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Cape Town - Sony has moved to assure South African customers that it is serious about after sales service with respect to its smartphones.
Fin24 user Ricardo Harvey complained that a faulty Xperia Z1 Compact was not repaired and he was sent from pillar post as technicians gave one excuse after another for failing to fix the device.
Frustrated with the to-and-fro, Harvey uploaded a video to YouTube to illustrate the faulty display that had left a sour taste in his mouth for the brand that has a reputation for excellent build quality.
Sony on Friday apologised to Harvey for the frustration he experienced, and promised a new smartphone.
"Sony Mobile sincerely apologise for the frustration you experienced during your repair process. We can confirm that this issue has been escalated to Sony Mobile management and that arrangements have been made for a new device which will be delivered over the next couple of days (courier dependant)," the company said.
Communication
Harvey uploaded a video to demonstrate the problems with his Sony smartphone:
A number of Fin24 users also complained of poor after sales of smartphones and the case highlights the sometimes difficult lines of communication between manufacturers and service providers.
"I'm not expecting anything to come from this, but I thought you could maybe just let people know how poor the service is from Samsung. My S4 has reception problems. It's been to Samsung twice with no joy. After that they replaced the main board, still the same. They then gave me a new phone and guess what... same problem," wrote a Fin24 user Yacoob.
Technicians told him that it was the mobile operator's fault and the issue remains unresolved, leaving him frustrated.
"I've basically given up and I now have to restart my phone two to three times a day to use it properly. Even though the signal shows full, I can't make or receive calls or messages until I restart," he added.
On Monday, a happy Harvey received his new Sony Xperia Z1 smartphone.
"So after months of conflict I've finally received a new Sony Xperia Z1 Compact. During the time that I was without my phone I've used three temporary phones namely: iPhone 5S, Samsung SII, LG Optimus, and I have to say that it's a relief to have my Sony back. The others just couldn't compare," he told Fin24.
He expressed fear that the problem would recur.
"I'm trying not to get too excited as a small part of me fears that my problems with the device may not be as isolated as I had hoped, but let's be positive and write off my first Z1 Compact issue as a one in a million case."
Harvey urged Sony to have less reliance on service providers for after sales service.
"As for Sony SA, I hope they get more involved and don't rely as heavily on third parties to handle their customer care."
Watch Harvey unwrap his new Sony smartphone here:
Fin24 user Ricardo Harvey complained that a faulty Xperia Z1 Compact was not repaired and he was sent from pillar post as technicians gave one excuse after another for failing to fix the device.
Frustrated with the to-and-fro, Harvey uploaded a video to YouTube to illustrate the faulty display that had left a sour taste in his mouth for the brand that has a reputation for excellent build quality.
Sony on Friday apologised to Harvey for the frustration he experienced, and promised a new smartphone.
"Sony Mobile sincerely apologise for the frustration you experienced during your repair process. We can confirm that this issue has been escalated to Sony Mobile management and that arrangements have been made for a new device which will be delivered over the next couple of days (courier dependant)," the company said.
Communication
Harvey uploaded a video to demonstrate the problems with his Sony smartphone:
A number of Fin24 users also complained of poor after sales of smartphones and the case highlights the sometimes difficult lines of communication between manufacturers and service providers.
"I'm not expecting anything to come from this, but I thought you could maybe just let people know how poor the service is from Samsung. My S4 has reception problems. It's been to Samsung twice with no joy. After that they replaced the main board, still the same. They then gave me a new phone and guess what... same problem," wrote a Fin24 user Yacoob.
Technicians told him that it was the mobile operator's fault and the issue remains unresolved, leaving him frustrated.
"I've basically given up and I now have to restart my phone two to three times a day to use it properly. Even though the signal shows full, I can't make or receive calls or messages until I restart," he added.
On Monday, a happy Harvey received his new Sony Xperia Z1 smartphone.
"So after months of conflict I've finally received a new Sony Xperia Z1 Compact. During the time that I was without my phone I've used three temporary phones namely: iPhone 5S, Samsung SII, LG Optimus, and I have to say that it's a relief to have my Sony back. The others just couldn't compare," he told Fin24.
He expressed fear that the problem would recur.
"I'm trying not to get too excited as a small part of me fears that my problems with the device may not be as isolated as I had hoped, but let's be positive and write off my first Z1 Compact issue as a one in a million case."
Harvey urged Sony to have less reliance on service providers for after sales service.
"As for Sony SA, I hope they get more involved and don't rely as heavily on third parties to handle their customer care."
Watch Harvey unwrap his new Sony smartphone here:
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