Sony WF-1000XM4 Battery Drain Issue

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  boomramada on 06/09/2023 - 11:09

  Just software reset it. Have you ever contacted Sony? They will give you instructions to reset it.

  • 

    snuke on 06/09/2023 - 16:02

    Yes OP, have you spoken to Sony yet? That would/should be your first step of action.
    Mention it is a known issue, and if they don't be upfront with offering a replacement, then simply state that Aus Consumer Law states they are not of "Acceptable quality".

    Side Note, thanks for letting me know this was an issue, and the XM5s shouldn't suffer same problem. I didn't have this issue with my XM3s.

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  nzbot on 06/09/2023 - 11:24

  +2

  If you bought them in Aus from an Australian seller then the Australian Consumer Law should still apply, even if you outside the Sony warrenty.

  "After the warranty expires, the consumer guarantee of acceptable quality usually still applies. This means that if there’s a problem with a product, the consumer likely still has a right to a repair, refund or replacement, even after the warranty period."

  Look under "How long the warranty against defects applies"

  https://www.accc.gov.au/consumers/buying-products-and-servic…

  Wow, looking at the reddit post, there is no chance Sony doesn't know about it.
  My best advice is to call up Sony and talk to them about your issue and how it's wide spread, and that it's covered under ACL. But keep it polite, if you yell or get angry at the support person they'll be less inclined to help you.

  Though the seller who sold the headphones from what I recall, should be the one doing the repair/replace etc, the manufacturer (Sony) should be a fallback option if the seller has gone bust or something.

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  driew on 27/11/2023 - 03:48

  Hey OP,

  How did you fare? I also experienced this issue a few months ago but only recently sent it into Sony for repair (about a week ago). They don't ask you much besides asking whether you've reset the earbuds after which they'll send you instructions via your email to return it to a service centre once you've provided them with a scanned or photo of your tax invoice (receipt). I got it back after a few days so it's pretty quick.

  Mine was around 10 months out of warranty.

  Edit: PS remember that we're in Australia so our warranty extends beyond the minimum 1 year's manufacturer's warranty (I think this applies to items that are expected to last longer given their price, e.g. premium earbuds like these would definitely fall under this category)

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  Tzocin on 16/12/2023 - 23:46

  Hey driew, can I ask how your phrased your wording when contacting Sony support? They've just denied me as they're saying my item was out of its warranty window, but they've offered me a repair (for an out of pocket fee).

  Did you need to pay for your repair?

  Would love any and all advice on this. My buds have stopped working all together.

  • 

    driew on 18/12/2023 - 01:59

    +1

    Hey Tzocin,
    I might've been lucky with my representative. I told them that my earbuds drain really quickly (e.g. under an hour and it wasn't like that before). In my case, it was an issue with both buds. They asked if I performed any remediation steps and I told them I've let the battery drain and also performed a factory reset. The lady asked for my email and told me to provide them with a receipt and they'd repair it. I told her it was quite a bit out of warranty. She told me that's ok.

    Please try the following:
    1. What I said above. If that doesn't work.
    2. Tell them that this is a well known issue. Point them to reddit if necessary. It's a well known issue.
    3. If they still won't fix it for free. Tell them that this is unacceptable for a ~$400 set of earbuds. We're in Australia and we're covered by more than the minimum 1 year manufacturer's warranty. Tell them you want to speak to their supervisor. If this fails, tell them you'll raise an issue with the ACCC.

  • 

    driew on 19/12/2023 - 23:06

    Let us know how you go Tzocin!

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  Tzocin on 20/12/2023 - 07:14

  +1

  Much appreciated guys, I'll give it a crack and keep you posted.

  • 

    happychap on 13/05/2024 - 10:07

    Hi OP, any luck with refunds/repairs? I have only been given the option of an out of pocket repair so far, thanks!

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  ClintonL on 03/01/2024 - 12:05

  How did you guys go and what number/email did you contact? Mine was 4 months out of warranty and they're asking me to pay for an out of pocket repair or pay for a trade in.