My D6603 was one of the models that succumbed to the Sudden Death malfunction. I had a 32gb model that one morning, simply powered off and never powered on again. The device was almost a year old and in perfect shape.
I contacted Sony, went through their troubleshoot process, and mailed my device, RMA.
2 weeks later, on Friday, I received a 16gb refurbished model back. I contacted Sony immediately, and they said, "we'll escalate and get back to you if we decide to compensate for the difference in models."
That evening, I removed the screen film to put my screen protectors. The rear glass was cracked on delivery. I called but support was already closed for the evening.
I called this Monday, first thing, to report it. Apparently, there's no previous escalation file, and the customer service guy told me I should be happy I got a replacement at all. I asked to have it escalated again based on the fact that they mailed me what I deem to be a defective model out of the box, plus they must find some form of suitable replacement or compensation for the difference in value on products --- for something that is without argument a known defect in their manufacturing.
I was told I would hear back in 1-2 business days. I phoned this AM to follow up and they again don't have any history of escalation from Friday or Monday.
Is there a logical next step --- other than phoning Xperia Customer Support and lodging a complaint a 3rd time --- that I can take here?
I contacted Sony, went through their troubleshoot process, and mailed my device, RMA.
2 weeks later, on Friday, I received a 16gb refurbished model back. I contacted Sony immediately, and they said, "we'll escalate and get back to you if we decide to compensate for the difference in models."
That evening, I removed the screen film to put my screen protectors. The rear glass was cracked on delivery. I called but support was already closed for the evening.
I called this Monday, first thing, to report it. Apparently, there's no previous escalation file, and the customer service guy told me I should be happy I got a replacement at all. I asked to have it escalated again based on the fact that they mailed me what I deem to be a defective model out of the box, plus they must find some form of suitable replacement or compensation for the difference in value on products --- for something that is without argument a known defect in their manufacturing.
I was told I would hear back in 1-2 business days. I phoned this AM to follow up and they again don't have any history of escalation from Friday or Monday.
Is there a logical next step --- other than phoning Xperia Customer Support and lodging a complaint a 3rd time --- that I can take here?
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