Support Sonymobile Reviews 32

do not buy sony products i have got 3 sony mobiles when the 3g to 4g signal was switched off you cant use the phones any more and according to sony there is no update for them so i am stuck with 3 phones i cant use down to this absolutely rubbish company and the customer service have not got a clue about phones sony are as much use as a chocklate fire guard so do not buy sony products as they are absolute bloody rubbish

6 months , unresolved even after two repair attempts to which I have explained this was more of a software incompatibility issue. Since Nov 2023 update the phone disconnects from charging when synced with android auto. I send them details of mobile and vehicle and android auto's version, seriel numbers, detailed info on self diagnostic reports and sent phone in twice along with cables and I keep getting asked for the same details over 5 times now. They haven't got a clue of what's going on. Service is terrible. They have not collaborated with android auto app developers and car manufacturers to work with latest Sony sw updates. They won't downgrade software either. Stuck. Selling phone. Don't ever buy from Sony. What a shame. Used to love the phones they did.its in warranty. Initially I was turned away, had to get new application done . They keep asking for the same details and same descriptions even if it's all under the same ticket trail and history of emails. Time wasters.

Horrible customer service waited on the phone for over an hour to get an agent only to have the problem not resolved every time. I have made six telephone calls to them in a month and they always try to pass the bus somehow. The last call put me to a third party agent that was supposed to render warranty service but I don't need warranty service. I will never do business with them again. Would like my $1,200 back. Nick; cell 520 867 2956

Utter rubbish - had to send my Xperia back for a fault that wasn't my fault..FREE POSTAGE...I was told.
YEAH RIGHT...
It's free to send BUT I had to pay over £20 to get it back???
It's a con & the original issue I had with the phone still wasn't fixed upon its return??
I've been loyal to Sony all these years, but no more!
We are all being blatantly fooled.

What support? I love Sony phones, but their 'Support' is a joke. That 2 star is for the sake of Sony phones.

Never buy Sony mobile phones. Let them die. There is not customer support after sell. They was trying to repair my phone 6 times. Sent every 2 weeks. Phone is the tablet only. Very low signal. Works in city centers only.

Hmmm.. One of the top in all their products... Well maybe.
I was bought for my birthday a Sony srs xb22 Bluetooth speaker. Excellent piece of kit and it sounds clear and really warm on the bass side. 3 mths in and it develops a fuzzing sound on the bass speaker. It doesn't run at full volume, a- it doesn't need to and the bass kills speakers at high volume.. In most cases anyhow.
So, onto Sony France for some help.
"can you. Send a video of it producing this sound please".
So we did and their own spam filter stops the file.. Ok, fair enough. We are given a special line to email the file to and this doesn't work either.... "you must send the file to this line" another line... It doesn't work either.. So, what do we do then? Apart from get someone with an attitude explaining how to do something that doesn't work...
I'm pretty unhappy really and I think Sony are that big that an office full of people who work for Sony don't exactly work with Sony and they are giving them a bad name... It's not their name that's tarnished it's Sonys.
Like every big business, so detached in their entirety that customer relations is an idea in a big planning room but a little thin on the shop floor..
If I could buy a replacement speaker for the bass section I would. The stress created trying to get help is not worth it. Although, I do get the idea that if you make something hard enough to do some won't.. Like using customer services...
Shame.

Sony Xperia zx2 screen locked and touchpad won’t respond so can’t unlock. Called customer service several times to be told various tasks I must do. Completed all the tasks to no avail, rubbish phone, awful customer service.

Not good Phone Xperia 10

Sony phones are unreliable, and in my experience far worse than other flagships for UI issues and customer service when things do go wrong. I had a screen fail on an Xperia, and a galaxy note. The Note was fixed for free within 3 weeks including postage back to me, the Xperia was never accepted by Sony as their issue, constant questioning and asking to take the same remedial actions over and over again.

I had sony smartphone for the first time and the last time. The frequency of new firmware is hopeless. If you are buying new smartphone every year, sony might fit your needs for 365 days.

phones marvellous ; they are also v reliable whic is a good job 'cos support is the pits; sma efor Bravia TV and PS4

My mom's favorite mobile phone and now she is still using. Not bad quality.

Best headphones ever :)))

My partner gave me a Sony Xperia 10 for my birthday in August. From the moment I switched it on I have only had problems. Initially it didn't recognise the SIM card. We returned it to the retailer who looked to repair it but said it had been tampered with. That was impossible as it was brand new. We were sold the phone in that condition.
Sony then asked for the phone to be sent to them and replaced all the insides of the phone and returned it to me. It the recognised the SIM card. The reception was terrible but I assumed that was unrelated.
Exactly 2 weeks to the date of it being returned, the phone started to malfunction. When the battery got to 90% it shut down and could only be restarted if it was plugged into a power supply. The sound stopped working for any apps and any other sound it played was distorted.
I spoke to Sony and they asked me to complete a software reset which I did. It appeared that the problem was resolved.
Exactly 2 weeks later the issue returned and the speakers completely stopped working. Any sound that could be heard was distorted and stopped after 1 second.
I contacted Sony again and was asked to complete another software reset which I did. This did not resolve the issue so I was asked to return the phone to be repaired. The phone was repaired and sent back to me with information saying that the fault was repaired. I set the phone back up again and found that the fault had not been fixed. I still had either no sound or distorted sound for 1 second. I rang Sony who asked me to run tests on the phone. The phone failed the tests and I said that I no longer want this phone and would like a refund. It was purchased in July and 4.5 months later, multiple repairs, it still does not work. I was told that my case would be escalated and someone would call me. This morning I have received and email to say that I need to return the phone again to be repaired.
I am so stressed and disappointed. This phone was a present but all it has given me is issue after issue. I used to be a big fan of Sony but not any more.
How do I get a refund?

Over the years we have been a bit of a Sony fan family but as our devices come up for renewal we are replacing with other brands. Here is why.

We have had the following: Xperia Z, Z2, Z3, Z5,XZ and a Z4 tablet

Aside from the Z and the Z3, each device has been sent for repair within the first 12 months of ownership. Normally for the usb port but also for dodgy microphone - I have concluded that the quality is just not there anymore.

The XZ went away for a repair and came back with a black spot under the screen. After much arguing and me providing pictures that I took as I packed it before sending it, they fixed it but in total I was without the phone for 4 weeks.

The Z4 tablet - It has been brilliant but is now 4+ years old and the battery is tired. All I wanted was a quote for replacing it. They want to inspect it before they will provide an estimate. What a joke. This is so that they can extort money out of me for returning it if I decline the quote. I will probably buy a new Samsung or Huawei as it will likely be cheaper.

My wife had several Sony phones but now has an Iphone. I have had exclusively Sony phones for years but after the XZ fiasco swapped it out for a Huawei P30 Pro which I am delighted with. I wish I had left Sony years ago - the competition is light years ahead!

I have trouble getting my XZ1 to communicate using direct wifi with two different thirdparty devices. I sent customer support YouTube links on what I was trying to do.
Their initial response was to point me to HP and Cannon's set up tips. I explained that I had managed very easily to get other phones to work with the devivces. They then said they couldn't look at YouTube for safety reasons.
I asked the online chat member if I could speak to a supervisor or manager and she cut my connection.
I persued my problem using email and again after two days back and forth was told they too couldn't look at YouTube. I asked support to escalate the issue to a higher level who could view the setup of my devices on YouTube and have not had an answer since.

My experience spanned ~7 weeks of gob-smacking mistakes and inefficiency, involving a mountain of emails and a lot of phone calls. Bulleted summary:

- Xperia Z5 Compact, ~30 months old, bought from Vodafone store (in sale) and used for 6 months on monthly SIM, then unlocked and used on a work-provided O2 SIM.

- micro USB port worn/lose and decided to get it replaced before it became a problem, and decided (regretfully) to use the official Sony Repair Centre to get a 'certified' job done, as it requires heating of the rear case to remove it etc.

- first problem - could not even create a repair request on website, to see if they could give me a price estimate. 'English - UK' page kept flipping to 'English - Global' page which then advised the 'service is not available in our region'. Round in circles, first on email, then on phone - Sony UNABLE to resolve the problem with website and so had to resort to creating Repair Order/Quote whilst I was on the phone (and here's me thinking err SONY.. global 'tech' company...!

- next problem: could not/would not give me an estimate for (specifically) the USB port replacement. They said they 'have to inspect the device to see what work is needed'. UNACCEPTABLE. Sure, if other issues are 'discovered' and advised then fine, but WHO would send a device away (and 'lose' use of it for ~2 weeks) only to find the actual repair is requested it TOO expensive to justify, and then have to pay Sony £23 for the 'inspection and return' of the device?! Imagine phoning your local car dealer/workshop and saying 'I need this model car/tyre replacing, can I have an estimate price' and them saying 'bring us you car and leave it with us a week or so and we'll tell you'...?!

-third problem: when they DID send me the repair estimate it advised I need 'replacement of a damaged display', and NO mention of the USB port repair/replacement, plus service/labour: £97. When I queried the 'damaged display' and asked for evidence, I was sent a photo of a small crack in the casing by the power button. When I queried the wording, I was told this was a 'template response'. When I asked about the USB port repair, I was informed this would 'also be done' - even though NO mention in the quote!! Decided to proceed with quote, as was not aware of cracked case, so £97 (total) seemed justifiable for both repairs.

- Now, unsurprisingly (but still annoying) Sony factory reset the phone - for 'data protection' etc etc. I had backed up the phone, using Sony Xperia Companion (sadly this really only does messages and media files, not configuration), but this still means you have to completely build up the config, accounts, apps etc - which took me a good few hours and was ongoing when I discovered that when I put my work SIM (O2) back in the phone it was prompting me for a "PIN". After a few days of messy with a (fairly poor/uninformed) O2 first line support, I/we concluded that the phone was Netwokr/SIM locked..!

fourth problem: although the phone IMEI had NOT changed, Sony had sent the phone back to me Network Locked, even though it had been unlocked for more than 2 years. I contacted Vodafone online, who gave me a NUC and when that did not work, I was told to take it to a Vodafone store. When they still could not resolve it, they advised me to contact Sony. The Sony Customer Services rep advised the phone would need to be sent BACK to the Repair Centre.....!!!!!!!!!! So, I had been without the use of the phone for a further week since its return from the repair, and now, about to go away on business to a conference for about a week, I was faced with sending it back to Sony to at least get the problem resolved whilst I was away, or waiting until my return (and using it on WLAN only etc) and wasting another week.

I chose the former, received my phone back after a week (to JUST network unlock it) including carriage and THEN still had to rebuild the phone config AGAIN, as they had factory reset it - despite my request to NOT do this.
At MY request, their 'Complaints Management' contacted me, after more than a week of waiting/reminders, and I was told it was 'not Sony's policy to compensate customers' - even for SUCH poor service!

A foot note: Whilst I was awaiting to hear back on the original quote, I went to a local repair shop near my office in Uxbridge and was quoted '£49 to repair USB, or £59 to replace the USB if not repairable'. I was also told it would take an 'hour to hour-and-half' - and not the '6 weeks' torture I went through with Sony. simply do the right thing (environmentally) and not simply throw the phone away and buy a new one.

I know what I will be doing in the future. Sony a global tech company?! What a joke.

This was not about saving money - I like this phone (good size, spec, battery performance), it was still working fine and I was simply trying to do the right thing (environmentally) and not just throw the phone away and buy a new one. Clearly, based on the above, Sony or not really interested encouraging that kind of behavior...they would simply prefer to sell more phones.

£354 quote for a new battery for a phone that cost me £500+ 2 years ago. Sony, you've just let me down. Ridiculous service, and have held my phone for over a month without returning it to me. I'll be going down the Huawei route in future.
Pick up an old Nokia brick phone, and you can replace the battery for £20 and use it for the next 5 years. Everything from Sony is designed to break after the Warranty period.