topic Re: Not Charging Z3+ Dual sim, warranty issues in XPERIA archive

Not Charging Z3+ Dual sim, warranty issues

mebendazol — Mon, 04 Jan 2016 21:01:57 GMT

Has anybody a similar experience, and what is the shortest way out of this?

Should I let go the warranty rights and have the unit repaired locally?

Chat Transcript

Agent Leonard: Hi, thanks for choosing Sony Xperia™ Chat Support. My name is Leonard your Xperia™ Support Representative. What is the model of your device and your service provider?

meben: Z3 Plus Dual Sim, Unit does not charge with original charger or on computer usb, or external batteries; still has 12% charge in it, when connected to a charger a notice 'your phone is not charging ' appears.
Apart from this, unit is fully functional.
I am currently in Istanbul Turkey for 2-3 months.
Unit was bought from Amazon on August 19
What is the best course of action, please advise.

Agent Leonard: Allow me to ask, how long has this been an issue for?
meben: Started this morning, IMEI nrs 35xxxxxxxxxxxxx 35xxxxxxxxxxxxx I connected the unit to its charger, the orange led lit up, an few seconds later I got the not charging notification

Agent Leonard: I see, and have you dropped the device, bumped it onto a wall or desk or exposed it to moisture recently?

meben: No, I wear the unit on my neck usually by a secure hanger, it has never been dropped or contacted any liquids

Agent Leonard: Correct, and have you installed any 3rd party software of perhaps rooted/flashed the device?
meben: I have not rooted the device, I have installed several aps from Playstore Facebk, whatsapp vs

Agent Leonard: I see, and when was the latest update performed?
meben: It usually did all the updates by itself and notified me, I do not know the latest update of the main software, it usually updated aps when updates were availabe I guess

Agent Leonard: I see, in that case, this could be happening due to a glitch after the lates update performed, therefore, you would need to follow our step by step guide on how to perform a software repair on the unit to rule out any glitch with the software causing this situation. To perform a software repair, please refer to the link below, in which you will find our step by step guide for either support tool PC Companion (Windows) or Bridge (Mac OS). If issue persist after this step, please do not hesitate to contact your local support for repair options to be provided.
The agent is sending you to http://talk.sonymobile.com/thread/54636.

meben: I have already contacted the local certified services, they state that the uit is not covered by any kind of warranty in Turkey, Apart from that the unit cannot communicate with Mac or PC software Through the usb cable(s) that is

meben: I will do the steps described in the thread http://talk.sonymobile.com/thread/54636.

meben: Agent Lidia, Z3+, was purchased from Amazon in aug. 2015, is this phone covered by warranty in Turkey? An extended warranty was purchased with the phone. I have gone through the steps in http://talk.sonymobile.com/thread/54636., nothing happens. it still has 6% charge in it.

Agent Lidia: Have you tried software repair via computer in order to discard any possibility of a software glitch?
meben: I have, dedicatedly as I have stated in previous line.

Agent Lidia: Based on your device IMEI your device is manufacture for Hong Kong, you will need to contact them to have your device sent for evaluation.
meben: OK, but I bought the devive from USA, Cellphone Lifestyle

Agent Lidia: I understand however as I mentioned your device is manufactured for Hong Kong.
meben: So, if the phone bought in USA, need repairs should be sent to HK if it was manufactured in HK.

Agent Lidia: Correct
meben: I have already contacted local support and they "claim" there is no warranty coverage in Turkey.
meben: Does Sony manufacture any cellphones in uSA ?
Agent Lidia: No
meben: Where do we obtain them?
meben: So all hones are sent to HK for repair?
Agent Lidia: Phones are sent to each manufacture region.

meben: Do you have an official technical service in NY?
Agent Lidia: No. We only have 1 repair center located in Laredo, Texas.
meben: Can I have the address and contact information please?
meben: And who sends the units for repair to HK, the customer?
Agent Lidia: As I mentioned previously you will need to contact your local support for the correct assistance or contact Hong Kong.
meben: How does the warranty work in USA?
Agent Lidia: In US you have a 1 year limited manufacture warranty since the day of purchase.

Re: Not Charging Z3+ Dual sim, warranty issues

CameronT — Mon, 04 Jan 2016 23:33:55 GMT

@mebendazol,

Welcome to the community.

I recommend you contact the seller you purchased it from first to see if they offer their own warranty. If not, then it is up to you how you wish to proceed. I would recommend you get the device repaired by an authorised Sony repair agent rather than a third party though.

Re: Not Charging Z3+ Dual sim, warranty issues

mebendazol — Tue, 05 Jan 2016 00:47:59 GMT

@CameronT wrote:
@mebendazol,
Welcome to the community.
I recommend you contact the seller you purchased it from first to see if they offer their own warranty. If not, then it is up to you how you wish to proceed. I would recommend you get the device repaired by an authorised Sony repair agent rather than a third party though
"I recommend you contact the seller you purchased it from first to see if they offer their own warranty. "
Many Thanks CamenonT, I have already sent a message to the seller through Amazon.
I was considering just a while ago your suggestion as to go to the local certified Sony repair center. So far as I have gathered, people are reporting terrible experiences with Loredo Sony center. It might be cheaper to pay for it here in Turkey. A pity, it was a good product that might rival apple and Samsung. But what terrible experience with technical support and warranty. Apple products are covered everywhere with NO hasstle at all.

Re: Not Charging Z3+ Dual sim, warranty issues

Uliwooly — Tue, 05 Jan 2016 01:00:26 GMT

@mebendazol

That's not accurate, iPhones don't have international warranty, other apple products do.

Re: Not Charging Z3+ Dual sim, warranty issues

mebendazol — Tue, 05 Jan 2016 01:04:44 GMT

I can positively say that Apple HAS worldwide warranty coverage on iphones from personal experience

Re: Not Charging Z3+ Dual sim, warranty issues

Uliwooly — Tue, 05 Jan 2016 01:34:15 GMT

@mebendazol

IFF that's so, thanks, I stand corrected.

Re: Not Charging Z3+ Dual sim, warranty issues

Uliwooly — Tue, 05 Jan 2016 02:22:01 GMT

@mebendazol

Check this out

http://apple.stackexchange.com/questions/30/is-apples-warranty-international

IMPORTANT RESTRICTION FOR iPHONE AND iPAD SERVICE. Apple may restrict warranty service for iPhone and iPad to the country where Apple or its Authorized Distributors originally sold the device