Sony Earphones - Warranty and ACL

cookietime on 11/08/2021 - 18:44
Last edited 26/08/2021 - 09:28

*** Update 26 Aug ***

I contacted Sony directly following advice that I got from here. Sony got back to me in less than a week with a solution that worked for me.

This led me to think that Addicted to Audio did not contact Sony as they said they did. So far it has been 2 months since I sent them an email and they said that they were waiting for Sony to respond. In addition to zero customer support from Addicted to Audio, I particularly don't appreciate being lied to. Please do keep this in mind when you purchase from them.

Thanks to everyone that offered suggestions and advice.

Hi all, I'm looking for some advice regarding warranty under ACL.

I purchased the a pair of Sony earphones WF-1000XM3 from this deal. I was very happy with the earphones in the first 12 months, however battery life dropped significantly in the last few months. I could use them for only about 30-45 minutes per charge, even when noise-cancelling function was off. Tried updating software, resetting, etc. but none improved the battery life.

I contacted Addicted to Audio asking about warranty under ACL. They pointed out that the earphones were out of the warranty period but said that they would contact Sony to find out if there is anything that can be done.

After not hearing from them for a while, I sent another email stating my understanding is that the manufacturer's warranty is in addition to the ACL, which states that products must be of acceptable quality taking into account what normally be expected for the type of product and cost. I argued that 16 months for $200 earphones would not be considered acceptable.

Last time it took them a few hours to reply to my email. This time it seems to take them a lot longer to get back to me. I'm still waiting for their response.

Just wondering if there is anything else I can do at this stage, besides taking them to NCAT?

Thanks in advance for your advice.

Electrical & Electronics Bluetooth Earphones Earphones Sony

Related Stores

Addicted To Audio
Addicted To Audio

Comments

  • Hybroid on 11/08/2021 - 18:47
    +1

    I argued that 16 months for $200 earphones would not be considered acceptable.

    The problem is statements like that are subjective and not grounded in law. Some will have differing opinions on that statement.

    Additionally, battery life is considered wear and tear anyway and wouldn't be covered by warranty. I think you're conflating Warranty and ACL guarantees. They are not the same thing nor interchangeable.

    Did you try contacting Sony directly? They sometimes do goodwill gestures so definitely worth a go and see what they say.

    • moo on 11/08/2021 - 19:06
      +1

      Additionally, battery life is considered wear and tear anyway and wouldn't be covered by warranty

      Are you sure though? In devices where batteries are not user replaceable, 4-months beyond the manufacturer's warranty period isn't too unreasonable?

      • Hybroid on 11/08/2021 - 19:12
        +1

        Would battery degradation after 16 months be considered a manufacturing defect?

        It usually a symptom of use. Could be heavy usage, large number of charge cycles than average, poor cables, cheap plugs causing issues, temperature fluctuations or use outside of recommended range, potentially vibration damage left in car, backpack, pocket etc.

        If they suddenly died out of the blue I would suggest that’s certainly not acceptable. But battery degradation is normal wear and tear imo.

        • moo on 11/08/2021 - 19:15

          Take mobile phones for example, particularly iPhones where battery is not replaceable. If the battery degrades within the warranty or ACL period (I think it was 2-years?), they would replace the battery rather than fobbing the customer off.

          Also from looking at:
          https://consumer.gov.au/sites/consumer/files/inline-files/AC…

          Example
          Li Wei buys a basic laptop which comes with a one year manufacturers’ warranty. The laptop’s central processing unit and battery stop working one year
          and six months after purchase. It is likely Li Wei could claim the laptop is not of acceptable quality under the ACL because it is not reasonably
          durable. This is because a reasonable consumer would expect a laptop to last for longer than one and a half
          years, despite the manufacturer’s warranty having expired.

          • [Deactivated] on 11/08/2021 - 19:23

            @moo: Wasn't this case where phone was purchased under a plan (24 month one)?

  • Jimothy Wongingtons on 11/08/2021 - 18:48

    Just out of interest , how long in your opinion should warranty be for $200 earphones?

    • BewareOfThe Dog on 11/08/2021 - 19:05

      2 years+

      • [Deactivated] on 11/08/2021 - 19:29
        +1

        Sennheiser is 2 years from memory so around 2 years for battery product. It can be used for around 3 years but you need take care of battery but usually after that point you need have look at new device or a battery.

        • BewareOfThe Dog on 11/08/2021 - 20:22

          Sennheiser have always been great, and durable.

  • nedski on 11/08/2021 - 18:55
    +1

    The ACCC has info on its website about enforcing your ACL rights. But next step is a letter of demand prior to taking them to NCAT.

    But as for some peoples comments about $200 headphones and how long they should last. Would you consider it reasonable to fork out $200 every 16 months for new headphones.

    As for batteries, there was a recent case where batteries in mobile phones had to last at least as long as the contract they were provided under.

    I would enforce my ACL rights on this.

    • cookietime on 12/08/2021 - 19:26

      Thank you for your reply. I'll wait a bit longer to see what they say, then next step is definitely a letter of demand.

  • BewareOfThe Dog on 11/08/2021 - 19:12
    +1

    I'm on your side. I would enforce ACL under this .
    However, If you purchased this from JB, HN, GG,DJ,TGG, you wouldn't have a problem. Especially if you purchased their 'Substitute Extend Warranty word here' plan. As someone who works in Retail, I see and know the system and what sales staff will do, as they have an easy sale, plus more '.'Substitute Extend Warranty word here' plan.
    Being a smaller company, they probably don't have the same trading terms as the Bigger guys, or be that flexible.
    Best of luck.

    • cookietime on 12/08/2021 - 19:25

      Many thanks for your reply :)

      I was hoping that since they have been quite popular on Ozbargain and their deals have been very well received, their customer service would be okay. But time would tell I guess.

  • Melb69 on 11/08/2021 - 19:15
    +1

    Q. Did you always have the earphones on charge when not in use.

    Did you only notice the run time being so short recently. I would push Sony for replace with view that for the cost they should last at least 18mth or more without such a large drop in thebrun time.

    Good luck

    • cookietime on 12/08/2021 - 19:24

      Thanks for your reply :)

      Yes, I always have them on charge. I actually didn't use them much as I prefer headphones. I use them like once per week or so. The battery life was pretty amazing in the first year or so then suddenly dropped.

  • boomramada on 11/08/2021 - 20:16
    +1

    I had this issue during the warranty period and I contacted the support. They asked me to reset the device with set of instructions. since then no issues.

    • cookietime on 12/08/2021 - 19:22

      Do you still have a copy of the instructions by any chance? Many thanks.

      • boomramada on 15/08/2021 - 17:10
        +1

        Good day! I'm doing a follow up about your Sony WF-1000XM3. Please follow the steps below to reset and initialize the unit.

        1. Make sure that the left and right ear piece are on the charging case.
        2. Open the charging case then check if the left and right side have a red light.
        3. Press and hold the left for 20 seconds unit the red light blinks then release.
        4. Do the same on the right side.
        5. Unplug the left and right side to check if the light will turn blue.
        6. Plug the headsets back to the charging case.
        7. Press and hold both left and right side for 20 seconds until both lights flashes.
        8. Pair it to a mobile phone via Bluetooth.
        9. Download the Sony Headphone App.
        10. Check the Software and make sure its the version 3.0.0.

        Try the unit after this process and check if the issue has been resolve. If not, please let us know.

        • cookietime on 23/08/2021 - 18:35

          Hi boomramada,

          I can't thank you enough. Resetting following the instruction makes a huge difference to the battery life. Thank you!!!

  • User2049 on 11/08/2021 - 21:44
    +1

    Yes this is easily within your rights, stand your ground and be prepared to go to the relevant Obudsmen if they refuse.

  • lint on 12/08/2021 - 10:24
    +1

    I would expect $200 headphones to last at least 2 years. Battery-wise, I think it's reasonable to accept as general wear and tear if it can still hold at least 80% of its capacity after those 2 years.

    In your case, the WF-1000XM3s are rated for 6 hours of use by Sony with NC on. While I'd also check your other audio settings as they may also affect usage time (see link below), even then 45 minutes is still well below acceptable after 16 months compared to the original rated usage times.

    I would also contact Sony and see whether the retailer or manufacturer provides the path of least resistance to a remedy, but I would definitely pursue a remedy at no cost to you in this instance.

    https://www.sony.co.uk/electronics/support/articles/00229317

    • cookietime on 12/08/2021 - 19:32

      Many thanks for your reply. I agree with you and accept that battery capacity would gradually go down with use, but the drop that I experienced was quite sudden, hence this small fight for my rights :)

      I tried different audio settings as mentioned in that link (and a few other things that I found in a Google search) but nothing helped.

      I will contact Sony as well and see what they say.

  • Willco88 on 12/08/2021 - 19:31

    No need to spend $200

  • sickburn on 16/08/2021 - 14:55

    Apparently the batteries are just coin cells that look pretty straightforward to replace.
    https://www.ifixit.com/News/35377/which-wireless-earbuds-are…

Login or Join to leave a comment
Login Join