repair task: broken button, not functioning fingerprint reader and a failing speaker in the bottom. All known issues if someone opens up the forum and actually reads the article. It was repaired under warranty, and communications seemed initially really good - within 10 business days the repair was done and the phone was sent back. Neatly packed, with instructions included and a list of details of what they repaired. So far it seemed like a top notch service delivered. This was until I unpacked, unwrapped and tested the phone. The back wasn't glued in straight, the corners forced in (signs of stress on the plastic). And the adhesive was not correctly placed causing the back to partially loosen itself. Then the next big surprise came when I turned on the phone - the screen was damaged (underneath the glass so this must have happened during re-assembly).... I expected a bit more from an official representative of the SONY corporation in the Netherlands. Now it's been handed in for a second time, more than the initial periode has passed and I only received a status notification that "they have received the phone in good order and are starting to work on it".This means that my phone is now long for 20 work days... unacceptable for a company like SONY. Another thing that is beyond my believe - is that I have been warned to check the phone upon return in order to report any issues with it within the first 10 workdays - otherwise there will be no warranty on the repairs!!!! Who the hell comes up with this stuff? Sony, in all honesty - I have been a long time customer in home entertainment, photography, gaming and telco - but if this is your way of dealing with the customers in the NL. Then it doesn't justify the price tag that you put on your premium line of products. I am disappointed to say the least!

Date of experience: Jul 18, 2019