Category Archives: Sony

Sony Xperia Z2 (D6503) Magnetic Charger Issue

After only one month of use the magnetic charging port on my Sony Xperia Z2 (D6503) separated from the body of the phone. Put another way, it fell out. I am not the only consumer who is experiencing this problem. I found others on the XDA Developers forum and some others on Reddit. This page chronicles all of the steps that were taken to get my phone repaired.

The warranty that came with the phone states:

Limited Warranty
Subject to the conditions of this Limited Warranty, Sony Mobile Communications AB, 221 88 Lund, Sweden, (“Sony Mobile”) or its relevant local affiliate warrants this product to be free from defects in design, material and workmanship at the time of its original purchase by a consumer, and for a subsequent period of one (1) year (“Warranty Period”). Should your Product need warranty service, please return it to the dealer from whom it was purchased or contact your local Sony Mobile Contact Center (national rates may apply) or visit http://www.sonymobile.com to get further information.

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2014-05-23 Received Phone

eBay came through.

2014-06-29 – Contacted Sony Xperia care

I browsed over to http://www.sonymobile.com/us/support/contact-us and submitted the following e-mail.

My message:
Unfortunately, after only one month of ownership the magnetic charging port on my Sony Xperia Z2 has separated from the body of the phone. The first time it happened I simply placed the piece back into the phone and it continued to work. However, when I remove the phone from its DK36 Magnetic Charging Cradle the piece remains stuck to the cradle. I have shared a photograph of the phone to better illustrate what I am experiencing. I love my Z2, but how do I get this resolved? I must assume that this has compromised the water resistance of the phone.

2014-07-01 – Sony Responded

Sony’s response:
I am sorry to hear what happened to your device. The model of your phone is not release in the USA, so unfortunately we can not have it repair. I would recommend you to contact the vendor or contact Sony Xperia in Greece since your phone was released for sale in Greece. I am sorry for the inconvenience this may cause.

Regards,
Eddie
[THREAD ID:1-ND3KI7]

Unfortunately, the Xperia Z2 is not listed on the Sony Greece support site and I bought the phone via eBay. It’s not the eBay seller’s fault that the phone fell apart.

2014-07-02 – Contacted eBay seller

The eBay seller was good enough to respond to me and suggested the following:
We recommend buyers to get 3rd party warranty in case something happen. eBay offers 3rd party warranty with SquareTrade (see below the item price). You can also buy CPS central extended warranty.

2014-07- Posted to Sony Xperia care support forum

http://talk.sonymobile.com/t5/Xperia-Z2/Magnetic-Charger-Issue/m-p/747663?sl=y&sso_no_log=y#U747663

Only one lame reply.

2014-07-10 – Turned to Twitter

sony_tweet
2014-07-14 – Called Xperia care

I spent 10 minutes on the phone with Xperia care this afternoon. I recorded the call for quality assurance purposes and I’m still working on transcribing the ridiculous conversation I had.

2014-07-23 – Called Xperia care (again)

I spent 32 minutes on the phone with Xperia care this evening. I got an RMA number.

2014-08-07 – Voicemail From Sony

I received a lengthy voicemail from Israle or Israel (sp?) at Sony’s Logistics Center in Laredo Texas. He explained that the phone seemed to be working properly and he would like to know more information about the problem.

2014-08-07 – Called Israle

This would prove easier said than done. Oddly, the 239-245-6245 phone number that appeared on my phone originates in Fort Myers Florida. I placed a call to this number and spoke to Jerry(?) at Sony Xperia Support. He informed me that there were no updates to my RMA and made no attempt to put me in contact with Israle.

2014-08-08 – Call Israle Directly

I jumped online and found the direct number to the Sony Laredo Logistics Center is 1-866-357-6230. I spoke to Jeff(?) who asked for my work order number, Event ID, phone number, serial number, tracking number, RMA number, and name, but could not find record of my existence in his IT system. After 11 minutes of haggling Jeff suggested I call back with the FedEx tracking number.

2014-08-08 – Israle Calls

Ten minutes after hanging up with Jeff, Israle called back. He suggested that the charging dock might be defective. I explained that the dock was not the problem. He called back 5 minutes later and acknowledged that he saw the problem with the charging port.

2014-08-13 – Received Repaired Phone

Ran it under water, submerged it, and it seems like the phone is repaired.

2014-08-14 – Visited AT&T

I stopped by my local AT&T store and found that Sony failed to include the SIM tray with phone when they returned it.

scanners_optimized

2014-08-14 – Contacted Sony Xperia care

I browsed over to http://www.sonymobile.com/us/support/contact-us and submitted the following e-mail.

My message:
I just received my repaired Xperia Z2 back from the Laredo Logistics Center, but the tray for the SIM card was not included with the phone. Please send a replacement tray as the phone cannot be used without it. The RMA number was 72314319821.

Thank you,
Craig Booth

2014-08-15 Ordered SIM Tray via eBay

I had a bad feeling Sony was going to royally fuck up again so I spent $14.41 to purchase a SIM try from an eBay vendor in Wickford, United Kingdom.

2014-08-18 Sony Responded

Sony’s response:

We apologize for the delay in our response. In regards to your inquiry, we are sorry to hear you are missing the SIM card holder of your Xperia™ Z2 but I will be glad to assist you. Please keep in mind that it would be normal for the repair center to not include any removable content of the device as these are advised to be removed before sending the device for a repair.

In this case, we will be glad to send you a replacement SIM card holder, however, that requires that you call in for continued support on placing a repair order. Please contact 1-866-766-9374 and provide the Interaction number #-########## to the Support Agent you speak to.

terminator

2014-08-18 Called Xperia care

This shit is getting old.

2014-08-22 Received Order Confirmation

It took 96 hours, but I received confirmation that Sony was sending me a replacement SIM try… in the next 14 business days.

A fully functioning accessory should be mailed to you within 14 business days from the date the order was created. Please note that this time estimate is only an estimate and any shortages in exchange stock may increase the time for your item to be delivered.

2014-08-25 Received SIM Tray via eBay

eBay saves the day again.

2014-08-29 Received SIM Try from Sony

This insane adventure in shitty customer service is officially done.

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