Complaint Regarding Phone Repair Process

[reaverscav]

I went to a Sony Shop yesterday, 29/07/2014, at #16 Digital Exchange, Glorietta 3 Makati. Have my Xperia Z2 checked and found out that there is a dead pixel on it. I showed them my VIP card which they accept. They said that it will be sent to their main service centre as they only offer software updates. I was advised that it will take 7 business days. I ask them if they can provide me a loan phone as I have a VIP card. They said yes but cannot give me definite time as to when I can get it.

They just said I can get the loan phone within 5 business days. I explain to them my situation that I need an immediate phone badly due to work requirement. --As I need a phone for my managers to call me and vice versa, in case there are any immediate approvals that need their consent(s) in our office. Despite my reluctance, I have no choice but to give my phone as I want it fixed and can have it as soon as I can.

However, then they told me that 7 business days will start from the time the main service centre received the phone. Which for me, is very inconvenient. And of course, 5 bus days for the loan phone will start counting the same way too they said. They gave me a job order # which I tried to check on your track repair site and it is not even working. This is the Job Order #: xxxx990. Website says it starts with J then followed by 8 digits. I only have that.

I've been loyal to Sony phones since I got my SE P1i. Then Xperia Go, Xperia Acro S, and then Xperia Z2. I am proud to admit that I am a Sony Fanboy until now. But I am deeply disgusted with what I am experiencing right now. I have nothing against the shop I went. They are all professionals, courteous and very accommodating. And I commend them for that. I just hate your long timeframe and process. I just want my phone fast. Please help me with this.

Make me believe in you again...

[Bearings]

Don't it appears to you that the job #xxxx990 looks fake? Hiw can they give you the job # when the phone have yet to reach Sony? I think you need to clarify with the phone shop what they did with your phone. I doubt they actually sent your phone to Sony.

[dm841]

yu do get job numbers before your device gets to sony its like your tracking number for a parcel you send  the only thing you'll have to do is find time to go back there and reconfirm the job ref no and it should all go fine from there sorry about the delay 

[reaverscav]

An update about this complaint of mine. A Sony Tech Support rep called me. We talked for minutes but the only thing she can do was to deliver the loan phone to me instead of me going to the Sony Shop I asked my phone to repair.

Now things are getting worse:

• I told her that 7 bus days is too long.
• She told me that it might take more than the said timeframe due to stock availability of the part needed.\
• I haven't received the loan phone 'till now.
• I was told someone will call me from the main service centre to confirm the loan phone delivery.
• Of course, I will give them a chance until the next business day which is tom, Monday.
• But it's too late already as I was able to buy a cheap back up phone
• Rather than waiting for the Xperia ZR loan phone. Now I have spent unexpectedly. Only because of inefficient process.

[christopherjz]

Bearings, job numbers vary by country. My job number is 9 digits long and was given to me at a genuine Sony service centre.

[Bearings]

So the Job Order number given is from the retailer and not Sony. My apologies. Different shop in different countries does work differently, presumes.

[christopherjz]

No the job order number was given at the Sony Service Centre by the Sony Service Centre. They are not a retailer; they don't sell anything, just do repairs.