Xperia Z3 water damage quote. Ridiculous.

somebargainhunter77 on 24/05/2015 - 18:47

Hey guys I've just received the quote to fix my broken Xperia Z3 due to a water damage from Fonebiz. They've quoted me $649! Absolutely ridiculous. Thieves. Anyway, I'll explain it short in dot points and write the full story underneath it.

  • Ran water through my Z3 with flaps closed, phone broke
  • Sent it to Fonebiz (official Sony repairer), got a quote of $649 to fix the main board (New Z3 costs $500-550. Thieves much?)
  • Local phone repair shop quoted $185 to fix the main board (Will replacing the main board fix the issue?), Fonebiz KINDLY offered disposing the phone for free, or pay $50 or something to have it returned to me (quote fee, so kind of them)
  • What are my options? Call Sony and bring this issue up to them? Get a new phone? Or pay $150 to fix it at a local phone repair shop and hope that it works again?

Full story:
My phone was some what greasy and covered in KFC smell so I rinsed it with water (I've made sure that all the waterproff flaps have been closed) and about 10 minutes later after washing it my phone's screen started to flicker, so I turned it off and it wouldn't turn on since then. So I've called Sony and they told me to send it to Fonebiz, which is meant to be their authorised repairer.

I've sent it to them, and two weeks later, I get a quote email from them saying I need to pay $649.00 to replace the main Printed Circuit Board. They haven't told me how it's my fault and they just quoted me that ridiculous amount when the brand new Z3's are like $500-550 online. They've sent me the tear down photos of my Z3, and it seems like water went through my sim card flap. Which is impossible as I've made sure I've closed all the flaps when I ran water through it. There were minor cracks around the edges but looking at the tear down photos of Z3 there's no way water could've entered from there. Even Sony have told me most water damages should be covered unless if I've caused it.

They now want me to either pay $649 to fix the main board, or $50 to have it returned to me (quotation fee), or have them dispose it for free which I reckon they'll probably take out the working parts and use it for other repairs. Absolute thieves.

I would just get a new phone rather than getting it fixed from this disgusting company if there are no options, but do I have any options to get it fixed for free or reduce the fee?

Mobile Mobile Phone Sony Android

Related Stores

fonebiz.com.au
fonebiz.com.au

Comments

  • iridiumstem on 24/05/2015 - 18:56
    +1

    I am not trying to defend the company, but I've heard cases where waterproof functions on these waterproof phones fail. It's possible that the phone genuinely broke down because of that. Anyways, a forum post on Z3 on Sony Mobile on similar matter.

  • scrimshaw on 24/05/2015 - 19:09
    +19

    Apparently there is a way to check to see if the flaps properly seal the phone. According to an XDA comment:

    The Best thing you could do is check if the Phone is waterproof BEFORE putting it in water. Hint is not mine but I forgot who posted it before, sorry. To check it you have to close all flaps and call ##7378423##, then go to service test and pressure sensor. With all flaps closed press gently on the screen, if pressure will increase that means the Phone is waterproof

    • plmko on 24/05/2015 - 19:39
      +3

      That's amazing, it actually works. BTW your quoted code is missing the *'s between the #'s

      • scrimshaw on 24/05/2015 - 20:05
        +2

        Markdown syntax removed it. If it has spaces before the stars, it shows. * # *#7378423# *# *

        • elusive on 25/05/2015 - 01:55
          +3

          You could escape the stars with backslashes: \*#\*# => *#*#

          Or just wrap the whole thing in backticks: `*#*#` => *#*#

        • Mobe1969 on 25/05/2015 - 08:44
          +1

          @elusive:

          Easy was is to put a barometer app on the phone rather than having to type in codes on the dialer.

          That said, I've got a Z3, and lost my XZ due to water damage - the XZ flaps were just pure rubbish. I thought the Z3 ones were better. It really is disappointing though hearing these tales.

    • iridiumstem on 24/05/2015 - 21:56

      I wonder whether there is one for S4 Active… Anyways, nice information :)

  • dbglt on 24/05/2015 - 19:12
    +3

    Sony service is shocking. Same thing for my Z1 - was told it was "water damage" despite never having been in a situation where it hit water with flaps open.

    I spent hours trying to escalate, many dozens of emails; all for naught. Will never buy another Sony. Their after care is shocking.

  • dbglt on 24/05/2015 - 19:14
    +1

    You can probably kick up enough of a stink to get it returned to you for free. You can appeal Fonebiz's decision not to cover it under warranty to Sony CS and a Sony Rep apparently looks at it. But it's pretty useless, they don't recognise the flaws in their own phone and just claim "user must have water damaged it".

    • plmko on 24/05/2015 - 19:26
      +3

      Not at all useless, there's another similar Z3 thread around here (too lazy, you find it) where FoneBiz rejects the repair on the grounds of water damage but upon recontacting Sony support, they sent out a memo to get the repair done.

  • DrStinge on 24/05/2015 - 20:23
    +8

    Fonebiz are the devil. MSY actually has better customer support than them.

    • Mixhael on 25/05/2015 - 19:31
      +2

      MSY referred me to them -_-

  • somebargainhunter77 on 24/05/2015 - 21:22

    I'll give Sony a call first thing tomorrow money. Hopefully they can do something about it like plmko said. Absolutely disgusted with Fonebiz at the moment. Thanks guys

  • SuiCid3 on 24/05/2015 - 21:26
    -1

    Fight it.
    It's rare that Sony actually approve a water-damage claim despite claiming their phones are water resistant.
    Kick up enough stink and it will get done. It just requires you to be PERSISTENT.

  • supnigs super skids on 24/05/2015 - 21:39
    -1

    Badly water damaged phones would also require a battery and lcd backlight change.

    • somebargainhunter77 on 24/05/2015 - 22:46
      +12

      Well let's see, their official ad shows a guy diving into the water with the phone and recording a video underwater maybe? So I figured surely it will be okay to handle CLEAN water running through the screen and back?

    • scrimshaw on 24/05/2015 - 22:48
      +5

      I know they are spose to be water resistant

      They are not supposed to be water resistant — they're actually 'supposed to be' waterproof down to a depth of 1.5m.

      Go and have a look at the promotional images used by Sony in their marketing campaigns. It shows the phone being submerged in water and being used to take photos at the same time. Clearly they meant underwater use as a possible usage scenario.

      What they didn't let on though was the fact that the only thing keeping the phone airtight is a bunch of tiny flaps covering the ports, which also happen to be pretty flimsy and will easily leak if they are not put back on correctly, or if they are even slightly damaged. And there's a whole heap of other gotcha's and caveats.. Who knew you're not supposed to use it in chlorinated or salty water?

      • iridiumstem on 24/05/2015 - 23:08
        +10

        IP rating test under fresh water and fresh water only. IP ratings are very specific too, they give depth, duration etc. Manufacturers are simply using these "ratings" and advertise without advertising those little things. Not to mention, I think the caps need to be replaced at least once a year?

        I personally see it a lying by omission.

  • Ughhh on 24/05/2015 - 22:32
    +5

    My phone was some what greasy and covered in KFC smell so I rinsed it with water

    Im surprised anyone has the guts to do this, even if it says its waterproof! I might if the phone was a really low end cheap phone. But for a high end phone…at most I would've just used a damp soapy towel/tissue to clean it. Im glad you didnt give the phone a bubble bath.

    • iridiumstem on 24/05/2015 - 22:43
      +10

      I actually wouldn't blame her/him. These waterproof phones really do advertise themselves to do more than they can guarantee.

      i.e. Galaxy S4 Active Ad for Korea, Sony Xperia Z3

      I brought the Korean one up because you actually cannot do that (the IP rating is too low for it to be cleaned under running water), so it caused fair bit of hassle, so I've heard.

    • somebargainhunter77 on 24/05/2015 - 22:53
      +1

      I wouldn't say this is a bold action when they advertise it as a waterproof phone. I just used one of their main features and it failed to do so and now they expect me to pay $649.

    • blurrybird on 25/05/2015 - 01:51

      Day one of owning my Z3 (confirmed to be the first ordered unit in Australia by Sony) I threw it in a fountain in Melbourne CBD just to test the waterproofing.

      Since then I took it to queensland and it never left my pocket. Swimming, at the water parks, on rides, etc. This phone is durable, and I wanted to make sure I got my moneys worth.
      Got a sweet underwater photo by dunking the phone in a stingray petting tank in Seaworld too! Will post if there is any interest in what these phones are capable of!

      Yes these phones are expensive, but if they don't live up to their advertising campaign you can bet there'd be a lot of flack. I only bought this device because summer was coming up and I wanted something waterproof for pools/beach. Before anyone asks, it's not covered by warranty if in salt water, and chlorinated water needs to be rinsed off rather quickly to avoid corrosion.

      In regards to OP, fight it. I sent mine to Fonebiz too because when in calls and put on loudspeaker, no one seems to be able to hear me properly. Fonebiz said that it not replicable despite me sending in a video showing how to replicate it. I gave up because I'm aiming to pick up the Iron Man S6 Edge, but still wish I fought a little bit harder. They seem like they have little regard for providing a quality repair service.

      • elusive on 25/05/2015 - 01:59
        +1

        Official contracted repairers usually have little incentive to provide good service. What are they doing to lose if they make customers unhappy?

      • somebargainhunter77 on 25/05/2015 - 02:27

        I doubt anything would be resolved talking to Fonebiz, hence the reason why I'm calling Sony tomorrow morning hoping that they care more about their customers and plus, because of what plmko wrote above.

        I'll probably fight up to the level where a few aggressive arguments will be exchanged between me and Sony (or Fonebiz), if they still say no then Fonebiz can shove my phone up their ass and use the parts to repair their ripped off customers' Z3 because I'm not gonna pay $50 or something to have my phone looked at when most phone repair places in Melbourne look at faults in phones for free.

      • Mobe1969 on 25/05/2015 - 08:47

        That is probably just stuff in the speaker grills, may just be leftover water or more likely residue from stuff in the water. Have you tried flushing them with something like drops of isocol?

      • Super8Tab on 25/05/2015 - 20:48

        I have the same problem with loudspeaker, it's gotten a bit better with lollipop update though.

    • Nickels n Dimes on 25/05/2015 - 13:35

      I wash my Z1 (and my Acro S before it) under the tap every once in a while (I'm somewhat hygeiene obsessed), I use my phone in the shower and it wasn't until I used it at the beach swimming that it had any issues — after about an hour of swimming some moisture got under the lens, and fogged it up — So, lesson learned, I dried it off and within a few days, the moisture evaporated like new again, 6 months on it's still fine. The IP rating on Sony's site is not the highest, but future models will undoubtably keep improving on it, there's no reason for phones to not be completely waterproof and dustproof, esp. with wireless charging, etc.

      • iridiumstem on 25/05/2015 - 13:42

        I really hope to see that. I think waterproof is one of the more useful features that a smartphone can have, given it works without any failures. One of the biggest cause for smartphone failures is water damage and I think it's really useful to have waterproof phones. I tried cleaning the phone once under water and I was scared that it may not work, even though I've done everything that I should've done for the waterproof function to work. Though, as soon as you move up the ladder in terms of waterproof and dustproof, the phone becomes more bulky in general, which goes against the current trend.

  • BewareOfThe Dog on 24/05/2015 - 23:04
    +1

    They should not even advertise this as water resistant. My Daughters phone is going away for the second time.

    Ring Sony Xperia & ask for a reconsideration, requote. Did you send your POP with it?

    • somebargainhunter77 on 24/05/2015 - 23:07

      Yeah they really shouldn't. False advertising at finest. Looks like I'll be only buying Playstation from Sony from now on.

      I'll give them a ring first thing tomorrow. Could you please tell me what POP is?

  • Charity on 25/05/2015 - 02:25
    +4

    Maybe the chicken grease ate away the seals? lol

    Seriously though, it is 100% false advertising.

    But it is almost as insane to believe Sony too. I know I have one.

    The seals can't stop dust let alone submerging it in water.

    Not to mention speakers and microphones are not things you want to get wet.

    I feel for you, tough spot you are in.

    Not sure what you should do with your current phone, but for your next one… don't even get it wet (that means no swimming lol)

    • somebargainhunter77 on 25/05/2015 - 02:30

      Haha, thanks. I honestly would've went with the Galaxy S5 when I signed up the contract for Z3 if I had known that this phone was not actually waterproof (battery life was excellent so no false advertising in that aspect…)

      Never going back to Sony for phones ever again.

  • sauce2k on 25/05/2015 - 06:55
    +1

    Post this on their Facebook . Tell them the full story, guarantee you they will get back to you.

  • panda6 on 25/05/2015 - 08:04
    +2

    This might be a long shot but was the phone purchased on a Premium credit card and the damage occurred within 90 days of purchase? A lot of people forget about the Purchase Protection Insurance some cards offer which covers accidental damage for up to 90 days. My mate just had his Xperia Z3 screen replaced for free using this.
    "Protection for new items purchased with your Premium Card , if they're stolen or accidentally damaged within 90 days of the date of purchase."

    • somebargainhunter77 on 25/05/2015 - 13:54

      Nope. Signed a 24 month plan with Virgin + it's been like 8 months now :( thanks for the tip though, will remember for purchasing a new phone

  • [Deactivated] on 25/05/2015 - 13:33

    Yeah they don't claim for water damage. Sony…

  • JimB on 25/05/2015 - 13:56

    Sony and Samsung customer service when repairing phones are poor. Probably a few other brands are also, but I don't have experience with them.

    Compare that to Google (Nexus) and Apple, it's much better to deal with the company that sells you the phone other than fob you off to their service Centre.

    I found out that the Samsung Experience Store isn't owned or run by Samsung.

    Anyway to the OP, don't pay the money to have your phone returned unrepaired. Hassle Sony, and eventually you'll they will fix your phone for free. It's up to them to prove that you didn't put the waterproof covers on.

  • rr64 on 25/05/2015 - 14:15

    Sony ought to be replacing or repairing your phone. Though I'm sure they'll find some way around it.
    If getting it repaired for the quoted price is the only option provided by Sony I would just buy a new phone.
    You could even buy a brand new Z3 or Z3 compact for less than 649 if that were your inclination.

  • SupeNintendoChalmers on 25/05/2015 - 14:19
    +1

    I sympathise with you mate. My Z3 fell and cracked it's LCD. No one except Fonebiz would touch it. I ended up paying $350 to have it fixed.

    Next time I'll just buy a Samsung\LG- at least you can basically get those repaired cheaply just about anywhere.

    And yes Fonebiz are taking you for a ride.

  • somebargainhunter77 on 25/05/2015 - 14:41
    -1

    Messaged the official Xperia Australia Facebook page but still no response after 2 hours…. Looks like I'll be posting it on their wall.

  • howdi124 on 25/05/2015 - 15:56
    +4

    Just wanted to mention it's not the best to rinse your phone under the tap. The Z3 is rated IP65 for water pressure and IP68 for immersion. IP65 lists the water pressure as 30kPa at 3meters. Your house tap is probably somewhere between 500kPa and 850kPa at 30cms so it is highly likely that the water will get into the phone.

  • SirFlibbled on 25/05/2015 - 16:09
    +5

    I had a Samsung S4 Active which was water damaged even though it was 'water proof' (ie was submerged for about 20 seconds in about 10 cm of water and the seals were on tight).

    Their repairers tried to claim it wasn't under warranty because it was water damaged. I took it back to the store I bought it from (JB) and they tried to pull that line on me too.

    I simply asked the store manager if he was happy to explain to a magistrate why a phone which claims to be water resistent sufficient for what happened to my phone was not covered by the consumer guarantees under the ACL.

    I had my money back the next day.

    • newozbargainermelb on 26/05/2015 - 12:03
      +2

      Well said @SirFlibbled.

      @fisa2001

      According to this commercial https://www.youtube.com/watch?v=Or9dgtsRK-A it is the best camera in a waterproof phone. If a phone can survive under water as shown in the video, As a reasonable person I would expect the phone to survive under the tap water too. Fonebiz is trying to rip you off.

      You can also talk to Virgin to see what your options are because they sold you the phone with 24 month warranty according to their website https://community.virginmobile.com.au/t5/Phones-knowledge-ba….

      "All phones supplied by Virgin Mobile on 24 month Postpaid plans come with a 24-Month Warranty."

      Also, their website shows a commercial where Z3 is washed under tap water which is exactly what you did. They are also equally liable to either repair or replace. You can mention about Australian Consumer Law and tell them you wouldn't have bought the phone from them if you knew the phone would fail in the first place.

      Finally, If Sony or Virgin refuses to repair or replace your phone you can escalate the case to consumer affairs in Victoria (Your profile says Melbourne) with all the details. My commonsense tells me the product doesn't match the description "waterproof". It didn't work as intended.

      Consumer Affairs Victoria

      1300 55 81 81
      www.consumer.vic.gov.au

      Victorian Consumer & Business Centre
      113 Exhibition Street
      Melbourne Vic 3000

      [email protected]

      Under Australian Consumer Law, A supplier and a manufacturer of goods guarantee that goods are of acceptable quality and match any description. They also guarantee that any express warranties will be honoured.

      that are fit for any disclosed purpose.

      that match sample or demonstration model.

      If a good or service fails to meet a guarantee, a consumer will have rights against the supplier and, in some cases, the manufacturer, who will have to provide a ‘remedy’ – an attempt to put right a fault, deficiency or failure to meet an obligation.

      When the problem with the good or service is minor, the supplier can choose between providing a repair or offering the consumer a replacement or a refund. When there is a major failure, the consumer can reject the goods or services and either choose a refund or a replacement, or ask for compensation for any drop in value of the goods or services.

      I would suggest not to give up until you get the phone fixed or replaced because it is just 8 months old which is supposed to last atleast 24 months.

    • mrdk on 25/05/2015 - 23:39
      +2

      Lots of negs but no rebuttal.

      The man has some valid points

      • annoynimous on 26/05/2015 - 14:17

        and customer is always right.

      • tromboc on 03/06/2015 - 08:41

        you can't rebut facts.

    • iridiumstem on 03/06/2015 - 14:59

      I kind of agree with your point about yelling at a company on Facebook but I think you are missing a point. The companies are advertising these phones to do something more than they cannot do. I am assuming the reason why the OP's phone got damaged is due to the fact that it was cleaned under running water. Do Sony or Samsung advertise about these facts? No. Another issue I see is, this "waterproof function" is heavily dependent on the condition of the phone. The caps need to be replaced at least once a year for Galaxy S4 Active and it's considered to be consumable like batteries and other replacable parts. Do normal consumers get information like this from Samsung or manufacturer in general? No.

      The problem I really see is the lack of information given to the consumers about the nature of the waterproof function, which in turn causes problems like this. Yes, to an extent, the consumer should do their research. That being said, I personally think the burden is onto the manufacturers to explain what the product is capable of doing and what is not, especially if it is a new concept for a phone like waterproof function. The advertisements are very misleading and the terms are used in general terms, when it requires certain conditions (other than the obvious, everything have to be closed properly) that consumers need to research as the manufacturers don't inform the consumers about these.

      I didn't neg you btw, but thought I might share my opinion on what you've said.

  • hopper on 25/05/2015 - 18:00

    Post this on their facebook page and try to get more likes and comments, Sony will then help you.

  • Super8Tab on 25/05/2015 - 20:51

    It's a tough situation to be in, I have this phone since late November and treating it like a normal phone (no swimming etc) due to horror stories with sony support or lack of. That said if you fight your case they will eventually fix it for you, most probably for free, jump on facebook, twitter, XDA (many success stories there) and you will get it fixed.

  • fruxo on 25/05/2015 - 22:19
    +2

    Email Sony before starting a rant on their Facebook page etc. The motherboard failed on my Sony vaio laptop out of warranty, and after emailing them it was quickly sorted. They both picked up and dropped off laptop via couriers and I think it took about 2 weeks in total until I had the laptop back (impressive!). My initial assessment was correct and the motherboard was replaced.

    I've heard many bad stories about their customer support, and my experience seems to be in minority, but give them a chance. You can go on the offensive afterwards if needed :)

  • somebargainhunter77 on 25/05/2015 - 22:24
    +8

    Hey guys, I've talked to a Sony rep via their live chat. After explaining the situation, he told me that Sony will now investigate the issue with regarding my phone. Hopefully Sony can waive the fee and repair or replace the phone. I Will keep you guys updated.

    • Charity on 03/06/2015 - 09:31
      +1

      "Dear (insert customer name),

      We will investigate this promptly!

      Your case is of the upmost priority.

      Mr (insert customer name) , thank you for choosing Sony."

  • Diji1 on 26/05/2015 - 08:50
    +1

    I've owned a Sony mobile for the first and last time. It's been the worst device I've owned and it's caused more anger rather than pleasure.

    As a brand I now despise Sony mobile. They treat their customers like they're a problem to get rid of rather than help and their mobile devices are littered with fundamental design flaws (don't blame Android) that they didn't fix after three generations of devices associated with complaints from customers. The conclusion I take from that is they don't care about improving a product with flaws bad enough to make me not want to use it.

    Never again.

    EDIT: "Post this on their facebook page and try to get more likes and comments, Sony will then help you."

    This is just typical: treat the customer like they don't exist and cause them to act like a good little doggy. The only way you become worthy of consideration is if you point out how **** the company is via social media. A business I want to business with helps me just because I'm a customer not because I must resort to spending time making them look bad just to get someone to acknowledge there's a legitimate issue.

  • nickeveli on 26/05/2015 - 11:27

    This happened to my Xperia Z1 recently, pretty much exact situation except it was Maccas not KFC ;-). I seriously feel your pain—screen flickering, phone dying in front of you, no way to turn it off either.

    Have they sent you the results of their pressure test? In my case the pressure test failed so the repair was covered under warranty. This is true even if the water came through the closed flaps.

    Check out the "air tightness" part of this article:

    http://www.etradesupply.com/blog/sony-official-reveals-water…

    Their screenshot shows a successful test wheras mine was all red i.e. it failed.

    Hopefully this helps. Fonebiz replaced practically every part of my phone to repair it.

  • TurkishDelight on 26/05/2015 - 12:21

    Last sony i bought was sony xperia z. Lost trust moved on and never looked back.

  • Dariush78 on 26/05/2015 - 12:36

    I have had the same problem with Nokia and Htc and dell. I just buy phones from overseas and wont pay for warranty that I'm sure I won't get.

  • John on 26/05/2015 - 13:04

    Had same water damaged to my xperia Z. I will never trust waterproof phone ever again.

  • annoynimous on 26/05/2015 - 14:18

    Sony really have no direction on their mobile market, tries to one up every other android manufacturer to be waterproof but handles these cases poorly.

  • somebargainhunter77 on 26/05/2015 - 15:28

    Just received an email from SONY. They told me the water damage was done due to "Physical damage found at top-right, bottom-left & bottom-right part of Touch_Screen_Assy, Liquid ingress found at near battery connector & middle-right part of main PCB(bottom side)" and they have also told me that "Any damage to the display can break the seals and will impact the IP rating of the handset." The so-called "physical damage" is the damage done to the tempered glass screen protector, not the actual display itself. I've also informed Fonebiz that there are cracks on tempered glass screen prtector not the display itself. Bloody morons.

    Here's the link to the so called physical damage to the screen.

    https://drive.google.com/file/d/0Bylzo1JU9MeVUnZuZnAwUFRQdW8…

    • tomwood on 26/05/2015 - 16:44

      Hmm, in the first place they shouldn't really be charging to return it to you. And in the worst case they should offer a cheap replacement like Apple…

    • newozbargainermelb on 26/05/2015 - 16:47
      +2

      I think it is high time for you to escalate the issue to Consumer Affairs as I had mentioned in my previous comment.

  • somebargainhunter77 on 26/05/2015 - 17:49

    Just got off the phone with a Sony rep. Even though the screen crack issue was resolved but they ASSUME that the water went through the cracks around the phone (https://drive.google.com/open?id=0Bylzo1JU9MeVQjUyVUNMMWFzZH…) I asked them if they can re-assess it to make sure it was indeed those cracks that caused the water to go internally, they said no. I don't even know how the frame edges ended up like that because I always had it in a protective case. Weakly built phone.

    I think I'll just give up here as this will be an endless loop of me and Sony blaming each other. It's probably better of getting a new phone. I want avoid Sony but a decent phone i found around $450 was Z3 compact lol. Thanks everyone for helping me out :)

    • [Deactivated] on 26/05/2015 - 17:53

      Not as good as the z3 Compact, but I've got this compact phone and it's a beauty, Galaxy A5.

    • theguyrules on 26/05/2015 - 18:22
      +5

      Seriously, you're considering buying another Sony after all that?

      • somebargainhunter77 on 26/05/2015 - 18:42

        Hahaha, just joking. I was looking at the Zenfone 2 but I've been reading reviews that the battery life isn't that good (software issue apparently) and the camera is beyond average. So at the moment my choices are: OnePlus One, LG G3 or survive with iPhone 4 for a while and get a Galaxy S6 Edge

  • solidsnake on 26/05/2015 - 18:21

    Have a Z2 from ozbargain deal on Telstra. I had used it under sea( video) over a dozen times and another dozen times showing off to my mates under tap water. Never broke down because of these. Love this phone.OP might have a faulty unit I guess

  • AlanHB on 26/05/2015 - 21:25

    I have the Z3 Compact. Put it underwater once and it shut down, didn't turn on, just vibrated sometimes.

    I opened the flaps and submerged it in rice for a couple of hours. The phone made a full recovery.

    Great phone, just not waterproof.

    • McFly on 27/05/2015 - 10:07
      +3

      Maybe they should advertise it as rice proof instead!

  • [Deactivated] on 27/05/2015 - 00:38

    I love it when the repair companies hold your item hostage and claim a warranty void or exclusion. They do it because they can, and will get away with it. So play them at their own game… Pay them via credit card for the return postage, then either do a charge back saying you didn't authorise it, or chase them for no-delivery even if you receive it.

    • ProjectZero on 27/05/2015 - 10:10

      Pay them via credit card for the return postage, then either do a charge back saying you didn't authorise it, or chase them for no-delivery even if you receive it.

      I'm pretty sure that's illegal… maybe along the lines or fraud or something…

      Anyway, I own a Z3 and didn't have any issues with the waterproof feature, perhaps it was a faulty unit that Sony didn't want to admit to… I've put mine in the pool and taken it with me to the shower just to test the waterproof function.

    • twinbag on 27/05/2015 - 14:34

      Poor advice. Pretty sure they would send it back with tracking and the OP would be another $50 out of pocket.

  • somebargainhunter77 on 27/05/2015 - 11:19
    -2

    So guys, should I pay those Fonebiz scums $50 to have the phone returned to me and get the main board (PCB) changed at a local repair shop for $185? Or would this require repairing every internal part of the phone?

    Or should I just let it go and grab a LG G3 or survive for a bit with an iPhone 4 until tax return and get a Galaxy S6 Edge?

    • AlanHB on 27/05/2015 - 13:18
      +1

      In an ideal world:

      • Demand that Fonebiz return the phone for free. They have not conducted any repairs, only analysed the damage to the phone, which is a cost covered by warranty.

      • Seek a refund from Fonebiz/Sony, stating that the item you purchased is significantly different than that described. Specifically you bought it seeking a waterproof phone, relying on representations by Sony to that effect.

      In the real world:

      • Demand that Fonebiz return the phone for free. They have not conducted any repairs, only analysed the damage to the phone, which is a cost covered by warranty.

      • Pay for repairs to phone at local store, submit complaint against both store and Sony about the representations.

    • BewareOfThe Dog on 28/05/2015 - 12:18

      This is a form I had to fill into have it reassessed. Once completed I had to send it to [email protected]

      Best of Luck.

      To ensure your case is resolved in a timely manner please provide the following information by replying directly to this email with the requested information as outlined below, including:
      1 - Your Contact details
      2 - Retailer details (if Applicable)
      3 - Service Information
      4- Courier Details for product recovery (If required for assessment purposes)
      Once you have replied an Auto-generated email will be recieved withinin 5- 10 mins with your Ticket ID. This is your reference to any future inquirys relating to your claim, In addition this Ticket ID must be written clearly on all required documentation to be faxed to 1300 795 982.
      1- Your Contact details
      *Your Name :
      *Mobile Number :
      *Landline Number :
      *Email Address :
      *Fax Number :
      2- Retailer Details
      Only applicable if you are a dealership or third party representitive making this request on behalf of the owner of the handset.
      *Retailer Contact Name :
      *Business Name :
      *Mobile Number :
      *Landline Number :
      *Email Address :
      3- Service Information
      The below information can be sourced from the service request form supplied by the retailer or service location directly upon reciept of the your product. If this is not available or has not been provided please contact the retailer or the service location directly to provide, please be advised we are uanble to process your claim without this information.
      *Service Location Name:
      *Job Number or Service Request Number :
      *Product Model :
      *IMEI Number Of Product :
      *Date Of Purchase :
      *Book in Date :
      *Outcome of repair :
      *Your Complaint relating to this outcome :
      *Has Supporting Evidence been supplied by the service location :
      6- Courier Details for product recovery (If required for assessment purposes)
      If we are required to recover your handset by courier for assessment purposes please provide your physical address details below:
      Courier Recovery Address
      *Attention (Name and Phone Number)
      *Address 1 :
      *Address 2 :
      *Town/Suburb/City :
      *State :
      *Post Code :
      Once all the relevant information in relation to this case has been received we will be in touch to discuss our findings.
      As part of Sony Mobile's commitment to excellent customer service, we offer a wide variety of mobile products to suit your lifestyle. If you require more information, or have any other questions, please visit www.sonymobile.com or call us on Australia 1300 650 050 or New Zealand 0800 100 150 Mon-Fri 9:00am - 6:00pm.

      • somebargainhunter77 on 30/05/2015 - 00:30
        +1

        Hey this is form that Sony sent me after I told them about my situation. After re-assessing the repair, they've rejected a free warranty because apparently it was my fault hah. Thanks for trying to help though :)

  • twinbag on 27/05/2015 - 14:21
    +5

    Welcome to the world of Sony, poor quality goods and even worse customer service, all at a premium price.

  • massivedmg on 27/05/2015 - 14:57

    Just gonna say - I have a Z3 (bought when they first came out) and I've washed it a lot of times and dropped it several times.

    Still works and it's still waterproof. :)

  • BewareOfThe Dog on 29/05/2015 - 13:02

    Further to this, I have just found out that Fonebiz won't cover it, claiming it is a 'grey Import', not covered by Sony Australia. We purchased it from Becextech, who we initially approached. They said they would not cover it, hence why we contacted Sony. It was already reapaired once by Fonebiz, & it lasted less than a month.

    • SirFlibbled on 29/05/2015 - 19:53

      The company you bought from have a legal obligation to deal with the warranty.

      • A3Australia on 30/05/2015 - 00:57
        -1

        The company you bought from have a legal obligation to deal with the warranty.

        You are replying to hbg? Correct?

        If so, there is no obligation under Australia's laws or legislation.

        The phone was purchased via a business operating from a 'front' .com.au domain registered under the 'trademark loophole'. BXT International Ltd would have shipped the phone directly to hbg from Hong Kong. Making the phone a private import.

        • SirFlibbled on 30/05/2015 - 14:15
          -2

          It depends on where they actually are. If it is a com.au front with no staff in Australia then while the ACL still applies, it's very difficult to enforce. If they have an office in Australia even if the phone shipped from HK they still must provide consumer guarantees per the ACL.

          This is why Kogan introduced their Kogan warranty on their HK offerings because they were selling it through their .com.au site and the ACL applied regardless of their contractual attempts to mitigate liability.

        • A3Australia on 31/05/2015 - 03:10

          @SirFlibbled:

          It depends on where they actually are.

          Where who are?

          If it is a com.au front with no staff in Australia then while the ACL still applies, it's very difficult to enforce. If they have an office in Australia even if the phone shipped from HK they still must provide consumer guarantees per the ACL.

          If who have an office in Australia?

          This is why Kogan introduced their Kogan warranty on their HK offerings because they were selling it through their .com.au site and the ACL applied regardless of their contractual attempts to mitigate liability.

          You are confused. Which Kogan? Kogan HK Linited do not actually offer any local warranty. However, Kogan Australia can assist with warranty on items purchased from Kogan HK Limited. You do not appear to understand that the Kogan.com.au website is just a platform for selling items from two companies - Kogan Pty Ltd an Australian company and Kogan HK Limited. Much like eBay or AirBNB.

        • SirFlibbled on 31/05/2015 - 08:39

          @A3Australia: I'm not confused. You're trying to make what I said confusing. Read what I said in context and you should be able to understand it like a big boy.

        • BewareOfThe Dog on 31/05/2015 - 15:09
          +2

          @A3Australia:
          https://becextech.com.au/ is the website.

          Postal Address:
          BecexTech Australia
          PO BOX 6297
          Point Cook
          Vic
          3030

          The proof of purchase only says order number. There is no mention of Tax Invoice or an ABN.

          When I search Becextech, on asic it says removed/cancelled.

        • A3Australia on 01/06/2015 - 05:00
          -1

          @hbg:

          https://becextech.com.au/ is the website.
          Postal Address:
          BecexTech Australia
          PO BOX 6297
          Point Cook
          Vic
          3030
          The proof of purchase only says order number. There is no mention of Tax Invoice or an ABN.
          When I search Becextech, on asic it says removed/cancelled.

          As I said before, BXT International Ltd is a Hong Kong Company.

          Domain Name: becextech.com.au
          Last Modified: 10-Feb-2015 09:51:02 UTC
          Registrant: BXT International Ltd
          Eligibility Type: Trademark Owner

          You purchased from an overseas entity. From where was your phone sent?

        • BewareOfThe Dog on 01/06/2015 - 11:14

          @A3Australia:
          Unsure, as it is my daughters phone. Fonebiz say the Imei relates to United Arab Emirates. Funny how Sony Australia did not have a problem with it, before authorising the repair process.

        • A3Australia on 01/06/2015 - 13:05

          @hbg:

          Unsure, as it is my daughters phone. Fonebiz say the Imei relates to United Arab Emirates. Funny how Sony Australia did not have a problem with it, before authorising the repair process.

          Seems that it was a 'grey import' to Hong Kong. Then a 'private import' to Australia.

        • SirFlibbled on 01/06/2015 - 19:34

          Never mind, changed my mind

  • altomic on 03/06/2015 - 07:05
    +1

    Wow, just tried the ##7378423## with my iPhone 6 with iOS 8.3 and it was waterproof!

  • asrey1975 on 18/06/2015 - 18:27

    LOL@ price, you can get a new Xperia Z3 for $580 off ebay shipped, colour of your choice!
    I bought my Sony Xperia from the Sony store on-line (yes, higher price, but was hoping to rely on warranty). I broke my phone during a house move by accident (left it in my pocket when I was moving furniture around and screen broke - dang!) but lucky for me Sony said they would put it through, but said there was a chance their warranty team may not cover it 100% (as it was my fault screen broke) but was covered under warranty in the end; they shipped me a replacement phone!

    You should ring Sony and tell them your story, plus Z3 is meant to be waterproof so wth? Chances are they may help you out! Good luck!

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