Sony Mobile — Multiple and repeated issues on Sony Xperia Z2 Phone. No proper repair nor service nor response

Address:

Bangalore, Karnataka

This is in regards to Sony Xperia Z2 Phone purchased on 18th May 2014 for Rs. 48, 000.00. I have been using this phone and found to be one of the best phone ever purchased till date. Based on the battery backup, dual band WLAN card, amazing touch and much more I recommended multiple people to go for Sony products and people did buy Sony. I have been experiencing multiple issues on this phone specifically with overheating. I’m well aware of difference between heating and overheating. However, this phone is overheating a lot which caused pixel burnt issue and had to replace the panel. Overheating can be observed while using WLAN for more than 20 minutes. It’s more when recording video. Having a phone with 20 MP camera and cannot records videos for more than 2 minutes defeats the purpose. I have used Cyber shot and Walkman series of Sony phones they were best in market. I understand the technology keeps growing and so do the customer expectations. But phones are also not cheaper when compared to technology. You pay more to get best features. Below are the list of issues I reported when I handed over the phone on 4th April 2015: - Phone Hanging: While opening any application, there is no response and I have to wait for more than 10 seconds for the application to open. If this phone cost me less than 20k I’m more than happy to wait. Tried factory reset, issue persist. - Overheating Issues: No words to explain this issue, below are few links to forum which explains, talks about various issues on this model including Sony site: https://talk.sonymobile.com/t5/Xperia-Z2/Overheating-problems-with-Xperia-Z2/td-...⇄ http://www.digitaltrends.com/mobile/xperia-z2-problems/ http://www.androidauthority.com/sony-xperia-z2-problems-fix-543094/ http://forums.androidcentral.com/sony-xperia-z2/413467-sony-xperia-z2-camera-ove...⇄ http://www.androidcentral.com/gapping-and-4k-heat-reported-sony-xperia-z2-owners http://www.theglobeandmail.com/technology/gadgets-and-gear/gadgets/hot-new-sony-...⇄ http://www.androidorigin.com/sony-xperia-z2-overheat-issue/ - Cannot make or receive calls: Tested multiple SIM cards to check if the issue is with network. Tried factory reset, issue persist. - Patch on Display: This is caused by overheating as it burnt the pixels on the touch panel. - WLAN Issue: The connectivity keeps dropping after the phone is connected to WLAN for more than 20 minutes. Either it keeps searching for the access point or keep trying connecting. Tried factory reset, issue persist. - Touch Works Automatically: I assume this is again due to overheating issue as this can be seen when the phone is hot. Tried factory reset, issue persist. Apart from factory reset there is nothing much I can troubleshoot on this phone. Now coming to service. So far this is the first time I visited service center after owning at least 13 Sony products in past 10 years. My issue was heard, noted & acknowledged. I was told the phone would be sent to Delhi for repair and would receive a call from them with details. I was told that phone would be returned on 16th April 2015. Also, I was informed that I can get a standby phone meanwhile. However, there was no call from head office nor standby phone was provided. For the best customer service, I would suggest to make the promise you can keep instead of giving false promise. Hope the above technical details and explanation is sufficient for my voice to reach the high management. I’m just a customer who wants the product to work for what I paid. I cannot expect any excuses which defects the basic functionality of the smart phone.   Again on 11th July 2015 I submitted my phone for repair due to below issue: 1. Handset overheating 2. Touch gets activated automatically 3. Data keeps switching to 2G automatically 4. Network keeps dropping 5. Display flickering I received the handset back on 16th July 2015. When I asked the team on what parts were replaced any why, people did not have any relevant answers. They said back panel and adhesive were replaced. I fail to understand how touchscreen, network issues are related to back panel. When I escalated further and spoke to service center manager, he explained me Main Board was also replaced for the above reported issue. However, I’m still experiencing multiple issues on this handset. As per the Invoice, below parts were replaced: Part # Part Name [protected] D6502/Repaired Exchange PBA/RepExPBA [protected] Adhesive Panel Back [protected] Adhesive Battery Top [protected] Panel Back Black I have been patient and have given multiple opportunities to have this phone repaired. Now I have lost the faith in this product as well as in service. This is not only about me, there are N number o[censored]sers reporting these issues. There is a purpose of investing half a lakh on a high end phone and the handset with so many issue defeats that purpose. I have spent good amount of time without the phone which affects my daily routine. Hope the above details and explanation is sufficient for my voice to reach the high management. I cannot expect any excuses which defects the basic functionality of the smart phone. Hence I request the team to please help me with the refund for this defective handset without testing my patience any further.