Class Action Lawsuit against Sony Regarding WH-1000XM4 Corrosion Damage

shraky on 05/05/2022 - 16:00
Last edited 12/05/2022 - 20:19

Like many other consumers my XM4 headphone died within warranty but Sony refused warranty repair due to "Corrosion Damage". While I'm not responsible for the damage Sony couldn't care less. After failed getting it fixed via NSW fair trading complaint I've escalated it to NSW tribunal. To prepare my legal documents I found many many other Australian consumers encountered same issue but they can't do much due to the legal cost and time they have to spend on it so they chose to bear Sony's bully and let it go.

I'd like to collect some response through platform of ozbargain if any other consumers having same issue are willing to join class action against Sony? I'm not legal professional but after searching seems we need at least 7 other members of the class, who would otherwise have grounds to make their own claim against the same defendant; and
their claims arise out of similar circumstances.

If I receive more than 7 responses I'll start to make legal inquiries for class action process. If you have family or friends experienced same issue please spread the word!

Update: Sony informed me I'll get a brand new replacement the day after I sent an email to Sony Japan CEO and Sony Australia MD. Unsure if it's the email works or Sony realised that I wasn't bluffing. Today I've received the replacement so I'd drop my tribunal application. So anyone think you are mistreated by Sony or other big brands please don't give up and fight for your right!

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Comments

  • MS Paint on 05/05/2022 - 16:02
    +8

    Start a Facebook page or website to collect the data you are after.

    • shraky on 05/05/2022 - 16:04

      Thanks!

  • Hybroid on 05/05/2022 - 16:07
    +1

    While I'm not responsible for the damage…

    Who is and can you prove it?

    Do that step first.

    • shraky on 05/05/2022 - 16:11
      +6

      Followings are quotations from internet search with keywords “Sony XM4 Corrosion”
      • Corrosion in Sony 1000XM4 Headset
      https://www.ozbargain.com.au/node/658369#comment-12090508
      Comments by “kalyanb”
      I have purchased a Sony 1000XM4 wireless headset for $335 in May. Early this month, it stopped charging. I have reached out to Sony and when they checked it, they came back with a repair cost of $331 and said they found corrosion in the charging section and it is not covered in warranty. So they offered a trade-in for $274 which I felt is really ridiculous. Could you please recommend what should i do in this case?”… “ I am 100% sure i did not use it in rain. So i wonder how it got corroded.
      Comments by “icanfly”
      Hi sorry just found this old thread. I am wondering how did you get on with these headphones?
      …
      I am now in the same boat corrosion on the USB C board and yeah $337 to fix it! What a joke I can get a brand new pair for $355 good guys commercial
      They have quite $218 ex GST for the part what a joke! For a lift PCB that probably costs $5 to make
      So I'm about to go back to Sony and try my luck
      I believe the corrosion is a manufacturing defect. So many people have reported sweat seeping into the headphones. I always wiped mine after use and never wore them in the rain
      • Update: Sony refuses to repair WH-1000XM3, says has corrosion (with photo "evidence")
      https://www.ozbargain.com.au/node/560987
      Comments by “Jenus”
      Update 31/08/20:
      Infinet sent the headphones back unrepaired, and Sony is refusing to repair since there is "corrosion damage". They also sent a photo of the alleged corrosion:
      https://imgur.com/a/IHQbyj1
      I told them I don't agree with the assessment. Also, I pointed out to them their exclusion policy, which is for liquid spillage or abnormally corrosive conditions. Still no go.
      So I've reached out to ACCC to explore my rights as a consumer. Wish me luck!…
      I do take very good care of it, so the only way there could be moisture if it's been on my head for too long and hence there is moisture build up? Which brings up the point of what is reasonable usage then.
      Also, these are what I found from a quick google search:
      Somebody who had rust in the screws in the ear cups after 2 month's use:
      https://www.reddit.com/r/sony/comments/afowjp/after_a_month_…
      Potentially the same issue with XM4's (although they say probably not due to moisture):
      https://www.reddit.com/r/sony/comments/ifkuc2/wh1000xm4_righ…
      • Sony WH-1000XM4 Corrosion - Warranty Void
      https://www.reddit.com/r/sony/comments/pbuuro/sony_wh1000xm4…
      Comments by “Zomnus”
      I'm frustrated. My warranty was rejected due to corrosion on the sensor board. It's clear that it's there from the photo the repairman sent. But I've never used them improperly. Ever. I've gone outside with them maybe twice, and never in rain. They've never been near a spillage. The only corrosive element they've been exposed to is sweat, and that should be entirely expected for a pair of headphones. It shouldn't preclude a repair or replacement.
      • Anyone else had problems with XM4 headphones the forced warranty returns that were not met by SONY?
      https://www.reddit.com/r/sony/comments/nlz8gu/anyone_else_ha…
      Comments by “sim16”
      Has anyone else had problems with XM4 headphones the forced warranty returns that were not met by sony? Mine was corrosion that stopped headphones charging, sony said it's user created and as such won't bear the cost of repair. these headphones were used for less than 4 months.
      • https://www.productreview.com.au/listings/sony-wh-1000xm4
      Comments by “dlljay65”
      Beware, do not waste your money
      Sadly I add my voice to the chorus of people who have had their warranty voided by Sony due to moisture corrosion and the failure of the unit to charge. These headphones were expensive and obviously not fit for purpose as they were meticulously looked after and worn mainly indoors. The cost to repair the unit was $335 and the issue began about 10 months after I purchased. If like me you can't afford to throw away hundreds of dollars on useless headphones, do not buy!
      Comments by “Clive B”
      6 months of use, now unusable! - cause: corrosion on charging board, voiding warranty
      These are awesome headphones, but seem to be ridiculously sensitive to moisture from the atmosphere. I have been told by Sony authorised repairers, that my headphones have a corroded charging board.
      The headphones were only six months old, when I found that they suddenly refused to charge using the supplied USB cable. I returned the unit to JB HIFI, they sent them away for assessment to an authorised Sony repaired. The report was that Sony refused to repair the corroded board. I looked after my headphones as if they were my baby and were used only in a public library and at home for piano practise.
      Whilst I loved using these for a short time, I am disappointed with Sony and their decision to not go ahead and rectify the issue for me!
      In conclusion, I am not happy Sony, I do expect a little better from a world leader in electronic goods.
      Comments by “Ben”
      Disappointed
      Experienced similar "won't recharge" six months after purchase. As others have reviewed here, warranty void due to moisture corrosion as diagnosed by Sony service department.
      This product is not fit for purpose. Possibly a design flaw in humid, sun tropical locations and during exercise.
      Sound and noise cancelling good.
      I don't intend to replace or pay over $300 for repair or recommend this product.
      Comments by “Chris”
      Do NOT buy these headphones
      After only 10 months ownership of my Sony WH1000XM4 at a cost of $400 they ceased to recharge. Still under warranty, I had them sent to a Sony repair centre only to have them sent back with a message saying that corrosion due to moisture was detected, therefore voiding my warranty. No offer to repair was given so I now have a useless pair of expensive but worthless dead headphones.
      For the record I'll say that I was very happy with the quality of sound, noise cancellation and other great features. I've always kept them in the case when not in use. I've used them regularly during long walks and perhaps some sweating around the ears has caused moisture to penetrate and render them useless. If that's the case it's not good enough for a top of the range product at this price point from Sony.
      My previous headphones, not Sony, which cost less than half that price under the same type of use lasted me for 5 years and still working well!
      Since my issue I have seen numerous other reviews of this model with the same issues and exactly the same poor response from Sony.
      I will not be purchasing anything else with the Sony brand on it.
      Comments by “kalyanb”
      Charging port got corrosion within 4 months of purchase and Sony is arguing that it wont be covered under warranty
      Purchased this in may 2021 from good guys. it stopped charging in Oct . Sent it to Sony repairs and they came back with a invoice of $331 to fix it or 30% discount for trade-in. This is really ridiculous of a high end device from Sony not having enough protection seal. totally disappointed. Really crap.
      Comments by “Winge”
      Do not purchase
      Spent over $300 on supposedly the best headphones on the market but after problems with charging from day 1. 8 months after purchase I sent them back to Sony under warranty. Inspected by Infinet Group Pty Ltd (whoever they are) and concluded charge point is corroded so not covered by warranty and will not be repaired. Absolute joke. Headphones have never been exposed to sweat or water and I believe faulty from day 1. Waste of money.
      Comments by “Consumber #1”
      Function rich, pity they don’t last
      Function rich, pity they don't last.
      On the 28/9/2020 I purchased the SONY XM4 from Officeworks primarily for work and I use them for an hour or more each day, online meetings, listening to music, walking and making calls etc. I had the previous model (XM3's) and they worked well for my needs but the new features of the XM4 were, in my opinion, worthy of the upgrade.
      I've had issues with these headphones (SONY Model Number: WH1000XM4/BME) since their purchase but the reason they were returned is they'd no longer accept a charge of their battery - they stopped working.
      The issues at time of return were:
      the Issues are:
      *won't accept a charge anymore
      *reports 10% battery when fully charged and also when not charged
      *Remove headphones sensor not working - doesn't know when headphones are removed when setting is set to make use of this feature.
      If I can't recharge them they're unusable for my needs as I bought them for their wireless Bluetooth functionality and for the premium I paid over wired headphones, wireless functionality is expected. My Sony XM4's had failed to do what I bought them for.
      I opened a warranty return case with SONY this around the 15th January 2021 and I sent the Headphones in for their attention. I then waited for a response once the headphones were with SONY for their assessment of the issue. I made quite a few calls to SONY Customer Services asking after my headphones and requesting a resolution. Months have past. I have bought another set of headphones (Nura) to meet my work requirements stated earlier.
      I have looked into issues with the Sony WH1000XM4 online and have found other also have experienced issues with the reliability of this model, so much so that I believe these headphones may be faulty and not fit for sale.
      On the 21st of April I received an email from SONY stating that they wouldn't repair my XM4's because the damage (corrosion) is physical damage and not covered by their warranty.
      Other people also have had dealing with Sony Customer Support with same issues occurring in same time span of ownership:
      https://www.ozbargain.com.au/node/560987
      After paying a premium price ($422.00) for what I believed was a premium product the bottom line is I’ve had enjoyment of these headphones for less than 4 months before they stopped functioning and needed to be returned to SONY. I believe it’s fair and reasonable to expect better performance from their product. Further, the responsiveness from SONY customer service department has been poor with the large period of time I been left waiting for resolution meaning I’ve had to replace these headphones with another pair at further cost.

      • Hybroid on 05/05/2022 - 16:13

        Fully aware all that exists. It's actually been a complaint for years since the XM3s and continues to be an issue with the XM4.

        However, since you want to take the legal route. Can you prove it's a Sony issue? First thing lawyer will ask.

        • shraky on 05/05/2022 - 16:20
          +2

          That would be part of the class action trying to sort out. I'm not lawyer just seek if others willing to join.

        • garetz on 05/05/2022 - 16:43
          -3

          Proof is in the pudding, if a large majority of these have the exact same issue which sony refers to as corrosion damage then it stands to reason there is some kind of manufacturers fault here or all of these headphones no matter the brand would also be getting this corrosion damage, however that does not seem to be the case.

          btw a class action lawsuit like this would need to be filed in the usa, i very much doubt sony cares about something like this in a tiny market like australia.

          • Typical16-bitEnjoyer on 05/05/2022 - 17:23
            +5

            @garetz: Wrong. Correlation does not imply causation.

            Also wrong, doesn't have to be filed in the USA. No idea where you got that impression from.

            • garetz on 05/05/2022 - 17:30
              -4

              @Typical16-bitEnjoyer: There is obviously a cause, the issue is sony refuses to provide that info, and is using an umbrella term like corrosion damage as a way to get out of their responsibility to provide warranty.

              Of course you can file it wherever you want, my point was that the market in australia is tiny, and filing it here wont really bother sony in the least.

              • Typical16-bitEnjoyer on 05/05/2022 - 17:38
                +1

                @garetz: You don't know what you're talking about, so I think I'll just leave it there.

                  • gee-man on 06/05/2022 - 09:55
                    +4

                    @garetz: I don’t think that means what you think it means.

  • DemocracyManifest on 05/05/2022 - 16:13
    +3

    I would contact Shine Lawyers, they can speak to you over the phone as to whether you have a case, they run a lot of class actions

    • jv on 05/05/2022 - 16:29
      -5

      contact Shine Lawyers

      They are quite bright I've been enlightened…

      • wasdw246 on 05/05/2022 - 19:30

        They might be our glimmer of hope.

  • lost in transit on 05/05/2022 - 16:15

    This is just what i do after a shower, wipe the inside of my ears and hair near my ears with tissue, absorbs the moisture really well, if I’m using the buds straight after…
    Although the Jabra pro 7 are waterproof unlike the 75t i had…
    This also reminds me when they were doing this type of thing with mobile phones a few years back….

    Not just Sony but manufacturers in general to deny warranties.

  • darkmattersunB6c0MV on 05/05/2022 - 16:23

    I have a Sony WH-1000XM4 that works perfectly- nearly 18 months. I do make sure that when not in use, I put it inside the box provided.
    Also have a Bose 700 limited edition around the same time, again, works well and is cared after.
    Old Sennheiser died because of the battery, and the replacement battery from eBay was not good.

    However, can see that a lot of people are having this issue from your post. Definately worth investigating class action option.

  • rektrading on 05/05/2022 - 16:24

    Gofundme

  • Ocker on 05/05/2022 - 16:29
    +1

    I doubt there would be enough bucks in it for a law firm to take on a class action

  • mbck on 05/05/2022 - 16:29
    +1

    Still have an xm3 from when it came out. Seems like I'm lucky mine still works fine. Hope you get some sort of resolution op

  • boomramada on 05/05/2022 - 16:33

    So OP what really happend before the class action?
    Yours stop working? and you send it to them? and they thought you dropped it in the water hence rust and possible water damage?

  • Drakesy on 05/05/2022 - 16:56
    +2

    I've heard of this, but do wonder if they're being used while exercising etc.
    My XM3's are strictly in the domain of office and commuting, the Airpods are for exercising.

    Corrosion doesn't happen miraculously, there would need to be salt/a bit of water on the port somehow.

    Don't the xm4's have wireless charging anyway?

    • shraky on 05/05/2022 - 20:12

      I only used mine twice during train commuting not with exercise. Absolutely no idea where the corrosion came from.

    • bbinc on 06/05/2022 - 08:48
      +1

      Given the short timeframes for fault development being quoted, I’d be suspecting a faulty batch of boards in which the corrosion had commenced undetected prior to manufacture, or the materials used were not suitable for purpose. Corrosion happens slowly.

  • Typical16-bitEnjoyer on 05/05/2022 - 17:25
    +6

    You're never going to get any lawyer other than a Dennis Denuto to run a class action of ~7 peeps for $400 headphones. It doesn't even qualify as exceeding a minor proceeding.

    Just stick with NCAT and tell everyone else to do the same.

    • DemocracyManifest on 05/05/2022 - 18:05

      Well yeah, its basically free so nothing to lose

    • Jimothy Wongingtons on 05/05/2022 - 19:03
      +1

      It’s uh…. The vibe of the thing, your Honor.

  • ChrisLevo on 05/05/2022 - 18:04
    +4

    These are the headphones that you bought as seconds?

    https://www.ozbargain.com.au/node/688763

    Drawing a long bow here, I reckon.

    • shraky on 05/05/2022 - 20:17
      -1

      Yes initially I thought I was the unlucky one it could be caused by the previous user until I searched “Sony XM4 Corrosion”…

  • Jimothy Wongingtons on 05/05/2022 - 19:05
    +1

    I had xm3 that I wore to gym 5 days out of the week for about 18 months and still going strong last time I checked. I haven’t used them since getting airpod pros but I was pleasantly surprised they lasted so long when they were not designed as sweat proof.

  • Islund on 05/05/2022 - 22:18

    Dam! Wish I had read this before I purchased a pair the other day.

  • chrisn26 on 05/05/2022 - 23:40
    +1

    Looks like corrosion only impacted the screws. Are there any photos of the drivers and/or circuitry being impacted? Personally I don't think corrosion is enough to damage electronics, not like everything is made of steel. More likely what happened is these are mobile devices and subject to a lot of vibrations. If the pcbs aren't designed well there could easily be microfactures which can result in traces disconnecting and or shorts forming.

    OP have you had an engineer look over it or is this just your speculation? It might seem harsh, but seems like everyone on the internet is an expert these days (myself included, lol)

    • shraky on 06/05/2022 - 10:49

      https://ibb.co/1ftkrXr

      https://ibb.co/FYMD5Rb

      These are pics Sony repairer sent to me. Corrosion on the charging port.

      • chrisn26 on 06/05/2022 - 11:12
        +2

        The rest of the board looks fine (visually anyways). The usb port is corroded since it's made of steel, but likely the contact points are gold plated. Have you tried using a q-tip and alcohol to clean it?

        I would just park all this legal stuff and first get the connector replaced, a few bucks for the part and a few beers for a mate with the skills.

  • Drj55 on 06/05/2022 - 08:34
    +1

    Although you have found a few people on the internet who have the same issue do you know how headphone Sony sells? It's probably millions of units and only Sony will know how common this fault is.

    I doubt you will find enough people who can be bothered to join a class action to justify lawyer costs as the most you can claim per person is the cost of the headphones. There's no damages.

    What I don't get is why Sony plays hardball with the repair costs. You're already a loyal customer who bought their product. Why not offer you a brand new pair for 50% off of its within a few years of the purchase? Once I had a minidisc player (I'll explain it later Millenials) from Sony bought in Singapore. When it failed in Australia they refused to honour the warranty and said I needed to take it back to Singapore!

    • Navanod66 on 06/05/2022 - 10:37

      Sidetrack: Man, this really brings me back to the good old days of Sim Lim Square bargain hunting. The FEELS.

      • Drj55 on 07/05/2022 - 17:18

        That was exactly where I bought it from! Does Sim Lim not exist any more??

  • skillet on 06/05/2022 - 11:02
    +1

    If only they spent a few more cents on 316 stainless screws. And gold plated the usb port.

  • OzHunterNSW on 06/05/2022 - 11:54

    Congratulations and all the best for escalating to Tribunal.
    You simply proffer your Case, and Sony have to respond. Seems you have all the info.
    I would also look at "compensation" - so find a "Section" within the Act which allows you to sue for compo: to pay your time, stress, etc.

    If I were Sony, I would have paid you out to keep it all quiet.

  • Karfaffel on 06/05/2022 - 12:36

    Yes, it's good that you're pursuing this. I got burned by Sony "customer service" as well. They seem to have a set of preset excuses and responses that are completely unreasonable. Someone has to take it up with them and at least make things a bit less comfortable. They do seem to think they are above consumer laws and most certainly are not providing a service that warrants patronage.

    The other thing we can all do is stop purchasing any Sony products and spread the word.

    • shraky on 06/05/2022 - 15:51

      Honestly not many people are willing to take legal approach for a pair of headphones. I admit not worth it. Otherwise Sony wouldn't abuse their power so easily.

  • Ronerrlaw on 06/05/2022 - 23:41

    Interesting topic, wish you all the best with getting a resolution.

    Just a heads up, class actions are for profit, not to for the assertion of rights anymore.

    It is common to see class actions fail even with traction, good example slater and gordon recent class action about airlines credits instead of cash refunds for flights cancelled due to covid.

  • Hangryuman on 07/05/2022 - 09:30
    +1

    ah - so THAT'S why they've been discounting them …

    lemme see - WH-1000XM4 cost - around $400

    Supreme Court action - around $200,000

    sure - take it all the way - fight for your rights as a sovereign citizen !

    lawyers will usually keep working for you ! - until you've no money left …

    • MrFrugalSpend on 07/05/2022 - 09:54

      exactly - you'd need probably 500 interested parties before it would be worthwhile… not 7.
      If all 7 could likely get $400 in damages - that will buy you about 4-5 hours of legal time and you'd not have anything back for the headphones.
      That's about long enough to sign up each of the people and define the issue…. to proceed to the next step and just file an action in court and serve Sony, a filing fee can be over the total $2800 alone. You'd be at many thousands just to start. It's a long expensive road from there.

      There's a lot more at stake for Sony than others, so you would get them actually defend it with lots of money.

      I tried some court action once, taught me the whole system is setup to make the people involved in the legal system money…. and there's not a lot left for you and they aren't very interested if your damages are small. And mine were a lot more than $400 headphones…. and they still weren't interested.

  • DiscoJango on 07/05/2022 - 11:09

    Sony stopped being a quality product 15 years ago, they have since become very, very low quality products which rely purely on their brand reputation built up during the 80's, 90's and early 2000's.

    Not a chance would i spend $300 on their headphones, hold a sony product and then a Sennheiser, the difference is huge.

  • BadBreath on 07/05/2022 - 13:05

    OP did they send you pictures of the alleged liquid damage - can you give us a link

  • wombok2 on 07/05/2022 - 13:51

    Corrosion doesn’t just happen on its own, how you use it or store it would’ve caused to corrosion, thus it’s considered user induced damage.

    Do you live or work near a beach or sweat alot?

  • AB85 on 08/05/2022 - 19:02

    I have xm4 currently with the same issue we should talk. I have vcat case pending but I think im going to be waiting a while due to there backlog

    • shraky on 12/05/2022 - 20:21

      I've got mine sorted out as per my update above.

  • cent88 on 13/05/2022 - 07:03

    Hey Op, you can count me as a vote. I experienced the same thing.

    Started with 1000MX3, lasted less than a year and it stopped working because of 'Corrosion' damage and I paid $190 to upgrade to 1000Mx4 in Jan 21.
    A month ago the 1000MX4 stopped working because the charging port had corrosion damage again… they offered me $187 and I have escalated to their headquarters. its been about one week and I have not heard back.

  • l-p on 22/07/2022 - 13:27

    You're a legend bud !!!!

  • Fedup2024 on 10/10/2024 - 01:44

    Hi
    My daughters noise cancelling headphones have just been sent to get repaired in nsw. Only a year old just out of warranty. They sent me a photo saying that they found corrosion.
    Did anything happen in the class action regarding the headphones??

    How can I get them to either replace or repair them.

    Any ideas….

  • Frosty17 on 11/10/2024 - 15:12

    I'm holding onto my gen 1 that's still going strong from 2017. Glad you got a replacement but sucks that you had to go that far.

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